Customer Service Active Directory
Resume:
Bryan-Kwong Wai Lu
Edmond, OK ***** ******@***.***
INFORMATION TECHNOLOGY (IT) PROFESSIONAL COMPUTER TECHNOLOGY SPECIALIST
Solutions-centric and detail-focused IT professional with comprehensive application and system support experience.
Adept at leveraging a hands-on background in IT implementations, management, and troubleshooting with an acuity for leading edge tools and technologies to deliver on resolution to challenging issues.Clear communicator, engaging collaborator, and self-directed team player, aligning with internal and external stakeholders across functions and hierarchies to drive deliverables.
AREAS OF EXPERTISE
IT Service Management Networking Hardware Setup Installations Troubleshooting Technical Support
Configuration Migration Documentation Reporting Best Practices Development 24/7 Customer Service
Communication Partnerships Cross Functional Collaboration Teamwork Vendor Relations Engagement
TECHNICAL SKILLS
COBOL Visual Basic 6.0 HTML VB Script Microsoft (MS) Office FrontPage WAN/LAN Technology TCP/IP Crystal Reports 8.5 Remedy FACETS Service Point Client360 PC Anywhere MS Access 97, 2000 Terminal Services Active Directory MS Exchange VPN Client Token Ring Moveit Novell Netware 4.1 NT AIX Version RS/6000 SQL Server CATIA Version 4 Windows OS Mac OS OLE DB ODBC MS-DOS
EXPERIENCE
Fiserv, Inc. 2005- 2022
Application Analyst IT Analyst
Provided all level of hardware and software support for Premier/Precision product lines for internal/external users via PCAnywhere, Terminal Services, Web EX, or Bomgar. Coordinated migration and conversion of ITI software as well as new system and software installations, delivering technical support at client site.
Facilitated and managed network setup, server configuration, and security access of Premier/Precision applications: Director Client, Web Director, Director Unity, Disconnected Scanning, Director Scanning, Navigator, SCM Security, Integrated Teller, Business Process Manager, and Depcon.
Built new workstations, rebuilt software remotely, and assisted in setup of new servers.
Managed Active Directory Users and Computers: users, groups, organizational units, computers, and security administration.
Assisted in troubleshooting of Cisco routers, switches, and hubs.
Maintained servers, monitoring and tuning OS processes and services, LAN/WAN configuration, and assisting in DR of the operating system and key applications.
Farmers Insurance Group 2005
IT Operations Specialist
Worked in a team environment to provide 24/7 support to customer service center and agents, maintaining and restoring services rapidly and efficiently.
Collaborated in the implementation, monitoring, and maintenance of Systems Development Center network.
Bryan-Kwong Wai Lu ******@***.*** Page Two
Propelled the continuity of standard technology, data, and system architectures between and across systems.
Ensured the normal operations of computer system, starting up, monitoring, assessing, controlling, and bringing down the system according to established objectives and strategies.
Conducted preliminary investigations of operation problems to define and inform higher-level technical personnel on system hardware and software malfunctions and assisting in correction of the problems.
Addressed questions regarding normal operational procedures from users, assisting in the resolution of common problems or referring to other staff members, and reporting on how problems were resolved.
Pro-Fab, Inc. 2004
CAD Administrator IT Technician, Engineering Department
Created, documented, maintained and supportedadministration of the CAD and engineering software systems, including hardware and software, system configurations, performance and computer tool enhancements, reporting systems, engineering data and document storage, archiving and retrieval system.
Managed parts database for standard product configurations, including parts linking and bills of material integration with corporate mainframe computer systems.
Troubleshot network systems and worked with IT personnel to facilitate systems improvement, problem resolution, and implementations for engineering-related systems.
Served as Webmaster: renewed and updated company website using ASP in conjunction with HTML and XML.
ADDITIONAL RELEVANT EXPERIENCE
Sprint PCS
Customer Service Specialist III
Provided world class customer service, assisting customers regarding account and billing issues. Supplied technical support and answered questions on function and usage of product.
Nominated out of 450 specialists and recognized with Peak Performer Award.
United States Postal Service
Information System Specialist
Assisted personnel experiencing problems with accessing or using computer resources, resolving routine and minor technical problems and escalated more severe problems to appropriate technician.Delivered on network, desktop, and laptop support including hands-on troubleshooting. Resolved escalated service callsat the Help Desk (Remedy SW) and in the field. Managed the Active Directory, Backup Exec, and File and Print servers.
EDUCATION
Master of Business Administration (MBA), Management Information Systems
University of Central Oklahoma, Edmond, OK
Bachelor of Science (BS)
Southern Nazarene University, Bethany, OK
ADDITIONAL INFORMATION
Candidate, Microsoft Certified System Engineer (MCSE 2K) and Cisco Certified Network Associate (CCNA)
Contact this candidate