Support Specialist It Technician
Resume:
Allen Ko
Tel. 778-***-**** E-mail: *******@*****.***
Professional Experience
Profile
Strong background in Information Technology, including IT Management, business and sales, hardware and networking, and administration tasks. Experienced in Project Management, Team Leadership, and Software Development. Demonstrated ability to efficiently multitask, prioritize tasks in time-sensitive and fast-paced environments. Innovative and critical thinker with strengths in analysis, streamlining processes, troubleshooting, network safety, and user support.
Technical
●Reviewed and configured systems, resolved tickets using IT service management practices, and provided remote support in a fast service-oriented approach.
●Helped clients feel well-supported and increased productivity by 10%.
●Improved Cloud Server database response times from nonfunctional lag, enhancing productivity for the firm by 15% through saved time.
●Managed Cloud Environment, Office.com suite, CaseWare, TaxPrep, CCH Suite of products, Active Directory, DUO 2FA Authentication, and account administration.
●Configured and maintained firewall settings, provided user support, and managed network printers and network administration.
●Tracked hardware and software, reported risks, and performed risk analysis.
●Deployed 70 new HP desktop systems, 20 laptops, 150 new Dell monitors, new office firewall, and WIFI systems to update and modernize the office.
●Expertise in virus removal, malware protection, backup and recovery, and IT asset management. Excellent analytical and problem-solving skills.
●Positive attitude, helpful, and people-oriented. A dedicated professional mindset.
Leadership & Training
●5+ years in the IT Field, including business relationships, customer service, and IT service management.
●Trained and delegated tasks to vendor IT staff.
●Mentored a team of 5. Initiated new testing training articles to protect staff members and enhance IT security policies to minimize data breaches.
●Developed training materials and technical documentation to document help files and train IT staff.
●Distributed work tickets, followed up, and instructed MSP staff on resolving more advanced tickets and issues.
●Implemented configuration management practices and contributed to creating a knowledge base for IT support.
Experience
IT Support Technician - Rolfe Benson LLP - Vancouver, BC 2019 - 2023
Accounting firm and largest IGN Partner.
Licensed Realtor - RE/MAX City Realty - Vancouver, BC 2015 - 2024
Commercial Realtor, Leasing, Contract Negotiations, Property Assessments Advertising, Marketing, Sales, Business Sales, Customer Relations, Land Assembly
INS Market - Store Manager - Vancouver 2015 - 2017
Independent franchise operator. Managed team of 4.
QA Engineer (Contractor)- Pixelmatic Entertainment - Vancouver, BC 2013 - 2015
Roles include manual testing. Automation testing. Database testing. Multiple roles to streamline the budget and maintain profit margins. Lead the team of testers.
Test Analyst - Aeroinfo, Boeing Canada - Richmond, BC 2010 -2012
Aeroinfo is a wholly owned subsidiary of Boeing Inc. The company specializes in developing managed solutions to help clients meet the unique challenges of operation management.
●Assigned tasks to new testers and provide orientation, training and mentoring of procedures and processes
QA Tester / IT Administrator - Sitemasher Corp. - Vancouver, BC 2010 - 2012
Sitemasher is a provider of a SAAS based full lifecycle web management tool.
●Lead two other Junior Software Testers with training and oversight
●Sharepoint Administrator, Microsoft Response Point Administrator, Active Directory
IT Systems Analyst - THQ Relic Entertainment - Vancouver, BC 2005 - 2008
Canadian game development company that specializes in 3D real-time strategy games.
●The IT desktop support team was responsible for the Helpdesk support of 200 staff members in the studio. Reduced installation time of brand new systems by 50% with script files
Quality Assurance, IT - Samuel Strapping Systems - New Westminster 2003-2005
●Administration & Inventory Control, receiving & shipping department and logistics. Consulted with the clients and handled the consumables products of which accounted for over 50% of the profits earned by the company.
Education
UBC Sauder School of Business - Contracts, Insurance updates, Ethics 2017 - 2023
Apiary Trader Development Program: Apiary Investment Fund, UT 2013 - 2014
Real Estate Licensee Course: UBC Sauder School of Business 2012 - 2013
Arts Major Economics: University of British Columbia 1996 - 2001
Associate of Arts Degree - Capilano College - North Vancouver, BC 1991 - 1996
Graduate with Honors - Vancouver Technical Secondary School 1987 - 1991
Volunteer Work
●St Francis Xavier School - Volunteer 2013 - 2024
●Strata Council Member - Deer Lake Breeze - Burnaby 2012 - 2017
Keywords- Waterfall, Iterative, Agile, Black Box, White Box,Automation, Test Planning, Estimation, C#, SQL, Java, Visual Basic, Lua, Flex
Oracle, MS
SQL Server 2003, MS SQL Server 2005, DB2, Windows Server 2016, Windows Server 2008, Windows 10, Windows, Mac OS X, Mac OS V13, IE, Netscape, Firefox, Safari, Chrome, Perforce, Confluence, KBOX Management Suite, DOORS, iMacros, JIRA, SQL Enterprise Manager, SQL Query Analyzer, Sharepoint, HP Quality Center / Test Director, HP Quick Test Pro, Rally, IT Management, Information Technology, Project Management, Team Leadership, Technical Support, Network Administration, System Integration, IT Strategy, Budget Management, Vendor Management, Cybersecurity, Infrastructure Management, Cloud Computing, Data Management, IT Governance, Software Development, Hardware Management, Troubleshooting, Risk Management, Compliance, Technical Documentation, ITIL (Information Technology Infrastructure Library), Change Management, Disaster Recovery, Business Continuity Planning, Enterprise Resource Planning (ERP), IT Policies and Procedures, System Administration, Database Management, User Training and Support Technical Support, IT Support, Help Desk, Troubleshooting, Customer Service, Incident Management, Ticketing Systems, Network Support, Hardware Repair, Software Installation, System Configuration, Remote Support, IT Service Management, Active Directory, Technical Documentation, Problem Resolution, User Assistance, ITIL (Information Technology Infrastructure Library), Systems Administration, Service Desk, Network Administration, Configuration Management, IT Policies, System Upgrades, Virus Removal, Malware Protection, Backup and Recovery, IT Asset Management, Technical Training, Desktop Support, Application Support, Knowledge Base, Remote Troubleshooting, User Training
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