Support Specialist It

Hoi (Davidson) Chan

IT Support Specialist/Desktop Support Technician

South Weymouth, MA Email: ********.*.*.****@*****.*** 617-***-**** Linkedin: www.linkedin.com/in/davidsonchan Professional Summary

Experienced IT / Desktop Support Specialist

Experienced and versatile IT Support Specialist with over 5 years of expertise in delivering technical support across various industries, including healthcare, transportation, finance, and retail. Trilingual in English, Cantonese, and Mandarin, with a proven track record of providing effective onsite, remote, and phone-based assistance. Skilled in diagnosing and resolving hardware, software, and network issues, as well as supporting system migrations, updates, and integrations. Adept at collaborating with cross-functional teams, training end-users, and ensuring minimal downtime. Recognized for strong troubleshooting abilities, customer service excellence, and a solution-oriented mindset.

Skills

Technical Support: Help Desk Systems, Remote Support Tools (Dameware, Citrix Workspace), Active Directory, Office 365, VPN, Virtual Desktop Infrastructure (VDI)

Network & Hardware: WiFi/LAN, Structured Cabling, Printing, System Deployment, Imaging, System Migration, and System Integration

Software & Applications: Microsoft Teams, Zoom, Crestron AirMedia Wireless Conferencing, Avaya Phone Systems, Sophos Systems, and various business applications

Time Management & Collaboration: Effective multitasking, prioritizing tasks, and collaborating with diverse teams to meet business objectives

Certification

CompTIA A+ Certified (2024)

Professional Experience

IT Technical Support Specialist II

Charles River Community Health, Brighton, MA

September 2021 – September 2023

● Delivered comprehensive IT support to 150+ users, promptly resolving issues and maintaining seamless operations across hardware, software, and networks.

● Implemented Dameware remote access, reducing helpdesk tickets by 50% and enhancing user support efficiency.

● Independently managed IT services at a medical center for two weeks monthly, ensuring uninterrupted functionality.

● Supported the successful launch of Epic Systems, optimizing workflows and enhancing system integration.

● Managed Active Directory, effectively troubleshooting medical applications, including Epic, NextGen, and EHR, and oversaw critical IT infrastructure such as SpiceWorks, Microsoft 365, Avaya VOIP, and Cisco Meraki VPN.

IT Support and Technical Trainer

Randstad contractor, Massachusetts Bay Transportation Authority (MBTA) January 2020 – April 2020

● Supported Workforce Modernization Program systems across transportation districts, deploying the Daily Operations and Bid systems within the HASTUS framework.

● Trained 200+ users on HASTUS and Bid Web applications, achieving a 90% satisfaction rating and enhancing software adoption.

Data Center Operations Assistant

Randstad contractor, Wayfair LLC, Somerville, MA

July 2018 – December 2019

● Supported data center organization by creating labeling systems for servers and network devices, aiding in efficient identification and troubleshooting.

● Assisted team members in cabling and server handling tasks, including rack logistics and installation setup, ensuring smooth integration within the network infrastructure. IT Support Technician

HCL and CDI contractor, State Street Bank

December 2014 – March 2017

● Provided extensive onsite and remote IT support, troubleshooting technical issues for end-users and ensuring minimal disruption in daily operations.

● Led the end-to-end management of Virtual Desktop Infrastructure (VDI) profiles, including analyzing user requirements, creating and testing profiles, and overseeing implementation, resulting in an enhanced user experience for employees.

● Conducted in-depth analysis, testing, and packaging of applications, which included repackaging for efficient deployment, ensuring seamless integration across system platforms.

● Managed System Center Configuration Manager (SCCM) to deploy software, updates, and patches efficiently, contributing to improved system stability and security.

● Utilized Active Directory for user and group management, maintaining security protocols, access permissions, and system organization.

Education

Bachelor of Science

Concentrations: Management Information Systems, Finance, Entrepreneurship, and International Business University of Massachusetts Lowell, Lowell, MA

March 2009 - May 2013

Additional Experience

Community IT & Media Support

2017 – Present

● Assisted local organizations, including a church and childcare center, in creating promotional videos.

● Provided guidance on home theater setups, smart home devices, and AV equipment for community members.

● Passionate about helping seniors navigate technology, offering support for smartphones, computers, and applications.

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