Christopher Chung
Senior Systems Engineer
Seattle,WA
Summary
Experienced System Administrator with over 15 years of experience in the IT industry. Excellent reputation for resolving problems and improving customer satisfaction. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in Cybersecurity. Permanently relocating to Seattle, WA in September 2022.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
2
2
Certifications
Work History
Senior Systems Engineer
Zensar Technologies
Conshohocken, PA
07.2019 - 08.2022
- Supported both Windows/Mac environments, Virtual Desktop Infrastructure, Apple products including MacBook Pro, iMac, iPhone, iPad as well as Android-based mobile devices
- Managed the IT Café which provided on demand IT Support for break fix issues
- Utilized ticketing system to manage and track incident tickets using Service Now (SNOW)
- Imaged machines using proprietary imaging software
- Managed Active Directory accounts, using AD and Azure to maintain accounts
- Created, configured, and managed Duo accounts for mobile devices
- Conducted end-user reviews for modified and new systems.
- Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
- Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
- Documented system configuration, mapping and processes.
- Assisted employees with resolving network problems at remote locations.
Office 365/Azure Administrator
Cadient Inc.
Malvern, PA
04.2017 - 07.2019
- Facilitated Office 365/Azure AD administrative tasks within the organization by updating security protocol and policies.
- Created, troubleshooted and maintained multiple SharePoint sites within Office 365 Portal.
- Created user accounts for onboarding and offboarding employees.
- Maintained Wi-Fi, LAN upgrade, and maintenance within multiple office locations.
- Provided hardware builds, deployment, maintenance, and support to multiple end-users.
- Maintained multiple DNS and DHCP servers locally unless other specified by the corporate network infrastructure team.
- Configured tools to monitor and proactively identify issues within email systems.
- Supported both Windows/Mac environments, Virtual Desktop Infrastructure, Apple products including MacBook Pro, iMac, iPhone, iPad as well as Android-based mobile devices.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Monitored networks and network devices to resolve technical problems quickly.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Designed and evaluated WAN and LAN connectivity technologies.
- Developed and maintained courteous and effective working relationships.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Onboarded new temps by entering employee information into systems.
- Handled 24+ calls per day to address customer inquiries and concerns.
IT Support Specialist
Vanguard Group
Malvern, PA
03.2013 - 04.2017
- Provided hardware and software support to end-users.
- Imaged various desktop and laptop hardware using proprietary imaging software.
- Tracked and resolved end-user technical issues using CRM ticketing software.
- Streamlined operations and prioritized tasks, based on needs and growth within the organization by implementing training tools, documentation and support.
- Delivered onsite technical support for 1000+ employees.
- Answered questions and provided information to customers about new software or hardware.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Assisted with updating technical support best practices for use by team.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Submitted service tickets for equipment maintenance requests.
- Translated complex technical issues into digestible language for non-technical users.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, and cellular.
Desktop Support Technician
Rovi Corp
Radnor, PA
08.2005 - 03.2013
- Provided desktop support in a mixed PC & Mac environment; resolved work orders issued by the in-house ticketing system
- Compiled and distributed end-user training materials
- Maintained network-wide Polycom Video Conferencing equipment and systems
- Developed and maintained operating system hardware and software configuration database/library for all supporting documentation
- Configured hardware, devices and software to set up work stations for employees.
- Removed malware, ransomware and other threats from laptops and desktop systems.
Education
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University
Salt Lake City, UT 05.2020 - Current
Skills
Adept in Operating Systems: MS Windows 7, 10, MS Server 2012, 2016, macOS, iOS and Android OS
Proficient with various applications (McAfee, Scan Asset, Dameware, Triactive, Polycom Video Conferencing gear, TruPortal and Lenel badge access systems)
General knowledge of networking, IP, SMTP, DNS, DHCP15 Years of technical and customer support experienceAbility to quickly adapt to ever-changing technology and/or applications necessary to business delivery prioritiesStandard operating procedures
Troubleshooting
Skilled in HP, Dell, Lenovo, Apple (MacBook Pro, iMac, iPad, iPhone) and Android devices
Root Cause Analysis
Quality assurance
Certification
ITIL
Timeline
A+
07-2022
ITIL
05-2022
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University
05.2020 - Current
Senior Systems Engineer
Zensar Technologies
07.2019 - 08.2022
Office 365/Azure Administrator
Cadient Inc.
04.2017 - 07.2019
IT Support Specialist
Vanguard Group
03.2013 - 04.2017
Desktop Support Technician
Rovi Corp
08.2005 - 03.2013