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Customer Service Active Directory

United States
April 21, 2017

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Freeman (Shaofei) Xu

*** ******** **. ************, ** 20878

Tel: 301-***-****

Summary: Many years of enterprise level software and hardware troubleshooting, data analyzing, multilingual testing and training experiences for Windows, Mac, Android and iOS systems and devices looking for

Senior IT Desktop Support Analyst Position


●Solid PC and desktop application skills for Windows OS, MAC OS X, Android and iOS mobile devices

●Troubleshoot hardware and software issues on PC and Mac OS, smartphone and other hand-held devices and knowledge of wireless and wired networks (CCNA certificate and CompTIA A+ certificate), including computer peripherals like printers, routers, scanners, and other mobile devices

●Client PC and Mac machine connectivity - Ethernet, TCP/IP and VPN and file server knowledge, etc.

●More than 10 years of experience in software development life cycle with VB programming and SQL

●Highly proficient in MS Office Suite like Word, Excel, Access, Outlook & PowerPoint, etc.; Adobe Suite like Photoshop, Illustrator & InDesign, etc. ; good command of SharePoint and Active Directory; Google applications like Google Doc, Sheet, etc.

●Good at Office Project Management duties like Internet Searches, SEO, Project Planning, and Project Tracking.

●Over 5 years of solid experience in manual and automated testing enterprise level web based security product under complex windows, Mac OS, Linux System and networking environments via real and virtual VMware with tools like QC HP, ServiceNow, Clarify, etc.

●More than 5 years’ experience on software product training, teaching and presentation; Certified Teacher, OCT, Canada, EPt, ECO Canada.

●Good understanding of TCP/IP, Ethernet and Windows networking, CISCO routers, http/s & VPN, etc.

●Master Degrees of Information Systems and Post Graduate Diploma in Applied Linguistics

●Good knowledge of MS and Mac Terminal Server, VNC (teamviewer, Windows Remote Desktop, etc.), resources networking and sharing technology

●Responsible, detail-oriented, good team player and fast learner.

●Multitasking and multilingual skills, good technical writer with excellent documentation skills: Excellent oral and written skills in English, Chinese, Russian and basic Japanese; Candidate for the Certified Translator, ATIO

●Excellent communication and interpersonal skills. Excellent analytical, problem solving and organizational skills. Persistent attitude at getting the started job done.


●Master Degrees in Information Systems & Env. Management 2001

Tomsk Polytechnic University, Russia

●Bachelor Degree in Information Systems 1999

Tomsk Polytechnic University, Russia

●Post graduate Diploma in Applied Linguistics 1992

Regional Language Centre, SEAMEO, Singapore


OS: DOS, PowerShell, MS Windows 2000/3/XP/Vista/WIN7/8/10, Apple Mac OS X 10.4+, Android System, iOS, CISCO system, other handheld Systems and Linux, Unix, etc.

Languages & Tools:, VB6.0, VBA, VBscript, ASP(.net), CSS, HTML, SQL, FTP, PHP, C, JAVA


MS & MAC App: O365 2013, Office Suite 2010; SharePoint, Active Directory; Adobe Suite.

Certificates: CompTIA A+, CCNA; Certified Teacher OCT Canada; EPt ECO Canada; Cert. ATIO Canada


Information Systems Analyst July 2016-Present

Colliers International. 1625 Eye St NW #700, Washington, DC USA 20006

Provide exceptional customer facing technical desktop support at customer location(s) as a member of the EUC team.

Image laptops, desktops, and workstations

Install and configure network printers

Setup and provision New Hire equipment

Replace failed hardware on desktop and laptop computers

Replace failed phones, printers, network cables

Maintain and track hardware inventory.

Provide deskside support for hands on issues

Provide phone support to users in onsite office location or remote locations

Do some remote work and travel to different offices as required

Familiar with remote desktop support tools like Bomgar, Gotoassist, etc.

Respond to requests and incidents by phone, email, support queue, on-site

Track and log all requests for desktop service into ticket tracking DB

Respond to end user within specified response SLA

Resolve incidents and service requests within the required SLA

Perform problem resolution research and document solutions

Escalate out of scope or unresolved tickets to appropriate IT personnel

Participate in technology implementations, both corporate wide and business-unit based

Perform Board-Room presentation setups

Assist with company based software/hardware deployments

Coordinate office needs with Regional IT Manager and/or local office Operations Managers

Assist in LAN/WAN operations; including setup, support, documentation

Coordinate office/cubicle setup and moves

Monitor and implement company policies, procedures, and standards to ensure compliance

Operationally knowledgeable of networking, telephone, and infrastructure concepts

Client Location Specific Duties:

Knowledgeable of a mixed environment technical support in Active Directory;

Windows computers with Windows 7 to current and Office 2010 to current;

Mac computers with Office;

iOS, Android and Windows tablets and phones;

Low level file and print server maintenance and support;

Familiar with ServiceNow or similar systems.

Senior Customer Engineer for AstraZeneca March 2016 – July 2016

Computacenter US Inc. 55 West Watkins Mill Road, Gaithersburg, MD USA 20878

●Deploy, install, configure, refresh, re/image, migrate via both MS MDT, SCCM & MAC Migration Tools; troubleshoot software and hardware like: laptops, workstations, routers, printers, phones, video conference units and mobile devices, etc. according to the relevant standard operating procedures

●Provide face to face/remote/online desktop/laptop/tablet/phablet ongoing help desk support and top quality customer service for Mac OS X & Windows OS at the service levels agreed with the end users on a variety of issues for but not limited to end user applications like MS Office Suite, SharePoint, Active Directory, Adobe Suite, etc.

●Possess excellent written and verbal social communication skills with a variety of constituent groups including senior management, peers, and outside contacts.

●Able to prioritize and handle multiple assignments at any given time while maintaining commitment to deadlines

●Create and maintain user accounts, passwords, data integrity, system access & security.

●Troubleshoot WAN/LAN and TCP/IP connectivity issues across a variety of technologies (LAN/ Broadband/Wireless)

●Support Security Standards (anti-virus/anti-spam/firewall/patching)

●Work with Helpdesk, Provisioning, Infrastructure Operations, Systems Engineering, IT NOC, Security and other teams to identify and resolve escalations and outages with sound judgment to provide timely resolution of problems.

●Use ServiceNow ticketing system, problem management databases, help desk system, Active Directory, SharePoint and knowledge Base, etc. to document work (incident, service request or project tickets) and respond to tickets in a timely manner.

●Perform a variety of complicated tasks and report to a supervisor or manager with appropriate judgement.

●Document case status and provides updates to management and end-users

●Develop, document, and maintain standard operating procedures, best practices and customer service guidelines

●Responsible for the setup, take down and re-location of all MAC/PC systems and other IT equipment.

●Accomplish the tasks with a wide degree of creativity and latitude.

Onsite/Deskside Support Analyst for AstraZeneca November 2015 – March 2016

Compucom Inc. 35 West Watkins Mill Road, Gaithersburg, MD USA 20878

●Provided desktop support and customer service to end users on a variety of issues. Identified, researched, and resolved technical problems.

●Responded to telephone calls, email and personnel requests for technical support.

●Used ServiceNow ticketing system and responds to tickets within a timely fashion.

●Accomplished Activities including recognition, research, isolation, resolution, and follow-up.

●Documented work in ServiceNow ticketing system.

●Performed general maintenance tasks and resolves less complex problems immediately, while more complex issues are identified to a higher level of support with use of problem management databases and help desk system.

●Familiar with a variety of the field's concepts, practices, and procedures.

●Experienced in judgment to plan and accomplish goals. Performed a variety of complicated tasks.

●Reported to a supervisor or manager with wide degree of creativity and latitude.

●Experienced providing face to face desktop support and top quality customer service.

●Excellent written and verbal communication skills.

Help Desk Team Lead October 2014 – October 2015

Empowr Inc. 501 West Broadway, Suite A182, San Diego, CA 92101

●Led and supervised my Power Team to serve their groups of clients online or remotely on both Apple, Windows and mobile devices (Android, iOS, Windows Mobile, etc.)

●Analyzed the client feedback and data and presented the results in Google Doc, Microsoft Excel Sheets, etc.

●Audited the instructions of each Power Team members to keep the coaching level up to the required standards

●Provided individually customized clients-specific instructions and support to lead them on the way of success on FanBox(empowr)

●Tested the newly launched features of the FanBox (empowr) at its each update and upgrade stage of its development life cycle

●Attended online routine Team Leads meeting and held Power Team meetings for problem solving and brainstorming

●Learned and updated Power Team Coaches and clients about the frequent updates, upgrades and features continuously improved and newly launched during the product development lifecycle.

●Triaged, prioritized and reported the bugs and glitches reported by my Power Team Coaches and their clients

●Submitted the technical support tickets for the bugs and glitches triaged by their nature and critical degree

●Conduct non-routine meeting and communicate with Power Team Coaches and clients for various issues found on FanBox (empowr).

●Provide ongoing support and serve as an escalation point for the client for apps and software product

●Provide daily system/application administration and maintenance

●Ensure all work is supported by appropriate documentation in the internal ticketing system

●Demonstrate good social skills and work in a professional team environment as a Team Lead

Senior Technical Support Analyst December 2013 – September 2014

Palmity Inc. (Saturn Media Group Marketing Inc.) Markham, Ontario, Canada

●Provided IT Support for Apple and Windows devices (Laptops, Desktops, Mobile devices)

●Configured, set up and repair hardware/software for Apple, Windows and mobile systems, and peripherals like router, modem, printers and scanners, etc.

●Troubleshot hardware and software issues on the company IT systems (CompTIA A+)

●Monitored and fixed office devices issues on company wired and wireless networks (CCNA certificate)

●Maintained, updated and backed up/restored company IT systems

●Analyzed the client data for the App and present the results in Google Doc, Microsoft Excel Sheets, etc. and escalated to higher level if issues can't be handled in local offices

●Prepared training material and presentation regularly for the training course specific to company clients and conducted lectures on various topics as required for company clients in IT fields

●Co-organized company events and run, translate and interpret regular company meetings, trainings, presentations and various other events, etc.

●Assisted Director with decision making in IT planning, online marketing, E-commerce and business development

●Followed up with clients to ensure their needs are met.

IT Support Specialist January 2010-November 2013

SC Times Media Inc., Toronto, Canada – fully devoted in all kinds of tasks relevant to Software and Hardware issues, Website maintenance, Graphic design with Adobe Photoshop and Illustrator, Wired and Wireless (Windows) networking, corporate training, etc.

●Troubleshot hardware and software issues on Windows, Apple and mobile devices with full knowledge of wireless and wired networks (CCNA certified and CompTIA A+)

●Configured, installed and troubleshot hardware/software, and peripherals like routers, printers and scanners, projectors, conference equipment and devices, etc.

●Maintained, updated and backed up/restored office system (windows 2k/XP/Vista/Win7/8) and company website

●Trained company’s staff in the basic and advanced use of MS Office Suite, Adobe Suite, SharePoint, Active Directory and the basics of Internet, W/LAN, FTP, http/s and wifi etc.

●Computer graphically designed and published advertisement for company clients on newspaper and website using Adobe Suite.

●Assisted Director with decision making in IT planning, E-commerce and business development

●Followed up with customers to ensure their needs are met.

Senior QA Analyst December 2008-November 2009

Accenture Inc. Toronto, Canada


Project: Business Banking Program - Release 2.1/3 module 1 to module 8 of the Business Banking Program involves specific enhancements to a complex commercial banking software system. This team will be responsible for test planning and execution of these enhancements. Designs are currently being signed off. Planning will run from Jan 12 to Feb 9 and execution from Feb 9 to November 2009.

●Drive System Integration Testing (SIT) planning activities

●Develop high quality test scripts, test conditions, input test data, and expected results for System Integration Testing

●Become relied upon subject matter experts in the enhancement areas of Release 3

●Execute test scripts with efficiency and precision on local Machines & remote VMware, Citrix

●Record problems and issues in accordance with the project's incident management process

●Work with the application and build teams to resolve any issues that arise out of the testing process

●Thoroughly validate and fix defects raised by myself and other team members

●Inform the test leads of any issues that may arise during the process of SIT and relevant tasks

QA Software Test Engineer II February 2005-January 2008

F5 Networks Inc., USA, Russian Branch - Fully participated in the whole localization and testing cycle of FirePass Release 4.2 to Release 6.5 of combining enterprise level web security and access anywhere, any time and any platform

●Performed manual and automated functional, GUI, core, acceptance and regression testing via http/s web pages with the help of Loadrunner/QTP, etc. before software product release deadline individually or together with a testing team of more than 15 team members

●Localized and tested localization specific software (traditional/Simplified Chinese; Russian; Japanese, limited French and German, etc.)

●Determined test approach and metrics to test applications for overall functionality, performance, security and compatibility with variety of windows environments, networking including hand held system like Pocket PC under different browsers (Especially Chinese character specific (in Japanese & Chinese, etc.) localized software product)

●Setup the complicated real testing and virtualized environment include hardware and software testing windows environments of Windows 98/2k/XP/Vist/7(32/64bit) NT/2000/2003/Linux/Macintosh or under the VMware virtual machines, updated and maintained them

●Designed test plans, test cases and test scripts which improved quality, productivity and efficiency of the software products

●Used VNC for testing under remote networking environment resources and tested VPN component for its connectivity and security under local and remote environments

●Communicated with customer for their found bugs and setup change request for testing releases, patches and hot fixes

●Reported bugs using bug tracking tools like ServiceNow, Aptest, CVS, Clarify, Microsoft Excel, Word and WebPages with the help of SharePoint and Active Directory.

●Conducted training programs and presentation on projects and wrote, translated and compiled Knowledge Base.


Certificate of Comp TIA A+

Certificate of CCNA

Certificate of Certified Teacher, OCT, Canada

Certificate of Environmental Professional in Training in Education, ECO Canada

Certificate for the Candidate for the Certified Translator, ATIO, Canada

Contact this candidate