Support Analyst Computer Operator

Sonny Lieu

Folcroft, PA

Summary

IT support services professional with 15 years of experience in the IT industry. Main responsibilities included systems and network management, desktop/server support, hardware, and software solution provider, and a strong emphasis on infrastructure security.

Expertise includes all platforms in Windows, end-user mobile devices setup, server and desktop hardware configuration, software applications support, and general IT troubleshooting.

Education:

SPX University, Horsham, PA - 2004

Technical Support Training

oUNIX Administration

oAIX Administration

Enterprise Systems, Infrastructure and Environments

Certificate of Completion

oTelephone Skills

oEmail Etiquette

oDealing with Difficult Customers

ITILv3 Training, not certified

Software / Hardware

Software: All Windows server and desktop Platforms, AIX, RSA SecureID VPN. SSL VPN, FTP, web proxies configurations, Active Directory, Two Factor Authentication, Telnet, SSH, VNC, ITO (HP OpenView), Spectrum One-Click, AutoSys (JobScape), Tivoli TSM, DSView, INFO/X, Aperture, Service Center (Peregrine), eRooms, BLANCCO, dBan, Backup/Restore software such as Legato and NetBackup, Remote connection software such as RDP (Terminal Services), MS Exchange Server, MS SharePoint, Lotus Notes, IE 5.0-9.0, Netscape, Mozilla, Firefox, Google Chrome, Management software such as HP Insight Manager and Productivity software such as MS Office Suites.

Hardware: IBM, Dell, HP, Compaq, Acer, Toshiba, Gateway, MVS 3090, I-Series, AS400, BlackBerry and generic servers/laptops/workstations/thin clients and all peripherals, printers and faxes {laser, ink, bubblejet, wax}.

Employment History

Square One Pub, New Hope PA Feb 2022 to Feb 2023

Microsystem Manager

Management of Inventory and Sales System

Wellness, Time Off Feb 2021 to Feb 2022

Time off to manage short term health issues of which have been resolved

Petro Choice, Ft. Washington, PA April 2019 to Feb 2021

IT Support Analyst

Responded to and resolved incoming calls from the Help Line.

Tracked help desk tickets and service requests.

Analyzed and troubleshot hardware, software, and security access requests, including PCs, laptops, business unit applications, and site servers and media devices.

Working with drivers on how to connect and troubleshoot with their handheld devices and zebra printer.

Adding and removing users’ CITRIX accounts and applying the correct policy to users’ accounts.

Cigna Health Care (CompuCom), Horsham, PA Nov 2014 to March 2019

Support Analyst

•Provided system and user support on Windows 7-10 and MS Office 2010.

•Performed backup tape exchanges with Iron Mountain and maintained IBM TS3310 libraries.

•Racked and stacked server landscapes and server build-outs and decommissions.

•End user phone and email support on weekends and weeknights to offset Helpdesk off hours.

•Technical support entailed working with customers to troubleshoot program errors, environmental conflicts, basic setup, and functionality issues.

•Tracked help desk tickets and service requests.

•Responded to and resolved incoming calls from the Help Line.

•Provided on-site and off-site end-user support to troubleshoot issues.

SAP AG (CompuCom), Newtown Square, PA July 2013 to Sept 2014

Systems Support Analyst

•Monitor and support 35,000+ servers on a global scale utilizing various resources and tools.

•Supported and troubleshot networking and OS issues for VMware vms and physical servers with Windows, Linux, Unix OS’es, and SAN systems, namely EMC, NetApp, HP, and Hitachi.

•Communicated and coordinated with global teams for added support and hot hands in co-locations and SAP data centers.

•Performed backup tape exchanges with Iron Mountain and maintained Quantum i2000 libraries.

•Racked and stacked server landscapes and server build-outs and decommissions.

•End user phone and email support on weekends and weeknights to offset Helpdesk off hours.

Pfizer, Inc. (The ExpertSys), Ft. Lauderdale, FL Sept 2010 to July 2012

Computer Operator / Level 2 Support

•Provided system and user support on Windows XP-7 and MS Office 2010.

•Monitored and managed LAN and WAN connectivity issues utilizing tools and resources such as, ITO (HP OpenView), Spectrum One-Click, AutoSys (JobScape), Tivoli TSM, DSView, INFO/X, Aperture and Peregrine.

•Technical support entailed working with customers to troubleshoot program errors, environmental conflicts, basic setup, and functionality issues.

•Participated in a team oriented environment with 24/7/365 coverage for intrusion detection and monitoring, incident response, infrastructure maintenance and end user support and administration.

•Investigated incident root cause & scope with regards to intrusion detection and vulnerability alerts raised by automated detection systems by utilizing host & network forensics when required as per incident response plan.

•Assisted Service Desk and Technical Operations Center personnel technically and procedurally with incident handling and security concerns.

•Handled service support requests for Active Directory end user accounts, Two Factor Authentication, SSL VPN and web proxies.

•Shared responsibilities for maintain documentation and process on all incidents.

First Quality, King of Prussia, PA April 2009 to Aug 2010

IT Helpdesk Support Analyst

•Responded to and resolved incoming calls from the Help Line.

•Tracked help desk tickets and service requests.

•Analyzed and troubleshot hardware, software and security access requests, including PC’s, laptops, business unit applications and site servers and media devices.

•Upgraded PC hardware and software, including but not limited to hard drives, memory, peripheral devices, OS’es and applications.

•Configured new employee PC’s and handled repairs to existing end user equipment.

•Supported shared services endeavors for the business unit on projects and as remote hands, including thin clients, Citrix application servers, facility security and networking.

•Enabled and supported MS Exchange based resources, including calendars, meeting rooms and equipment.

•Supported departmental project based public/private collaboration resources including Exchange folders and SharePoint portal areas.

•Provided on-site and off-site end user support to troubleshoot issues.

SPX Data Center, Horsham, PA 1999 to 2008

Computer Operator / Help Desk Analyst / Technician

•Performed system backups, restarting failed backups, FTP of files, report generation, report printing and shift turnover.

•Executed operational support for the application processes and functions on the AS400 Provide operational support for maintenance tasks associated with the AS400 and Wintel Platform.

•Responded to telephone calls, email, and personnel requests for technical support upon completion documented, tracked, and monitored the problem to ensure a timely resolution.

•Provided feedback for process improvements and standardization to assist the team's efficiency.

•Interacted with customers and troubleshot system problems and permissions while providing a high level of customer satisfaction.

•Monitored system performance and scheduled jobs and back-ups and consulted with other departments and vendors on customer and operations' issues.

•Provided phone-based and email-based support to office-based and remote users on topics involving software, hardware, and peripherals such as printers, fax machines and Blackberry handheld devices.

•Tracked all support requests, calls, and emails.

•Managed support requests regarding VPN / remote access and network connectivity issues.

•Handled setting up new users, resetting passwords, and unlocking user accounts.

•Installed applications, patches, etc. on laptops.

•Followed-up previous support efforts in order to ensure success and satisfaction

•Utilized existing monitoring tools to monitor all computer systems for problems or error messages in order to minimize service disruptions following existing escalation and communications procedures when handling errors and problems.

•Escalated non-standard issues and activities to Level 2 and Level 3 support resources.

•Completed daily and weekly shift activities in an accurate and timely manner.

•Interacted with computer systems, monitoring tools and peripheral hardware to perform routine processes.

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