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Desktop Support Office

Sugar Land, TX
May 15, 2020

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Chris Ho **** Timber Glen Ln Sugar Land, TX ***** 832-***-****

Technical Skills and professional certifications

Cisco switches and wireless AP configuration Cisco Certified Networking Associate (CCNA)

Microsoft Active Directory and Azure AD Comp TIA A+ PC Hardware/Software Technician

Microsoft Windows 7/8/10 and Microsoft Office 365

Microsoft SCCM


Professional Experience

Avanade/Hess - Houston, Texas December 2019 to February 2020

Desktop Support – Windows migration Project

Deploy new hardware with Windows 10 to end users.

Image and reimage Windows OS for the company desktop/laptop.

Perform backup, restore and update user’s data

Provide support and configuration of company primary applications including SAP, ArcGIS, VPN and etc.

Deploy software request through SCCM.

Configure new software package on SCCM.

TMK IPSCO - Houston, Texas May 2017 to November 2019

Senior Desktop Support

Provide level 2 support to internal corporate end-users via phone, email and remote access tool.

Manage workflow, service request, documentation and escalating ticket to the proper support group through the ticketing system.

Provide ticket and feedback data and monitoring the release and warranty of the project.

Working with other support group to assist with application design / development / upgrade testing and implementation

Perform meeting setup for point-to-point or group video conferencing throughout the different geographic locations.

Provided support and maintain of telecommunication systems includes Avaya VoIP, Polycom A/V, HP A/V, Creston, Web Conferencing and Skype.

Provide software installation, hardware configuration, Windows patch update, data backup/restore and conduct in-depth problem analyses for end users across the board.

Analyze problems, develop creative solutions and assess risks / benefits.

Perform data backup to the cloud and other services.

Windows 10 Deployment and imaging for more than 1500 Customer across the board.

Image / re-image end user desktop and laptop machines.

Develop strategies for resolving them and preventing future occurrences

Document supported system and application procedures and processes.

Manage mobile devices accounts, provide support and enroll devices to the Mobile Device Management.

Provide support to the manufacture pipe recording system through the HP thin client terminal.

Harris County Flood Control, Texas August 2016 to January 2017

IT Support Analyst

Provided daily IT support to the district user including MS office, Adobe Acrobat Pro, MS Outlook and some proprietary district use map software.

Deploy of system image to the organization's desktop and laptop through SCCM.

Update computer and user account in Active Directory.

Assist of create OS image with SCCM.

Setup vpn connection for user.

TMK IPSCO - Houston, Texas September 2009 to May 2016

Deskside Support/Network Engineer

Provided day-to-day hardware/software/network support for end-users in the following areas: Windows 7/8/10, MS Office 2010/2013/2016, Microsoft Outlook 2010/2013/2016, virus clean up and Remote VPN & Citrix Connectivity.

Manage and maintain access to the company firewall throughout the enterprise to include monitoring for, validating, granting or denying, and documenting requests for access to these systems

Perform installation, creation and deployment of Windows OS, software packages and OS update patches from Symantec Deployment Solution.

Maintains user account information including rights, security and systems groups in Active Directory

Maintain the inventory of computers, software and other Information Technology equipment.

Provided solution support and administration of mobile devices including IOS and Android.

Provided support and maintain of telecommunication systems includes Avaya VoIP, Polycom A/V, Web Conferencing and Lync.

Troubleshooting of digital phone line, analogy phone line, VOIP phone and data cabling issues.

Monitor LAN and WAN Connectivity.

Responsible for installing, configuring, maintaining and troubleshooting of network product includes Cisco Catalyst switches, Cisco wireless and Avaya ERS switches.

Coordinates with vendors and common carriers to resolve MPLS and phone outage between difference locations.

Provide support and maintain of SolidWorks Product Data Management (PDM) including manage user account and etc.

Pearson - Houston, Texas April 2009 to August 2009

IT Support Analyst

Provided IT support to a temporary scoring center.

Deployed Windows OS, Symantec anti-virus and distributed laptops on the floor.

Assist with configure and install wireless access points.

Maintain inventory and secure all laptops on the floor.

CompuCom/Fluor Corporation (Contract) - Sugar Land, Texas October 2008 to January 2009

Deskside Support

Provided desktop support service, setting up users including MS Outlook 2007, MS Office suites etc.

Maintains user account information including rights, security and systems groups in Active Directory.

Analyze and respond to end user problems with desktop/laptop hardware, software, operating systems, applications and peripheral devices.

Assets management install and setup IBM Tivoli.

PC reimage and deployment software package.

Resolve reported incident tickets from helpdesk.

JPMorgan Chase (Contract) – Houston, Texas July 2007 to October 2008

IT Helpdesk Support

Provided technical support for internal employees of JPMorgan Chase.

Log and create incident ticket and provide local desktop support.

User account management reset user account password on the bank systems, including, Novell, domain, mainframe, Unix, and database.

Provided remote IT support, troubleshooting, Lotus Notes account set up and network printer access request.

Manage user remote access RSASecure ID token account, including reset, re-sync and place on lost status.

Check ticket status and escalating trouble ticket to resolver group.

QUALXSERV, – Headquartered in Tewksbury, Massachusetts August 2005 to May 2007

Dell/HP Warranty Field Service Technician in California

Provided onsite support service, replacing system components, including motherboard, video display card, memory and CPU on desktop and laptop PC.

Performed diagnose of malfunctioning units and backup service.

Thunder Groups, Inc. – City of Industry, California June 2004 to April 2005

IT Support/Customer Service

Developed and maintained network for small business office.

Set up and maintained user accounts.

Updated hardware and system software.

Gigabyte Technology, Inc. – City of Industry, California June 2000 to May 2004

Technical Support Specialist

Provided technical and troubleshooting support services for customers of an international motherboard company.

Received and handled about 175 phone and email support questions per week from customers all over Europe and the United States.

Performed necessary lab-based debugging to duplicate and resolve reported problems encountered by customers.

Acted as liaison between customers and the engineering design team.

Worked closely with Corporate Solution Delivery Team on technical engagements.

Ensured quality of services provided to company's distributors & resellers.

Comtrade Electronics, Inc. – City of Industry, California July 1997 to August 1999

Computer Technician

Installed and configured for retail and corporate sales, new computer systems, hardware & software, including MS Windows 95 & 98, and MS Office

Provided troubleshooting and technical support of computer hardware and software for retail end-users and corporate clients


Pasadena City College

Pasadena, CA

Professional Career Institute

Cerritos, CA

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