Support Customer Service

TECHNICAL AND KEY COMPETENCIES

Linux exam Certificate, MCP Certificate, Experienced system administration, system support, monitoring tools performance, implementing upgrades, security, backup/restore and configuring hardware/software, analytical, great problem-solving skills and excellent customer service skills.

SYSTEMS HARDWARE & NETWORKING

Intel servers & PC’s / Cisco routers / Ethernet switches & hubs / Printers / Sophos SG UTM / Ethernet / TCP/IP / DNS

DHCP / SMTP / SSL / Windows Active Directory

OPERATING SYSTEMS & SOFTWARE

Microsoft Windows Server (2003, 2008, 2012) / Microsoft Windows (XP, 7, 8 and 10) / Linux Centos / Scientific Linux Mac O/S / TrendMicro Antivirus / Symantec Antivirus Corporate Edition / ITIL / VMware ESXi Server / MS Office 365 / Jenkins Tool / SureSync / Maya / Nuke / RV / Houdini / Spiceworks / Sophos Endpoint Protection

PROFESSIONAL EXPERIENCE

SOHO Tech Centre - Toronto Jun 2018 – Now

Provides on-site service for small offices and home offices’ computer; some of them are private school and law firms.

System Analyst (Part-Time)

Installed, configured and migrated Windows Server base.

Desktop and LAN support.

VMWare ESX server install, upgrade and support.

Use the Jira application for bug and issue tracking.

Toonbox Entertainment - Toronto Sep 2016 – May 2017

Produces global, award-winning quality family entertainment content seen in theatres and in-home entertainment. An industry leading creator and producer of visually animated television shows and films for family audiences worldwide.

IT/Helpdesk Administrator (Contractor)

Daily support and troubleshooting for users in hardware and software (CentOS, Scientific Linux, iMac and Windows 7 & 10).

Administrator and maintain user accounts, permissions and access rights.

Plan and implement server upgrades, maintenance fixes and vendor supplied patches.

Hardware Inventory, antivirus administration and respond to service desk ticket.

Symcor – Toronto Apr 2015 – May 2016

One of Canada's leading financial processing services providers, supporting major banks, retail and telecommunications companies in Canada.

Implementation Analyst (DSS-Windows Contractor)

Implementation will Maven and Ant tools for TD, BMO, Royal Bank & Scotia Bank servers.

Troubleshooting while have problem during the deployment period.

Testing and Upgrade the SureSync services for Server and Client Server agent frequency.

Create the task with Jenkins tools and take Puppet tools for standard upgrade.

SOHO Tech Centre - Toronto Mar 2014 – Mar 2015

Provides on-site service for small offices and home offices’ computer; some of them are private school and law firms.

System Analyst

Installed, configured and migrated Windows Server base.

Desktop and LAN support.

Provide on-site service

Troubleshooting the computer problem for client’s company.

SOHO Tech Centre - Toronto Mar 2014 – Mar 2015

Provides on-site service for small offices and home offices’ computer; some of them are private school and law firms.

System Analyst

Installed, configured and migrated Windows Server base.

Desktop and LAN support.

VMWare ESX server install, upgrade and support.

Use the Jira application for bug and issue tracking.

SOHO Tech Centre - Toronto Mar 2014 – Mar 2015

Provides on-site service for small offices and home offices’ computer; some of them are private school and law firms.

System Analyst

Installed, configured and migrated Windows Server base.

Desktop and LAN support.

VMWare ESX server install, upgrade and support.

Use the Jira application for bug and issue tracking.

VMWare ESX server install, upgrade and support.

ecVision Limited - Hong Kong Jun 2011 – Aug 2013

Administers and supports operations in cloud-based services, it consisted of 100 users. Our main clients are Coach, Brown, Abercrombie & Fitch, Gap and Nordstorm, etc.

System Administrator

Monitor and maintain high availability of Application servers.

Implemented VMware virtualization software to enable server consolidation,

Deploy and implement to production server with programmer during the approval time.

Perform basic Database operations on Oracle, MS-SQL.

AutoToll Limited - Hong Kong Aug 2008 – May 2011

Provides Electronic Toll Collection service in tunnel and GPS Fleet Management System.

Senior Support Officer

Supervise and provide training to 24x7 operation, help desk and support team.

Compile, review and revise application specific operation procedure, business continuity plans and ITIL practice guideline.

Assist in carrying out regular application specific operation, monitoring, maintenance, backup and archiving operations.

Day-to-day operations, escalation and resolve End-user’s IT-related incidents.

Tillsonburg Apparel Limted - Hong Kong Sept 2000 – Aug 2008

Garment company and consisted of 200 users, with remote business units in USA, China and Hong Kong.

Assistant Network Administrator

Provide technical support & training courses for end user.

Setup the Lotus Domino, Lotus Notes and MS Outlook email system.

Install and troubleshooting the network and hardware.

Setup Windows Active Directory Domain with backup and recovery, e-mail, intrusion detection, anti-virus and security.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Fundamentals – Certified Engineer at Sophos, 2017

Linux exam at Career Academy, 2016

Microsoft Professional (MCP), 2006

Computer System Technology (Co-Crop), Centennial College, 1999

Ontario Secondary School Diploma (OSSD), Sir John A. MacDonald Collegiate, 1995

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