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Customer Service Active Directory

Quincy, MA
March 15, 2019

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Ziliang Shao

Quincy, MA ***** 617-***-****

System Administrator

Energetic and solution-focused IT professional well-versed in evaluating, designing, maintaining, supporting, and administering all data networks, hardware, software, and web development to support mission-critical IT infrastructure. Proficient in the diagnosing of network and service outage incidents and repairing network equipment, servers, workstations, printers, and scanners.

Key Skills

Troubleshooting & Repair

Requirements Analysis



Routing & Switching

Network Security

Incident Documentation

Project Management

Team Building

Relationship Building

Process Improvements

Business Acumen


Python & Perl

System Administration

Technical Proficiencies

Operating Systems

Windows 7 / 10 / Server, OS X


Active Directory, LAN, WAN, WLAN, Routers, TCP/IP


Microsoft Office (Word, Excel, Outlook, PowerPoint)


Bachelor of Science, Information Technology, May 2017 University of Massachusetts Boston, Boston, MA

System Administration and Network Administration

Professional Experience

Swissport Inc. in Logan Airport, Boston, MA, April 2018 - June 2018

Intern, Customer Agent

Confirmed and edited passenger’s travel information using a script. Provided superior customer service in taking reservations, ticketing, baggage processing, terminal/gate check-in, jetway operation, greeting arriving passengers, handling of VIPs, providing special passenger assistance, and handling customer complaints through outstanding problem-solving and communication.

Job Contribution

Established a personalized approach to ensuring passenger’s information is correct in the Back-Office system across script.

*No sponsor needs. Authorized to work in the U.S.

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