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Desktop Support Manager

Location:
Houston, Texas, United States
Posted:
April 22, 2019

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Resume:

Andrew Tsao

*** **** ***. **** ***, NJ ***** 832-***-**** ac86i1@r.postjobfree.com

Skills Summary

Twenty years of experience as a Senior I.T. Support Ambassador, Project Management and Engineer with expertise in installations, repairs and configurations in Microsoft platforms. A detail-oriented senior technical analyst with strong client relations, strong problem solving and remote technical support skills interested in fostering personal and professional growth within a progressive organization. A dependable team player and an effective independent contributor that is seeking to grow into project leadership roles.

Professional Experience

Desktop Consultant / Deployment Lead

Reckitt Benckiser / Infosys (December 2017-Present)

oDeploy over 1000 one drive in one 1 month, migration, train, deploy, troubleshoot, resolve multiple version issue company wide.

oAssist with 1st/2nd/3rd tier end user computing support.

oCreate custom script installs for deployment.

oExecutive Desktop Support when needed.

o3rd tier support for hard to resolve issues.

oVideo Conference testing and support of all Cisco TP and Polycom devices in Office.

oMigrate user data with DDP Encryption.

oBuild, configure, deploy and test new Windows 10 images end user applications.

oHyperCare to sales conferences and mobile devices rollout and trainings.

File server migration from file server with Security group memberships with proper permissions

Regional IT Administrator, Manager, Support Engineer/Consultant

Conagra Foods / Infosys (February 2017-December 2017)

oManage maintain support MS Server 2012 R2 hosting web server, mail server Mdaemon, file servers, NAS data transfer management. Carbonite cloud backup management, Mail Queue management, spam mail management, malware management, implement anti-virus.

oMigrate from mdeamon mailbox to office 365, export import mail as pst.

oFile server migration from file server with Security group memberships with proper permissions.

oManage and support Boulder Office and west coast regional offices EUC (60+ users) backup remote manage and support entire NYC office east coast region.

oFull client office support and maintain video conference (VMR, Blue Jeans, WebEx, Cisco TP, Polycom, Nexia, Crestron) Systems.

oManage maintain support PBX server with voice mail and switch board for on boarding off boarding name change, extension, vm password reset.

oMaintain manage, support Quick Books accounting server/workstations.

oMaintain manage, Netgear, firewall / routers, switches, patch panels.

oMaintain, manage, and support Avaya IP Office PBX system.

oMaintain, manage, support QuickBooks enterprise server

oAssist with new rack build out convert and migrate all system to VMware, NetApps, Riverbed, Cisco router, switches. Layer 1,2 build out.

oFile server migration using NAS Synology using robocopy to migrate company data.

oComplete Exeuctive/EUC manager desktop support

IT Office Manager, Coordinator, Executive Desktop Support Engineer (SCCM 2016 admin)

Telstra and Infosys limited (February 2015-2017)

oSCCM 2016 administration, Applications management, Deployment, packaging, Collections.

oWin 7 to win 10 migration applications testing, repackaging. Troubleshooting packages and deployment and endpoint client support.

oManaged, maintained supported and deployed applications using SCCM

oMicrosoft Risk Assessment Planning service member for SCCM 2016

oPart of Windows 10, Office 365, Lenovo Refresh all in one migration team.

oTrained, consulted Upper Management IT processes and procedures.

oDocument all training and issue / resolutions in ServiceNOW knowledge base.

oMinimized all IT issues to close out role of project.

oLead and trained End Users, Internal IT teams.

oManage and coordinated with 3rd party IT Vendors.

oSubject Matter Expert to special projects to analyze break point at data centers.

oManage and support entire San Francisco Office and west coast regional offices EUC (100+ users) backup remote manage and support entire NYC office east coast region. (80+ users)

oFull client office support and maintain video conference (VMR, Blue Jeans, WebEx, Cisco TP, Polycom, Nexia, Crestron) Systems. Ie: host live in person & record bluejeans VMR for CEO’s Steve Walsniak (Apple), Steven Elop (Nokia)

oCollect all technical data, escalations coordinator for the entire US region.

oTravel to remote offices to support, troubleshoot report layer 1, 2 of switches routers, access points, link speeds, firewall, routing issues at CoLo/DC.

oRemote desktop support regional offices of west coast.

oManage, Maintain, support and report all asset inventory of servers, switches, IT closet rack, switch panel, desktops, laptops, mobile smart phones on Service NOW.

oLegacy server administrator of file server, DHCP, communicator 2007 and Active Directory (AD).

Hands and feet, eyes and ears of the entire IT hardware, software, assets, users of West coast region.

oHandle and coordinate escalated / hot transfer / VIP / Executive client trouble tickets. Able to dissect the ticket down to the root level and properly hot escalate to the specific department / administrator.

oMigrate, configure, support and train Office 365 under direct multiple stakeholders, internal/ Project managers, and VIP executives.

oAnalyze all network, access points, VoIP phones, Soft VoIP, WIFI, laptops, and provide technical symptoms using network commands using insider for frequency interference.

oManage maintain and support network closets consists of servers, routers, analog phone lines, PTSN, routers, access points, cisco switches, video conferences.

o Ensure proper migration files of Outlook 365. Instruct and perform manual PST migration from local to cloud, mail signatures, company configuration settings, salvage PST with scanpst.exe successfully.

oTroubleshoot, train, support checkpoint secure remote client VPN issues using Bomgar remote desktop tool. Create scripts for end user to enable/disable proxy on/off switch. Uninstall, clean, repair java, web plug-in configurations.

oMonitor spam, malware attachments on GFI Mailessentials server.

oManage and support mailbox accounts on exchange 2007.

oAssist Rollout Windows 7 migration with Office 365 of Laptops and desktops using SCCM/configuration manager.

oMaintain and support Security Honeywell key fob system and integrate with Papercut LAN printing technology.

oMaintain SOE software compliant, follow and train staff company security policies.

oRun query and deploy client software on SCCM admin tools.

oMaintain latest hardware drivers for Toshiba Laptops.

oTrain all employees Internal IT processes, security processes, and documentation including new IT counterpart.

oBuild work around images for windows 7 deployments on out of region hardware models.

oManage and deploy complete T-Mobile vendor mobile accounts and support AirWatch MDM on all mobile devices.

oSupport and manage MS Communicator Server 2007

oLiaison between clients, PM, IT manager and System, network, security Administrators

oOversee deployment, configuration and repair of network systems, laptops, telecommunications and printing equipment.

oManage the planning and implementation of information system security, anti-virus and data protection software.

oPlan and install various computer applications and software modules with oversight of initial user training and support.

oMaintain, Update and support business LAN/WAN network cabling, fiber optics, switches, routers, servers and various network devices.

oProvide support for network technicians in the implementation of network applications and virtual servers.

oEnsure business continuity with full responsibility for 100% uptime.

oServe as project manager for deployment of new technologies or devices such as video conferencing units and wifi.

oResearch and implement new innovative technologies that are capable of enhancing business productivity or reducing expenses.

oMigrate, administer, and support MS SharePoint 2000 to 2013 onwards.

Senior Remote Desktop / Executive Support / SAP / Office 365 Migration Specialist

Infosys Inc. (Sysco Foods)

Feburary 2014-March 2016

oHandle and coordinate escalated / hot transfer / VIP / Executive client trouble tickets. Able to dissect the ticket down to the root level and properly hot escalate to the specific department / administrator.

oHelped the Company bring down ticket count from over 2000 per day to less than 500 active tickets presently.

oMigrate, configure, support and train Office 365 under direct Project managers

oSAP Deployment Support, Face to face interactions with customers and technicians to provide upgrade/migrate/ GO-Live support instructions.

oProject Push SAP front-end application, update, configure, and troubleshoot the System of all pre-requisites desktop Readiness using SCCM with export query reports.

oEnsure proper migration files of Outlook 365. Instruct and perform manual PST migration from local to cloud, mail signatures, company configuration settings, salvage PST with scanpst..exe successfully.

oTroubleshoot, train, support F5/Big Edge client VPN issues using Bomgar remote desktop tool. Create scripts for end user to enable/disable proxy on/off switch. Uninstall, clean, repair java, web plug-in configurations.

oAssist Rollout Windows 7 migration with Office 365 of Laptops and desktops

oFix hundreds of spyware issues/virus issues using Malwarebytes, Hijack this, cleanup tools and reimaging to keep up with SMS/WSUS/SCCM security update.

oProvide newly discovered resolution documentation for Helpdesk.

oProvide Sysco Foods staff of technology insights for future readiness of the business.

Team Lead Desktop Win 7 / XP Migration Specialist – IS&T (ABS/Eagle) CSC (Freescale Semiconductor) RCM Technologies (Applied Materials)

Houston/Austin, TX

December 2010-Feburary 2014

oTeam Lead for Windows 7 Refresh / Upgrade Project migrated out 5000+ Laptop & Desktop computers travelled Domestically and Internationally.

oTrained Level 1, 2 Technicians and supervised work flow and processes.

oSME to provide excellent resource for none technical IT Project managers.

oProvide timely (20-40 laptops/desktops upgrades a night), accurate hardware/software configurations and data transfers.

oFace to face interactions with customers and technicians to provide upgrade/migrate/support instructions.

oEnsure proper migration files of Outlook 2010 & IBM Louts Notes. Ie: id’s, nsf’s, ndk, ini’s, dic's, pst's, mail signatures, company configuration settings.

oTroubleshoot SCCM client, (loadstate/scanstate) USMT command line issues.

oHelp Develop USMT scripts to run bat files to capture and restore user data.

oAssist with MDT 2012 server (SCCM) Deployment.

oProvide timely (8-12 laptop upgrades a night), accurate hardware/software configurations and data transfers.

oFace to face interactions with customers to provide upgrade/migrate/support instructions.

oProvide Hardware warranty to All Dell, IBM, Apple computer break/fix tickets by driving on site to locations.

oRolled out Windows 7 migration with Office 2010 of Laptops and desktops

oFix hundreds of spyware issues/virus issues using malware bytes, Hijack this, cleanup tools and reimaging to keep up with SMS/WSUS/SCCM security update.

oMigrate (backup/restore) 100s of blackberry phones to new domain.

oHandle all escalated Lotus Notes 8.5.x issues/errors throughout project.

Expert Tier III Help Desk Support (Security) Administrator / Coordinator- Teacher’s Retirement System of Texas

Austin, TX

October 2008-October 2010

oProvide I,II,III tier Helpdesk/Remote desktop support to more than 500 home office, investment office, mobile and telecommuting users.

oExpert in support and training users of Microsoft Outlook 2003, 2007, 2010 with Excel add-ins.

oAdminister Active Directory, Create accounts, delete accounts, modify group memberships troubleshoot user/group accounts.

oRanked top 3 in the most tickets created, taken and resolved in my last helpdesk position.

oSupported the investments division (traders floor) high stress/high intensity expectation in turn around support time expected. During my 2 years at teacher's retirement system of Texas.

oAble to customize troubleshoot Word 2010 with word merge and style sheet also use 3rd party word repair tools and compare tools to troubleshoot documents.

oAble to dissect user errors or poor end user practice on Excel 2010 spreadsheet with tables and macros and advise for proper practice also have fast access to resources ie. Online articles like http://www.pcmag.com/article2/0,2817,2324439,00.asp or advanced Excel repair tool to fix corrupt excel files.

oSupport customized Office suites profile with custom add-in programs and able to repair the issue without rebooting the pc or the office program

oWide area of knowledge at troubleshooting which TSR processes in the OS that is causing the system to freeze the application.

oHave available xla add-in files as backup in case the xla become corrupt.

oHave ability to reset windows registry keys to release a word or excel setting.

oKnow some add-in apps conflicts with other add-in apps. to report the issue to vender.

oKnow how to repair word templates by replacing .dot files.

oAccomplished over 8 years of heavy help desk ticket handling. from remedy, to trackit, migrate heat ticketing system to ITSM .

oContain level 3 helpdesk experience to troubleshoot/problem solve complex issues while identifying unsolvable issues and act as a coordinator, expedite the ticket to the right upper tier IT group/personal/department.

oKnow in-house and FREE 3rd party remote desktop tools that can login to a user's computer in any given situation, without the user needing admin rights.

oOver 15 years experience with ms windows OS file system/permissions.

oAssisted countless number of senior executives, traders, (6 figure income colleagues) with their computer issues.

oHave the ability to answer an untrained, unknown, new software phone call, learn it on the fly and give a resolution within reasonable time; many times even unsupported.

oMicrosoft OS Expert in dos commands, and short cut keys. (supported SCCM push install issues with windows 7)

oAnalyze DLL conflicts/versions with Compare DLL tools and rollbacks.

oRun heat/ITSM problem tickets to install, configure, troubleshoot, and assist users.

oManage distribution groups, users and computers using Active Directory as a security administrator.

oProactive Research information on agency in house investment software for faster response support.

oUse Dameware, Logmein, Teamviewer, RDP to remote control users without admin rights.

oAssist & support in training users with ITSM helpdesk software.

oBackup desktop support technician duties as needed.

oWrite up FAQs support documentations for investments and continue to share resourceful information with the helpdesk team.

Helpdesk/Desktop Administrator- Robert Half Technologies (Tenaris) (Swift Energy)(BHP Billiton) Addison Search (Champion Technologies) Saratoga Software (Texas Employee Retirement System)

Houston & Austin, TX

August 2007-October 2008

oProvide desktop support to more than 300 home office, regional office, mobile and telecommuting users.

oExpert in support and training users of Microsoft Outlook 2007.

oHelp Administer IBM Tivoli Job Scheduler Software.

oMaintain extensive knowledge of Windows XP, Citrix and Exchange/Outlook systems.

oUse Trackit, Heat, Remedy primary helpdesk, software/hardware inventory to track tickets and audit software.

oBuild, Deploy, install, configure, and support PGP Desktop Data Encryption Server.

oManage users and computers using Active Directory.

oMigrate/Roll out laptops/desktops to refresh old computers project.

oUse “web tools” to remote control users without the need of admin rights.

oRoll out, administer and support PGP Full disk encryption.

oProvide desktop support to more than 2000 home office, regional office, mobile and telecommuting users.

oMaintain extensive knowledge of Windows XP, Citrix and Exchange/Outlook systems.

oUse Trackit/Perfect tracker as their primary helpdesk, software/hardware inventory to track tickets and audit software.

oUse Real VNC/Logmein/Gotomypc to remote desktop support.

oManage users and computers using Active Directory.

oMigrate/Roll out laptops to refresh old computers project.

oBuilt Windows 2003 server with RAID 5 for power users.

oDesigned a ghost server and built and developed Universal boot disk to load ghost images with sysprep.

oUse prism pack and autoIT to design automation and runas exe files to deploy company wide.

oUse “Software Tools” to remote off site offices to break admin passwords.

oUse “web tools” to remote control users without the need of admin rights.

oUpgrade Chembio ultra 2008 and 3rd party software remotely.

oAudit, inventory hardware and software titles using Trackit(audit) 8.0.

oUse ghost to build new images and backups.

oManaged PC moves. (Disconnects/Reconnects)

oTrained techs to teach company IT structure.

oProvide Ricoh printer support with IKON Docsend.

oHelpdesk SAP and Cisco VoIP support.

oRoll out laptops to refresh old computer project.

oSetting up phone on CISCO Call Manager, CISCO Unity.

oLAN/WAN network monitoring experience (whats up gold) and troubleshooting.

Senior Desktop/Laptop Support Analyst – American General/VALIC/AIG

Houston, TX

March 1998 – August 2007

o10 Years of dedication and commitment.

oProvide 2nd 3rd tier technical support to more than 5000 home office, regional office, mobile and telecommuting users with VPN.

oResearch new technical hardware/software solutions for the department to improve services and processes.

oMaintain extensive knowledge of Windows, Citrix and Lotus Notes systems, providing impeccable customer service and ranked among the company’s “Top 5” for amount of successful closed cases and completed computer installs per month.

oOversee all hardware and software related issues, building home laptops and desktops to enable company administrators remote access.

oProvide laptop remote desktop support with VPN secure remote, repair Dell hardware and software, diagnose hard drives, salvage data from irreparable drives, and troubleshoot Safeboot errors.

oSupported over 700 clients with Citrix metaframe remotely for 8 years.

oCitrix Presentation Server 4.0: Client Support trained.

oAdministered 700 clients accounts with Citrix password manager.

oProject rollout 8 desktops and laptops daily with Windows 98/2000/NT on Cybex switch box.

oRun 15-20 trouble tickets daily using Remedy Tracking System.

oSOX Compliant

IT Consulting/Analyst/Freelance – Mobile PC Solutions (tech2rescue.com)

February 2004 – 2008

Houston, TX

Own and operate all aspects of IT Consulting Company specializing in desktop client services, remote services repair and installs.

Provide impeccable customer service and advice regarding a variety of computer products and services including Windows servers, workstations and laptops.

Provide maintenance and repair of networks, security software, remote systems and other peripheral software and hardware for Microsoft and Mac operating systems.

oBuilt Switches, configure routers, network devices, PCs Phones, Windows 2003, 2008 file and print Servers

oRepaired over 100 Visio LCD TV’s (main board/power board)

oRan PC repair/diagnose hardware/software problems

oReplaced over 1000 Parts replacements under warranty

Support Technician – Texaco (Adecco)

Houston, TX

November 1997 – March 1998

Provide comprehensive technical support to employees of Texaco’s Natural Gas Support Center.

Reset passwords, configure Microsoft Exchange and Outlook accounts, support network connections, manage hardware devices and printers, and install various Gas applications.

Upgrade PC and laptop memory, network cards, and hard drives.

Take Support Calls to solve over the phone or in person.

Customer Support Representative & Lead Technical Analyst – Matrix Marketing / Gateway Computers

Houston, TX

November 1996 – November 1997

Provide customer support and troubleshooting services to technical support center.

Knocked out 82 call center helpdesk calls in an 8 hour shift when supported gateway2000 computers early in my career.

Ranked as top call tech award for 3 months, (solved the most issues).

Specialize in Gateway2000, AST, and Toshiba systems, helping clients to solve problems with hardware and software remotely, and supporting all other issues relating to hardware, software, and other peripheral accessories.

PC Technician & Helpdesk Support Representative – Internet Texas

Houston, TX

November 1994 – November 1996

Support internal technical assistance, external customer service, and sales departments of local Internet service provider.

Help customers connect to the Internet, troubleshoot Internet software and configuration issues, and build, sell and provide customer service for custom PC systems.

Install, configure, and perform upgrades on all hardware, operating systems, multimedia kits, motherboards, processors, hard drives, hard disk controller cards, data/fax modems, CD-ROM drives, sound cards, RAM, and cache chips.

**

- Client Relations

- Operating Systems:

- Windows 10, 7, XP, 2000, NT, 98, 95

- Hardware & Software:

* Installation, Upgrades, Repair, Analysis, Test & Troubleshoot

- Custom Computer Building

- Sysinternals.com Process Explorer, monitor spyware.

-A+ & Network+ trained

- Novell ZenWorks

- Systems & Peripherals

Configuration:

HP Application Lifecycle Management

- Network Configuration

Including:

Modems, Routers, Switches, Hubs, Network Cards, Wireless Networks

- Support via Remote VPN Check Point Secure, Cisco VPN

BigEdge Client; Cisco AnyConnect

- Lotus Notes, Exchange Outlook

- Citrix XP, Vista, Gotomypc.com, AS400, Logmein.com, Ultra VNC, Windows Remote dektop.

-Ghost

- Prism pack, autoIT, advanced packager

Administration

-Remedy, TrackIt

-VMWare, Virtual PC,

-Safeboot, PGP Encryption

-Mcafee DLP, EPE

-AirWatch MDM

* Fluent in Chinese

Certification, Education & Professional Training

Project Manager Professional (PMP) - University of California Berkley – Estimated Completion:

March 2017

PMI PMP Certification

Microsoft Windows 7 Certified Professional (MCP) (MCITP)

CompTIA A+ 2010 Certification Candidate

CISSP Trained

(WWTS) IBM/Lenovo Desktop/Laptop Certification Candidate

(WWTS)Microsoft Windows 7 Certification Candidate

Dell and Toshiba Laptop Certification Candidate

New Horizon Administering System Center 2012 Configuration Certificate of Completion

C-TREC/Benchmark (CCNA, MCSE, Network+ & Windows 2000, NT, XP) Computer Training & Certification – Houston, TX

TCP/IP Austin Community College

ITIL Trained

Lynda.com member

CBT Nugget Member

Techrepublic.com member

Power Shell /VBScript/Wise/Install Shield/SCCM/MCT/USMT Trained

Local Area Network Systems-Network Administration (Unix/Linux)

Austin Community College – Austin TX 2011

Computer Information Systems (C Programming)

University of Houston – Houston, TX, 1998

Computer Science and Industrial Technology (Ada, C programming)

Sam Houston State University – Huntsville, TX, 1996

Novell Networking

North Harris Community College – Houston, TX, 1993

Klein High School Graduate-1992

Licensed Texas Association of Realtor/An Active Member of Houston Association of Realtors

Excellent References Available Upon Request



Contact this candidate