Active Directory Help Desk
Resume:
Chung Pak
***** **** *** #** ********, NY *****
********@*****.***
Objective
High-performing IT professional with more than 10 years’ experience in technical customer support seeks Help Desk Support position.
Experience
Strive Boxing MMA Gym 2017 - 2018 Ridgewood, NY
Co-Owner/IT Manager
•Setup and managed entire business IT infrastructure in a Windows 10, MS Office 365 and iOS environment.
•Installing and configuring company iPhones and iPads with SquareUp point of sales system and ZenPlanner gym management application and providing technical training to staff.
•Installing, cabling, and configuring cloud based security cameras.
•Installing and configuring wireless HP printer and scanner.
•Assigning and troubleshooting TCP/IP, DHCP, and DNS connectivity issues.
•Diagnose and troubleshoot application, printer, router, and network connectivity issues via phone or remotely with TeamViewer application.
•Collaborating with various vendors in installing, configuring, and escalating trouble tickets.
Pacific Rock Capital Management LLC 2016 – 2017 New York, NY
Partner/IT Manager
•Setup and managed entire company IT infrastructure.
•Installing and configuring company Lenovo notebooks with Windows 10, MS Office 365 and Metatrader4 trading application.
•Installing and configuring Metatrader4 trading application on staff iPhones, iPads, and Androids.
•Installing and configuring wireless HP printer and scanner.
•Assigning and troubleshooting TCP/IP, DHCP, and DNS connectivity issues.
•Diagnose, troubleshoot, and resolve wide range of software, hardware, mobile, and network connectivity related issues and minimize downtime via phone or remotely with TeamViewer application.
•Collaborating with vendors in installation of trading platform and escalating and resolving trouble tickets.
•Providing staff technical training in utilizing the trading software.
Winthrop University Hospital 2008 – 2016 Mineola, NY
Senior Help Desk Associate
•Providing high priority IT customer service to over 6,000 medical staff members in the main hospital and off sites in a high volume 24/7 critical healthcare environment.
•Liaison between application vendors and healthcare staff in troubleshooting and escalating high priority Computerized Physician Order Entry (CPOE) related issues.
•Managing Altiris Help Desk ticketing system queue and assigning tickets to specific support group.
•Troubleshooting Windows XP, Windows 7, and Mac OSX related issues.
•Creating new staff member logins, passwords, and system access changes in accordance with HIPAA rules in Active Directory.
•Installing and configuring Citrix or VPN remote applications for physician’s laptops, MacBooks, HP workstations, iPhones and iPads.
•Troubleshooting remote connectivity issues with VPN, Citrix XenDesktop and Citrix Receiver.
•Troubleshooting critical downtime server related issues in the Data Center.
•Configuring and troubleshooting mobile tablet pharmacy medication carts and scanners for nursing staff.
•Troubleshooting wireless connectivity issues with mobile tablets and medication carts.
•Troubleshooting network related issues with switches and routers.
•Installing and troubleshooting Microsoft Office related issues via phone and remote using Altiris Deployment system.
•Troubleshooting Avaya IP phone issues.
•Installing and troubleshooting HP and Lexmark printer jams and network related issues.
•Imaging, configuring, and installing HP workstations, thin clients, throughout the hospital.
•Assigning and troubleshooting TCP/IP, DHCP, and DNS connectivity issues.
•Setting up mobile deaf machines for deaf patients in critical care units and nursing floors.
•Removing viruses and spywares using Trend Micro enterprise security software.
•Deploying software remotely to workstations using Altiris Remote Deployment system.
•Reset network and Exchange Email passwords in Active Directory for hospital staff.
•Coordinating and managing project installs of software and hardware rollout with network engineers, hospital staff, and various vendors.
•Providing technical training and policies for new IT staff members.
•Conducting nightly rounds on each nursing and critical care unit floors in the hospital and checking devices and applications are on-line and functioning properly.
•Documenting and updating IT related manuals and forms on Excel spreadsheets.
•Imaging desktops, thin clients, laptops, and pharmacy mobile medication carts using Altiris Deployment system and deploying devices throughout the hospital.
•Imaging, deploying, and troubleshooting VDI virtual machines in a VM environment.
•Installing and cabling data closets with switches and routers.
•Conducting nightly backups on T3 IBM systems.
•Providing Go-Live and ongoing support, training, configuration, installs, troubleshooting and escalating issues for various UNIX based clinical medical applications from Workflow EMR/EHR application, CPOE applications - SIEMENS NetAccess and Invision OAS GOLD, Pharmacy MAK system, IDX Centricity, ECIN, Pyxis, Forms On Demand, Emergisoft, Exitwriter, Caretrends.
•Documenting, reporting, and escalating SIEMENS Healthcare software defects using SIEMENS Healthcare GemsWeb ticketing system.
•Monitoring and managing various vendor interface connections.
J2K Technology 2007 – 2008 Garden City, NY
Help Desk Consultant at Winthrop University Hospital
•Providing Level 1 Help Desk related phone and remote support using Altiris system for the main hospital and off sites in a 24/7 environment.
•Creating Altiris Help Desk tickets and escalating to specific IT engineer or support team.
•Monitoring and managing various healthcare vendor interface connections.
•Creating new staff member logins, passwords, and system access changes in accordance with HIPAA rules in Active Directory.
•Troubleshooting VPN connectivity issues for physicians trying to connect from their home PC to their office PC.
•Troubleshooting wireless connectivity issues for laptops and mobile pharmacy medication carts.
•Troubleshooting various healthcare application issues.
•Troubleshooting Microsoft Office related issues via phone or remotely using Altiris Deployment system.
•Troubleshooting HP and Lexmark printer jams and network related issues.
•Removing viruses and spywares using Symantec enterprise security software.
•Deploying various software’s remotely to workstations using Altiris Remote Deployment system.
•Reset network and Exchange Email passwords in Active Directory for hospital staff.
•Conducting nightly rounds on each nursing and critical care unit floors in the hospital and checking devices and applications are on-line and functioning properly.
•Documenting and updating IT related manuals and forms on Excel spreadsheets.
•Imaging desktops, laptops, and pharmacy mobile medication carts using Altiris Deployment system and deploying devices throughout the hospital.
•Conducting backups on T3 IBM systems.
Cohen’s Fashion Optical 2006 – 2007 Garden City, NY
Network Field Engineer
•Providing 24/7 phone support or onsite IT field support for over 150 stores in the U.S. in a Windows XP environment.
•Participate in the software development cycle of the Linux based Point of Sale system with the program developer before deployment.
•Review software documentations to ensure successful Point of Sale system installation and troubleshooting.
•Providing Go-Live Point of Sale system installs and support to store sites in the NY/NJ/CT areas.
•Setup of secure MySQL connections with the Point of Sale system to retrieve daily financial transactions.
•Document and report Point of Sale system defects to program developer.
•Installation of printers and fax machines.
•Training store employees on using the Point of Sale systems.
•Troubleshooting network connectivity issues.
•Imaging, configuring and setup of new computers and laptops.
•Assigning IP addresses of workstations, servers, and printers.
•Removing viruses and spywares.
•Cabling network switches, routers, and organizing patch closet.
•Documenting and updating inventory of IT equipment.
Agra-Services Brokerage Co., Inc. 3/2006 – 10/2006 Jamaica, NY
Management Information Specialist/Accounting Representative
•Administration of Windows 2003 and Snap Servers.
•Managing the Cisco VPN connection and Cobalt Raq 3 Web Mail Server.
•Installation of various applications.
•Configuring and setup of new computers and laptops.
•Installation of various hardware and software.
•Provide Help Desk phone support or remote UltraVNC in Windows environment.
•Installation and support of network printers and fax machines.
•TCP/IP configuration of workstations/servers/printers.
•Removing viruses and spywares.
•Maintaining and scheduling of NTI system backups.
•Cabling network switches, routers, and patch closet.
•Providing IT training for staff members.
•Documenting and updating inventory of IT equipment.
•Managing FedEx Shipment Manager Application.
•Accounts payables using UNIX based FilePro database.
•ACH check processing using Automated Broker Interface (ABI)
Education
Keller Graduate School of Management New York, NY
Master’s of Business Administration November 2010
DeVry Institute of Technology Long Island City, NY
Bachelor’s Degree in Networks and Communications Management October 2005
Activities
•2002 and 2005 NY Golden Gloves Boxer
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