PROFESSIONAL EXPERIENCE

Sony Interactive Entertainment LLC
2017 – Present
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
Philips & LiteOn Digital Solutions
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
Smartea USA Inc.
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 
Genentech
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 
Matthews Consulting Group Inc.
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
SAP Lab
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 
San Jose State University
2009 - 2010
Special Projects
  • Case Studies for System Analysis and Design
  • Projects completed in class are used as reference examples for future classes 
  • Used workflow models such as: UML Class models (Use Cases, Activity Diagram, Sequence Diagram, Deployment Model), Designing system interfaces, used Gantt Chart for implementation schedule
  • MIS Practicum Class, 2009
    • Engaged with IT Team of the Santa Clara Valley Transportation Authority (VTA)
    • Converted written documents into electronic forms, including improved layout using Microsoft InfoPath
    • Updated published documents to SharePoint and SQL Database Server
    • Strong client feedback, based on onsite project planning and leadership

EDUCATION & ACADEMIC INVOLVEMENT

December 2010: Bachelor of Science, Business Administration – Management Information System
San Jose State University
  • Dean’s Scholars Honor
  • Chief Event Coordinator for Management Information System Association (MISA) 

RELEVANT SKILLS

  • Applications: Microsoft Office, Outlook, Visio, Project, Cisco WebEx, Oracle Identity Management, Zoho, Google App, Mobile Device Management
  • Databases: Microsoft Access, SQL
  • IT Service Management: BMC Remedy, HPSM
  • Mobile OS: Apple iOS, Google Android, Windows Phone
  • Operating Systems: Windows XP/7/8.1/10, Mac OSX 
  • Project Management: Gantt Chart, AON Diagram, Agile Management, SDLC
  • Server Systems: Microsoft Windows Server 2003/2008/2012, Microsoft Active Directory and Group Policy, Microsoft DHCP, DNS server, Windows Deployment Server
  • System Analysis: UML Class model, Activity Diagram, Sequence Diagram, System Use Case Analysis
Download a copy of my resume in PDF format