Arthur H. Lim

Sierra Madre California ***** / 626-***-**** adl4su@r.postjobfree.com http://www.linkedin.com/in/arthlim

Technical Analysis/Solutions Development/Customer Relationship Management/Project Management/Process Improvement/Technical Trainer

Highly accomplished and focused IT specialist with proven competencies identifying, developing, and implementing effective solutions to resolve system and application issues.

Accomplished end-user desktop technical support technician with proven experience in servicing clients in a timely manner. Competent global helpdesk and remote end user support specialist

Recognized by peers, subordinates, and senior leadership for the ability to handle the dynamics of a rapidly changing environment. Serve as a liaison to management staff, maintaining open and ongoing communications.

Capable of leading professional development and training programs, ensuring an understanding of established practices and protocols to enhance efficiency, improve quality, and maintain seamless technical operations.

Professional Experience

PacSun (PSEB Group), Anaheim, California 11/2020-01/2021

Support Services Agent (POS)

Remote POS support for retail stores in the chain

Remote IT support for all retail stores

Technologies include ServiceNow, Microsoft Teams, RingCentral, iPods, HP Desktop, Remote Desktop, Active Directory, Logmein, Pinpads, Dameware, XEnvironment, Xstore,RAdmin

2020 Los Angeles County VSAP Election Support 10/2020-11/2020

AT&T Network Field Engineer

Setting up network connectivity at voting centers in Los Angeles County

Installed Cradlepoint Routers AER2200 for voting centers ensured connectivity via ethernet, wireless,

And/or cellular.

Worked with NOC to do speed tests and complete installation.

Installed PollPad workstations ensuring network cloud connectivity, peer-to-peer connectivity

Successfully paired desk printers to PollPads

Technologies in iPads, Brother Desktop mobile printer, Cradlepoint Router (AER2200)

Disneyland, Anaheim, California 5/2019-8/2019

Technical Support Analyst

Point-of-sale technical support at Disneyland, California Disney Adventure, Downtown Disney, Disney hotels stores.

Remove/replace POS devices including tablets, printers

Troubleshot network connectivity issues

Updated menu database daily

Technologies include Samsung Tablets, iPads, POE, printers, Lenovo Notebook with Windows 10

ITSystemhouse Consulting, Pasadena, CA 5/2018-PRESENT

Senior Consultant

Asset management- of Macbook Pros,Mac Air, Lenovo systems

Pharmacy -updated installation of server for vendor;

Charm HER, Windows 10 migration

Technologies used: Jira, Samanage, Windows 7/10, Jive, Meraki, iVerify(Alarms), MultiSight,AD

Cornerstone Research, Los Angeles, California 7/2017-4/2018

Desktop Support Analyst Specialist

Primary dedicated IT support for the Cornerstone Research Office in Los Angeles. Support roles include live video conferencing both internal/external, desktop technical support, IT inventory management, helpdesk for other branches

Reimaged entire inventory of loaners, spares desktops/ laptops.

Maintained all conference rooms equipment computers.

Reimaged and deployed Windows 10 Pro Microsoft Surface pros for executives.

Executive support for four Vice-Presidents and two Senior Vice-President

Technologies used : Windows 7 Enterprise, Windows 10 Pro, Microsoft Office pro 2016, MacBook pro, MacBook Air, iPad’s, iPhones, Android phones, Mobile Iron, RSA, SCCM, AD, NetDocs, Cisco Codec,

Footprint ticketing system, HP, Canon, Xerox printers, Avaya Phones, Cisco AnyConnect VPN, Cisco Wireless Access points, Zendesk, BlueJeans, Zoom, WebEX, Point-to-Point

CIT/ One West Bank Pasadena, California 5/2017-7/2017

IT Migration Technical Analyst

Performed migration of One West Bank users to CIT VDI (VMWare Horizon) environment. Performed inventory of applications used to prepare for migration.

Technologies used: Windows 7 Enterprise, VMWare Horizon

IT SYSTEMHOUSE, INC, Arcadia, California 9/2015-4/2017

Senior Network Desktop Support Analyst Consultant

Dedicated help desk support for a medical clinic in Pasadena and for Raytheon Space & Airborne Systems

Performed inventory of all desktop workstations, printers for all Crown City Medical Group clinics in Los Angeles County.

Setup new server and assisted in new software migration for Main Pharmacy

Technologies used: Windows 7 Enterprise, Microsoft Office 365 Enterprise including Outlook, Lotus Notes 8 /9 (now IBM Notes), HP Printers, Canon Multifunctional printers, iPhones, iPads, Remedy

AECOM Los Angeles, California 5/2016-10/2016

IT Service Bar Technical Analyst

Dedicated walk-up service bar technical support, first response technical support to executives, conference rooms audio visual media support in conference /meeting rooms, smartphones.

Relocated two large AECOM offices to a new consolidated location-packing/unpacking, testing/setting up workstations at new location.

Deployed/swapped out new Dell Laptops for all employees –including reimaging of devices, installed Applications (including Windows 10). Part of a team of 5 techs)

Migrated users from Office 2010 to Office 365

Executive Support for Vice Presidents and Area President

Coordinated IT related troubleshooting/resolution between different IT entities such as messaging, phone, database managers.

Technologies used: Windows 7, Windows 10, Microsoft Office 2010/365, Conference/Meeting Rooms Condeco, iPhones, iPads, Microsoft Surface with Windows 8x/ Windows 10, Macintosh OSX, Cisco IP Phones/Plantronics, Cisco IP Communicator, Inventory Management, SCCM, AD, VPN/2FA (VIP Access), Wireless Connectivity, Citrix, CA Technologies, ServiceNow

El Segundo Chevron Refinery El Segundo, California 10/2013-8/2015

Control and Information Systems Desktop Support

Part of dedicated IT support helpdesk Analyst Team of four for the entire El Segundo refinery including first response executive support.

Migrated technical support from Windows Vista Professional to Windows 7 for 2,000 desktop devices including Lenovo Think Pads T-61 to T-400’s, T-430’s, T-440’s, X230’s, HP DC 7700’s -8300’s

Executive Support for Plant Senior Management team (Director/ Vice President level)

Technician ratio to end users is 1:450

Technologies Used: Windows Vista and Windows 7 Enterprise, Global Information Link migration from 3.1 to 3.5.07, AT&TConnect, WebEx, Microsoft Office 2007/2010 including Outlook, Juniper Pulse VPN, AirWatch, HP Printers, Canon Multifunctional printers, iPhones, iPads, Remedy

ESPN Radio Los Angeles 710 AM Los Angeles, California 1/2013-6/2013

System Administrator,

IT System Administrator, migration desktop support, IT mentor to staff engineer at ESPN Radio 710 AM Los Angeles, California, Executive Technical Support for 10 managers.

Mentored / trained Staff Engineer in desktop technical support

Improved workflow: wrote technical documentation

An onboarding checklist for new hires

Successful wireless VPN using Juniper Pulse

Compiled an updated list of Radio Marketing/Sales data resources

Wrote effective Pulse VPN use for end users.

Improved Radio Station scheduling by introducing ScheduAll to the station Operations Manager

Provided connectivity between two domains for payroll administration

Improved production printing and scanning: purchase an additional heavy production printer (HP Color LaserJet CM6040 MFP) and successfully repaired the existing printer.

Facilitated FTP communication between Producer with his external consultant

Executive support for Vice President Station Manager, Vice Presidents in Sales and Marketing

Technologies Used: Windows 7 Enterprise desktop with roaming profiles, Altiris, ESPN-ManageIT, Juniper Pulse, MacBook Pro Lion OS X, iPad, iPhone, Android smartphones, HP LaserJet printers (various models), Microsoft Office Suite 2010 : including Outlook 2010,ServiceNow

IT SYSTEMHOUSE, INC, Arcadia, California 4/2012-1/2013

Network Desktop Projects Analyst Consultant

Network end user desktop support in enterprise and small business environment.

Resolved boot up issues including incomplete booting, “blue and black screens of death”

Improved internet access connectivity

Rebuilt systems by reimaging problematic hard drives using Ghost

Technologies used: Windows 7, Windows XP, Virtual Servers Windows 2008, Internet service provider liaison, Cisco switches / router systems, remote and on-line support, Macintosh support include hardware, VOIP, VPN, business development.

YCCAH TECHNOLOGY COMPANY, Pasadena, California 1/2010-4/2012

Senior Network Desktop Specialist

End user support for enterprise desktop systems including small business networks and business development

Resolved 100% of all desktop software support calls on-site through effective problem identification and troubleshooting and solutions implementation.

Attained one call resolution on 90% of all calls.

Technologies Used: Windows XP SP3, Windows 7 Ultimate, 32 and 64 bit computers; Macintosh OS with Parallels Desktop for Windows 7, Linux-Fedora, Ubuntu; Microsoft Office Suites 2003, 2007, 2010; Sun Microsystem Open Office Suites; Active Directory Server (ADS); EnCase 6.17; Forensic Tool Kit (FTK)

The Walt Disney Company Burbank, California 8/2005 – 1/2010

Information Management Senior Analyst Specialist, Remote Resolution Team

Led Level 2 technical support and helpdesk efforts for multiple Disney companies and business units spanning the U.S., Asia, Europe, and Latin America as the designated subject matter expert. Trained remote resolution team (RRT) members on Iron Mountain.

Connected Backup and Credant products support procedures. Managed support and escalation matters for field and RRT technicians, involving laptop backup and encryption issues, ensuring problem resolution in a timely and accurate manner. Maintained operations by providing remote access desktop support across multiple platforms and business units with unique software and configuration requirements.

Resolved 98% of all desktop software support calls remotely through effective problem identification and troubleshooting and solutions implementation.

Attained one call resolution on 90% of all escalated calls.

Provided support for 700+ support calls and software installations monthly.

Increased technical troubleshooting accuracy and efficiency by developing detailed solutions documentation, subsequently incorporated into the team’s knowledge base.

Technologies Used: Iron Mountain Connected Backup/Credant Encryption; ADS (Active Directory Server);SCCM;ServiceNow;Windows XP SP2, 32 and 64 bit; Macintosh OS, including Parallels Desktop for Windows XP SP2; Windows 7; Windows 2003/NT WAN; AS400; Blackberry, including Blackberry Enterprise Server Administration; iPhones; Microsoft Outlook 2007; Cisco IP Communicator; Microsoft Visio, Project, and Publisher; Microsoft Office Communicator 2005/2007; IP Softphone; 2 Factor ATT Global Client VPN; Juniper VPN; Air Watch, SAP; RUMBA; and a Citrix Farm with 55+ Applications

SOUTHERN CALIFORNIA EDISON, Irvine, California 2/2002 -2/2005

Network Operations Specialist/ Desktop Support

Provided comprehensive Tier 1 (helpdesk) and 2 software support across multiple business units successfully handling from 700 to 1,000 calls monthly. Mentored and provided guidance and training to junior technicians, ensuring an understanding of standard practices and procedures.

Resolved 90% of desk-side support requests in a single consultation and attained a one-call resolution rate of 85% for all calls handled.

Maintained Common Desktop Environment compliance by conducting and completing audits on time.

Streamlined technical processes by identifying and documenting detailed procedures manuals.

Technologies Used: Windows XP and 2000; Lotus Notes; ADS (Active Directory Server);SCCM;Perigruine Microsoft Office Suite 95 – 2003, Microsoft Project and Visio; Tivoli; Blackberry, Palm Pilots; Dialup RAS – Cisco, VPN; Extra! Attachmate; and IBM HMC Mainframe (CICS, TPX, TSO)

EDUCATION

Master of Business Administration

Bachelor of Arts in Business Administration and Psychology

AZUSA PACIFIC UNIVERSITY, Azusa, California

CERTIFICATIONS & Technical Skills

Certificate in Project Management BOSTON UNIVERSITY, Boston, Massachusetts

Certificate in Computer Forensics CALIFORNIA STATE UNIVERSITY, Fullerton, California

Certified: Microsoft Certified Professional; Novell Master CNE

Networking Tools / Applications: LAN/WAN; ADS; Wireless; Novell; Windows servers; Microsoft Office Communicator 2007/ 2010;RSA, Cisco AnyConnect, DSL, and AT&T Global Client and Juniper VPN / PULSE; Remotely Possible;

PC Anywhere; Systems Center Configuration Manager (SCCM); SCCM Remote Control Tools; Remote Desktop; Dameware Remote Control Tool; Cisco IP Communicator, Cisco IP Softphone; IPhone; FTP; Telnet; Timbuktu; Tivoli; Ghost; Altiris; ManageIT; SharePoint; and Extra! Attachmate

Operating Systems: DOS; Windows 7, Windows 8.1, Windows 10, OS X, IBM Mainframe, CICS, TPX, and TSO; Citrix; AS400; and UNIX

Software:LotusNotes;MicrosoftOutlook2010/13/16/365;MicrosoftOfficeSuites 2007/2010/2011(Macintosh)/365/2013 - Project, SharePoint, Publisher, and Visio; Adobe Suites, Flash Player,

Shockwave, and Acrobat; Lotus Sametime; RUMBA; Cognos; Apple Quicktime; iTunes; HP Peregrine Service Center; Remedy, SericeNow;AutoCAD, Parallels, VMWare, Zoom, WebEX,BlueJeans

Databases: Oracle; SAP; SQL; and Business Warehousing Objects

Hardware: PCs/laptops: HP, Dell, IBM/Lenovo ThinkPad’s, Macintosh Notebooks; Microsoft Surface; iPads; iPhones; Blackberry; Smartphones; Printers; Plotters and Peripherals

Security: McAfee Antivirus and Spyware; Symantec Norton Antivirus and Internet Security; Credant Encryption; and Iron Mountain Connected Backup, EnCase, FTK; Social Media: Facebook; LinkedIn; Twitter, Instagram

Professional Development -in-progress: CCNA (Routers & Switches), Network Plus, Security Plus

PROFESSIONAL & Community Affiliations

Toastmasters International: Awarded the highest Toastmasters’ designation- Distinguished Toastmaster (DTM), Qualified Speaker (Speakers Bureau), Member since 2006

Pasadena Tournament of Roses: Member since 2005

Bloger: movie reviews, food reviews, historical notes

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