Tzu En Hu: in Irvine, CA

• Provided 2nd tier Desktop Support (Win7, 8) for 500 users; 50% remote, 50% in person. • Logged and resolved tickets on the global ticket tracking system (Service Desk). • Managed Microsoft SCCM for software deployment. • Managed Active Directory for password unlock/reset. • Prepared various reports requested by the management team in excel. • Performed routine tape backup tasks in the server room and by VERITAS NetBackup. • Managed the licenses for software installed for audit purposes. • Managed IT inventories; worked with vendors for equipment maintenances. • Configure email/WIFI for iOS and Android devices. • Setup VPN for out-of-office access to the company’s network. • Assisted network router/switch related troubleshooting; jump cables. • Assisted Avaya VOIP phone system install and setup.

• Provided 1st tier Helpdesk Support (WinXP) for 2000 users; 90% remote, 10% in person. • Log and resolve tickets on the global ticket tracking system (Service Desk Manager). • Managed Active Directory for password unlock/reset. • Prepared company-wide email communications to the end-users for system issues, to minimize the impact of system down time. • Communicated with global teams by phone or email regarding system issues.