Help Desk Information Technology

Michael SL Mau

email: ***********@***.***

SYSTEMS RELATED KNOWLEDGE

Networks & Servers: MS-2008 Server STD; MS-2008-R2;MSSQLServer Enterprise 2008; MS-2000 Server Advanced; MS-Exchange 2000 Server, Symantec Enterprise Server 10 Infrastructure environments: thin-ethernet, CAT6/5/5e, fiber (mm-sl), wifi 802.11b/g, NOVELL Netware 5 Volition/5M 5000 Configurable Switch; PC-NFS - Network software configuration and bridges; HP1000 RTE - HP1000A900 mainframe system Hardware: Dell PowerEdge 610 series Servers,

Eonstor A125-G2130 ext. ISCSI RAID by Infortrend

Dell PowerEdge 4600/Powervault 221 Clustered Server. HP1000 Series A900 mainframe, IBM PC-(AT,XT,PS2), various PC clones, HP9000 Series 300 workstations, MACINTOSH (SE, SE30) Programming Languages: HP-UNIX, Pascal, C, COMMON LISP, LISP, 8085 Assembler

(Machine), MATLAB r2010a-2015b

Technical Experience: Operating systems: MS-Windows 10/8/7/95/98/NT/2000/XP/Vista Server in clustered environment: MS-Exchange 2000; Linux (Red-Hat); Sun Microsystems (Solaris-Unix)

Application Suites: MS-Office Professional: 2007/2003/XP/2010/2012 SharePoint 2007; Corel-Office Suites: 12; Adobe Photoshop Elements 6; Adobe Premier Elements 6

Specific Applications and Engineering Drafting Systems: MATLAB, SAS, MS-Project98, MS-Project2000, MS-Access, DBaseIII/IV/V, AUTOCAD- PC, MOUNTAINTOP-HPUX, CEADS/CAD Holguin-ACCUGRAPH. PROFESSIONAL EXPERIENCE

02/09 to 07/31/2017: Starting position - Information Systems/ Database Specialist Promoted: Information Systems Administrator

Current position Senior Information Systems Administrator RCUH- JABSOM; Neuroscience and MR Research Project

Responsible for complete systems administrative and management activities and management as described below with emphasis in planning, policy and governance, procurement and installation, inventory, maintenance, end-user training and support, deregulation and disposal, database design, systems integration, programming, and control. Scope of services cover multiple operating system environments - a Windows 2008/2008R2 Domain of three files servers & Domain controllers (AD/DNS/DFS), a MS2008-SQLServer DBMS (MS-SQLServer Enterprise) for current and additional data warehouse collection, quality control, and analysis. Support increased to include monitoring and maintaining other existing non-Microsoft server/workstation systems and strategies (Linux and Unix cluster and storage). Work involves communication and consultation with all Institute staff, key Institute personnel, and senior management to address emerging issues and needs, new technology, innovative solutions with existing and proposed equipment. All levels of administration is covered under this position, from planning, purchasing and acquisitions, inventory, installation, maintenance, all Levels/Tiers of system and hardware support for all end users, staff, and guests, with control for vendor, contractor, operations communication for upper level incident resolution, IT related policies and procedures dissemination, public announcement, and training assistance, and finally deregulation and disposal. Systems Administration Duties

• Provide systems testing, personal or group training, full help desk support - troubleshooting and analysis of end user issues, requests, error experience, remote and personal/direct assistance, installation, repair, replacement, vendor-contract mediation for resolution, and overall maintenance strategies and support for computerized Institute servers, endpoints systems, and processes.

• Implement Windows 2008 Server, Sever-Workstation Administration (Active Directories

/DNS/DFS/GPO) management, installation, updates, backups, repairs, etc.), LAN-WAN Infrastructure, troubleshooting/help desk/access/security/access rights/ hardware planning and resolve, shared peripherals maintenance and management, NAS/SAN strategies oriented to backup and restore. All general Operations (reports, processing, acquisitions, inventory tracking, productions).

• Maintain Troubleshooting and Request Ticket records using internal self-designed ticketing system to support (All Tier) logs for server-service work and workstation analysis and documentation for incidence analysis and evaluation. Provide recommendations upon collected information. Develop and propose plans of action, schedules, and budget plans for these new strategies.

• Administrate Main Domain, File, and Database servers and workstations to include setup of accounts, groups, and file security, routine and emergency backups, emergency evacuation procedures, and emergency restores. Provide all possible systems administrative assistance to all other project staff and computerized resources.

• Design and provide computer and database programs to interact with existing program systems to increase production operations. Provide periodic evaluations on existing systems and provide recommendations for improvements or replacements if necessary.

• Install, troubleshoot, and maintain (patch, update, upgrade, replace) servers and endpoints; provide assistance with current staff on support of personal workstations, computer systems, peripherals, LAN and WAN systems and infrastructure.

• Provide assistance with connection and integration with other existing server systems and architectures (Linux Clustered multinode, Apple Macintosh workstations)

• Provide assisting consultation and service to Institute management, project developers, and directors on legacy or newly developing Institute or department initiatives, HIPAA related needs or services. Provide cost estimates, procedures, development schedules, and budget proposals for legacy and new system/technology installations, deployments, and maintenance.

Specific Role: As Database Specialist

• Primary lead function in areas of SQLServer, Windows 2008 Server, Sever-Workstation Administration, LAN-WAN Infrastructure, troubleshooting/help desk/hardware planning and resolve, shared peripherals maintenance and management, NAS oriented backup and restore. All general Operations (reports, processing, inventory tracking, productions). 2003 to 11/30/08: CHIEF INFORMATION TECHNOLOGY OFFICER Pacific Health Research Institute, Honolulu, Hawaii In addition to current Systems Administration responsibilities (as listed below) additional responsibilities include the design, maintenance and upgrades of PHRI’s computerized merged resources. Services in this role include analyzing the Institute’s information and technology goals and requirements and developing strategic and operational plans consistent with the Institute’s strategic priorities and mission. Work involves communication and consultation with all Institute staff, key Institute personnel, and senior management to evaluate current Institute needs, new technology, and address emerging issues.

Management/Administration

• Oversees all of the IT Department’s resources and personnel, and the Institute’s computerized operations including staff supervision, planning, managing department initiatives and program schedules.

• Responsible for developing and maintaining Departmental goals, organization, road- mapping, strategies, working level strategic plans, operational metrics, performance indicators, departmental documentation and reports, and summary data for short and long term Institute driven directives.

• Responsible for developing, submitting, and implementing departmental and Institute-IT- related policies and procedures affecting Institute use, security, control, compliance, and disaster prevention-execution and recovery, Help Desk and Incident Analysis and Evaluation.

• Responsible for developing, submitting, and managing the IT department budget to include current maintenance and plans for future development initiatives for the Department and the Institute’s IT related needs.

• Responsible for staff supervision to include but not limited to management, Help Desk and Incident Analysis and Evaluation, incidence “damage control”, public awareness communications, priority and goal setting, conflict and service resolution, performance evaluation, merit evaluation and recommendation, and creation of personal development plans.

• Responsible for documenting all consulting, purchasing and acquisition of all electronic and computerized property in compliance with OMB Circulars 110 and 122.

• Responsible for management of outsourced computerized property and services including vendor relations and communication, annual bid and contract review/renewal/re-bid submittals.

• Responsible for communicating these efforts with the CEO and/or senior management for Institute alignment and direction. Tasks include attendance of management team and CEO meetings preparing and providing documentation and discussion about IT issues, submission of white papers, and conducting presentations upon request. 1998-2003: IT DEPARTMENT LEAD

Hawaii Center for Health Research / Pacific Health Research Institute, Honolulu, Hawaii

• Serve as department supervisor and manager under the direction of the newly merged Director of Facilities and Administration. Performed many of the management/administrative duties as listed above as directed in addition to maintaining systems administration duties in own specific area of responsibilities. Systems Administration Duties

• Provide systems testing, personal or group training, help desk support, troubleshooting and repair support for computerized Institute systems and processes.

• Maintain Troubleshooting and Request Ticket records using internal self-designed ticketing system to support logs for server-service work and workstation analysis and documentation for incidence analysis and evaluation.

Provide recommendations upon collected information. Develop and propose plans of action, schedules, and budget plans for these new strategies.

• Design and provide computer programs to interact with existing program systems to increase production operations. Provide periodic evaluations on existing systems and provide recommendations for improvements or replacements if necessary.

• Install, troubleshoot, and maintain (patch, update, upgrade, replace) servers, personal workstations, computer systems, peripherals, LAN and WAN systems and infrastructure.

• Administrate servers and workstations to include setup of accounts, groups, and file security, routine and emergency backups, emergency evacuation procedures, and emergency restores.

• Provide consultation and service to Institute management, project developers, and directors on legacy or newly developing Institute or department initiatives, needs, or services. Provide cost estimates, procedures, development schedules, and budget proposals for legacy and new system/technology installations, deployments, and maintenance. Specific Role: As Lead Sys Ad

• Primary lead function in areas of Sever-Workstation Administration, LAN-WAN Infrastructure, troubleshooting/help desk/hardware planning and resolve, shared peripherals maintenance and management, NAS oriented backup and restore. All general Operations (reports, processing, inventory tracking, productions).

• Secondary function in Exchange Administration, Firewall Security, portable systems, web development to include all functions as systems administrator as required.

• Contingency backup: to include all functions as systems administrator as required for Database (SQLServer) processes, security, access, reports, backup. 1991-1998: STATISTICAL PROGRAMMER/ANALYST

Honolulu Heart Program, Honolulu, Hawaii

(operated as Hawaii Center for Health Research starting in 1996)

• Served as statistical data analysis programmer under the direction of the Director of Project and Facilities Management. Responsibilities included interfacing with upper level management and Investigators to provide such services as quality control and research analysis of data.

• Duties increased to cover the management of computer resources over the various LAN and WAN locations and server infrastructures, troubleshooting, help desk, inventory, and creating various integrated database applications for administrative service and project support.

Work History prior to 1991 available upon request. EDUCATION

University of Hawaii at Manoa, BS Electrical Engineering, May 1988. Major fields of study included: Software Programming, Biomedical Engineering, Circuits Design (Analog, Digital); minor fields of study included: Artificial Intelligence, Robotics Iolani High School, 1979.

COMMUNITY SERVICE

Mong Wah Tan Chinese Buddhist Temple and Association (serve as Board Director and member).

Association of Information Technology Professionals (member) Chinese Physical Culture Association (Officer and Training Instructor) INTERESTS

Music (theory, composition, recording, performance), martial arts, electronic circuitry design and application, tennis, volleyball, acoustic engineering, hiking, camping, gymnastics, running, meditation, community theater production, and video production. REFERENCES

Available upon request.

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