Technical Support

Willex Tam

**** *. ***** *******, ******** Park KS 66085

913-***-**** (home) / 913-***-**** (cell)

*******@*****.***

PROFESSIONAL PROFILE

Detail-oriented and self-motivated individual with ten years of experience in electronics, computer and data service industries.

Superior organizational skills and be capable of handling several projects

Ability to multi-task, maintain composure under pressure and meet deadlines

Work in an ever changing fast-paced work environment

IPRO, LAW Pre-Discovery, NUIX experiences

Experience with MS Office, imaging, trouble shooting and testing.

Window O/S, Microsoft Office, and any third party software installation

Experience with Active directory, and setup new user account

Create and load image, and Hardware/ Software Installation

Perform any updates and firmware for any systems

Assist users on local/network printer and scanner setup

Upgrade PC and setup, End user with VMWare

Experience with JIRA, Confluence

AWS server, SQL Server, Perceptive Cloud server, and LDAP

WORK HISTORY

Cloud Solution Specialist (Contractor), Hyland Software, Lenexa (Jan 2018 – Present)

Hyland Software is the developer of the enterprise content management (ECM) and process management software suite called OnBase. Applications of the suite are used in healthcare, financial institutions, insurance, government, higher education and manufacturing.

*Monitors implementation activity to ensure architecture and design principles are upheld.

*Implementing OnBase/ Perceptive solutions, and responding to and resolving customer requests for assistance with technical issues related to their solution.

*Assist customers with issues arising from product upgrades, installations, and configurations.

*Be an advocate for customer requests; maintain ownership of request and follow through consistently with resolution.

*Provide regular and frequent communication to customer; ensure customer is fully advised as to the progress or delay to the resolution of their issue.

*Compose internal documentation that fully reflects all activity related to resolution of support request.

*Support customer testing initiatives; troubleshoot and resolve operational issues.

Software Tester, DIT America, LLC, Overland Park (Aug 2017 – Nov 2017)

DIT America which specializes in providing third-party validation with testing services.

*Perform scenario based on test script to determine system deviation from intended performance or result.

*Update and follow up with status of tickets.

*Devise and implement test strategies that adequately assess all software aspect.

*Investigate and recreate reported defects.

*Work with other engineers to troubleshoot and resolve issues.

*Track and document all testing defects and resolutions.

*Participate in the design and development of test cases and support.

Data Processing Technician, Epiq Systems, Olathe (Oct 2013 – July 2017)

Epiq Systems is a leading supplier of discovery solutions including electronic discovery, managed litigation services, and document review technologies.

*Perform process of converting native client documents into the images by using IPRO/ LAW Pre-Discovery.

*Organize large amount of data and image at various stage of the project.

*Establishes production runs, ensuring that appropriate job control language, run

documentation and data files are available.

*Knowledgeable with established processes and workflows.

*Communicate project status and updates effectively with all levels of the company.

*Resolve or elevate issues that arise during data processing.

*Perform tasks by using SQL base programs daily.

Computer Technician, Equus Computer Systems, Olathe (June 2010 – Sept 2013)

Equus is a provider of integrated computing, managed, and mobile solutions to the North American value-added reseller channel.

*Build and Configure computers include imaging based on customer specifications

*Upload and configure Operating System, Antivirus and other software as requested.

*Perform quality control testing and trouble shoot hardware and software issues.

*Perform new hardware updates and firmware for any new systems installed.

*Coordinate work order and workflow schedule with associates in other department.

*Research any update for computer components such as new driver for motherboard.

*Update and follow up with customer requests, orders, complains and status.

Electronics Inspector, Diodes FabTech Inc., Lee Summit (Oct 2009 - June 2010)

Diodes Incorporated is a global manufacturer and supplier of high-quality application specific standard products within the analog semiconductor markets.

*Program machines to perform laser scribe on incoming parts based on SOP.

*Monitor scribing process to ensure legible scribe and minimize production scrap.

*Inspect parts before and after the process to meet the quality control requirement

*Perform data entry in Access database to create travelers/router to initiate production process.

*Coordinate workflow with other departments to meet production deadlines.

Electronics Technician/ Quality Control, Polaris Electronic Corp, Olathe (June 2004 – Jan 2009)

Polaris Electronics is a manufacturer of hermetic sealing systems for projection welding and parallel seam sealing.

*Analyze work orders to calculate operating schedules that meet delivery deadlines.

*Research and retrieve schematic diagram and blue prints based on bill of material.

*Verify accuracy of material issued based on bill of material and communicate discrepancy with Production control associate.

*Perform welding and testing on incoming parts to ensure products meet the specifications.

*Build sub-assembly components (PC Boards, wiring) based on Schematic diagram and blue prints.

*Perform testing and trouble shooting on welding machines.

*Support and trouble shoot office PC and network problems.

*Assist year end cycle count.

IT Support (Part Time Contractor), Legacy Technologies Inc, Mission (May 2005 – Oct 2008)

Legacy Technologies Inc. is a manufacturer of high reliability precision quartz crystal holders.

*Setup new user account, access security and share folders in server

*Install Microsoft Windows, Microsoft Office and other applications such as QAD and VCQ

*Troubleshoot MS outlook and VPN connection issues

*Assist users on local/network printer and scanner setup

*Reset password and any update on active directory

*Upgrade PC and setup

EDUCATION

Bachelor of Science, Management Information System, minor Computer Science;

Northwest Missouri State University

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