PROFESSIONAL EXPERIENCE
Sony Interactive Entertainment LLC (2017 - present)
2022 - present
Associate Manager, IT Enterprise Support
Sr. IT Support Administrator
IT Support Administrator
IT Business App Support – SAP Tier 1 Lead
SAP and Desktop Support Specialist
2015 – 2017
IT Systems Support Analyst
2014 - 2015
IT Technical Support
2011 - 2014
Associate Systems Specialist
2009 - 2011
IT Technical Support
2008
End User Support Intern
2022 - present
Associate Manager, IT Enterprise Support
- Managing IT Service & Support staffs in SIE's Global Headquarter, including the IT Walkup Desk and desktop support team.
- Overseeing day-to-day IT Support operation including both onsite and remote end user support.
- Collaborate with global IT teams to establish global IT service and support standard.
- Generate and review metric reports and provide team operation measure to leadership team.
- Coach and nurture growth with IT support team.
Sr. IT Support Administrator
- Coach Tier 2 team members and provide necessary advice and guidance to produce desired results.
- Participate in interviews and hiring process for desktop support team and provide feedback to hiring manager.
- Design and create training plan for new members of the team.
- Coordinate and work with different teams on IT project, ensure smooth service and support experience is provided to end users.
- Generate and provide metric report to managements. s
IT Support Administrator
- Second level onsite support administrator with specialization in Financial applications support.
- SME for SAP and Concur application end user support
- Provide guidance and documentation on financial application 1st level support to Service Desk
- Act as end user support primary point of contact on numerous major and minor IT and business projects
- Setup solution for business to ensure BCP during COVID-19 shelter in place
- Provide training to business users on Office 365 applications
IT Business App Support – SAP Tier 1 Lead
- Supervised a team of 3 providing first level application support on SAP and Concur to all sites in America region
- Collaborate with global support teams to establish and refine cross-region support process for SAP and Concur
- End user support for company wide printer refresh project and main support coordinator on SAP printing testing
- Act as primary contact and first level escalation point for SAP and Concur application support
- Conducted routine team meetings and provide status report to IT manager
- Work closely together with Exec Support on providing SAP and Concur support to C-level Exec, SVP and Executive Admins
- Provide technical and process assistance to team members on resolving complex issues
- Create and maintain SAP and Concur support documentations
SAP and Desktop Support Specialist
- Provide support on systems migrations from SAP ECC 6 to SAP S4 HANA
- Provide support for systems integration on multiple applications such as Workday, Concur and Pulse Secure VPN
- Responsible for user accounts access management for SAP SRM and ERP
- On-site technical Tier 2 support on Windows and Mac OSX computers
- Support/Administer Active Directory, Exchange mail accounts, SharePoint, Microsoft Systems Center Configuration Manager, virus/spam detection, data backups
- Coordinate with Tech Writers on IT process documentations
2015 – 2017
IT Systems Support Analyst
- Manage companywide Office 365 roll-out project
- Lead and manage Mobile Device Management (MDM) implementation
- Create and Manage Windows reference machine for deployment with VMware Workstation
- Implementing Windows Deployment Service for Windows computer deployment
- Manage and lead mid-size infrastructure and companywide data loss prevention implementation projects
- Support and manage iOS devices with MDM – Mobile Device Management
- Provide monthly training on hardware, software and modern technology to users
- Provide deskside support to local & remote users globally
- Hardware support on desktop, laptop, mobile devices, printers, fax, MFC, networking equipment and servers
- Provide support on various business applications including SAP, IBM Notes and Microsoft Dynamic CRM
- Configure, setup, deploy and support Mac OSX and Windows 7/10 desktops, laptops and tablets
- Maintain IT equipment and update asset inventory
- Monitoring system backup and recovery testing
- Document system setups, operation procedures and policies
2014 - 2015
IT Technical Support
- Responsible for creating and maintaining company website
- Configure and monitor Google Analytic data for website
- Setup and manage company email
- Responsible for setting up company’s various social networks
- Provide support on company hardware, LAN and WLAN network
2011 - 2014
Associate Systems Specialist
- Streamline key joiner, movers and leaver (JML) process and introduce interdepartmental transparency
- Document process work flows and use cases for integrated enterprise application
- Update existing job aid and document key departmental processes and procedures for daily operation use and training purposes
- Prepare account metrics report by integrating data from multiple system databases for management review
- Provide first and second level support for multiple systems and applications related to account access, management and provisioning to customers
2009 - 2011
IT Technical Support
- Responsible for company wide support and maintenance on Active Directory Network, Exchange Mail Server, Network Security, and Network Resources Sharing
- Setup company Virtual Machines to provide an internal application testing environment, and established a dedicated VPN connection between offices.
- Configured a centralize antivirus solution with Symantec Endpoint and Symantec Endpoint Management Server
- Installed the company Network Attach Storage (NAS) unit, and created the scheduled centralized backup system
- Provided support for Windows and Mac desktop systems, mobile devices, printers and scanners
2008
End User Support Intern
- Onsite first level support for SAP West Coast Campus: Laptop, Desktop, MS Outlook, XP, Mac OS
- Maintained quality of service that exceeded IT Operations Service Level Agreements
- Network installation and maintenance, hardware component swapping for Workstation, Desktop, Mobile devices
- Facilities set-up for Executive Briefing Center and Conference Presentations
EDUCATION & ACADEMIC INVOLVEMENT
December 2010: Bachelor of Science, Business Administration – Management Information System
San Jose State University
San Jose State University
- Dean’s Scholars Honor
- Chief Event Coordinator for Management Information System Association (MISA)
RELEVANT SKILLS
- Applications: Microsoft 365, Google App
- IT Service Management: ServiceNow, BMC Remedy, HPSM
- Mobile OS: Apple iOS, Google Android
- Operating Systems: Windows, macOS
- IT industrial practice: ITILv4
- Server Systems: Windows Server, Microsoft Active Directory and Group Policy, DHCP, DNS, Windows Deployment Server
- System Analysis: UML Class model, Activity Diagram, Sequence Diagram, Use Case Analysis