Customer Service Support
Resume:
Henon Ho (*******@*****.***)
http://www.linkedin.com/in/henonho
Alameda, CA 94502
PROFESSIONAL SUMMARY:
IT Support professional with over 8 years of experience focusing on customer service. A self-motivated person who will find ways to improve efficiency. Critical thinker who addresses customer support issues quickly and consistently exceeds performance standards. Strong ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution.
WORK EXPERIENCE:
2017: IT Consultant, Various Companies
Successfully migrate from traditional outlook account to Office 365
Setup Fortinet firewall, wifi and configure switches for small to medium size firm
Mar. 2012- Nov. 2016: Associated Third Party Administrators, Alameda, CA
Network/System IT Support
Provided customer and network administration services using established debugging procedures to over 200 users.
Responsible for setup of new employees, including login/passwords setup, MS Exchange email configurations, software training/Sharepoint access, Shoretel telephone systems.
Supported mobile devices and tablets using Mobile Iron Mobility Management software to ensure compliance with company’s security and device management policies.
Kept accurate records of all maintenance and upgrades to network servers, including inventory of IT assets (servers, desktops, laptops, printers, mobile device, etc).
Created images using Acronis True Image to be loaded onto new laptops and desktops.
Troubleshoot using Microsoft System Center Configuration Management (SCCM) tools for remote desktop support, deployment of software and patches.
Managed and maintain Group Policy Object (GPOs) throughout the Active Directory (AD) enterprise.
Deployed equipment to remote locations, managed equipment remotely such as scanners, printers, servers and PC’s.
Performed tape backup with Symantec Backup Exec on department drives, emails, and other important files.
Build/install MS Windows 20xx Servers, VMware ESX Servers to monitor and manage database and hardware
Implemented Bitlocker on laptops and hard drives for data encryption
Resolve, track and leave detail resolution via in-house helpdesk ticketing system.
Nov. 2009- Jan 2012: Asus Computer International, Fremont, CA
IT Support
Supported over 350 users daily via walk-in, phone and remotely. Troubleshooting ranges from hardware (computer peripherals, phones, servers, etc) to software (MS Office suite, MS Outlook email, printer issues to networks)
Installed O/S (Windows XP, Vista, 7) and required software to ensure users have all the necessary applications to perform their daily job function.
Managed user permissions using Active Directory and MS Exchange.
Maintained over 20 servers to ensure servers are running in normal state.
Built numerous Network Servers (Domain, DHCP, DNS, Print, FTP, and File) and VM Servers in the ESX environment to sustain company growth.
Responsible for managing vendor relationships, negotiating significant cost savings
Improve network efficiency by installing network cable wiring for the office (added additional lines from patch panels in the ceiling to connect to individual user’s cubicles.
2009: IT Consultant, Various Companies
IT Consultant
Setup 20+ workstations (desktop, monitors, keyboard, mouse, phones) for new office.
Created RJ45 Network patch cables for connecting computers to switches.
2001- 2008: Orient Overseas Container Line Inc.(OOCL), San Ramon, CA
Business Process Support (BPS)
Organized, managed, and implemented project requests on system and/or process as necessary. Follow-up on requests to ensure their successful completion
Provided personal computer support and in-house application assistance to a 150+ end user community daily via e-mail, and phone communications. Support and assistance include maintaining user’s profiles, resolving VPN and wireless issues on laptops for remote users, and troubleshooting general desktop issues
Recorded problems via Remedy tracking software, constant follow-up and prioritize issues based on urgency until problems resolved on time. Recorded problems and solutions to build knowledge base
Troubleshoot/Support printers, network, monitors computer by analyzing each components to find the cause of the problem, take immediate action by replace or perform solutions for user to resume work normally
Replaced computer parts per customer requests by careful packaging, shipping and exporting defective parts to vendors for exchanging replacements
EDI Specialist
First tier support to troubleshoot and analyze any custom Electronic Data Interchange (EDI) issues to ensure all transactions are sent/received in good order
QA Engineer
Primarily responsible for developing test plans and test cases for each major version release; and performed end-to-end testing for the enterprise software application
EDUCATION:
California State University Hayward, Hayward, CA
B.S. in Computer Science
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