Customer Service Support

ANDREW J. LEE

*** ***** ** • PARAMUS, NJ *****

PHONE (201) 527 – 0653

E-MAIL ***********@*****.***

OBJECTIVE

Seeking long-term employment in an organization where I can make a positive contribution and grow professionally and personally to further enhance my skills and experience.

EXPERIENCE

Jul 14-Present Dealogic New York, NY

Associate Technical Systems Engineer – Production Support

Part of an international support team that manage and maintain webservers, web based application. Supporting 200+ clients including banks and hedge funds with issues related to Investment Banking Software on hosted and deployed systems.

oWork with internal teams for automatic deployment of various software to internal users.

Create documentation for team members detailing troubleshooting or implementing new

procedures of proprietary systems for product knowledge base.

oRemote support and troubleshooting with technologies like Webex and DameWare remote connection.

oSupport clients and internal users directly in installation and usage of specific tools of the software, both standalone and plug-ins

oProvide timely support of proprietary software products to business clients by opening tickets of any reported issues.

oUse Microsoft SQL Management studio and SQL Profiler to analyze web based data queries.

oUtilize various other tools to trouble shoot problems. Lead the identification and escalation of production issues as reported by clients.

oMaintain system functional requirements, ensuring service levels and positive end-user support.

oAct as a liaison between business groups and technical groups to escalate

software defects, determine their root causes, and eradicate them in future releases.

oThe call ends with explanation of issue, next steps and estimated time of resolution.

oTravelled to Hong Kong office to assist with support in the Asian region.

oOversea training new hires in New York and Hong Kong office.

Dec 11-June 14 Western Union Speedpay New York, NY

Analyst – Technical Support

Highly responsive analyst supporting 400+ clients using the Western Union Speedpay product in a 24/7 team.

Collaborate with cross-functional teams to monitor and maintain the following:

oExecute general troubleshooting, such as writing basic queries in SQL.

oEncrypt and send secure files via FTP and SFTP.

oLead the identification and escalation of production issues as reported by clients.

oProvide telephone & email support of proprietary software products to clients by opening tickets of any reported issues.

Superior customer service by providing on-going assistance in the following areas:

oExceeds expectations by monitoring and managing the progress and resolution of issues during off- hour and weekends.

oProvide timely support of proprietary software products to business clients by opening tickets of any reported issues.

oMaintain system functional requirements, ensuring service levels and positive end-user support.

Quickly learned complex propriety software to assist clients:

oApproach of each call starts with diagnosing problem by listening and asking questions.

oAfter diagnosing the issue the situation is fixed or escalated for further assistance.

oThe call ends with explanation of issue, next steps and estimated time of resolution.

Mar 08-Dec 11 International Digital Systems Inc. Fort Lee, NJ

Associate Consultant - Infrastructure

Lead the efforts for providing a wide variety of complex technical assistance to clients.

Managed all desktop support & help desk across 20 clients by delivering consistent service in the following areas:

oEnd user network setting, PC troubleshooting, user data backup & restore, PC hardware upgrade & maintenance and shared folder setup.

oRemote support with Webex, RealVNC and Microsoft Remote desktop connection.

oWASP asset management: Bar-coding server, network devices and user PC, warranty check with serial numbers, hardware specification check, IP address check.

oQuickBooks implementation, backup and update maintenance.

oImageRight and CIS(AIM), Vertafore software client setup and troubleshooting with the vender(Vertafore).

Provided server support across multiple systems, not limited to:

oActive Directory and User account administration: Group Policy and account managing.

oServer infrastructure: Windows 2003/2008 server installation and server setup according to the role (Domain controller, DNS, DHCP, WINS, File Server, IIS).

oDHCP/DNS/WINS: internal windows network management.

oExchange 2007 standard server: Installation in Virtual Machine and restored test email box creation and giving.

oCreated image backup using Norton Ghost.

oVMware workstation: Implemented test for preproduction and backup restore test.

Executed and maintained data center infrastructure, such as:

oDatacenter moving: Cabling managing server and network rack, cabling under the raised floor, cable termination and server and network device racking.

oHardware maintenance: Dell Server Memory replacement, Hard disk replacement and APC UPS battery replacement.

oDatacenter AC monitoring and temperature check and troubleshooting with the vender.

oDaily server backup check, monthly performance check with WHATSUP monitoring tool.

oBiometric door lock system configuration for data center entrance.

Developed network experience by accomplishing the following:

oConducted DS3 circuit ordering and planning for turn-up.

oConnected Cisco Router and Switch through console

oIP camera installation and recording setup.

oSetup Polycom QDX6000 video conference device - web based configuration.

oSmall office network setup (E.g. Linksys, Netgear router and switch setting).

EDUCATION

May 2004 West Virginia University Morgantown, WV

Bachelors of Arts in Sociology & Anthropology

April 2009 PC Age Computer Institute Jersey City, NJ

Diploma - Internetwork Engineering

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