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Andrew Tsao 1 San Leon Irvine, CA 92606 832.640.2639 [email protected] Skills Summary Twenty years of experience as a Senior I.T. Support Ambassador, Project Management and Engineer with expertise in installations, repairs and configurations in Microsoft platforms. A detail-oriented senior technical analyst with strong client relations, strong problem solving and remote technical support skills interested in fostering personal and professional growth within a progressive organization. A dependable team player and an effective independent contributor that is seeking to grow into project leadership roles. Professional Experience IT Office Manager, Coordinator, Executive Desktop Support Engineer Telstra and Infosys (February 2014-Present) o Trained, consulted Upper Management IT processes and procedures. o Document all training and issue / resolutions in ServiceNOW knowledge base. o Minimized all IT issues to close out role of project. o Lead and trained End Users, Internal IT teams. o Manage and coordinated with 3 rd party IT Vendors. o Subject Matter Expert to special projects to analyze break point at data centers. o Manage and support entire San Francisco Office and west coast regional offices EUC (100+ users) backup remote manage and support entire NYC office east coast region. (80+ users) o Full client office support and maintain video conference (VMR, Blue Jeans, WebEx, Cisco TP, Polycom, Nexia, Crestron) Systems. o Collect all technical data, escalations coordinator for the entire US region. o Travel to remote offices to support, troubleshoot report layer 1, 2 of switches routers, access points, link speeds, firewall, routing issues at CoLo/DC. o Remote desktop support regional offices of west coast. o Manage, Maintain, support and report all asset inventory of servers, switches, IT closet rack, switch panel, desktops, laptops, mobile smart phones on Service NOW. o Legacy server administrator of file server, DHCP, communicator 2007 and Active Directory (AD). Hands and feet, eyes and ears of the entire IT hardware, software, assets, users of West coast region.

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Page 1: Andy Tsao lead- Irvine

Andrew Tsao1 San Leon

Irvine, CA 92606832.640.2639

[email protected]

Skills Summary

Twenty years of experience as a Senior I.T. Support Ambassador, Project Management and Engineer with expertise in installations, repairs and configurations in Microsoft platforms. A detail-oriented senior technical analyst with strong client relations, strong problem solving and remote technical support skills interested in fostering personal and professional growth within a progressive organization. A dependable team player and an effective independent contributor that is seeking to grow into project leadership roles.

Professional Experience

IT Office Manager, Coordinator, Executive Desktop Support EngineerTelstra and Infosys (February 2014-Present)

o Trained, consulted Upper Management IT processes and procedures.o Document all training and issue / resolutions in ServiceNOW knowledge base.o Minimized all IT issues to close out role of project.o Lead and trained End Users, Internal IT teams.o Manage and coordinated with 3rd party IT Vendors.o Subject Matter Expert to special projects to analyze break point at data centers.o Manage and support entire San Francisco Office and west coast regional offices EUC (100+

users) backup remote manage and support entire NYC office east coast region. (80+ users)o Full client office support and maintain video conference (VMR, Blue Jeans, WebEx, Cisco TP,

Polycom, Nexia, Crestron) Systems.o Collect all technical data, escalations coordinator for the entire US region.o Travel to remote offices to support, troubleshoot report layer 1, 2 of switches routers, access

points, link speeds, firewall, routing issues at CoLo/DC.o Remote desktop support regional offices of west coast.o Manage, Maintain, support and report all asset inventory of servers, switches, IT closet rack,

switch panel, desktops, laptops, mobile smart phones on Service NOW.o Legacy server administrator of file server, DHCP, communicator 2007 and Active Directory

(AD).Hands and feet, eyes and ears of the entire IT hardware, software, assets, users of West coast region.

o Handle and coordinate escalated / hot transfer / VIP / Executive client trouble tickets. Able to dissect the ticket down to the root level and properly hot escalate to the specific department / administrator.

o Migrate, configure, support and train Office 365 under direct multiple stakeholders, internal/ Project managers, and VIP executives.

o Analyze all network, access points, VoIP phones, Soft VoIP, WIFI, laptops, and provide technical symptoms using network commands using insider for frequency interference.

o Manage maintain and support network closets consists of servers, routers, analog phone lines, PTSN, routers, access points, cisco switches, video conferences.

o Ensure proper migration files of Outlook 365. Instruct and perform manual PST migration from local to cloud, mail signatures, company configuration settings, salvage PST with scanpst..exe successfully.

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o Troubleshoot, train, support checkpoint secure remote client VPN issues using Bomgar remote desktop tool. Create scripts for end user to enable/disable proxy on/off switch. Uninstall, clean, repair java, web plug-in configurations.

o Monitor spam, malware attachments on GFI Mailessentials server.o Manage and support mailbox accounts on exchange 2007.o Assist Rollout Windows 7 migration with Office 365 of Laptops and desktops using

SCCM/configuration manager.o Maintain and support Security Honeywell key fob system and integrate with Papercut LAN

printing technology.o Maintain SOE software compliant, follow and train staff company security policies.o Run query and deploy client software on SCCM admin tools.o Maintain latest hardware drivers for Toshiba Laptops.o Train all employees Internal IT processes, security processes, and documentation including

new IT counterpart.o Build work around images for windows 7 deployments on out of region hardware models.o Manage and deploy complete T-Mobile vendor mobile accounts and support AirWatch MDM

on all mobile devices.o Support and manage MS Communicator Server 2007o Liaison between clients, PM, IT manager and System, network, security Administratorso Oversee deployment, configuration and repair of network systems, laptops,

telecommunications and printing equipment.o Manage the planning and implementation of information system security, anti-virus and data

protection software.o Plan and install various computer applications and software modules with oversight of initial

user training and support.o Maintain, Update and support business LAN/WAN network cabling, fiber optics, switches,

routers, servers and various network devices. o Provide support for network technicians in the implementation of network applications and

virtual servers.o Ensure business continuity with full responsibility for 100% uptime.o Serve as project manager for deployment of new technologies or devices such as video

conferencing units and wifi.o Research and implement new innovative technologies that are capable of enhancing

business productivity or reducing expenses.

Senior Remote Desktop / Executive Support / SAP / Office 365 Migration SpecialistInfosys Inc. (Sysco Foods)Feburary 2014-March 2016

o Handle and coordinate escalated / hot transfer / VIP / Executive client trouble tickets. Able to dissect the ticket down to the root level and properly hot escalate to the specific department / administrator.

o Helped the Company bring down ticket count from over 2000 per day to less than 500 active tickets presently.

o Migrate, configure, support and train Office 365 under direct Project managerso SAP Deployment Support, Face to face interactions with customers and technicians to

provide upgrade/migrate/ GO-Live support instructions.o Project Push SAP front-end application, update, configure, and troubleshoot the System of all

pre-requisites desktop Readiness using SCCM with export query reports.o Ensure proper migration files of Outlook 365. Instruct and perform manual PST migration

from local to cloud, mail signatures, company configuration settings, salvage PST with scanpst..exe successfully.

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o Troubleshoot, train, support F5/Big Edge client VPN issues using Bomgar remote desktop tool. Create scripts for end user to enable/disable proxy on/off switch. Uninstall , clean, repair java, web plug-in configurations.

o Assist Rollout Windows 7 migration with Office 365 of Laptops and desktops o Fix hundreds of spyware issues/virus issues using Malwarebytes, Hijack this, cleanup tools

and reimaging to keep up with SMS/WSUS/SCCM security update.o Provide newly discovered resolution documentation for Helpdesk.o Provide Sysco Foods staff of technology insights for future readiness of the business.

Team Lead Desktop Win 7 / XP Migration Specialist – IS&T (ABS/Eagle) CSC (Freescale Semiconductor) RCM Technologies (Applied Materials)Houston/Austin, TXDecember 2010-Current

o Team Lead for Windows 7 Refresh / Upgrade Project migrated out 5000+ Laptop & Desktop computers travelled Domestically and Internationally.

o Trained Level 1, 2 Technicians and supervised work flow and processes.o SME to provide excellent resource for none technical IT Project managers.o Provide timely (20-40 laptops/desktops upgrades a night), accurate hardware/software

configurations and data transfers. o Face to face interactions with customers and technicians to provide upgrade/migrate/support

instructions.o Ensure proper migration files of Outlook 2010 & IBM Louts Notes. Ie: id’s, nsf’s, ndk, ini’s,

dic's, pst's, mail signatures, company configuration settings.o Troubleshoot SCCM client, (loadstate/scanstate) USMT command line issues. o Help Develop USMT scripts to run bat files to capture and restore user data.o Assist with MDT 2012 server (SCCM) Deployment.o Provide timely (8-12 laptop upgrades a night), accurate hardware/software configurations

and data transfers. o Face to face interactions with customers to provide upgrade/migrate/support instructions.o Provide Hardware warranty to All Dell, IBM, Apple computer break/fix tickets by driving on site to locations.o Rolled out Windows 7 migration with Office 2010 of Laptops and desktops o Fix hundreds of spyware issues/virus issues using malware bytes, Hijack this, cleanup tools

and reimaging to keep up with SMS/WSUS/SCCM security update.o Migrate (backup/restore) 100s of blackberry phones to new domain.o Handle all escalated Lotus Notes 8.5.x issues/errors throughout project.

Expert Tier III Help Desk Support (Security) Administrator / Coordinator- Teacher’s Retirement System of TexasAustin, TX October 2008-October 2010

o Provide I,II,III tier Helpdesk/Remote desktop support to more than 500 home office, investment office, mobile and telecommuting users.

o Expert in support and training users of Microsoft Outlook 2003, 2007, 2010 with Excel add-ins.

o Administer Active Directory, Create accounts, delete accounts, modify group memberships troubleshoot user/group accounts.

o Ranked top 3 in the most tickets created, taken and resolved in my last helpdesk position.

o Supported the investments division (traders floor) high stress/high intensity expectation in turn around support time expected. During my 2 years at teacher's retirement system of Texas.

o Able to customize troubleshoot Word 2010 with word merge and style sheet also use 3rd party word repair tools and compare tools to troubleshoot documents.

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o Able to dissect user errors or poor end user practice on Excel 2010 spreadsheet with tables and macros and advise for proper practice also have fast access to resources ie. Online articles like http://www.pcmag.com/article2/0,2817,2324439,00.asp or advanced Excel repair tool to fix corrupt excel files.

o Support customized Office suites profile with custom add-in programs and able to repair the issue without rebooting the pc or the office program

o Wide area of knowledge at troubleshooting which TSR processes in the OS that is causing the system to freeze the application.

o Have available xla add-in files as backup in case the xla become corrupt.o Have ability to reset windows registry keys to release a word or excel setting.o Know some add-in apps conflicts with other add-in apps. to report the issue to

vender.o Know how to repair word templates by replacing .dot files.o Accomplished over 8 years of heavy help desk ticket handling. from remedy , to

trackit, migrate heat ticketing system to ITSM . o Contain level 3 helpdesk experience to troubleshoot/problem solve complex

issues while identifying unsolvable issues and act as a coordinator, expedite the ticket to the right upper tier IT group/personal/department.

o Know in-house and FREE 3rd party remote desktop tools that can login to a user's computer in any given situation, without the user needing admin rights.

o Over 15 years experience with ms windows OS file system/permissions.o Assisted countless number of senior executives, traders, (6 figure income

colleagues) with their computer issues.o Have the ability to answer an untrained, unknown, new software phone call, learn

it on the fly and give a resolution within reasonable time; many times even unsupported.

o Microsoft OS Expert in dos commands, and short cut keys. (supported SCCM push install issues with windows 7)

o Analyze DLL conflicts/versions with Compare DLL tools and rollbacks.o Run heat/ITSM problem tickets to install, configure, troubleshoot, and assist users.o Manage distribution groups, users and computers using Active Directory as a security

administrator.o Proactive Research information on agency in house investment software for faster response

support.o Use Dameware, Logmein, Teamviewer, RDP to remote control users without admin rights.o Assist & support in training users with ITSM helpdesk software.o Backup desktop support technician duties as needed.o Write up FAQs support documentations for investments and continue to share resourceful

information with the helpdesk team.

Helpdesk/Desktop Administrator- Robert Half Technologies (Tenaris) (Swift Energy)(BHP Billiton) Addison Search (Champion Technologies) Saratoga Software (Texas Employee Retirement System)Houston & Austin, TXAugust 2007-October 2008

o Provide desktop support to more than 300 home office, regional office, mobile and telecommuting users.

o Expert in support and training users of Microsoft Outlook 2007.o Help Administer IBM Tivoli Job Scheduler Software.o Maintain extensive knowledge of Windows XP, Citrix and Exchange/Outlook systems.o Use Trackit, Heat, Remedy primary helpdesk, software/hardware inventory to track tickets

and audit software.

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o Build, Deploy, install, configure, and support PGP Desktop Data Encryption Server.

o Manage users and computers using Active Directory.o Migrate/Roll out laptops/desktops to refresh old computers project.o Use “web tools” to remote control users without the need of admin rights.o Roll out, administer and support PGP Full disk encryption.o Provide desktop support to more than 2000 home office, regional office, mobile and

telecommuting users.o Maintain extensive knowledge of Windows XP, Citrix and Exchange/Outlook systems.o Use Trackit/Perfect tracker as their primary helpdesk, software/hardware inventory to track

tickets and audit software.o Use Real VNC/Logmein/Gotomypc to remote desktop support.o Manage users and computers using Active Directory.o Migrate/Roll out laptops to refresh old computers project.o Built Windows 2003 server with RAID 5 for power users.o Designed a ghost server and built and developed Universal boot disk to load ghost images

with sysprep.o Use prism pack and autoIT to design automation and runas exe files to deploy company

wide.o Use “Software Tools” to remote off site offices to break admin passwords.o Use “web tools” to remote control users without the need of admin rights.o Upgrade Chembio ultra 2008 and 3rd party software remotely.o Audit, inventory hardware and software titles using Trackit(audit) 8.0.o Use ghost to build new images and backups.o Managed PC moves. (Disconnects/Reconnects)o Trained techs to teach company IT structure.o Provide Ricoh printer support with IKON Docsend.o Helpdesk SAP and Cisco VoIP support.o Roll out laptops to refresh old computer project.o Setting up phone on CISCO Call Manager, CISCO Unity.o LAN/WAN network monitoring experience (whats up gold) and troubleshooting.

Senior Desktop/Laptop Support Analyst – American General/VALIC/AIGHouston, TXMarch 1998 – August 2007

o 10 Years of dedication and commitment.o Provide 2nd 3rd tier technical support to more than 5000 home office, regional office, mobile

and telecommuting users with VPN.o Research new technical hardware/software solutions for the department to improve services

and processes. o Maintain extensive knowledge of Windows, Citrix and Lotus Notes systems, providing

impeccable customer service and ranked among the company’s “Top 5” for amount of successful closed cases and completed computer installs per month.

o Oversee all hardware and software related issues, building home laptops and desktops to enable company administrators remote access.

o Provide laptop remote desktop support with VPN secure remote, repair Dell hardware and software, diagnose hard drives, salvage data from irreparable drives, and troubleshoot Safeboot errors.

o Supported over 700 clients with Citrix metaframe remotely for 8 years.o Citrix Presentation Server 4.0: Client Support trained.o Administered 700 clients accounts with Citrix password manager.o Project rollout 8 desktops and laptops daily with Windows 98/2000/NT on Cybex switch box. o Run 15-20 trouble tickets daily using Remedy Tracking System.

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o SOX Compliant

IT Consulting/Analyst/Freelance – Mobile PC Solutions (tech2rescue.com) February 2004 – 2008Houston, TX

Own and operate all aspects of IT Consulting Company specializing in desktop client services, remote services repair and installs. Provide impeccable customer service and advice regarding a variety of computer products and services including Windows servers, workstations and laptops. Provide maintenance and repair of networks, security software, remote systems and other peripheral software and hardware for Microsoft and Mac operating systems.

o Built Switches, configure routers, network devices, PCs Phones, Windows 2003, 2008 file and print Serverso Repaired over 100 Visio LCD TV’s (main board/power board)o Ran PC repair/diagnose hardware/software problemso Replaced over 1000 Parts replacements under warranty

Support Technician – Texaco (Adecco)Houston, TXNovember 1997 – March 1998

Provide comprehensive technical support to employees of Texaco’s Natural Gas Support Center. Reset passwords, configure Microsoft Exchange and Outlook accounts, support network connections, manage hardware devices and printers, and install various Gas applications. Upgrade PC and laptop memory, network cards, and hard drives.Take Support Calls to solve over the phone or in person.

Customer Support Representative & Lead Technical Analyst – Matrix Marketing / Gateway ComputersHouston, TXNovember 1996 – November 1997

Provide customer support and troubleshooting services to technical support center. Knocked out 82 call center helpdesk calls in an 8 hour shift when supported gateway2000 computers early in my career.Ranked as top call tech award for 3 months, (solved the most issues).

Specialize in Gateway2000, AST, and Toshiba systems, helping clients to solve problems with hardware and software remotely, and supporting all other issues relating to hardware, software, and other peripheral accessories.

PC Technician & Helpdesk Support Representative – Internet Texas Houston, TXNovember 1994 – November 1996

Support internal technical assistance, external customer service, and sales departments of local Internet service provider. Help customers connect to the Internet, troubleshoot Internet software and configuration issues, and build, sell and provide customer service for custom PC systems. Install, configure, and perform upgrades on all hardware, operating systems, multimedia kits, motherboards, processors, hard drives, hard disk controller cards, data/fax modems, CD-ROM drives, sound cards, RAM, and cache chips.**- Client Relations - Operating Systems:- Windows XP, 2000, NT, 98, 95 - Hardware & Software: * Installation, Upgrades, Repair, Analysis, Test & Troubleshoot

- Systems & Peripherals Configuration:Blackberry, palm, Pocket PC- Network Configuration Including:

Modems, Routers, Switches, Hubs, Network Cards, Wireless Networks

- Lotus Notes, Exchange Outlook- Citrix XP, Vista, Gotomypc.com, AS400, Logmein.com, Ultra VNC, Windows Remote dektop.-Ghost- Prism pack

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- Custom Computer Building- Sysinternals.com Process Explorer, monitor spyware.-A+ & Network+ trained- Novell ZenWorks

- Support via Remote VPN Check Point Secure, Cisco VPNBigEdge Client

Administration-Remedy, TrackIt-VMWare, Virtual PC, -Safeboot, PGP Encryption-Mcafee DLP, EPE-AirWatch MDM

* Fluent in Chinese

Certification, Education & Professional Training

Project Manager Professional (PMP) - University of California Berkley – Estimated Completion: March 2017

PMI PMP Certification

Microsoft Windows 7 Certified Professional (MCP) (MCITP)

CompTIA A+ 2010 Certification Candidate

(WWTS) IBM/Lenovo Desktop/Laptop Certification Candidate

(WWTS)Microsoft Windows 7 Certification Candidate

Dell and Toshiba Laptop Certification Candidate

New Horizon Administering System Center 2012 Configuration Certificate of Completion

C-TREC/Benchmark (CCNA, MCSE, Network+ & Windows 2000, NT, XP) Computer Training & Certification – Houston, TX

TCP/IP Austin Community College

ITIL Trained

Lynda.com member

Techrepublic.com member

Power Shell /VBScript/Wise/Install Shield/SCCM/MCT/USMT Trained

Local Area Network Systems-Network Administration (Unix/Linux) Austin Community College – Austin TX 2011

Computer Information Systems (C Programming)University of Houston – Houston, TX, 1998

Computer Science and Industrial Technology (Ada, C programming) Sam Houston State University – Huntsville, TX, 1996

Novell Networking North Harris Community College – Houston, TX, 1993

Klein High School Graduate-1992

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Licensed Texas Association of Realtor/An Active Member of Houston Association of Realtors

Excellent References Available Upon Request