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Technical Support Engineer

Danville, California, United States
October 17, 2016

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Cole Chen

IT Engineer at Relay*, Inc


10+ years of IT experience with 4~6 years of focus on systems and network administration. Current hands on knowledge with Linux kernel/system level, Cisco IOS (CLI), VMware and Ubuntu Kernel-Based Virtual Machines. Excellent problem-solving and troubleshooting skills by following logical and systematic approach to find the source of a problem.


IT Engineer at Relay2

June 2012 - Present (4 years 5 months)

IT Engineer

Rack, setup and configure new/rebuild Ubuntu servers (12.04 ~16.04.1 LTS) with LAMP (Linux, Apache, MySQL & PHP) stack according to project standards. Provide upgrade, maintenance and support for 300 ~ 500 Ubuntu Kernel-based Virtual Machines (KVMs) locally and remotely on Dell 1U/2U and Supermicro servers in both engineering lab and data centers.

Design, deploy and troubleshoot corporate network with Cisco router and configure VLANs on switches. Write simple shell scripts to automate sys-admin related tasks. Maintain Microsoft Office365 mailboxes and configure mail flow rules/policies, work with outside vendor to resolve complex server hardware issues as they arise. Assist Wi-Fi developers to debug 802.11 issues with tcpdump/wireshark, and using Nmap to probe network OS and Linux iperf to help to identify network bottlenecks.

System Technician at Huawei Technologies

June 2011 - June 2012 (1 year 1 month)

Part of client support team, provided Windows/Linux support to 800 + users with software and network connectivity issues. Track and respond to IT requests through TrackIT system. Worked on deployment projects with network and Infrastructure team to resolve complex requests.

Senior Field Support Technician at Stanford Health Care June 2010 - June 2011 (1 year 1 month)

Provided field support to Doctors, worked with network team on special project requests for wireless troubleshooting and deployment.

System support for Computer on Wheels (COW) structure including medical scanning devices and Flo healthcare 1560/1670 mobile workstations.

Deployment of laptops and workstations with Symantec Ghost to different hospital units. Tracked IT assets including workstations, laptops, mobile and medical devices through Remedy ticketing systems.

Senior Desktop Support Technician at ASUS

May 2008 - June 2010 (2 years 2 months)

Sr. Desktop Support Technician

Provided 2nd level support for PC/Linux desktop and network support to 300+ end users and responded to HP Openview ticket system requests for technical support. Deployed Ubuntu 9.10 server and configured VLAN with Cisco 2948 switches. Developed technical support documentations and guidelines to for internal users and outside customers. IT Technician

Escalated unresolved user issues to in a timely manner to senior manager. Deployed Microsoft Windows 7 with Symantec Ghost server.

Performed quality testing with burn-in and memtest to ensure CPU/memory quality for ASUSTek motherboards and their CPU overclocking stability when requested by users or customers.

Computer/Audit Technician – Contractor at Insight

July 2007 - May 2008 (11 months)

Performed quality assurance on various LCD monitors, PCs and Dell laptops as well as verifying the configuration and serial numbers, work on custom build orders for laptops and PCs. Audited PCs, LCD monitors and laptops for defects and problems, repaired, replaced and configured 200+ Dell laptops (Latitude D630) and 100+ IBM ThinkPad T4x series including removing and replacing the CPUs, memories, LCD covers, palmrests and bases.

Installed Windows and Linux operating systems on laptops with preloaded images from Symantec GhostCast server and verify the configuration of the laptops

Information Security & Assurance Education at Capella University February 2005 - April 2007 (2 years 3 months)

System Support Technician (at Cadence Design Systems) at Northrop Grumman Corporation February 2002 - December 2004 (2 years 11 months)

Assisted with the installation and mounting of IBM X300 series and HP Proliant/Sunfire rack mount servers. Responded to support calls, emails to 500+ end users with Windows/Linux troubleshooting and network supports. Resolved hardware/software problems with third party IT vendors. Repaired and configured 300+ IBM ThinkPad laptops, troubleshooted Canon/Lexmark network printers

Skills & Expertise








Network Administration

Cisco Technologies


Internet Protocol Suite (TCP/IP)



Linux KVM






Data Center



802.1q tagging

System Deployment

OpenNebula Sunstone


Technical Support


F5 BigIP

Operating Systems


Secure Shell (SSH)

Shell Scripting

IP Multicast


Capella University

Master of Science, Science; Information Security and Assurance, 2005 - 2007 Grade: 4.0

Northern Arizona University

Bachelor of Science, Computer Information Systems, 1998 - 2001 Certifications





CompTIA August 2016


CompTIA August 2016

Security +

CompTIA October 2016


English (Native or bilingual proficiency)

Chinese (Native or bilingual proficiency)

Cole Chen

IT Engineer at Relay2, Inc

1 person has recommended Cole

"I worked with Cole at Stanford University Hospital in Palo Alto California. We both worked as IT support for the healthcare providers. (Doctors and Nurses). Cole is dedicated to providing superior support to the client. He has a great deal of knowledge of the IT industry. He is an excellent troubleshooter making him efficient and effective as an IT professional. Coles great attitude make him fun and easy to work with. He is always willing to share his knowledge and help others with their computer needs."

Garry Davis, worked directly with Cole at Stanford Health Care Contact Cole on LinkedIn

Contact this candidate