Customer Service Engineer

JASPER LU

** ***** ***** ******* *****, Florida *3436 C: 561-***-**** **********@*****.***

Summary

Top level Information Technology support with experience in networking, telecommunication, server and data management. Motivated Computer Systems Analyst possessing exceptional troubleshooting skills for application issues, networking issues, end user problems and network security. Focused on taking a systematic approach to solving complex problems. Detail-oriented self-starter with demonstrated success in initiating, tracking, reporting and closing projects.

Quality-driven with over 13 years experience in aligning both government and health care systems with policies and guidelines. Looking to bring strong analytical and problem-solving skills to an industry-leading IT team.

Highlights

Windows Server 2000 to Windows Server 2012 R2

Microsoft Exchange 2010

Microsoft SQL Server 2005 to SQL Server 2012 implementation

Microsoft SQL Database Migration and Maintenance

Microsoft Active Directory

Windows Operating System Windows 10, Windows 8.1, Windows 7 and Windows XP

Microsoft BackOffice products

VMWare vSphere 5.5 & vCenter 5.5 & 6.0

VMWare Horizon View

McAfee ePO / McAfee Virus Scan Ent.

TrendMicro Deep Security (Agentless)

TrendMicro OfficeScan Enterprise

TrendMicro Full Disk Encryption (Managed)

Solarwinds NPM,SAM,KIWI, LEM

SafetyPAD Mobile ePCR

Dell Desktop Authority

Dell Archive Manager

Apple OSX

BMC Track-IT

IOS and Android experience

Citrix Meta Frame XP

Strong communication skills

Networked applications

System administration

Service Desk

Information security

Network asset management

Criminal Justice Information Services (CJIS) Certified

Cisco ASA 5512

Cisco Catalyst Switches

Cisco VPN 3000 Concentrator

Cisco Access Points

Cloud Managed Meraki Access Points

Netmotion Wireless Mobility

Websense Triton web security

Proficiency in TCP/IP protocols

Dell Equallogic

EMC VNX 5200

Veeam Backup and Replication

Unitrends Backup

CA Brightstore

Blackberry Enterprise Server & Service 10.0

AirWatch MDM

Exceptional troubleshooter

Desktop and laptop expert

Data connectivity

IT security policies

Storage management

Replication specialist

Disaster recovery environments

Document management

QA and QC testing

Web content filtering

Customer service specialist

Network configuration and support

Nortel Telecommunication

Capacity and scalability planning

Accomplishments

Network Security / Network Support:

Planned, installed, maintained and optimized all LAN/WAN/VPN network hardware

and software, security systems and communication links.

Managed all clients network LAN/WAN hardware including routers, switches, load

balancers and wireless networking equipment.

Configured Cisco Catalyst Switches

Configure Cisco ASA 5525 access-list and Botnet Filtering

Configured and deployed cloud managed Cisco Meraki PoE switches and access points.

Acted as first point of contact for all major technical issues, including power outages, system failures and disaster recovery.

Served as Network Administrator for city wide LAN consisting of approximately 500 workstations, 200 virtual servers.

Managed and maintained a LAN running on 80 switches

Server and System Support:

Project Lead for healthcare related application upgrade and migration

Performed QA and QC testing of applications prior to going live or production

Maintained VMWare vCenter 6.0 environment

Supported VMWare Horizon View environment with over 2,000 VDI

Upgraded TrendMicro Deep Security and TrendMicro OfficeScan Entp.

Supported Veeam Backup and Recovery for both VMWare virtual server and VMWare VDI environment

Upgrade VMWare 5.5 to VMWare 6.0

Migrate Microsoft SQL 2005 databases to Microsoft SQL 2008 & 2012.

Maintain Microsoft Windows Servers 2003 - 2012, Exchange Server 5.5 - 2010.

Managed UCS blade servers

Maintain McAfee Secure Email Gateway

McAfee Enterprise Anti-Virus deployment using McAfee ePO.

Server Monitoring through Solarwinds NPM, SAM.

Maintained Unitrends backup appliances for instant recovery and faster restores.

Managed mobile devices through AirWatch

Implemented Symantec Ghost and Microsoft AIK/sysprep, for automated operating system deployment and upgrades.

Administration and Management of Blackberry devices through Blackberry Enterprise

Server and Blackberry Enterprise Service 10.

Managed NTFS security, Group Policy for software distribution

Configured and deployed Apple OSX machine in a Microsoft domain environment.

Upgraded from Microsoft Terminal Servers to Microsoft Remote Desktop Servers

Managed, provisioned and configured mobile devices with Verizon Wireless MyBussiness Portal.

Managed and maintained Dell Desktop Authority Management Suite.

Implement and maintained Windows Server 2012 print server management for both networked printers and Enterprise Ricoh / Konica Minolta MFC copiers.

Telecommunication Support:

Maintained and supported Nortel phone system

Supported both Centrex and PRI phones

Experience

Systems Engineer January 2016 to June 2016

Bethesda Health Inc. Boynton Beach, FL

As member of the Systems Engineer team for Bethesda Health Inc., I participated in managing both the VMWare virtual server and VMWare VDI environment with over 58 ESXi hosts and 3,000 virtual machines. Proactively monitor the environments Anti-Malware and security software for both virtual and physical endpoints. QA and QC testing of applications prior to going live, also identify, document software problems and their root causes. Performed system upgrades and migrations for the hospitals security software TrendMicro Deep Security for the virtual systems environment and TrendMicro Office Scan Enterprise for desktop Endpoints. Supported the Veeam Backup and Replication software for system recovery. Involved in recomposing of VMWare VDI master images for both test and production VMWare VDI desktop pools. Utilize VMWare Horizon View Administrator to monitor and manage the VMWare desktop pools. Take part in the PCoIP Zero Client roll out for the virtual desktops.

Develop and complete actions in system specifications, technical and logistical requirements and other disciplines. Oversee all transitions of hardware and systems into production. Create and maintain programmatic and technical documentation to insure efficient planning and execution. Develop and maintain installation, configuration, maintenance procedures and documentation.

Infrastructure Engineer / Network Engineer October 2003 to December 2015

City of Delray Beach Delray Beach, FL

Functioned as a member of the network infrastructure team, managed various areas support including but not limited to file servers, print server. Performed OS update and patches, configure and install Cisco network switches, cloud managed Meraki access points. Configured and supported the city's VMWare environment with over 200 virtual machines, setup Microsoft SQL server and configured maintenance plans through management studio. Managed McAfee Secure Email Gateway for email security. Performed QA and QC for newly installed applications. Tested and debugged applications to meet the needs of end users. Implemented AirWatch MDM to manage mobile devices and BYOD devices. Supported Dell SAN and EMC storage environment. Monitor IT's hardware and software environments health using Solarwinds NPM, SAM, LEM and KIWI. Also, migrated databases between SQL servers. Involved in data recovery using CA ArcServe, Unitrends Backup and instant recovery. Managed email archiving for retention with Dell Archive Manager. Managed and maintained Microsoft Active Directory and Microsoft Exchange server. Involved in the upgrade and migration of Microsoft Exchange server from MS Exchange 2000, MS Exchange 2003 and MS Exchange 2010. Implemented Blackberry Enterprise server and Enterprise Service, maintain mobile devices data synchronization and enterprise connectivity. Managed and configured Websense for web content filtering and web security. Maintain Dell Desktop Authority for application installation and deployment, file folder and printer deployment.

Sr. Office Automation Analyst July 2002 to October 2003

City of Delray Beach Delray Beach, FL

Member of the service desk and provided support for over 600 desktops and 100 laptops both hardware and software. Responsibilities include staging both network user and email accounts. Performed Microsoft operating system upgrades through Symantec Ghost. Configured and installed Cisco Aironet Wireless in various locations within city buildings. Involved in Blackberry device provisioning and device roll out. Team leader in desktop and printer roll out. Trained secretarial staff as needed, wrote documentation, supported and operated the IBM i-Series / AS400 system.

Technical Services consultant March 2001 to February 2002

Woolbright Physical Therapy Boynton Beach, FL

Maintained company servers, computers, printers, cables and other equipment. Troubleshoot network

problems involving a combination of hardware, software, power and communications issues. Upgrade

internal network infrastructure and implement network security.

Technical Services consultant January 2001 to February 2002

Florida Eye Microsurgical Institute Boynton Beach, FL

Maintained company servers, computers, printers, network communication cables and other equipment.

Managed application patches, data backup, security changes and network configuration. Diagnosed network

problems involving a combination of hardware, software, power and communications issues.

Mar 1998 to Oct 2000

Customer Service / Technical Support March 1998 to October 2000

Typematic Philippines, INC – Cebu City, Philippines

Provided computer technical support to entrepreneurs including schools, in developing their network and computer hardware needs. Cost saving through aggressive negotiations of contracts and pricing.

Certifications

CJIS - Criminal Justice Information System certification.

MICROSOFT CERTIFICATIONS:

Microsoft Certified Systems Engineer

Microsoft Certified Professional

Education and Training

Installing and Configuring Windows Server 2012 2015

New Horizons Online Live Miami,

Administering Microsoft SQL Server 2012 Databases 2013

2013 New Horizons Online Live Miami, FL

VMware Infrastructure: Installation and Configuration 2009

Global Knowledge Miami, FL

Dell SAN Management 2008

Dell Computer Corporation Round Rock, TX

Microsoft Certified Systems Engineer 2002

New England Institute of Technology West Palm Beach, Florida

Microsoft Visual Basic Fundamentals 2001

Florida Atlantic University West Palm Beach, Florida

Microsoft Certified Professional 2001

New England Institute of Technology West Palm Beach, Florida

Cisco Networking Academy Program 1999

University of Cebu Cebu City, Cebu

BS Computer Science 1999

Cebu City

References

Available upon request

Contact this candidate