Active Directory Desktop Support

EDMUND TAM

Don Mills Road, Toronto, ON, Canada Cellular: 647-***-****

*********@*****.*** www.linkedin.com/in/edmundtam/

DESKTOP / HELP DESK / IT / NETWORK SUPPORT ENGINEER

SUMMARY

Experience: IMAC, Deploy, Install, Configure Desktops/Laptops/Mobiles/Windows/Mac/Linux.

Platform: Windows 7/8/10/Server 2008/2012, Mac OS X, iOS, Android, Linux, Active Directory.

Hardware: HP/DELL Desktops, Laptops, MacBook, iMac, iPads, Printers, Projectors, Scanners,

Video Conferencing, Telephone System, iPhone, Blackberry, Samsung, iPad, iMac.

Software: Windows XP/7/8/10, MacOS, iOS, Android, Python, JavaScript, MS Office Suite

2013/2016/365, Antivirus, Security, Firewall, VMware, Hyper-V, WDT, LANDesk, Citrix

XenApp, SCCM, ServiceNow, Python, HTML, JAMF.

Networking: LANs, WANs, SANs, DHCP, DNS, TCP/IP, VoIP, HTTPS, Wireless/VPN Architecture,

PC Architecture, CPU/GPU, Cisco, Routers, Switches, DNS, DHCP, VoIP, VPN, IaaS,

PaaS, SaaS, Cloud Computing.

Soft Skills: Proactive, Collaborative, Teamwork, Reliable, Articulate Communicator, Organized,

Analytical, Enthusiastic, Time Management, Motivator, Assertive, Work Ethic,

Empathy, Confidence, Motivation, Customer-oriented, Technical Acumen, Problem Solver.

Achievements: IMAC, Deploy 15,000 units of HP, DELL, IBM, LENOVO, ASUS Desktop, Laptop, Mobile.

: Remedial replace component parts for Desktops, Laptops, Tablets, iPhone/Samsung mobiles

LCD, PCB, Printers, Scanners, Copiers, LCD/LED, Motherboards, NIC network cards.

: Deployments and migrations over 100 units of IBM Desktops from XP to Windows 7.

: Set up 15 sets of laptops VPN networks for TREB membership registration purposes.

WORK EXPERIENCE

BMO/BANK OF MONTREAL

Desktop Support Analyst

10/2021-Present

Provide exceptional telephone, live chat, email and in-person customer services to BMO users.

300+Workstation’s refresh project installs, set-up, configure Docking board, VoIP phone, laptop, desktop linked network and configure for staffs (BMO employee) back to office deskside service.

Resolve ServiceNow assign tickets assign by performing troubleshooting, configuration, Outlook mailbox, Exchange server, Printers and PC devices malfunction, log-in password account issues.

Deploy/Image via Active directory SCCM, Laptop 7420/7550/7560 with Microsoft teams, RSA token, One Drive, Outlook, group policy plus latest applications software and Windows 10 .20ver.

Perform JAMF Image, troubleshooting iPhone, MacBook Pro with Big Sur, Monterey 12.01.

IMAC/Deploy New Laptop/Desktop/Printers to BMO employee’s deskside user.

Unpacked Dell model :7420/7550, configure and deployed latest Software applications by default.

Manage device inventory receiving, auditing, recycling of used devices, and disposal to vendor.

COMPUCOM INC.

Technical Support Associate 01/2020 - 09/2021

Respond to ServiceNow tickets order for clients: Home Depot for services maintenance of server room temperature testing, receptions PC devices service and diagnose to verify full functionality.

Servicing, setting, adjusting of Photo devices for use of certificate license for SERVICE ONTARIO.

Migration/upgrade services for client: Canada Post for Windows 7 to Windows 10 latest version.

IMAC/Deploy New Laptop/Desktop/Printers to BMO, SERVICE ON., Canada Post, Home Depot.

Technical Service Maintenance for Laptops, Desktops, Printers, Servers, Switches, Routers.

White-glove support for corporate IT, business software Microsoft suite and mobile devices.

PC architecture, hardware desktops, laptops, networks diagnostics, configurations and upgrades.

Break-fix, configure, troubleshoot, upgrade software, hardware, and installation issues.

Deploy, refresh, configure, update firmware for new laptops, desktops, printers, mobile devices.

COMPUGEN INC.

Technical Support Specialist 04/2018 - 12/2019

●Received work order tickets from clients, deployment to Holt Renfrew, York BREMNER Hotel.

●Unbox, install, configure, test Promethean panel for TDSB teacher classroom teaching facility.

●IMAC/Deploy New Laptops/Tablets, Desktops, Peripherals to Corporation, BMO Banks, TDSB.

●Provide incident request services of mobile devices to Banks, Hotels, Tele-Corp. Dept-Stores.

●PC architecture, hardware desktops, laptops, networks diagnostics, configurations and upgrades.

●Backup, Restore, configure, Update firmware for New PCs, Desktops, Laptops, Printers,

●Win10 POSRegister: Upgrading, imaging, deployment to BMO, CO-OPERATORS, SWAROVSKI.

●Demonstrate users support for Government School board, Banks, Telecom, Financial Institution.

COMSALE COMPUTER INC.

Desktop/Laptop Support Engineer 09/2017 - 03/2018

●Refresh, reconfigure over 15000 units of HP/DELL/IBM/LENOVO/ASUS desktop/Laptops.

●Install, upgrade, configure with CPU/GPU/Cooling, imaging, burning test, boxing for delivery.

●PC architecture, hardware diagnostics, configurations and upgrades.

●Deliver laptops and desktops refurbished: HP/DELL/IBM/LENOVO/ASUS hardware –by provisioning CPU: Intel i3/i5/i7 core, AMD Athlon, Hard disk, DDR2/DDR3 Memory Chips.

●Exceptional troubleshooting skills in computer mobile devices configuration and installation issues.

●Deployment, Imaging Desktop/Laptops with Windows 10, MS Office suite applications.

BELL TECHNICAL SOLUTIONS INC.

Field Technician 06/2017 - 08/2017

●Received ServiceNow tickets via smartphone to the House or Condo; locate Terminal Port in House or CSP port in Condo, install fiber and copper-based products and services in house and condominium.

●Install ADSL HH3000 MODEM (VAP), STB (set top boxes), IPTV wireless Fiber TV connection.

●Verify full functionality of devices installed and inform customer users of the job done seamlessly.

KOBAY ENSTEL LTD.

Network Administrator/Help Desk Analyst 01/2016 – 05/2017

●Day to day monitoring Server room, network room’s networks, administrator logging events.

●Deskside troubleshooting to resolve end-users no internet, printer copiers paper jam, no ink cartridge, Printer roller alignment, scanner not working, Windows 7/10, MS. Office suite issues.

●Diagnostic, troubleshooting, repair iPhone, MacBook, Windows Systems, Zebra printer, scanner.

●Requests and manage through to hard and soft break-fix services meet SLA/ITIL standards.

●IMAC Desktop/Laptop: set-up network IP address, LED monitor, keyboard, mouse to new-hire

●Demonstrate ability to quickly and effectively resolve workstations software, hardware issues.

●Unpack, Install, Configuration, refresh for end-user desktop/laptops includes security, patching, update and hardware replacement for 300+ office/production-site.

GREENCYCLING COMPUTER RECYCLING CORP.

Computer Systems Support Technician 09/2014 – 12/2015

●Refurbished PCs, Laptops, LCD monitors, hard disk, Audio systems, cable, keyboard, mouse, set up the systems, diagnosis, testing to verify full functionality of the systems.

●IMAC, Customized, configure customer desktop, laptops, printers, switches, routers, peripherals.

●Installed, configure the operating system, applications software, browser, internet, keyboard, mouse setting, configure and testing of mobiles devices, desktops, laptops computers.

●Maintained and updated virus, spyware and security software to computer systems.

PROMOBILITY INCORPORATION 02/2014 – 08/2014

HandPhone / SmartPhone Technician

●Dismantle, replace cellphone, tablets battery, faulty screen, phone PCB, keypad.

●Break-fix, replace components LCD, PCB board of iPhone, Samsung, Blackberry.

●Smartphone data wiping, reset to factory setting, Bluetooth, video/audio quality verification.

●Refurbished, assembled iPhone (S6), Blackberry (9900), Samsung (S5) smartphones.

●Repaired, flash, data clearing and quality control smartphones and tablets.

●Perform smartphone testing video, audio, mechanical, outlook quality control for shipment.

TORONTO REAL ESTATE BOARD 01/2013 – 01/2014

Network/HelpDesk/IT Support Specialist

Respond to ServiceNow tickets assign end user incidents, emails, over the phone and deliver desk services of Desktops, Laptops, MAC Book, Smartphones, HP Laser printer/Copiers, Point of Sale (POS) desktops, scanners, switches, hardware, software and network connectivity issues.

●Provide troubleshooting, break-fix, iPhone, MacBook, Windows Systems, desktop, laptops, network connectivity, printer ink cartridge, copiers, paper jam, installation, configuration issues.

●Windows system migration Laptops/Desktops Windows XP to Windows 7 for the employees.

●Email account creation on Exchange, Add User Acc./Active Directory, Password reset for users.

●Decommission old desktops, laptops, printers, keyboards, mouse, peripherals for disposal.

ESP SYSTEMS & EECTRONICS 06/2007 –12/2012

Desktop/Computer Systems Support Technician

Retail customer support services for over 1000 units of end-users, corporate users’ desktop,

laptops, printers, systems boards, hard disk, hub, switches, routers, hard drive, LCD/laptop’s screen crack, systems crash, virus infection, wireless Wi-Fi and LAN network connectivity issues.

Installed, configured, clone and customized new desktops, laptops for retail, corporate users.

Help desk repair services for PCs, laptops, hard disk, LCD screen replacements, virus.

Support for multi-site connectivity for LAN, WAN, VoIP phone and VPN remotely connect.

Software installs or Windows XP, Vista, Windows 7 and 2000 Pro along with MS Office 2003 Pro.

Hardware installs and maintenance for Mac & Windows desktops, laptops, printers, VoIP phone.

EDUCATION

●Bachelor’s Degree in computer science of Soochow University Taiwan.

●Graduated CompTIA A+, CompTIA Network+, CCNA, MCP Certification Courses.

TECHNICAL SUMMARY

Platform: Windows 7/8/10/Server 2008/2012, Mac OSX, Unix, Linux, iOS, Android.

●Hardware: Desktops, Laptops, MacBook, iPad, Printers, Projectors, Scanners, Video

Conferencing, Telephone Systems, iPhone, Samsung, Blackberry, Smartphones.

●Software: MS Office 2013/2016/365, Network protocols, cloud computing, VMware, Active

Directory, Azure, Citrix, Exchange/SQL/SharePoint Server, 365 office business.

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