Management Quality Assurance

JASON LIU - Cell 404-***-****

***** ******* *** *****, **********, GA 30005 ■ Email: ********.**@*****.***

Career Goal: Business IT Analyst ■ Sr. Technical Analyst ■ Sr. Technical Trainer/Writer

• Strongly motivated IT professional with over 16 years of experience in business IT process improvement, IT client services, and business IT support.

• Highly effective in problem solving and project execution with a sense of urgency to drive service satisfaction and create business value.

• Exceptional skills in driving collaboration and providing technological directions to gain business competitive advantages.

• Extensive hands-on skills in Windows OS, computer configurations, application setup, and network support, system trouble shooting and recovery.

• Excellent in communication and interpersonal skills with experience in technical documentation, client IT training and technical research.

• Strong education background in technology management focused on business application of computer information systems and digital communication.

WORK EXPERIENCE

Senior Client Technology Analyst - Koch Business Solutions, Atlanta Jan. 2007 – June 2012

• Performed strategic business analysis and planned for resource requirements with stakeholders with regard to the selection, standards and deployment of systems and applications.

• Critically evaluated information and reconciled conflicts to drive consensus. Documented business specs, participated in designing of work flows and modeling of systems.

• Collaborated on IT projects related to enterprise workstation standards, deployment of business information systems, and technical support management.

• Maintained relationship with diversified and large base clients to support their business operations with effective delivery of IT services.

• Provided around the clock liaison and personal technical support for top executives and gained high praise for and trust in corporate technology provision.

• Published documentations in internal ITSM knowledgebase focused on technical specifications, application procedures, configuration processes, system maintenance and user guidance.

• Provided clients with comprehensive technical orientation, workstation training, data backup and security, and mobile computing.

• Highly effective with request management for the entire cycle of case creation, investigation, resolution, documentation for effective solving of high volume technical problems.

• Applied extensive knowledge and skills in customized system configuration, large scale system deployment, on-going system upgrade, and routine system maintenance and troubleshooting.

• Extensive hands-on experience with platforms, applications and tools with:

• System migration to Windows 7 and Office 2010 for large corporate groups.

• Microsoft Active Directory resources administration.

• Laptop, desktop, tablet pc configuration and deployment.

• Microsoft SQL, Project, Visio, SharePoint installation and configuration.

• RIM Blackberry configuration and support.

• CISCO VPN, WiFi, MiFi secure networking, MS remote desktop connectivity setup and support.

• Experienced with workstation management tools SCCM.

• Experienced with hard drive encryption McAfee Endpoint Encryption and crash recovery.

• Norton Anti-Virus, Trend Micro Office Scan deployment and system maintenance.

• Skillful in data recovery and system crash restore.

• Deployment and support of Reflection Infinium mainframe financial applications.

• BMC ITSM case management and knowledgebase applications.

• Graphics applications of Adobe PhotoShop, Illustrator and help tools for documentation.

Corporate Technical Analyst - Georgia-Pacific Corporation, Atlanta Oct. 2001 – Dec. 2006

• Responsible for configuration and support of computer platforms, application software, networks, and productivity tools to meet business needs.

• Applied computer technical knowledge in multiple digital communication and information system management areas in a large enterprise with diversified client base.

• Provided supervision for technical support/implementation of computer resources to contribute to mission critical business systems and applications.

• Responsible for updating and maintaining necessary client patches, technical support for assigned systems and applications; and technical training for business clients.

• Provided technical infrastructure direction for the corporate departments and in areas of implementing, purchasing, troubleshooting, and data storage solutions.

• Worked with various IT functional groups to perform tasks in support of IT projects within estimated time and in accordance with acceptable quality measurements.

• Provided Client/Server tech support for Networking, printing, email, data access, dialup and Internet.

• Maintained hardware installation and software setup, configuration and trouble-shooting; applied solid knowledge of the assigned technical environment, and working knowledge of platforms and productivity tools.

• Owned technical projects or issues and investigated and resolved problems according defined SLA agreement. Monitored/documented support calls and assisted clients to resolve technical issues.

• Extensive hands-on experience with platforms, applications and tools with:

• Norton Ghost, ProQuest disc imaging and VMWare applications for computer system deployment imaging.

• Case management application of Clarify ERM system.

• Migration from Windows 2000 to Windows XP, Office 2000 to Office XP.

• Setup of Microsoft SQL database and server applications.

• Remote secured connections via Cisco VPN, RSA SecueID, NetMeeting.

• Maintaining and supporting webportal Citrix applications.

• Setup and maintenance of handheld devices, especialy RIM Blackberries.

• Experienced with legal apps LawManager, Delta View, Legal Fax, Westlaw LexisNexis,

• Document repository systems iManage, WaterMark,

ERP Technical Specialist - Construction Market Data Group, Atlanta April 1999 – Sept. 2001

• Worked with business teams to provide business systems and applications for critical ERP databases for Saleslogix, Bulldog, serving over 270 users locally and remotely.

• Provided ongoing configuration and maintenance on server systems to ensure minimum downtime.

• Maintained relational databases, MS SQL, to ensure data upgrades and remote user synchronization. Performed database setup, backup, migration and system upgrading.

• Set up and configured database and applications servers, Advanced Help Desk, for call center operations, web clients, management report focused on change management.

• Created and maintained user accounts and set Active Directory permissions on network resources according to security needs.

• Participated in Windows OS migration projects and assumed critical planning and deployment role.

• Managed file server for graphics versioning application.

• Provided routine maintenance and support for application, web portal and database servers.

Financial System Analyst - The Home Depot Corporation, Atlanta Jan. 1996 – Dec. 1997

• Performed transaction research and accounts resolution.

• Fulfilled high volume service requests for the internal groups and clients with system reports.

• Performed sales and trend analysis to improve business volume.

EDUCATION

Doctor of Philosophy ■Technology Management, Terre Haute, Indiana State University, 2012.

Master of Science ■ Computer Information Systems, Atlanta, Georgia State University, 1998.

Master of Pro. Studies ■ Travel Business Management, Honolulu, University of Hawaii, 1990.

Bachelor of Arts ■ English Language and Teaching, Beijing Normal University, China, 1985.

AREAS OF SKILLS AND QUALIFICATIONS

Technical Writing Authoring, knowledgebase, subject matter expert, presentation.

Technical Research Proposal writing, research design, statistical analysis, reporting.

Analysis Discipline Six Sigma, Delphi method, SWOT analysis.

Project Management Resource planning, quality control, scheduling, and conflict resolution.

System Development Data Analysis, quality assurance, system design process, SLA

PC Hardware Workstation/laptop configuration, system imaging, software installation,

OS System Microsoft Windows 7/XP/Server 2008, Windows scripting, UNIX.

Networking LAN admin, TCP/IP protocols, Active Directory, Client/Server support.

Mobile Computing Remote desktop, Cisco VPN, RSA SecueID, LiveMeeting.

Handheld Device RIM Blackberry, Tablet PC, Smart phones, iPhone, iPad.

Case Management BMC ITSM, Clarify Help Desk, Advanced Help Desk.

PC Administration SCCM, Norton Ghost, VMware, OfficeScan, McAfee Endpoint Encryption.

Language Mandarin Chinese (fluent both in spoken and written form).

REFERENCE AVAILABLE UPON REQUEST

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