System Administration Desktop Support Specialist

Kevin (Kinlung) Lau 732-***-****

New Brunswick, NJ 08901 ************@*******.***

www.linkedin.com/in/kevinkinlunglau

SYSTEM ADMINISTRATION DESKTOP SUPPORT SPECIALIST

Hardware & Software Configuration Issue Resolution

Expert at looking at problems with a fresh perspective, quickly identifying and resolving system issues. Track record of minimizing downtime and maximizing profits. Proven to calmly manage urgent and complex projects. Known for providing outstanding onsite and remote assistance. Self-starter skilled at translating complex technical information for non-technical internal and external customers. Regularly train staff on new systems to improve enterprise-wide technology adoption.

PROFESSIONAL EXPERIENCE

CUSHMAN & WAKEFIELD, (merged with CASSIDY TURLEY), Chatham, NJ 2006 to 2015

System Administrator (2010 to 2015)

Handled all issues escalated from lower level service desk specialists by working with engineers and other departments to ensure customers’ satisfaction. Led team of SME to plan and manage projects, including company moving and migration.

Led service desk escalation team of 5 to resolve issues, reducing tickets opened time and gaining customer satisfaction, while documenting solutions for further reference.

Created and rolled out installation and upgrading plans (servers and software) used to prevent compatibility and security issues.

Managed product lifecycle refresh projects for ~300 computers, across 4 offices and 3 states, including migrating Windows Operating System (Windows XP to Windows 7) within 6 months.

Managed full lifecycle relocation projects from building the space (MDF, cabling, and ISP selection) to moving in, including disconnecting, reconnecting, and testing equipment and Day 1 operation.

Identified trends in the ticketing system and grouped together, reducing duplication of troubleshooting time and resources.

Handled sensitive and confidential AD / Exchange accounts, configuring and updating requests to provide users access as needed.

Installed and configured VM / Windows server during moving project, resolving printing issues for users.

Supported legal department on IT related issues such as retrieving archived files and emails.

CASSIDY TURLEY, Teaneck NJ 2006 to 2010

Director of IT

Acted as solo technical contact person and managed all IT related matters for a network with 50 users.

Set up and maintained backup system and library, including testing for DR.

Created desktop os / software images, ensuring needs of different groups were met.

Managed public internet domains.

Kevin Lau ************@*******.*** Page 2

NEWMARK GRUBB KNIGHT FRANK, Woodbridge, NJ 1999 to 2006

(ET AL NEWMARK REAL ESTATE OF NEW JERSEY L.L.C. AND JGT)

Help Desk Systems Analyst

Resolved user IT related issues. Responded to helpdesk cases by priority assigned by the supervisor.

Provided technical support and assistance to team members and users, clearly and concisely training on the proper use of equipment and software.

Diagnosed and resolved technical problems and issues with both hardware and software.

Deployed new computers, ensuring proper transfer of all user setting and files.

Installed hardware and peripherals, including monitor, keyboards, printers, and disk drives, as well as software packages such as operating systems, office automation tools, and real estate systems.

Ensured a stable and secure desktop environment at the Home Office and Regional offices, minimizing user down time.

ADDITIONAL RELATED EXPERIENCE

TOYS'R'US, Parsippany, NJ

Network Administrator

RUTGERS COMMUNITY CHRISTIAN CHURCH, Somerset, NJ

Infrastructure Engineer (Volunteer)

TECHNICAL SKILLS

Platforms: Windows (10, 8.x, 7, Vista, XP, 2012, 2008, 2003, 2000, 98, NT, 95); Citrix (MetaFrame, XenApp, XenDesktop, XenServer); Hyper-V (2008); VMware (vSphere ESX/ESXi 5.0-6.0, vCenter Server 4.1-5.0); Apple Mac OS; Novell Netware (3.12 - 5.x)

Softwares: Exchange (2010, 2007, 2003, 5.x); Microsoft Miscellaneous (AD DS, AD Trusts, Group Policy, IIS, AD CS, AD LDS, AD RMS, AD, Terminal Services, Remote Desktop Services, PowerShell Cmdlets (Windows,Exchange,AD); CMD Commands; Microsoft office (365, 2010, 2007, 2003); Adobe Creative Cloud; Google (Apps, Maps, Earth); Symantac (Backup Exec, Clearwell eDiscovery, Enterprise Vault); Antivirus (Trend Micro, Sophos, Norton Security); VPN (F5, Cisco, Palo Alto)

Hardware: Cisco (Router, Switch, UCS Server, IronPort); Dell (EqualLogic, Power Edge, Laptop, DeskTop) HP (Servers, Printers, UPS); Lenovo (Desktop, Laptop); Copiers/Printers (Xerox, Canon, Richo, Brothers, Dell)

Protocols: TCP, UDP, IPv4, IPv6, FTP, TFTP, Telnet, SSH, CMP, HDLC, PPP Microsoft (DNS, Netbios, WINS, DHCP, VPN, RDP, RPC, FRS, DFSR, LDAP, SMTP, POP3, IMAP4, HTTP, HTTPS, SSL, NTP)

Programming Languages: C, C++, Unix Shell, Assembly

EDUCATION

Bachelor of Science (BS), Computer College, New Jersey Institute of Technology, Newark, NJ

Associate of Science (AS), Novel Network Administration and Support, Middlesex County College, Edison, NJ

CERTIFICATIONS

Certificated Netware Administrator (CNA)

Cisco Certified Network Associate (CCNA), expected June 2016

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