HONG CHAN

267-***-**** adcx3f@r.postjobfree.com www.linkedin.com/in/chan15152

Technologies & Skills: iOS, Android, Windows Servers & Clients administration, OS installs, upgrades, TCP/IP, LAN, WAN, DHCP, DNS, AD, GP, WSUS, MS Office, CRM, VMWare, Symantec Solutions, imaging, NEXSAN Dell EMC Storage, FTP, firewall, switches, routers, WiFi, eMarketing, Solarwinds, Zabbix, SL1, ticketing system, HTML, AWS, PHP, Exchange, rack/stack, RF Coaxial and Cat 5/6 cables & management

Education: B.S., Business Management, West Chester University

Certifications: LexisNexis CRM Administration, CompTIA A+

IT Administrator (Part-Time COVID-19) January 2020 Present

JSC Real Estate, Conshohocken, PA

• Manage the deployment, monitoring, maintenance, upgrade, and administer of all IT systems’ integrity, including servers, clients, software and hardware. Network, security, firewall, data backup/restore, security solutions, network hardware and equipment

• Supervise and provide end-user services proactively; monitor ticket system, also by email and phone messages. Administer users’ access to systems, training users, providing tutorial, documents of best practice and IT policies

• Manage IT finances, including purchasing, budget review. Negotiate and administer vendors, purchasing, and service provisions

• Respond to after-hours for unplanned system problems issues, planned upgrades and maintenance

• Collect and analyze reports, assess current environment to determine new technology solutions and implementations will best benefit business requirements

Datacenter Servers / Network (Contract) May 2018 November 2019

Wipro, Langhorne, PA

• Monitored servers' performance, parts replacement, patching/upgrade support, racking/stacking, deployment & decommissioned of servers. Data backup & restore, media movement, inventory of assets. Created reports as needed to clients

• Provided off hours scheduled and ad-hoc support, and on-call rotation

• Handled & configured switches, routers, remote access. Ethernet/fiber cables tracing, swapping & connectivity monitoring & troubleshooting. Configured network & remote access; console access

• Vendors & authorized personnel escorts & logs. Checked site perimeter, alarms/cameras & security of data center equipment

• Kept close contact & coordinate with clients & other network, Windows, database & security team members at all time on projects, maintenance. Interact with clients to ensure timely, flexible, efficient & responsive work. Kept data center area organized & clean. Monitored power, temperature, space & cooling infrastructure to ensure optimal operations

Technical Services Specialist (Temp) March 2018 May 2018

AnswerNet, Willow Grove, PA

• Tracked issues on Cerb ticketing system, followed up work in progress and informed end users of status

• Maintained, monitor WiFi network, LAN, WAN, VPN

• Deployed and configured new hardware / software. Performed upgrades, break/fix, tracked and monitored ticket system accordingly

• Setup and configured VOIP Phones, as well as soft phones

• Managed users in AD, GP, email accounts and other network resources

• Maintained servers, SAV, users' data backup, restoration and migration

Network Technician (Part-Time) August 2015 December 2016

Avant-Garde Development, Philadelphia, PA

• Troubleshoot and resolve network related issues

• Firewall and switch configuration and maintenance

• Hands-on experience with iOS/Android, Windows Servers, Group Policies, AD and Exchange environment. Office 365

• Setup and configured VOIP Phones, such as CISCO and Polycom phone system

• Deployment of new workstations, installation of software and configurations

Technical Support Engineer (Temp) October 2015 December 2015

Office Practicum, Fort Washington, PA

• Provided technical support for client's software and operating system in accordance to best practice individually

• Mobile device support, iOS/Android troubleshooting

• Worked with clients to setup and configure new applications and interfaces that work with Office Practicum

• Reviewed and enhanced knowledge base/documentation

• Demonstrated problems to technical team, worked with them to address newly discovered issues

• Worked closely with clients, vendors, and third party IT personnel

AWS Support Engineer (Temp) July 2015 August 2015

Cloudnexa, Philadelphia, PA

• Addressed all clients' AWS requests for support in an efficient, courteous, and professional manner

• Remained consistent with communication to clients until issues are resolved and escalate when necessary

• Maintained records of all client requests within the SalesForce system

• Strictly adhere to client SLAs in regards to support and communication

• Built upon existing internal knowledge base as new issues are encountered and resolved

• Generated formal notifications for clients in regards to service outages and maintenance

• Knowledge of MySQL, Apache, SSH, RDP, Active Directory, DNS, DHCP, firewall rules, and patch management

• Maintained internal documentation and run books

Data Center Support (Contract) February 2014 April 2014

WebWerks, Philadelphia, PA

• Monitored servers, hardware, network performance. Racking/stacking, deployment & decommission of servers and administration.

• Data backup & restore, media movement, asset inventory, reports.

• Handled and configured network switches, routers. Remote access iDRAC/ILO. Cable management.

• Vendors & authorized personnel escorts & logs. Check site perimeter, security alarms/cameras & data center equipment

• Worked closely with other teams in projects, upgrades, patching.

Technical Support Analyst (Contract) July 2013 November 2013

Resource America Inc., Philadelphia, PA

• Reviewed, analyzed, and evaluated information technology systems operations

• Administered Windows Servers, AD and Exchange accounts, as well as CISCO IP Phone System

• Analyzed, designed, developed, tested and implemented workstation set up and operating environment

• Imaging and customization of PCs, PGP Encryption, installation of additional software products when needed, tablets as well

• Provided a sound personal computing environment and solutions for the end users

• Assisted SalesForce team for data import/export/manipulation

• Tracked issues on ticketing system. Monitored and maintained performance of network and network components / connectivity

• Kept abreast of IT technology, maintained library of information

CRM & Marketing Information Systems Administrator

Schnader Harrison Segal & Lewis LLP, Philadelphia, PA December 2010 January 2012

Ropes & Gray LLP, New York, NY December 2009 December 2010

Cushman & Wakefield Inc., New York, NY April 2009 June 2009

Ballard Spahr LLP, Philadelphia, PA August 2006 April 2009

• Managed firm wide CRM technology and provided assistance / training to practice groups' leaders; engage in high CRM leverage

• Ensured proper functionality of the firm's website, social media, and email marketing

• Managed the CRM Team workflow & daily tasks; managed mailing lists for BD & analysis of web traffic & reporting to directors

• Responsible for hiring and managing Data Stewards and offshore teams. Provided training and material to staff

• CRM accounts; groups, access rights assignments, synchronization, upgrades & test items

• Managed CRM Data Steward Team & IT Helpdesk implementing best CRM practice and support strategies

• Performed sanity testing, tracked software bugs and written test scripts, Managed & administered accounts, groups, folders in CRM

• Managed all CRM systems' (SQL, PS, AC and AS) performance; such as connectivity, configuration settings, and scheduled tasks

Information Technology Manager

The Cardiology Group, Mt. Laurel, NJ April 2005 August 2006

PA Oncology Hematology Associates, Philadelphia, PA November 2001 April 2005

• Managed and oversaw all IT functions of 5 New Jersey locations

• Assisted Director of IT in decision making and budget management, as well as project management

• Administered PBX telephone system. Worked closely with ISP and various vendors (Virtua Health, WebMD, and ProSolv)

• Designed and developed online survey; implemented inventory tracking systems

• Managed and administered all IT functions of 2 Philadelphia locations. Budget management and decision making.

• Created training programs to train staff and sharpen staff's PC skills; wrote and enforced IT policy.

• Worked closely with various vendors and Pennsylvania Hospital IT staff; handled logistics.

PC / Network Technician November 2000 November 2001

Coatesville Area School District, Coatesville, PA

• Supported PC and LAN for over 2,000 end users. Software, hardware and wiring installation

• Organized user and Tech Aide training monthly throughout the school district

• Handled call center; logged calls into HEAT tracking system and performed support

• Assisted network engineer and IT Director as needed in network monitoring and design

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