Desktop support

GILBERT K. HOE

Certificated: MCSE, CNE, A+

***-** **** ******, ******* Gardens, NY 11364

718-***-**** / Cell# 347-***-****/ Email: **.*******.***@*****.***

Profile: A multi-lingual IT specialist with excellent organizational and interpersonal skills, and problem solving ability. Also a self-

motivated team player who is able to work independently as needed, in a fast paced environment. Willing to learn additional

technologies and adaptable to changing circumstances. Currently seeking a position as Desktop Support, Practice Technical support,

Project Coordinator, Technology Integrator Specialist, Junior Networking Support, Audio/Video Technician, etc.

TECHNICAL EXPERIENCE:

• Software: Windows 8.0, Windows 7, Windows XP, Windows 2000, iOS6/ iOS7, Microsoft Office 2010/2007, Outlook Exchange

2010, Active Directory & Group Policy, Bit locker, FileSite Document Index, Altiris deployment Software, MS SCCM,

Norton Ghost, Norton Symantec Antivirus, Solution Plus 3.0, FileSite, Remote access Citrix, VPN, RSA/Token,

Summation, FTP, Eroom, DTE, Pc law, Westlaw, Concordance, Global IP Estimator, USPTO, CaseMape, Live Note,

Magic Sla ticketing / Hombill Sla ticketing, Bes server, Mobile Iron, DHCP Printer Server, etc..

• Migration experience: Windows7, Windows XP, Microsoft 2010, Outlook2010, Desktop, Laptop, Blackberry, and

roll out firms’ applications into image.

• Rollout Specialist: Microsoft SCCM, Active Directory, Altiris Clone Imaging – deployment using Altiris

software. Dell management, etc…

• Mobile Devices: BlackBerry, iPhone 4S/5, iPad3, Smart iPad, etc.

• Hardware: SmartBoard, HP Laptops,Dell Laptop D600. Lenovo Laptops T530 and X230, iMac Air, MacBookPro, iMac, iPad

Air, Cannon MFD, HP printers 2055, 4000, 4350, Scanner, etc

• Video Conference Hardware: Setup Webinar, Tandem, Avaya, Polycom Voice Station 300/500, Avaya

Sound station, Smart Board, IP 5000/6000Polycom RMX 2000 Real time media conference platform.

Security camera CCTV Access control, Zmodo Security System

• Routers Switches configure: Wireless device, Cisco Catalyst 4900, Cisco Catalyst 356-E/ 2960s, Cisco

ESW 500 Series

• Network Servers: HP Blade System, HP Proliant Cluster Server, Citrix Server4, BES Server, etc.

• Technology project coordinator: Resolution A fund Integration Specialist, for the Technology New York City Department of

Education project., etc…

PROFESSIONAL EXPERIENCE:

Project Coordinator/ IT Consultant:

APA International Placement Consultant.

IT Project coordinator July 2014-Present)

Bo East Realty Corp.

Facilities Coordinator/ Real Estate Agent.

• Property Management in building repair, client project coordinator, Provide Customer service, Client maintenance issue,

handyperson, Building maintenance, telecom, security camera system, etc

Stellar Service, New York City, NY (March 2014- July 2014)

IT Consultant Migration Technology Project Coordinator.

• Survey current school technology and collaborate with principals, project coordinators, teachers, technology personnel to assess

technological needs of the school

• Negotiate purchasable technology within Department of Education and funding grant guidelines with principals, technology support

vendors, and Department of Education

• Manage budgeting within “Federal RESO A” a funding grant for New York City Public Schools technology assigned via contract from

Department of Education Technology

• Survey school wireless access points, test networking of computer labs, and determine appropriate technology, software, hardware, and

whether the infrastructure is geared towards Windows or Mac.

Gilbert K. Hoe PAGE 2 of 3

Proskauer Rose LLP (IT Desktop Consultant, March 2013- March 2014)

IT Consultant June 2009 – March-2013

Clients: Proskauer Rose LLP; Setellar Serivece, Paul Hasting LLP; Littleton Joyce Ughetta Park & Kelly LLP; Pitta & Giblin LLP;

Cowan DeBaets Abrahams & Sheppard LLP; Grace O’Connel CPA; Davis Polk Warwell LLP; Zhongmei &

Associates Law Office; Jakubowitz & Chuang LLP; International JFK airport; Cablevision; Newsday; New York

City Law Department; Greater Chinatown Community Association; Windsor Investment Hotel Management; New

York City Election Campaign Office.

• Provide high quality, responsive ticketing, 1st, 2nd and/or 3rd level customer support to business groups within the

firm; Attorney, VIP Partners, Executive, ensure and outside client are kept informed of problem status. General

software applications, Account locked, Bit locker, RSA, Citrix and hardware desktop, laptop, mobile devices, printer issue, etc.

• Set up, configure, and install software/ hardware in Desktop, laptops, tablets, PDAs, printers, mobile drives and

wireless routers, setup conference rooms, Training room, audio-conferences, web-conferences.

• Provide relocation of desktops, Laptop and setup for the new user, and leaver equipment, PC systems as needed and

mobile devices, iPhone, iPad, BlackBerry, Smartphone, etc.

• Perform complex maintenance inventory in loaner laptops, desktop, laptops, monitors, printers, router, accessories, equipment, etc..

• Demonstrate the operations of software to end users. Utilizes applications (e.g. Concordance, LiveNote,

Case Map etc.) to provide support to attorneys. May provide support for various departmental databases and programs.

• Solve problems via telephone, remote access, or by visiting the workstation as appropriate - escalate issues

when necessary in order to find a solution to resolve the problem.

• Troubleshoot and resolve software issues, responding to clients questions, and working in collaboration with the team.

• Act as a liaison to software vendors to maintain critical systems including Microsoft Office2010/

Windows XP, Windows 7, Microsoft System Security Service Manager (SCCM), Windows Deployment Toolkit and

Active Directory.

• Accurately assessed and recorded problems in the problem management software by opening, assigning,

and tracking help desk tickets as well as document problem descriptions and resolutions which include the identification of

root causes and the closing of help desk tickets as appropriate.

• Took ownership of all customer interactions, utilized appropriate follow-through, and logged all customer

interactions and provided timely feedback to external and internal customers via phone, e-mail, or other

form of communication.

• Resolved issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and

a high level of individual judgment to ensure customer satisfaction.

• Developed solutions required to implement, manage, upgrade and support the firms PC, laptop and mobile device endpoints.

• Administered BlackBerry Enterprise Server and BlackBerry devices - maintain BlackBerry spreadsheets with appropriate user

and device information.

• Support Worldwide User support, Redeployed images, rolling out image for Windows XP, Windows 7.

• Assist attorneys and case team with deposition and trial technology data requirements including, updating

databases and synching transcripts for designation review.

• Install new software, reimage and setup Desktop, Laptop Printers and coordinated with IT team for trial setup.

• Rolled out with Altiris solution and setup Desktop, Laptop Hardware and Software for Trial and Retreat group.

• Setup and supported software image, Outlook, Power management, remote access support VPN, Citrix

Client Admin application and printing issue. Tested and rolled out for the retreat group by dead line, coordinated with IT team.

• Transferring required data to sanction databases, and preparing data for trial support and trial vendors.

• Setup and install for the Trial and recreate the fresh Windows 7 new image with setup a Nortel Citrix application.

• Working with Desktop Engineer and setup at Hotel command center trial location, install Internet access

DSL, networking switch, Desktop/ Laptop, Printers and Citrix application, Webinar and Video Conference Equipment.

• Setup and tested for and supported software /hardware for new Attorney Desktop and roll out images for training room.

• Trail user guides, Login procedures and remote access guides, printer location, etc.

• Deposition NYC Law Department: Civil Court, Family Court; interpreted languages as a bilingual interpreter in

Chinese (Mandarin, Cantonese, Taiwanese, Fujianese) and Myanmar (Burmese)

Ropes & Gray LLP (formally Fish & Neave LLP), New York, NY April 1994-March 2009

Technology Infrastructure Services (Desktop Support II and Practice Litigation Technical Support)

• Provide comprehensive level II phone support for the efficient resolution of technology problems and

requests for our end-users; answer support calls and e-mails addressed to the help desk and support endusers

with general software, hardware and printer problems

Gilbert K. Hoe PAGE 3 of 3

• Solve problems over the telephone, via remote access or by visiting the workstation as appropriate.

Escalate problems when necessary; accurately assesses and records problems in the problem management

software by opening, assigning and tracking help desk tickets

• Document problem descriptions and resolutions including identification of root causes and close help desk

tickets as appropriate; take ownership of all customer interactions, utilize appropriate follow-through, and

log all customer interactions; provide timely feedback to external and internal customers via phone, e-mail,

or other form of communication

• Interacted with numerous computer platforms in a multi-layered client server environment. Ensured

desktop computers interconnected seamlessly with diverse systems including associated validation systems.

• Managed Active Directory of Users including adding users and resetting passwords, adding computer

accounts to Domains and ensuring proper corporate group polices were applied

• MS Office, Norton Antivirus Monitoring, Symantec Ghost, imaging with Redeploy using Altiris for a clone

image. Proactively upgraded software/hardware and changed or tested new version clone image before firm

wide roll out.

• Maintained the overall design of the firm's A/V systems and ensured audio visual conferencing technologies.

• Provided loaner laptops /mobile devices and IT support for trial team including working with litigation

supervisors, trial partner, attorneys, paralegals, case workers and outside vendors. Created and loaded

databases into Summation and Concordance.

• Troubleshooting knowledge base, user guides, installation guides, administrator guides, online help, API

documentation, System and operations, migration and rollout procedures, training materials, interactive

CDs, and more.

• Migration expert in software and hardware roll out in desktop, laptop, Cisco router switch, mobile devices,

printers, scanner, video conference projector, etc.

Key Responsibilities:

• Setup and coordinated for corporate merger closing project, outside trial case setup and installation of

hardware and software for the firm’s litigation clone imaging.

• Deployed virtualization technologies including Bea Sever, VMware, Citrix and Virtual Box.

• Migration experienced in Novell environment to Microsoft Windows OS. Altiris Roll out OS Successfully

in Windows XP, Outlook 2003, Microsoft Office 2003/2007, RSA tokens, Remote Citrix, VPN, Mobile devices, etc..

• Met with Litigation Trial Team including case supervisor, partners, associate attorneys, paralegals

department and team.

• In the area of Litigation Trial: Functioned as IT Litigation Coordinator Technical expert. I worked in

cases such as Transkaryotic Therapies Inc., Ford Motor Inc., Intel Inc., Gillette Co., Symbol Inc., Time

Warner Inc., M&M Inc., etc. Worked with Paralegals and Partners. To name a few partners: Edward

Bailey, Herbert F. Schwartz, James F. Haley, Kevin Culligan, John Hints, William McCabe, etc.

Additional working experiences in environments such as Banking, Brokerage Firm, Intellectual Property law

Firm, Corporate & Merging Law Firm and Anti-Trust Law Firms including:

• Mudge Rose, Gutherie, Alexander & Ferdon LLP- New York, NY

• System Consultant Company- New York, NY

• Goldman Sachs & Company- New York, NY• System Consultant Company- New York, NY

• First Boston - New York, NY

• System Consultant Company- New York, NY

• Citi Bank - New York, NY

• Chemical Bank, New York, NY

Education: B.S. Managing Information Systems - New York University, NY

Languages: English, Chinese (Mandarin, Cantonese, Taiwanese, Fujianese) and Myanmar (Burmese) and

Bilingual International Foreign Languages and NYC Court Interpreting Service

Awards:Received Citations from New York State Senate Daniel Squadron, New York State Assembly Speaker Sheldon Silver, New York

State Assemblywomen Ellen Young and New York City Councilman Peter Koo. “Outstanding Citizen, One which is

worthy of the esteem of both Community and the great City of New York”.

Contact this candidate