Xueying Pan

Madison Heights, MI P: 248-***-**** E: ac3f27@r.postjobfree.com

CAREER SUMMARY

Specializing in computer information system and technical supports including software, hardware, network and system installation, management, and upgrade.

SUMMARY OF QUALIFICATION

. Software & Programs: Microsoft Office Suite (Word, Excel, PowerPoint, OneNote, Outlook, Project, Exchange ActiveSync, Azure, Office365), PuTTy, Cygwin SSH, Team Viewer, Virtual Box, VMware Workstation, Skype for business, SharePoint, OneDrive, Remote desktop connection, Drop Box; Python, Java Script, Oracle SQL, MySQL, PowerShell, and Visual Basic Script.

. Systems & Server: Linux system (Ubuntu, Kali, RedHat); Windows XP, 7, 8, 10; Mac OS X Yosemite; Help Desk Ticket System; Mainframe; Windows Server 2008/2012 R2, Virtual Server (NAS, IIS, FTP, HTTP/HTTPS); AS400.

. Security Technologies: Anti-Virus Tools (Norton, McAfee, Ghost.), Dell Sonic Wall Firewall.

. Networking: VPNs, Cisco Routers, Firewalls, LANs, WANs, TCP/IP, DHCP, RDP, FTP/SFTP, VNC, DNS.

. Management: Monitor network connections; SCCM/SCOM; ITSM; Share files and HP/EPSON printers; Secure file system; Update software; Synchronize data on portable devices (Android, iOS); manage project.

. Customer Service: Used bilingual language skills to work with diverse people; ensured friendly, courteous and respectful interactions while engaging customers to support business goals.

. Problem Solving: Troubleshoot hardware and software issues including printer, scanner, copier, reinstall business software; Back up or Reinstall Window 7&8&10, Linux OS; Configure networking.

RELEVANT EXPERIENCE

Network Technical Assistant, Sriven Systems of TX October,2016-Present

Backed up and restored of files and folders.

Worked on wide area network and virtual private network(VPN).

Worked on passwords and authentication or recovery.

Worked on local area network(LAN), hardware, and servers.

Used PowerShell to display all the USB devices installed on network computer and gather information about services running on the servers for troubleshooting.

Installed applications to a local or network drive with visual basic scripts.

Verified an email exchange policy is not preventing access for AirWatch Authentication.

Enabled exchange ActiveSync for users to have exchange mailbox to sync their mobile device with Microsoft exchange server.

Initiated a remote wipe clear all data from a lost or stolen mobile phone by managing exchange Active Sync.

Asked users whether they are get prompted with AirWatch authentication request for making sure their profiles are installed or not.

Directed mobile users to use a different username and password due to authentication failing to exchange for AirWatch.

Managed mobile device account from Microsoft Azure for remote mobile users.

Added or removed users and troubleshoot data or files problem on SharePoint Sites.

Used ITSM (service manager) to process and monitor all IT tickets to support operations.

Reviewed quality score and made feedback to evaluator from Nice management system.

Recorded customer calls from Avaya interaction center or Avaya One-X Agent.

Located and managed hardware equipment by using HP asset manager.

Bilingual IT Service Desk, TEKsystems June,2016-October,2016

Responded to questions from all emails, chat sessions, online-web forms and callers in a professional manner.

Processed incoming work orders from callers and users by following standard service desk operating procedures and accurately logging tickets using the defined tracking software.

Researched required information using available resources and entered customer information into the service desk tool.

Learned fundamental operations of commonly used software, hardware, and other equipment.

Used System center configuration manager(SCCM) server to install or reinstall software.

Remapped shared drive and network printers.

Authenticated users account and reset password in the active directory.

Rebuilt windows, outlook, and WebEx profiles.

Configured company apps and email in the different mobile devices.

Reset internet explorer and proxy setting.

Remoted in user’s computer to troubleshoot difficult technical issues.

Identified and escalated priority issues to appropriate next level IT support teams.

Verified the network connection problem to AirWatch Server and that the user is enabled.

Check to be sure the device can support exchange Active Sync(EAS) policy.

Enabled EAS logging for users through Outlook Web App for gathering client specific logs.

Chatted with online user from Avaya interaction center for keeping tracking their IT problems.

Intern, Industrial and Commercial Bank of China March, 2012- April, 2012

Used Microsoft SCOM to monitor the health and performance information of computer system.

Installed or updated Windows XP&7 operating systems and business application for bank coworkers.

Set up SSH and SFTP protocols before using Linux OS for security and sharing information.

Configured Linux OS for remote login and control security such as RedHat, Ubuntu, and Kali.

Assisted with network connection and troubleshot IT issues under remote desktop software (VNC/Team Viewer).

Used help desk ticket system to respond to IT issues and followed up with customers.

Managed Active Directory for authenticating and authorizing all users and computers, and administrating access right, user account, and permission.

Research Intern, Maverick China November, 2011- February, 2012

Made phone calls regarding a listing of word file for getting more details of sugar equipment.

Used Microsoft office Project and Excel to make cost estimations and create documents on different sugar factories for marketing survey report.

Set up SMTP/IMAP and checked existing email contact list of different sugar factories for updating their information.

Managed windows server 2008/2012 for connection of remote users and configuration of networking.

Used VPN/SSH/NAS/Drop Box/Share Point to transfer and share customers’ documentation between internal working platforms.

Troubleshoot IT hardware/software such as power supply, sound card, video card, network card, hard drive, and business software.

Installed and configured wireless printer server such as Epson and HP printers.

Managed MySQL database to store procedures and editor data of sugar factories.

Research Assistant, Canvard College BTBU September 2010- January 2011

Built and deployed file server and virtual server such as NAS and VMware workstation/Virtual Box for storing large data or vital information.

Backed up all documentations and maintained system security for keeping online transaction secure.

Installed and maintained network connections including LAN, VPN, TCP/IP, FTP, Dell Sonic Wall firewall, and cisco routers/switches.

Troubleshoot IT networking via DNS/DHCP server.

Updated hardware drivers, software application, windows file server, and Windows operating system monthly.

Run anti-virus software daily to keep networking and virtual working environment safe.

RELEVANT PROJECT/TRAINING

Network Infrastructure Project November,2015-December,2015

Set up virtual student lab for private or internal collaboration.

Installed virtual operating systems and windows server into this lab under VMware workstation environment.

Configured virtual server for remote login and control securely to record login file and store information in secure location.

Started SSH service on the Linux Environment to develop secure file transfer.

Provided IT support for installation, troubleshooting, and maintenance of software application, different virtual operating system, and servers such as printer server, email server, and database server.

Checked outbound and inbound firewall rules to keep new users getting authorized to login.

A+ Certification July, 2015 – September, 2015

Trained me how to troubleshoot IT hardware, software, and network equipment or connection issues.

Learned how to troubleshoot and reinstall Windows OSs such as Windows XP, 7, and 8.

Mastered how to back up and recover Windows operating systems with recovery tools.

Intranet Site Project May, 2015 – June, 2015

Built virtual network connection via VNC for internal exchanging data.

Took Microsoft Project to make cost estimation for an internet company.

Linux OS and Python Scripting Project June, 2014

Used virtual box to install Linux OS to run python project.

Run this project with using mixed of VB scripting and python program language.

Monitored and managed of network security under Linux Kali operating system.

Remoted in virtual Linux OS to work on different software applications.

EDUCATION

University of Detroit Mercy

Master of Science, Computer & Information Systems; GPA 3.91 December 2015

University of Detroit Mercy

Master of Art, Financial Economics; GPA 3.39 April 2014

Canvard College BTBU

Bachelor Degree, Finance; GPA 3.7 July 2012

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