Customer Service Support
Resume:
Lingtsu Hung
Passaic, NJ 07055 adyfyc@r.postjobfree.com `
IT Analyst
QUALIFICATIONS
Providing White Glove Executive/C-Level/Client Support in Investment Banking and HFT(High Frequency) Trading Floors
Trade Floor Support in Corporate Financial Banking Institutions
Troubleshooting/Configuring Remote Access using Webex, Citrix, and Cisco AnyConnect VPN
Configuring and Troubleshooting Trade Software: Bloomberg, Thomson Reuters,Tradeweb, Fidessa,Bluematrix, Eikon, Market Intelligence, CanDeal, etc.
Troubleshooting and Replacing Bloomberg Hardware
Configuring Active Directory: so that User Rights are Granted, Licenses/Accesses are Assigned,Enabling/Disabling/Unlocking Accounts, and Managing Password Changes
Setting Up Configurations and Add-Ins for M365 for Enterprise:
Outlook, Excel. Teams, OneNote, OneDrive, etc.
Installing/Configuring/Resetting RSA Tokens on Users Devices
Creating, Assigning, and Owning Incidents in ServiceNow Ensuring that Resolutions are Prompt and Knowledge Bases are Updated
Tracking and Provisioning Hardware Assets both Onsite and Remote
Configure VDI Access for Traders and 3rd Party Consultants
Configuring/Troubleshooting Symphony Software/Cisco Telephony Jabber/Desk Phone Accounts so that Users may Securely Conduct Telephone Communications Internally/ with External Clients
Using Confluence to Collaborate with Teams and Create/Reference Knowledge Base Articles and Documentation.
Configuring/Troubleshooting/Migrating Share Drives
Imaging/Troubleshooting Builds with PXE and MDT
Configuring/ Troubleshooting Peripherals: Desk phones, Printers, Monitors, Hubs, Headsets, etc.
Familiarity with Code Repositories such as GitHub
Completed Barclays WID 12 Week Python Bootcamp
Enrolled at WGU for a Degree in Software Engineering
Familiarity with Python, SQL, and PowerShell
Familiarity with Jiras, SCCM, and Scrum/Agile Methodology
Configuring/ Troubleshooting Cisco Antivirus Endpoint Manager
Working for a MSP (Managed Service Provider)
Accessing Security Exploits for Clients and Devising solutions that involve implementation of Security Devices/Procedure to Minimize Risk.
Installing/Configuring/Troubleshooting Hardware and Software for Enterprise Environments with over 80,000+ Users
Using ServiceNow ticketing software to document Service Incidents, Tasks, Assets, Etc.
Provisioning/Tracking Assets to Users both On Site/Remote
IT Support On Site/Remote in the US and Abroad
Utilizing VM Remote Access Control Software such as: TeamViewer, Ultra Viewer, etc.
Installing / Configuring Networking Firewalls, Wi-Fi, Switches, DNS,DHCP, etc.
Installing/configuring Hardware (Memory, HD's, Battery, etc.)
Experience Mobile Devices (iOS and Android)
Setting Up Conference Rooms (TV’s, Cabling, etc.)
Familiarity with Mac/ mac0S Hardware / Software /Configuration
Familiarity with Cyber Security Best Practices:
Endpoint Security, PC Encryption, Data Loss Prevention, etc.
Troubleshooting and Fixing Software and Hardware Issues
CompTIA A+ Certification
Installing and Configuring: IP /TCP Cameras, NVRs, WAPs etc.
Installing Access Control and Security Monitoring Systems
Hardware Break/Fix Repair and Replacements
Installing/ Managing /Troubleshooting Cat6 Cabling
7+ Years in Customer Service/ Customer Support
7+ Years Managing and Supervising Technicians and Teams
as Large as 50+
Bilingual and Fluent in both English and Spanish
Studied Computer Science and Web Design
Currently Studying for CompTIA Network+ Certification
Currently Studying for CompTIA Security+ Certification
WORK HISTORY
Desktop Support Analyst Barclays Bank PLC
2022-Present 745 Seventh Avenue, NYC
As a desktop support analyst my responsibilities include: troubleshooting software and hardware issues for all users both onsite and remotely in the USA and abroad, provisioning all incoming and outgoing IT assets assigned to users, setting up and maintaining AD accounts, internalizing and configuring various software such as M365,Teams, and other 3rd party software.
Skills Learned:
How to provide White Glove Customer Service
How to set up and configure AD Accounts
How to interact and deal with an Enterprise Level User-base of over 80,000 users both onsite and remote.
IT Supervisor IP Technologies/Camera Man Security
2020-2022 Passaic, New Jersey
I started off as an Technician until I was promoted to Supervisor. My duties include taking Leads, Signing New Jobs, and Supervising all aspects of Jobs until Completion. In addition I Scope Jobs, give Estimates, and Schedule Crews to whatever jobs they are needed in. I also assist with day to day Installation/Troubleshooting work and start and complete smaller jobs by myself when necessary.
Skills Learned:
How to Install/Troubleshoot IP Cameras, NVRs, and other IP Devices
Installing/Troubleshooting Hardware/Software
Using ServiceNow ticketing software to document Service Incidents, Tasks, Assets, etc.
Provisioning/Tracking Assets to Users both On Site/Remote
IT Customer Support On Site/Remote
Provide Excellent Customer Service in Information Technology
Mitigation Manager Rapid Restoration
2019-2020 Englewood, New Jersey
I was hired as the Mitigation Manager. My duties included taking Leads as they came in and Signing New Jobs. Managing all aspects of Jobs until completion. Submitting all necessary Paper Work and Documentation to Subcontractors, Insurance Carriers, Customers, and Internally within the Company. In addition I would Scope Jobs, give Estimates, and Schedule Crews to whatever jobs they were needed in. I would also assist with the day to day Mitigation work and start and complete smaller jobs by myself when necessary. I was laid-off when the company shut down due to the COVID-19 Pandemic.
Skills Learned:
How to Access Damages/Risk of Properties
How to Schedule Crews and Monitor the Completion of Jobs Until Completion
How to Balance the Needs of Clients, Subcontractors, Insurance Carriers, and the Company
How to Maximize the Profitability of Jobs
Mitigation Supervisor Paul Davis Restoration
2015- 2019 Saddle Brook, New Jersey
I started off as an Apprentice Mitigation Technician until I was promoted to Supervisor of all the Mitigation Technicians at our Office. I was laid-off when our office closed due to lack of work.
Skills Learned:
How to Complete and Document a Mitigation Job from Start to Finish.
How to supervise both skilled and unskilled works on jobs both Big and Small.
How to Start and Complete Fire, Water, Mold, and Bio Jobs
Machine Operator Apprentice P Park New Jersey
2014-2015 Prospect Park, New Jersey
As a machine operator apprentice, my responsibilities included: efficiency and safely coordinating trucks to their designated dump zones, running and maintaining machinery that processed stone of different grades, and operating light machinery for day to day operations. Eventually our site was shut down and I was laid off as a result.
Warehouse Assistant/RF Technician Empire Telecom
2013-2014 Pine Brook, New Jersey
My starting position was as a warehouse assistant. Overtime I came to master the logistics of RF Inventory and organization. Eventually I came to learn quite a bit of how the RF technology worked on site, so much so that I that I became responsible for PIM Testing, Sweeping, Setting the RETS, and Fiber Testing RF Equipment before being brought on site and promoted to RF Technician.
EDUCATION
Passaic County Technical Institute Computer Science Wayne, NJ
REFERENCES
Pedro Nunes- Vice President Market Risk Barclays Bank PLC
Michael Silverman - Owner IP Technologies / Camera Man Security
Vitor Trastoy- Operations Manager for Rapid Restoration
Carl George- Mitigation Manager for Paul Davis
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