Fong Lo
Madison,WI
Summary
Seeking opportunity within an organization that fosters professional growth and enhances career development while ensuring a stable and secure work environment.
Overview
14
14
years of professional experience
Work History
Network Operation Center Engineer
NTT Technologies
St. Paul, MN
01.2020 - Current
- Monitored infrastructure health, security, and capacity across internal accounts using Logic Monitoring, Solarwinds, Greylog, AWS, and Zabbix.
- Managed firewall and intrusion prevention system (IPS) to ensure robust security.
- Created, updated, and closed incident and service request tickets efficiently.
- Served as initial contact during outages or major incidents, facilitating quick responses.
- Coordinated with IPSs, vendors, and internal teams during outages or maintenance periods.
- Maintained Service NOW tickets, ensuring accurate assignment to correct groups.
- Escalated severity issues to appropriate teams for prompt resolution and root cause identification.
- Provided backend maintenance and support while resolving problems effectively.
ITO Senior Assistance Field Technician
DXC/Gainwell Technologies
Madison, WI
01.2016 - 01.2020
- Provide first-level technical assistance via chat, email, phone or ticketing system.
- Prioritize and escalate tickets to the appropriate teams.
- Track and log incoming requests and incidents.
- Create, modify or disable user accounts (Active Directory, email and apps).
- Ensure proper data backup or account closure for departing staff.
- Unlocking/Reset end user password account for applicable applications such as UNIX/LINUX servers along with group policy adds and changes.
- Maintaining printers, printer servers and scanners.
- Building PC’s from ghost imaging and deploying PC’s to users.
- Support common systems (Windows, printers, Microsoft Office, VPNs, etc).
- Troubleshoot laptops, mobile devices, printers, scanners and desktops.
- Coordinate with vendors for hardware or software replacements as needed.
Financial Analyst
HPE Enterprises
Madison, WI
01.2014 - 01.2016
- Back up to lead worker for DHS contract management.
- Management of TPL info for state Medicaid exchange.
- Troubleshooting system or application issues with providers, members and contract holders.
Healthcare Representative II/LAN Mentor
HPE Enterprise
Janesville, WI
01.2012 - 01.2014
- Mail Sorting/Scanning/Electronic Batching.
- Provide first-level technical assistance.
- Workstation Hardware Builds.
- Software Installation.
- Printer and scanner installation and configuration.
- Log and track incoming requests and incidents.
Education
Systems Administration and Networking -
Madison College
Madison, WI01.2018
Worked towards Associates Degree -
Grand Rapids Community College
Grand Rapids, MI01.2000
Sterile Processing Technician - Healthcare
Blackhawk Technical College
Janesville, WISkills
- Windows OS support
- Network troubleshooting
- ServiceNow ticketing
- AWS monitoring
- Incident response
- Cloud computing
- Infrastructure management
- Problem solving
- Attention to detail
- Network monitoring
- Time management
- Team collaboration
- System administration
- Ticketing systems
- LAN and WAN management
- ITIL processes
- Software updates
- Wireless networking
- Network documentation
- Hardware installation
- Operating systems expertise
- Training and mentoring skills
- Incident management proficiency
- VoIP systems knowledge
- Problem resolution techniques
- Network operations oversight
- VPN administration
- System monitoring capabilities
- Windows server expertise
- User research insights
- Team training abilities
References
Available upon request.
Timeline
Network Operation Center Engineer
NTT Technologies
01.2020 - Current
ITO Senior Assistance Field Technician
DXC/Gainwell Technologies
01.2016 - 01.2020
Financial Analyst
HPE Enterprises
01.2014 - 01.2016
Healthcare Representative II/LAN Mentor
HPE Enterprise
01.2012 - 01.2014
Systems Administration and Networking -
Madison College
Worked towards Associates Degree -
Grand Rapids Community College
Sterile Processing Technician - Healthcare
Blackhawk Technical College