PROFESSIONAL EXPERIENCE
Sony Interactive Entertainment LLC
2018 – present
IT Business App Support – SAP Tier 1 Lead
2017 – 2018
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
2018 – present
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
2017 – 2018
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 Office, Cisco WebEx, Office 365, Google App, JAMF Now MDM
- Databases: Microsoft Access, SQL
- IT Service Management: BMC Remedy, HPSM, ServiceNOW
- Mobile OS: Apple iOS, Google Android, Windows Phone
- Operating Systems: Windows XP - 10, Mac OSX/macOS 10.10 - 10.14
- Project Management: Gantt Chart, AON Diagram, Agile Management, SDLC
- Server Systems: Microsoft Windows Server 2003 - 2016, 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
