Elbert Yan
IT Support
New York City,NY
Summary
Experience in the IT Field for over 5 years. Proficient in PowerShell scripting along with strong hands-on skills. Knowledgeable in the MS Office apps and working in Active Directory. Certified in A+, Network and Security+.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Tier 2 Service Desk Analyst
ECI
02.2023 - 09.2024
- Provided Level 1 and 2 end-user desktop support for clients on the phone or by email
- Utilized the NICE and Bomgar apps for picking up calls and for remoting onto clients' computers to work on their cases
- Used ServiceNow ticketing system to work on call and email cases
- Worked on Active Directory for adding/removing users, password resets and setting up security and distribution groups
- Utilized Exchange to set up mail flow rules, mailbox access and utilized Intune for enrolling PCs and mobile devices
- Maintained AVDs and licensing for Cloud PCs for provisioning
- Checked on access to Citrix apps for clients
- Trained new/current Tier 1, fellow Tier 2 colleagues and FSEs
- Utilized PowerShell for connecting to clients' domains for granting access to other users' calendars or contacts depending on the details of the case
- Utilized Group Policy from different Windows Server for making changes in Password Policy and creating mapped drives.
Technical Support Engineer
Conductor
11.2021 - 10.2022
- Provided technical assistance and helpdesk support for incoming issues related to computer systems, software, and hardware for onsite and remote users
- In charge of tracking incidents and calls to be inputted into the database
- Managed Jira and Confluence every day to track cases and update/create KB articles
- Knowledgeable in setting up the A/V equipment for all meetings and town halls
- Resolved fixing printer spoolers issues for each department's printers and installing ink cartridges in them
- Main engineer in setting up MacBooks and Lenovo ThinkPads
- Collaborated with USPS as our main mailing service for shipping equipment to current and new employees
- Set up Active Directory with PowerShell for adding new hires into their respective department groups
- Very efficient working on VPs and C-Level executives issues with positive thinking and as top priority
- Utilized experienced hands-on skills for resolving onsite issues including switches in the server room and setting up workstations
- Set up MFAs for each user for quick access to their Okta accounts on mobile and laptop
- Fixed the access points in the office as each department was not able to connect to their respective wi-fi.
IT Support Analyst
Options Group
08.2021 - 11.2021
- Troubleshooting hardware, software, printers and network connectivity along with supporting users from the global office
- Building PCs from scratch, installing the operating system and all the drivers compatible with the specific machine
- Assisted users to set up their voicemail, security code, and preferences on their work phones
- Installed Microsoft Office suite, Antivirus, and other software on PCs and maintaining and troubleshooting users' mobile devices
- Performed PC cleanup, installing required updates and patches on desktops.
IT Support Technician
Thornton Tomasetti
04.2021 - 07.2021
- Used ServiceNow to accurately document, prioritize & track requests
- Install, diagnose problems, repair, maintain, and upgrade all PC hardware, software, and equipment to ensure optimal performance
- Troubleshoot problem areas (in person, by telephone, or via email) in a timely and accurate fashion
- Assist in preparing, maintaining, and upholding procedures for logging, reporting and statistically monitoring desktop operations
- Developed and maintain an inventory of all monitors, keyboards, hard drives, modems, network cards and other components and equipment
- Trained staff how to understand the hardware, software, and IT policy and procedures
- Work with vendor support to resolve technical problems with desktop equipment and software
- Imaged desktops/laptops for new hires or current employees and making sure each desktop is installed with Windows 10 OS.
IT Support Intern
StoryCorps
01.2020 - 02.2020
- Assisted in fixing remote staff user's Mac Library folder
- Provided technical support by using ConnectWise/Addigy to remotely access users' computers to fix their MacBooks and iMacs
- Assisted in organizing and maintaining IT resources /inventory
- Helped with upgrading network equipment and monitored back-up systems
- Worked with the ticketing system (Zendesk and FreshService)
- Accessed G-Suite to add or remove accounts, change the passwords and check apps being used
Intern
NopSec
11.2018 - 01.2019
- Installed SCCM on OpenStack account creating a Primary and Central Administration Site with SCCM installed for sales related tasks
- Used Server Manager and added the ADDS, WSUS, installed SQL Server to create a database
- Used Salesforce for updating information and tracking customer interactions
- In charge of an eBay/PayPal Account to sell merchandise such as laptops, keyboards, and printers
- Documented the inventory on the Equipment Inventory List on Google Drive
- Created a handshake account to post an Accounting Internship (Paid/Unpaid)
Computer Systems Technology Intern
New York City College of Technology
01.2018 - 05.2018
- Created Linux/Windows virtual Machines with VMware vSphere Client
- Used remote desktop to create virtual directories for professors with Internet Information Services 7
- Assisted students and CST interns in the CST Computer Lab
- Worked on Active Directory, Group Policy, Domain Controller, and Certificate Authority on the Windows Server OS
- Used Office 365 to check email and for communicating with people.
Education
CompTIA+ Certification
NPower Tech Fundamentals Program
Brooklyn 07.2019 - 12.2019
Bachelor of Science - Computer Science
New York City College of Technology
Brooklyn 05.2014 - 06.2018
Skills
Critical Thinking
Leadership
Multitasking
Slack
Google Workspace
Citrix
Communication
Prioritization
Time Management
System Administration
Attentive
Networking
Timeline
Tier 2 Service Desk Analyst
ECI
02.2023 - 09.2024
Technical Support Engineer
Conductor
11.2021 - 10.2022
IT Support Analyst
Options Group
08.2021 - 11.2021
IT Support Technician
Thornton Tomasetti
04.2021 - 07.2021
IT Support Intern
StoryCorps
01.2020 - 02.2020
CompTIA+ Certification
NPower Tech Fundamentals Program
07.2019 - 12.2019
Intern
NopSec
11.2018 - 01.2019
Computer Systems Technology Intern
New York City College of Technology
01.2018 - 05.2018
Bachelor of Science - Computer Science
New York City College of Technology
05.2014 - 06.2018
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