Desktop Support
Resume:
HUNG CHAU
Richmond, TX *****
************@*****.***
OBJECTIVE
My goal is to provide exceptional service by coming up with the best possible solutions to every issue that arises. I am here to provide hard work, unparallel dedication and a smile for the people I work for and those whom I work with. I am extremely goal oriented and thus thrive off of getting work done efficiently and beyond the expectations of my position.
Areas of Expertise
Microsoft Windows 2000, Windows XP, Windows Vista, and Windows 7
Actively tracked and followed up on trouble tickets, reducing average response time.
Followed departmental procedures to deploy, configure, and install new and recycled hardware systems,
Maintaining corporate standards for system compatibility
Provides technical services in support of PC; works with project teams to develop, engineer and
Implement defined technical activities.
Intel Server Administrators: Assigned user accounts and granted permissions to shared resources.
Working closely with client and support their needs with a high level of professional.
Setup, repair and support hardware included desktops, laptops, printers, and all misc peripheral hardware
attached to the PC.
Operating Systems: Windows XP/Vista, Window 7, Linux, AS400, Windows 98, Windows NT/2000, Windows Server 2000/2003/2008 Novell, Active Directory
Hardware: Laptop and Desktop Repair & Troubleshooting, Hard Drives, Memory, Components that support Video, Networking and Multimedia, Peripheral Devices, Android, I pad, I Phone, Blackberry, Lenovo, HP, Dell and family of Laptops, Desktops, Servers and Thin Clients, Ricoh and Xerox copiers and HP Print servers.
Apple computers (iMac, Mac Book Air, Mac Book Pro)
EMPLOYMENT
Sysco Corp, TX 2013 to Present
Desktop support Specialist
Interact with application software and operating systems to diagnose and resolve unique, non-recurring problems.
Respond to requests and problems including installing, monitoring, diagnosing, repairing, maintaining, and upgrading all PC/Thin Client/MAC hardware, software, and equipment to ensure optimal workstation performance.
Assist with the installation, configuration, and ongoing usability of desktop, laptops, MACs, peripheral equipment and software within established standards and guidelines.
Troubleshoot trouble tickets to resolve basic technical problems with desktop computing equipment primarily over the phone.
Provide customer assistance using Active Directory services and remote access tools.
Assist customers with IT related users in a Service Desk setting, troubleshooting issues and resolving where applicable remotely.
Assist with hardware troubleshooting on desktop computers, laptops, MACs and thin client computers.
Manage printer environment, i.e. changing toner, replacing rollers, installing maintenance kits
Install, support, and trouble-shoot a variety of software packages, including, but not limited to Windows 7 and 8, MS Office Suite, Internet Browsers, and Outlook 365.
Image Desktop systems using Ghost Product, SCCM, X-Image.
Atterro, Houston, TX 2011 to 2013
Apple Tech
Hardware troubleshoots and repairs all Mac laptop from Mac Book, Mac Book Pro, Mac Book Air
Performed services all Mac Book
Setup, repair and support hardware included desktops, laptops, printers, and all misc peripheral hardware
Coordinates and conducts IMAC (install, move, add, change) activities based for complex activities integrated equipment and systems
IT Consultant 2009 to 2011
Managed and networked all multi-function copiers, fax machines, printers and cell/Blackberry
Daily and quarterly backups as well as server maintenance, and after hour’s emergency calls.
Recommended schedules and performed PC hardware and peripheral equipment improvements
Maintained up-to-date inventory of hardware and software contracts
Provides guidance and training to client population on system and products to eliminate recurring error for systems and products.
Shell Corporation, Houston, TX 1999 to 2008
Senior Desktop Technician
Setup, repair and support hardware included desktops, laptops, printers, and all misc peripheral hardware for over 1500+ users.
Respond to all tickets assigned to the Desk Side Support group and resolve issues within required SLAs
Escalate issues to next level support within a timely manner if unable to resolve an issue
All calls to end-users and activities must be recorded in the service desk tool.
Create Knowledge Base articles as repetitive issues arise to assist in increasing First Call Resolution rate by the Help Desk.
Provide IT support for all systems/applications that may be local to the BU/BUs being supported.
Install hardware and perform hardware refreshes for all Bus being supported.
Provide IT support encompassing PCs, networking, printers, and client applications, phones that Help Desk cannot resolve and assign to the Desk Side Support group.
Perform other operational duties as directed.
Senior Desktop Support Analyst II
Maintains Introduce and recommends hardware and software solutions, including new acquisitions and upgrades Blackberry, VPN, SSL VPN, PDA, Wireless and Token access support.
Maintains passwords and date integrity file systems in a desktop and laptop environment (Dell, HP, IBM….)
Performed maintenance of staff computers and peripheral equipment, identifying problems and provided appropriate solutions.
Installs, configures, troubleshoots and break fix desktops for over 1500+ users.
Instrumental in testing software, tracking software development tasks and working directly with end-users on a major software development project that improved the final software’s functionality.
EDUCATION
Microcomputer Technology Institute, Friendswood TX
Associate of Occupational Studies Degree, Computer Systems Occupational Technology
Apple Care Service Training Depot Technician
Microsoft Certified Professional (MCP)
Additional Skills
MS-Windows XP / 2000 / VISTA / WINDOWS 7 / WINDOWS 8.1.
Virtual Private Networks
Cisco Router, Switches, and Hubs
Board band Air card, WIFI
Network Administration
Exchange Server, backup server.
Intel pc: IBM, HP, DELL.
Mac pc: Mac Book, Mac Book Pro, Mac Book Air.
Domino Lotus Note, MS-Office Suite, Blackberry, Android, Tablet
CERTIFICATIONS
Apple Care Service Training Depot Technician.
A+ Certification
Microsoft Certified Professional Certificate, MCP
Intel IBM PC Server Technical training
REFERENCES
Further references are available on request
REFERENCES
LeeAnn Hummel
Product Manager, Supplies & Equipment
******.******@****.*****.***
Wang, Pam
Manager, Sales Analytics
Sysco Corporation 281-***-****
1370 Enclave Pkwy, Houston, TX 77077
Brohn N Jelks
End User Services
Sysco Corporation
HelpDesk Ticket -> http://sysco.onbmc.com
Email the Help Desk -> Email Support Desk
If Urgent, call 281-***-**** or 866-***-****
Desk: 281-***-****
Mitul V Patel
Business Technology Team Lead
Sysco Corporate
1390 Enclave Parkway
Houston, TX 77077
Contact this candidate