Resume

PROFESSIONAL EXPERIENCE

Sony Interactive Entertainment LLC
2021 - Present
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 tier 2 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

2019 - 2021
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

2018 – 2019
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

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

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

December 2010: Bachelor of Science, Business Administration – Management Information System
San Jose State University

Applications: Microsoft 365, Google App, Cisco WebEx, JAMF Now MDM
Databases: Microsoft Access, SQL
IT Service Management: ServiceNow, BMC Remedy, HPSM
Mobile OS: Apple iOS, Google Android
Operating Systems: Windows, macOS, ChromeOS
Project Management: Gantt Chart, AON Diagram, Agile Management, SDLC
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