Desktop Support Service

Julius Chi

819-***-**** (Mobile)

*** ****** ********, ******** *******

*********@*****.***

A proven IT Specialist, Desktop Support Analyst, Help Desk Support Analyst, Technical Support with extensive experience in start-ups as well as established operations leveraging expertise in organizations providing exceptional user support and assistance in resolving issues.

Professional Profile

Windows Server 2012 R2

Firewalls, DNS, DHCP, VLAN, VPN Configuration and Setup

VMware and Hyper-v configuration and setup

Networking (LAN,WAN, Router and Switch setup)

Router and Switch Setup

Installing and Configuring Lotus Notes 6.5.5

Operating systems, (windows XP, 7, 8, 10)

Computer Hardware setup

Internet Protocol Suite.

Mobile Device Management

Printer and Scanner Support

Experience in analyzing and documenting IT problems

Administering SharePoint and SCCM

Office 365, MS Office

Active Directory Domain Services

ServiceNow, Remedy

Hardware and Software asset inventory and BitLocker encryption

Able to work effectively in a team environment or independently

Able to prioritize and meet deadlines in order to achieve desired results

Strong communication skills both verbal and written

Excellent interpersonal relations skills; ability to relate well with people from diverse backgrounds

Dependable, result-oriented, professional with a solid performance track

Work Experience

October 2013 – Present - Regional IT Support Specialist

Workplace Safety and Insurance Board (WSIB), Ottawa, Ontario

Duties Include

Providing daily, tier 2 and 3 level operational remote and onsite support and services for all corporate-owned, network-connected devices

Experience using Microsoft Office 2010/2016, SharePoint and Office 365

Provide executive support services -remote and onsite, such as responding to requests and incidents per service level targets, and available as required to independently monitor requests after hours/weekends

Utilizing the ticketing system to document knowledge articles, service requests, incidents, problems and change requests

Adhering to ITSM technical support model and functional/hierarchical escalation process to other tier 2 and 3 resolver teams, which may also include triggering a Major Incident (MI) and facilitating the resultant MI process

Ensuring, educating and enforcing corporate and IT Security policies

Administering the change management process

Coordinating on occasion activities of and provide directions to service providers on computer hardware, software, mobility and print solutions, data/voice/video communications and servers, etc

Providing necessary technical support in document management including production printing and mass mailing.

Contributing to the ongoing management and maintenance of the Windows desktop images based on leading industry practices and user experience, including input and recommendations for changes, i.e. via Group Policy Objects (GPOs)

Managing and coordinating ongoing software compatibility, patch management and testing with the business, service providers and support teams

Software packaging requests, document installation instructions for service provider execution, conduct functional testing and coordinate with the business for user acceptance testing.

Driver for innovation. Research, analyze and recommend technical solutions to integrate and improve efficiency of IT systems, and incorporate emerging technology and operational best practices

Providing expert advice involving new requirements/technology or enhancements to existing information technology environments

Providing subject matter expertise and specialized technical advice/direction for projects which impact and/or require end user hardware, software, print or mobility devices, etc. by being a liaison between ITC and the business units affected by the project and/or by being a liaison between the organization and any service providers involved in the project

Utilizing the ticketing system to document knowledge articles, incidents, problems and change requests

Prioritizing and executing tasks in a time sensitive environment and enforcing corporate and IT Security policies

Escalate break-fix incidents and issues/inquiries arising from end users regarding their mobile devices and/or Mobile Device Management (MDM) solution to other tier 2 (warranty repair and maintenance)

Documenting processes and communicating with stakeholders while contributing to technical support procedure knowledge base and procedural documentation for end users.

Developing training material and providing effective information, advice and training to end users on the operation of new/existing computer hardware and software and Provide 1-on-1 training to end users and within a classroom setting

March 2012 – October 2013 - Desktop Support Technician ( contract or from” The Aim Group”)

Health Canada, Ottawa, Ontario

Duties Include

Resolving PC workstation-related hardware and software issues

Experience in analyzing and documenting IT problems

Utilizing incident tracking (HP service center).

Installing and configuring standard applications and operating systems: Microsoft XP, Blackberry Desktop Manager, Adobe Acrobat, Internet and MS Suite, Lotus Notes.

LAN/WAN networking based on TCP/IP suite of protocols

Troubleshooting and configuring phones, scanners and printers.

Basic installation and configuration of Switches, Routers and Modems.

Installing and supporting Audio/ Video equipment such as projectors, microphones.

Troubleshooting various operating systems (Windows 7 and XP).

Re-image of various operating systems using Norton Ghost.

Provide technical advice and operating assistance on PC's

Laptop and Desktop encryption (securedoc)

Computer hardware and printer surplusing

Utilized Remedy to track and update service incidents.

Dec 2008 – Feb 2012 - IT Field Service Technician

CPI Corp, St. Louis

.

Feb 2008 – June 2008 - IT Technical Support (Contract)

Industry Canada, Ottawa Canada,

Feb 2004 – May 2006 - Technical Support (Tier 2)

SITEL Corporation, Ottawa, Canada

Education and Training

Enterprise network Specialist (Algonquin College, Ottawa, 2002 - 2004 )

ITIL Foundation Certification

A+ Certification

Network+ Certification

Bomgar remote tool Certification

References

Available upon request.

Security Clearence

Reliability and Secret level 2

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