Desktop Support Data Center

Jim Do

Sr.Desktop Support

Summary:

Support to user systems including application installation and configuration, troubleshooting and debugging peripheral implementations and other computing requests.

Configure and install client hardware such as laptops and desktops for Windows and MAC OS

Provide support to conference room technologies such as projectors, Polycom, telepresence/HD, and network cabling and third party vendor AV system

Provide phone provisioning and support including phone deployment and basic phone system administration

Support end-point network connectivity installation and troubleshooting

Provide VMware View and KLA-Tencor thin client solution configurations and support

Provide employee onboarding support which includes new account creation, workflow handling, setup of client systems, and user services information

Provide employee off-boarding support which includes account termination, workflow handling, reimaging returned client systems, hardware retrieval

Data backup and restore for client systems and servers

Support Network Operations Center (NOC) processes including change management, incident handling, communications, recording incident details, managing IRT phone bridge, and coordinating remediation efforts

Conduct periodic computer accessories inventory count and update; Server room asset management

Experience:

KLA-Tencor, Milpitas CA Feb 2016 - Present

Network Engineer

In consultation with internal customers, analyze evaluate existing information system operations and programs to identify, recommend, and implement new and modified automated systems; MDT tools automation software imaging.

Perform installations of cables, plugs, computer components and parts and related communication equipment; IDF data room.

Managed routine and special network development efforts, including phasing out of old systems and bringing new systems online.

Provides maintenance and adjustments to correct routine operating problems. Assists in the scheduling of workload to obtain optimum results.

Monitors operational systems, performs backups, manages off-site storage of media, runs production jobs, troubleshoots system-wide problems;

Resolves operational and maintenance issues using diagnostic and troubleshooting methods, and confers with other staff on status, issues and action;

Advanced support of client software (MS – Office, Adobe products, email, and /or browsers, etc.);

Advanced support and troubleshooting of personal computers, laptops, printers, multifunctional devices, and related peripheral equipment

Dispatch Service Now tickets within the IT support team work in progress, Pending, etc.

VMware Aug 2010 – Oct 2015

Data Center Network Operation Engineer

Network Operating Systems, Data Center System, Network infrastructure implementation and Network devices and working of structured cabling systems, network facilities, electrical, UPS.

Manages the overall physical implementations in the Data Center, Server farms.

Build and deploy Server Rack and Stack cabinet.

Install / decommission switches and servers in the data center or IDF.

Microsoft Inc. Jun 2007 – Jul 2010

Data Center System Field Engineer

Performs routine duties to customer needs. Interface directly with Customers in depth background in break/fix hardware service. Provides onsite technical customer support timely, response to customer service needs to maintain a high level of customer satisfaction.

Migrate workload off server, physical inspection, airflow check, hard disk scan, event log alerts or trends, install patches and updates.

Leads the installation quality program and perform post installation quality reviews.

Build and deploy Server cabinet.

Install / decommission switches and servers in the data center or IDF.

Patching of equipment in the Data center.

Perform integration tests on newly deployed equipment.

Google Feb 2004 – Mar 2007

Sr. Network Engineer Campus Support

Conduct face-to-face training once a month for tier one engineering support team, hands-on testing, and certification for product delivery server hardware rack systems, web base applications ensure 100% deliverable per SLAs

Work closely with the Sales Engineers and Sales Managers to improve the product's vision and to make Google customers successful.

product delivery server hardware rack systems ensure 100% deliverable per SLAs

Applied Materials Inc. Jan 1994 – Oct 2003

Sr. Systems Analyst

Provide H/W related development services to other Finance IS&T Development Teams and Key Finance Initiative Group

Entail consulting with users, global IT staff and third party vendors, defining requirements, developing project plans, identifying appropriate tech and resources.

Develops the Disaster Recovery Plans for Corporate Finance SAP R/3, and manages the test schedule with SunGard and application owners effectively

Responsibilities: Maintain hardware inventory, tracking process for equipment based at project sites

Conduct on site audits/ reviews of equipment and software for WAN / LAN support for computing services operation, and Telecom equipment for Asia Pacific and North America regions.

Conduct on site audits/ reviews of equipment and software for WAN / LAN support for computing services and Telecom.

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