Desktop Support

JAMES LAC

*** ******* ****** ● Santa Ana, California 92704 ● 714-***-**** ● *********@*****.***

SUMMARY OF QUALIFICATIONS

• Bilingual: English and Vietnamese

• Great professional communication skills

• Able to assess and analyze complex issues

• VMware and Hyper-V Virtualization

• Thrives in a fast-paced environment

• Self-motivated, driven, and enthusiastic

• Remote Support of multiple locations

• Able to adapt to various work environments

PROFESSIONAL EXPERIENCE

Desktop Support Services – Temp Position Dec 2016- Jan 2017 ALLIED DIGITAL at MAZDA Irvine, CA

• Provide In-House, Phone, Email and Remote Support for over 600 users at Mazda North America Corporate and Regional Offices Nationwide using MITS Ticketing System.

• Remote Access via F5 VPN Client, DameWare, TeamViewer, Horizon Viewer for VDI Terminal

• Tools used Active Directory, VMWare View Administrator for Virtual Machine, LanDESK Manager

• Outlook via Exchange, MS Office 2013-2016 Suite, Outlook Web via Office 365, Skype for Business

• Creating System Image for Dell XPS Laptops, Tablets, and AIO using Dell Image Assist and VMware

• Document for Imaging Refresh Protocol and Support Tickets Resolution on OneNote for KB

• QA of New System Images Windows 7, 8, 10 on Laptops and Tablets for user before rollout to the field. POS Help Desk Analyst - Seasonal Position Oct 2016 – Dec 2016 WET SEAL, LLC Irvine, CA

• Provide Phone Support to over 400 Retail Store Employees throughout North America

• Resolve varieties of issue with Oracle Point of Sale (ORPOS) System via LanDesk Remote App

• Tracking and Monitoring POS problems with Serena Business Manager Ticketing System

• Use of Interactive Client Call Center with Store System Database to connect with Retail Stores

• Support, troubleshoot, and identify issue with Ingenico and Verifone Payment System

• Remote Access using Fortinet VPN Connection with FortiToken Mobile Keys IT Administrator/ Help Desk January 2013 - Sept 2015 WELL-MED GLOBAL, LLC Anaheim, CA

• Installation/configuration of Windows 2012 Server, Active Directory, DHCP, DNS

• Provide day-to-day office support to users, distributors, and guest clients

• Setup and prepare conference room with projector/ audio for presentations and seminars

• Configure and maintain printers, copier, VoIP phone, LAN connectivity and wireless network

• Manage core back office software application, support members and distributors with sign up process Network Administrator / Desktop Support August 2002 - August 2013 MSA ARCHITECTURE & PLANNING, INC. Costa Mesa, CA

• Provide day-to-day technical/phone support for end-users at multiple office locations

• Setup Windows Server 2008 R2/Exchange 2003; Active Directory, DHCP, DNS, FTP, IIS, SMTP

• Active Directory Administration, Creating Group Policy, User Accounts in OU, Exchange Mailbox

• Setup Folder Permission for various Projects on File Server for Different Departments

• Data Recover and Restore with Backup Exec 2012, System Image Backup and Restore via Acronis 11.5

• Anti-Virus Administration for McAfee, Symantec Norton, and Trend Micro on web console

• Remote Support/Access via VPN with Remote Desktop Protocol, LogMeIn, or TeamViewer 11

• Troubleshoot and Resolve Network, Server, Workstation and Software Issue

• Install and/or upgrade hardware and software; Windows XP, 7 AutoCAD, Sketchup, Quickbook

• License Management/ Upgrades for AutoCAD, Windows Operating System and Microsoft Products

• Main contact with third-party vendors for software and all IT Services at multiple offices

• Manage and Inventory of company cell phone with Sprint for Android and IOS iPhones IT CONSULTANT

December 2007 - July 2012

THE NETWORK WHIZ Fountain Valley, CA

• Consult with Small/Medium Business Clients for Network and Office Solution

• Assess various business needs, build out and tailored services accordingly

• Create proposal for Hardware Equipment and Software applications

• Setup Servers, Workstations, Printers, Routers, Wireless, Backup, Disaster Recovery, Hosted Mail/Web

• Provide On-Site Support, Troubleshooting, Repairs, Upgrades Software, and Hardware as needed

• Remote Support via LogMeIn, Remote Desktop via VPN through Router, or TeamViewers App

• Provide Excellent Customer Service with Consistent Communication and Professionalism EDUCATION

Bachelor of Science – Information Technology Management January 2006 NATIONAL UNIVERSITY Costa Mesa

Associate of Art – General Studies December 2005

ORANGE COAST COLLEGE Costa Mesa

CERTIFICATION:

Microsoft Certified Professional – MCP

Microsoft Certified System Administrator - MCSA

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