Max K. Gu

acx2p4@r.postjobfree.com

**** * ******** ***, *** Gabriel, CA 91776 626-***-****

Professional, detail-oriented IT professional motivated to drive projects from start to finish with over 7 years of experience identifying and troubleshooting problems. Including knowledge in back-up, security management, e-mail systems and application support. Comfortable with managing systems, projects and teams in a range of IT environments.

EDUCATION:

California State University, Los Angeles

Bachelor of Science in Business Administration

Minor in Economics, June 2008

Technical skills:

Microsoft Office Suite, Symantec Norton Antivirus and Altiris 7, Adobe Suite, Bluecherry, First Data Valuelink, PeopleSoft, Lotus Notes, Amazon AWS, Carbon Copy, Active Directory, Exchange Management Console, Exchange Server 2010, Internet Explorer, Mozilla, LAN/WAN networks, Ultra VNC, Dameware Remote Software, PSTools, ESET Nod 32, Interactive Client, FOG imaging solution, Remedy Ticketing, HEAT Service and Support Ticketing, Track-it Ticketing, Snag-It, Bit9 Security, SAP Afaria, Transnet, Kronos Time Management, BlackBerry Enterprise Server (BES), Cisco VPN, Smart Button Loyalty Solution.

PROFESSIONAL EXPERIENCE:

MightyFine, Inc. Los Angeles, CA

Systems Administrator April 2015 to Aug 2016

Install new / rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.

Perform daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media.

Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities.

Cable management.

Troubleshoot problems reported by users.

Managed and monitor PBX system.

Create, change, and delete user accounts per request for all software.

Support remote users via remote control software and telephone.

Administer servers, desktop computers, printers, routers, switches, firewalls, phones, smartphones, software deployment, security updates and patches.

Assist in recommending improvements to systems and network configurations, determines

hardware or software requirements.

Hot Topic, Inc. City of Industry, CA

IT Senior Helpdesk / Store System Analyst Nov 2014 to Jan 2015

Create POS promotions and other functions for over 670 Hot Topic, 300 Torrid, and 10 Blackheart locations.

Create and modify SAP Afaria groups & channels for installation of new POS register to all locations.

Serves as an escalation point of contact on POS promotions and other technical issues.

Document production issues for team and maintain knowledge base for the helpdesk team.

Identifies escalation situations and escalates them timely and accurately to vendors.

Perform root-cause analysis and work with vendor for prompt resolution of any problems or emergencies in a timely manner.

Ensure critical components related to retail systems are up and running.

Ensures accurate follow-up and tracking of issues on Track-It software.

Identifies issues that affect call volumes and makes the Helpdesk staff and manger aware of them.

Assists the supervisor in planning and analysis pertaining to team functions.

Provides feedback and suggestions to improve Help Desk business process.

Hot Topic, Inc. City of Industry, CA

IT Helpdesk Associate Feb 2011 to Nov 2014

Provide technical support to corporate and warehouse end-users.

Provide training on new software and company intranet.

Coordinates Help Desk efforts with other teams to meet objectives.

Troubleshoot HP & Fujitsu PCs with SAP Triversity POS (point-of-sale) registers issues remotely through Ultra VNC software.

Assemble workstations and POS registers for scheduled installations.

Ensures accurate follow-up and tracking of issues on Track-It software.

Resolves issues related to hardware, connectivity, and networks, escalate to service provider / vendors.

Maintains accurate applications and business processes documentation.

Perform diagnostic testing on PC equipment and ensure printers are up and running at all times.

Serves as an initial point of contact on team support and technical issues.

Modify users account in Active Directory, BlackBerry Enterprise Server, Kronos Time Management and other databases.

Panda Restaurant Group, Inc. Rosemead, CA

Helpdesk Operator / Field System Support Jan 2010 to Jan 2011

Provide technical support to corporate and operations end-users for over 1500 Panda Express, 30 Hibachi-San, 5 Panda Inn and 1 Wasabi locations.

Troubleshoot NCR point-of-sale registers and back office issues remotely through Dameware and Ultra VNC software.

Assisted in the installation of new POS register and back office to over 800 Panda Express locations.

Assemble workstations and POS registers for scheduled installations.

Establish and maintain communications with customers and project team.

Manage the configuration and performance of all desktops, laptops, printers, and registers.

Image and backup hard drives for desktops, laptops, and registers.

Resolves issues related to hardware, connectivity, and networks.

Assist in the installation and updating of software, as well as the setup and troubleshooting of all equipment.

Perform diagnostic testing on PC equipment and ensure printers are up and running at all times.

Resolve Windows related issues, Internet Explorer issues and other PC software related issues

Procure, receive, document and track inventory of all computer equipment and software licenses.

Recommend hardware and software solutions and upgrades using established procurement processes.

Maintain accurate, complete and up-to-date inventory records of all computers and printers.

Act as triage agent during seasonal hours.

Install and maintain the continual operations of the Trusonic Music System.

United Commercial Bank Monterey Park, CA

HR Administrative Assistant to the Vice President & Training Officer Nov 2008 to April 2009

Troubleshoot Dell computers and Epson thermal printers.

Assisted in training new employees with the Automated Teller software and daily course assignments.

Coordinated and scheduled monthly class courses, breaks and lunches with the Vice President & Training Officer.

Created labels, assembled training manuals, proofread & printed final layout of course manual, updated list of course attendees via email & phone confirmation.

Worked with the desktop support staff to resolved technical issues.

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