Desktop Help Desk Support Technician

SHAO L. PAN

**** **** ******* **., ***** VISTA CA, 91913

619-***-**** ****.*.***@*****.***

CAREER SUMMARY

DESKTOP SUPPORT TECHNICIAN WITH OVER FIVE YEARS’ EXPERIENCE IN TECHNICAL AND CUSTOMER

SUPPORT ROLES. EFFECTIVELY IDENTIFIES PROBLEMS USING ADVANCED TROUBLESHOOTING SKILLS.

SUPERIOR COMMUNICATION AND PEOPLE SKILLS ESTABLISHED THROUGH SPECIAL TRAINING IN

CUSTOMER SERVICE. DEEP FELT DESIRES TO SERVE THE CUSTOMER, RESOLVE PROBLEMS, AND PROVIDE

A COMPLETE IT SUPPORT SOLUTION. A SELF-STARTER THAT IS WELL ORGANIZED AND CAPABLE OF

MULTITASKING WITH NUMEROUS RESPONSIBILITIES WHILE MEETING THE REQUIRED DEADLINES.

QUALIFICATIONS

• Knowledgeable in Windows XP, 7,

• Knowledgeable of remote support

8, 8.1, Windows Server 08/R2, and MAC

software: GoToAssist, TeamViewer, Screen

OS X support

Connect, and LogMeIn

• Knowledgeable of user setup in

• Manage clients’ daily/weekly system data

Active Directory

backups with BackupAssist, Carbonite, and

• Knowledgeable with email setup

IDrive

in Office365

• Strong understanding of network topology

• Hardware and software

and data networks

troubleshooting proficiency

• Excellent mathematical and analytical

• Experience with 2Wire,

skills

NETGEAR, D-Link, and Linksys

• Microsoft Office proficiency (Word,

networking/wireless/firewall equipment

Excel, Outlook, and PowerPoint)

• Knowledgeable in basic

• Fluent in both written and spoken English

configurations of Cisco’s networking

and Chinese (Mandarin)

equipment (IOS)

• Exceptional people/soft skills and

• Proficiency in computer assembly,

telephone etiquette

upgrade, repair, hardware and software

• Hard working, organized, responsible,

installations

multi-tasking, team player, problem solver,

• Working knowledge of desktop

and quick learner

administration and imaging with Acronis

• Ability to lift or move up to 50 pounds

• Knowledgeable of ConnectWise

ticketing system software

ACCOMPLISHMENTS

• Created online forms to reduce office supply cost by 25%

• Remove unnecessary empty spacing on clients work order/invoices to reduce office printing

supply cost by 20%

• INCREASE 25% PRODUCTIVITY BY REASSIGNING PAST DUE TICKETS TO OTHER IT CONSULTANTS

WITH LESS WORKLOADS

• SENDING WEEKLY EMAIL PAST DUE TICKET REPORTS TO KEEP IT CONSULTANTS WELL INFORM

AND UP TO DATE

• Follow up with clients informing them the latest news and make sure they are happy with our IT

services

EXPERIENCE

Help Desk Manager, Associate Consultant

October 2013 – August 2014

Bayside Networks, Inc. --- San Diego, CA

• Manage the Help Desk and provide general IT technical supports to clients on

Window/Server OS and Mac OS X Based Systems. Job duties included answering phone calls,

providing supports to consultants, and provide clients with general IT technical support while on-

site or remotely: basic trouble shootings of hardware/software, installations, repairs, maintenance,

component upgrades, system data backups, remove virus, malware, and spyware; setup user

account in Windows Server’s Active Directory and reset user password as needed, setup new PC

for clients, setup Office365 email account, sync email account onto Outlook, smart phone, and

tablet. Task with assigning/reassigning tickets/past due tickets to the most suitable available

consultants and escalating tickets to a higher IT Tier support as needed. Follow up with

consultants regarding their current work/project status and keeping our clients up to date with the

work done thus far. Assisting consultants making on-site visit appointments with clients or gather

additional information from clients regarding their issues as necessary. Daily review clients’

backup status reports. Responsible for sending weekly email past due ticket reports to IT

consultants, print clients work orders/invoices and sending it out.

Network Administrator

July 2013 – September 2013

San Diego City College – Math Center --- San Diego, CA

• Manage the facility's network and security. Job duties included basic trouble shootings of

hardware/software, installations, repairs, maintenance, component upgrades, system backups, set

up parental controls and restriction of applications on different user accounts.

Supervisor

August 2003 – September 2013

San Diego City College – Math Center --- San Diego, CA

• Supervised students in several levels of self-paced math courses. Job duties included

supervise staffs and servicing hundreds of students in tutoring, administering exams, grading

homework and exams, attendance check, answering/returning phone calls, and assurance of

standards of academic honesty. Worked closely with the Network Administrator to help resolve

general PC/MAC technical issues within the facility.

Intern – MIS Technician

June 2002 – August 2002

Northrop Grumman Continental Maritime --- San Diego, CA

• Assisted with company-wide computer administration. Job duties included computer assembly,

repair, and maintenance, component upgrades and installations, and system backups.

EDUCATION

B.S. Electrical Engineering June 2010

University of California, San Diego – La Jolla, CA, United States

Minor: Mathematics

Highlighted Courses: Data Networks I & II, Queuing Systems: Fundamentals, Queuing Systems:

Computer Systems & Data Networks, Probability & Random Processes

A.S. Engineering June 2006

San Diego City College – San Diego, CA, United States

A.A. Transfer Studies June 2006

San Diego City College – San Diego, CA, United States

ADDITIONAL INFORMATION

• Awards & Honors: Awards & Honors: Dean's Honor List (2 academic years), Jump Start

Robotic Competition (Best Demonstration of Teamwork & Most Effective Use of Programming)

• Citizenship: U.S. Citizen.

Contact this candidate