IT Support

Justin Cheng

San Pablo, CA 718-***-****

*********@*****.***

SUMMARY

Technical Strengths: Comptia A+, Network+ and Security+

Passion and talented for technology. Highly efficient in implementing and troubleshooting software/hardware. Comfortable working on large scale projects. Capable and confident working with all types of users. Willingness to learn new tech and ideas.

Customer Success Excellence: Excellent interpersonal skills, listener, rapport building. Culturally sensitive to internal organization, cross functional teams, and external customers. Able to handle complex calls and situations with subtlety. Strong verbal written skills.

Personal Strengths: Excellent communicator, self-starter, Natural problem solver, exceed expectations, punctual, and team player.

Desires: Wanting to gain Apple products experience and curious about learning how to manage those in an enterprise environment. I also want to learn more about Cloud related technology.

TECHNICAL SKILL

Operating System: Windows, Mac OS X, and Ubuntu Mobile: iOS & Android

Networking: Wireless/LAN networking and communications, TCP/UDP ports/protocols (HTTPS, DHCP, DNS),

VolP and QoS configuraticn, IP addressing (NAT/PAT), routing protocols, Routers, Switches, Virtual LANs, Firewalls, VPN, Command Line troubleshooting (traceroute, ip /config, ping, nslookup), Cisco, Palo Alto, AdTran

Software Applications: Microsoft Office, Office 365, Google Apps, Salesforce, Liveperson, Shoretel, Adobe Photoshop, AutoDesk, Malwarebytes, VMware, VirtualBox, Windows Remote Desktop, LogMeIn, Jira, Zendek, AutoTask, Track-It, Citirix, Active Directory /LDAP, Clonezilla

WORK HISTORY

Global Information System Engineer [Jun 2016 – Nov 2016]

The Asia Foundation – San Francisco, CA

• Support 100 HQ users and 200 remote user traveling users around Asia

• Tracking tickets with Zendesk. Non-profit environment.

• Troubleshooting Desktop, Laptops, Mac, Windows, iPhone, Printers, WiFi, A/V equipment and Network issues.

•Some Apple products, Network troubleshooting and Active Directory

System Support Analyst [Jan 2015 – Jun 2016]

Parkside Lending - San Francisco, CA

• Support and Troubleshoot 200 Office users in the Bay Area, 200 Remote users across the United States

• Procuring IT equipment and Training for New users. Mortgage Environment.

• Participated in Budget meetings, Training, Projects in the pipeline, and Discussions with vendors.

• Taking ownership of inquiries across all support channels within SLA: incoming/outbound calls, emails, chats

• Tracking, documenting, and monitoring processes and metrics in Zendesk

• Completed multiple projects: Office relocation, VOIP (Shoretel), Software Setup (Jira, Zendesk, Asset Tracking), Created company internal knowledge base, Network rebuilding/upgrade, Inventory Consolidation, Company event (AV/VC equipment), IT Aduit and Building Renovation

• Accomplishment: Cut down the cost of Verizion bill by 30%.

IT Engineer [Jan 2014 – Sep 2014]

FunctionOne – San Francisco, CA

•Mainly Onsite and remote Helpdesk/IT support role

• Manage Service Provider (MSP). Remote and on-site support to users of all company sizes. Main focus is to be pro-active with technology to prevent downtime

•Completed IT review and consolidation of clients’ needs to lower the cost of operation which will save the client money

• Support sectors: Finance, Tech, Law, Restaurant Groups, Architect Firms

• Gain experienced with POS Systems, Autodesk, Cisco, VMware, and Salesforce

Solution Engineer [Nov 2012 – May 2013]

Primary Support – New York, NY

•Mainly Onsite and remote Helpdesk/IT support role

• Manage Service Provider (MSP). Remote and on-site support to users of all company sizes. Main focus was efficient disaster recovery, data protection and security

• Direct interaction with Clients. Planning, purchasing and implementing

• Projects: Email Migration, Server Upgrade, IT System/Network Overhaul, and Office Relocation

• Experience: Setup/install, document, and troubleshoot hardware/software issues.

Senior Helpdesk Analyst [Jul 2011 – Nov 2012]

New York Life – New York, NY

•Supported 10,000+ NYL insurance agents. I was working with a team of 20 in a helpdesk call center.

• Diagnose and resolve technical hardware and software issues for NYL’s corporate business

• Document all issues and generate reports detailing common problems and error trends

• Create service orders to replace defective hardware equipment and request technician assistance

• Install and configure workstations based on company needs and requirements

• Diagnose and resolve technical hardware and software

• Deploy and configure iPhone's based on company guidelines

• Retrieve off boarding assets to track record of all hardware inventory

POS Engineer [Jan 2011 – Dec 2011]

Front of House POS – New York, NY

• Direct interaction with Clients. Planning, purchasing and implementing

• Setup POS systems, Network System, Security Cameras and Monitoring Systems (DVR/CCTV) for Restaurants/Retail Stores/Hotels/Bars/Venue

• Provided support and training to the end users. Create menu database for clients. (Food/Drinks/Modifiers)

Helpdesk/ POS Tech [Feb 2010 – Sep 2010]

Sam Ash Music – Hicksville, NY

• Responded to tickets within Track-it. 200+ Office users and Store Associates across the United States

• Handled issues remotely first, then if needed had the stores ship the non-functioning device to the headquarters where I can then assess the issues further

• (Troubleshoot Laptops, Desktops, POS devices), Setup VPN, and configured printers

• Worked with numerous vendors to accomplish certain projects

• Some Network Administration and Active Directory

IT Support [Apr 2007 – Jan 2009]

L’Occitane – New York, NY

• Troubleshoot 400+ employees including store associates, managers, VPs & C-Level executives remotely, over the phone or desk side with any computer related issues in the US, Canada & Mexico

• Manage all AD accounts in the US, Canada & Mexico including store associates, store managers, district managers, corporate employees, VPs & C-Level executives)

• Travel on-site to the stores to setup network systems, switches, VPN, Firewall, phone, DMX music system, Shoppertrak, & Synergy

• Install, upgrade, image, backup service on desktops, laptops, iPhone, iPad, Tablets, & BlackBerry

• Maintain and track desktops, laptops, monitors, docks, speakers, projectors & printers using Remedy Asset Tracking

• Open, monitor, follow up, resolve & close trouble tickets using Remedy

EDUCATION

Udemy [Jan 2017 – Currently]

Training: PMP and AWS Solution Architect

Western Governors University Salt Lake City, UT [Fall 2013 – Fall 2014]

Major: Project Management

ACS Computing Flushing, NY [June 2006]

Training: Comptia A+, Network+, Security+, CCNA, MCSA

Devry University Long Island City, NY [Spring 2007 – Fall 2008]

Major: Network System Management

Queensborough Community College Bayside, NY [Fall 2003 – Fall 2005]

Major: Computer Engineer

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