Technical Support Customer Service

PRISCILLA TAI

Flushing, New York, NY *****

Mobile: 917-***-****

Email: *********@*****.***

OBJECTIVE

To obtain a full time IT related position that utilizes my experience and offers a wide variety of responsibilities and opportunities for personal growth.

WORK EXPERIENCE

RICOH (MINDSHIFT TECHNOLOGY), New York, New York.

April 2016 - Present Customer Engineer

Provide onsite client support (Helen Keller National Center) for all network equipment, video conferencing systems, access points, firewalls, servers, printers, workstations and mobile device support.

Review and advise on the full scope of client system configurations and procedures. Active in proposals for system improvement.

Utilize Evault Central Control 8.0 application to backup / restore all files from various servers.

Manage all virtual servers through VMware. Make sure all servers are up and running at optimal levels.

Manage and modify all security and permission settings in Active Directory user accounts, mailboxes in Exchange, group policies, share folder permissions, user profile management in both Windows Server 2008 and 2012 R2 environments.

Handle onsite IT audits – servers, workstations, software licenses, warranties, network equipment, etc. Gather all information and present to the clients for required annual audits.

Work with different remote teams (account manager, service desk, technical consultant) to get all problem resolved.

CYRACOM LANGUAGE SOLUTIONS, Queens, New York.

Jul 2015 – Mar 2016 System Technician II

Established and built a new regional call center. Managed and administrated all IT related issue such as server room maintenance, adjust white noise machine setting, security access card system, security camera, report any issues or incidents to headquarters.

Responsible for company expansion project. Worked with project management team to deploy computers and phones to the desks and completed all software and network connectivity setup.

Provided 2500+ onsite and remote users with technical support daily. Documented all work-in-progress inquiries and work completed through “Dell Kace” ticket system.

Managed Windows user account in Active Directory and oversaw exchange email accounts, reviewed all group policies, activated and linked user account in Lync server.

Managed, configured, programed office extension and troubleshoot Cisco IP phone settings (desk & softphone) through Cisco Call Manager and Cisco Unity for voicemail setup.

Managed network port security for each computer and hardware equipment setup.

Performed PC/ Laptop/IPhone/Android hardware and software support, installation, backup and restore.

Provided wireless projector, Cisco Video conferencing device, computer presentation support during meetings.

Managed network printer, copier settings, scanning folders, print codes and copy PINs for individual user.

Recorded all inventory information, repaired hardware purchases in the Asset Management System; ensure asset-tracking system was appropriately updated.

FREDDIE MAC, New York, New York.

Sept 2007 – Feb 2015 Regional Technical Support Professional

Managed and administrated entire regional office for IT related issues such as data center facilities maintenance, cable management, HVAC maintenance, Siemens security camera maintenance, server maintenance, voice system backup and maintenance, and acted as a liaison between regional office to the headquarter.

Provided VIP executives with onsite desktop and telephone support, assisted with trading floor support (Bloomberg and in-house trading application installation), provided remote support to the other regional offices/ headquarter/ board meeting as required. Ability to communicate to all levels of departments and staff.

Did troubleshooting, resolved and escalated system problems to different technical and business areas, outside vendors; followed-up with processes and sent out email notification to ensure client satisfaction, in addition to fulfilling company needs. Able to work with a team or independently, prioritized tasks and manage time efficiency, multitasking, sense of urgency, proactive in seeking solutions from different resources until the problem had been resolved.

Worked with office manager and HR team for on-boarding of staff, off-boarding of staff, computer equipment tech refresh procedures and provided technical training for new staff.

Experienced with different company projects such as a Windows 7 migration project, data center power outage project, cabling upgrade project, voice modernization project, office relocation projection, office expansion project. Dealt with different IT departments, project teams and vendors from the start to the end of the projects.

Performed PC/ laptop hardware and software installations/ backup/ restore, PGP/ Bitlocker encryption, Lotus Notes, Outlook, Blackberry/ IPhone/ IPad/ Hotspot, Network IP printing, Digital scanning, Cisco VPN hard/ soft token, and any upgrades as needed, following corporate standards and procedures.

Worked with the physical relocation of Nortel IP and Turret phone systems moves.

Performed Polycom video conferencing and projector equipment setup, configuration and testing before Town Hall meetings.

Recorded all work-in-progress inquiries and work completed through “Remedy” ticket system.

Recorded all inventory control, repair and purchase hardware service requests in “DART” Asset Management System; ensured asset-tracking system was appropriately updated.

TECHNICAL SKILLS

Platforms: Windows XP/7/8/10 workstation, Mac OS, Windows Server 2008/ 2012 R2, Exchange Server 2010, Lync Server, VMware sphere 5.5 and vCenter.

Phone System: Cisco IP phone (Cisco Unified CM Administration ver. 10.5.2.12900-14 & Cisco Unity ver. 7.0), Nortel IP phone system, IPC Turret phone system, Softphone

Mobile Device: Blackberry, IPhone, IPad, Android

Video System: Cisco, Polycom, Projector

Hardware: Update and troubleshoot switch, firewall, servers, broadband router, access point, network printer,

multifunction copier, network scanner, desktops, laptops

Networking: Wireless and wire networks, cable management, TCP/IP, Ethernet, workgroup, DHCP and static IP.

Software: Microsoft Office (Word, Excel, PowerPoint, Outlook), Browsers (IE, Firefox, Chrome)

Encryption: PGP, Bitlocker

VPN: Cisco RSA hard/ soft token setting for VPN users, Windows Terminal Server, Dell Sonic Wall.

Remote/ Backup/ Reimage/ Software Deployment: Altiris, SCCM, PCAnywhere, Kaseya, Evault

Ticket System: Track It, Remedy, Dell Kace, Microsoft Dynamics CRM

Email System: Lotus Notes, Microsoft Exchange

EDUCATION & CERTIFICATION

BARUCH COLLEGE, CITY UNIVERSITY OF NEW YORK

Bachelor of Business Administration - Major: Computer Information System

CompTIA A+ Certification

Certified to service HP Desktops and Workstations, and Notebooks for onsite Service Technicians

MCSE Certification - Exam in progress

COMPANY AWARD

Freddie Mac - Certificate of Recognition to provide outstanding contributions to the 2008 Alternate Data Center project

Freddie Mac - Award in recognition to provide support for Computer and Network Operations department in 2009

Freddie Mac - Outstanding Customer Service Award to provide IT service to the multifamily staff in 2012

NATIONALITY United States Citizen

REFERENCE Available Upon Request

Contact this candidate