Customer Service Quality Assurance

Henry Kim

Tel: 718-***-****

********@*******.***

OBJECTIVE: To obtain a position in Desktop / Network Support where my technical skills can be utilized for organizational and professional growth.

TECHNICAL SUMMARY

Experience in end user desktop technical support and troubleshooting.

Solid knowledge and deep understanding of managing a Microsoft Windows/LAN/WAN network.

10 years of hands-on experience/training using Microsoft Office Suite.

SKILLS

OS: Win NT, 95, 98, 2000, 2008 Pro Advanced Server, Me, XP, Vista, 7, MS-Dos, Mac Os Lion

Utilities: Anti-Virus, Spyware, Firewall, Norton Systemworks CD Burning File Extraction

Hardware: Troubleshooting/Installing: Printers, Scanners, Fax Machines. Copy Machines) devices, drivers WAN (Cable , DSL) Portable Devices: Blackberry, I Phones, Android, Tablets

Web Design/Development: Dreamweaver, XHTML, JavaScript, CSS, PHP, SQL

Network Tools: DNS, LAN(TCP/IP), Routers, Exchange Server, Active Directory, Terminal Server, Norton Ghost

Software: Microsoft Office Suite Excel, Word, PowerPoint, Access, Outlook, Adobe Photoshop

PROFESSIONAL EXPERIENCE

11/2006-12/2011 Hi Tech Premier Inc, New York, NY Tech Support Representative

Performed system administration tasks: backups, adding and changing users in Active Directory, print queues, file management, performance monitoring, and network troubleshooting.

Perform data backup and or data recovery.

Designed and implemented CSS, PHP, XHTML, MYSQL codes for a social networking website.

Installing, configuring and troubleshooting operating systems, system hardware/software.

Perform routine maintenance of computer systems and related software

Provide customer service to client remotely and on site.

Assist with both wired and wireless networks to desktop, laptop, Tablets and server computer.

Performed software installations and updates to preserve proper usability.

4/2006-9/2006 Massive Incorporated/Microsoft, New York, NY Quality Assurance Analyst

Performed all Cycles of testing of the features of client’s products.

Experience in effectively using different Test Management tools aiding in swift bug reporting and tracking.

Analyze technical documentation for incomplete, contradictory, and ambiguous requirements. Report and update software defects at appropriate times.

Created, recorded, edited, and executed Test Cases and Test Scripts.

1/2005-2/2006 EAI Consulting, New York, NY Network Support Technician

Provide end-user support located both onsite & remote location including repair and maintenance of computer workstations, printers, phones, copiers, mobile devices, software.

Managed computers in a Microsoft Windows/LAN/WAN networked environment (Security, Performance, Users (Group Policy, File Sharing, Backup, and Partitioning).

Install and configure servers, operating systems, firewalls and VPN devices. Performed regular server maintenance.

Perform daily backups, tested data integrity and document recovery procedures.

Planned and implemented antivirus/spam/phishing/antispyware/host firewall solutions.

Responsible for disassembly, storage, inventory, and complete reassembly of network systems.

4/2005 - 6/2005 New York Institute of Technology, New York, NY Desktop Support Technician

Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users.

Provided technical telephone support to repair software and hardware issues.

Responsible for the repair and maintenance of printers, monitors, scanners, hardware and applications.

CPU & disk usage, monitored response times aided in maintaining OS efficiency.

EDUCATION & CERTIFICATIONS

New York Institute of Technology

Bachelor Degree in major of Computer Engineering/Computer Technology

Borough of Manhattan Community College

Associate Degree in major of Business

EAI Consulting

MCSE Certification Course

Compu21

A+ Certification Course

REFERENCES CAN BE FURNISHED UPON REQUEST

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