Hi, I’m
Injellah B. Pan
Fairfield,CA
Summary
Skilled IT Specialist focused on maximizing company success through effective use of technical knowledge, team building and customer support abilities. Top-notch communicator with excellent time management, administrative and customer service skills.
Overview
8
years of professional experience
2
Certifications
Work History
Definitive Networks, Inc. Pleasanton, CA
IT Help Desk Technician
06.2022 - Current
Job overview
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assisted with updating technical support best practices for use by team.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Configured hardware, devices, and software to set up work stations for employees.
- Offered assistance in implementing and developing training programs.
Kateeva, IncNewark, CA
IT Specialist II
12.2018 - Current
Job overview
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Followed all company policies and procedures to deliver quality work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Maintained inventory of cell phones, laptops and peripheral equipment.
- Responded to inquiries by phone, email and walk-up requests.
- Provided support for network infrastructure and baseline configurations.
- Managed Microsoft Admin, SysAid ticketing system, Netsuite, and Arena to support business needs.
EMR CPR Enterprise
Desktop Relocation Technician
10.2018 - 12.2018
Job overview
- Configured hardware, devices and software to set up work stations for employees.
Kaiser IT ExternshipAntioch, CA
03.2018 - 06.2018
Job overview
- Assisted in tickets using BMCRemedy regarding replacing and troubleshooting computers and peripheral devices
- Building computers with Symantec Ghost
- Deploying software and operating systems with AppOS, cable management
- Installing applications on iPads/iPhones
- Computer support (moving computers/printers to different rooms/facilities)
Island Pacific/Philhouse
Server/Cashier
12.2016 - 02.2017
Job overview
- Helped customers complete purchases, locate items and join reward programs.
- Collected and authorized payments of guests.
- Answered customers' questions, recommended items, and recorded order information.
Education
Solano Community CollegeFairfield, CA
Associate of Science from Interdisciplinary Studies
05.2024
Unitek College - FremontConcord, CA
Information Technology Certificate from Information Technology
06.2018
University Overview
- Member of Student Representatives
- GPA: 4.0, Valedictorian & Magna Cum Laude
Vallejo High SchoolVallejo, CA
High School Education
06.2016
University Overview
- GPA: 3.8
- Member of Leadership, Experience, Opportunity Club for Volunteers
- Member of AP Club
Skills
- Expert in Windows 7, 10, 11 OS
- Expert in Microsoft Office 365
- Expert in Microsoft Azure Active Directory & Intune
- Sharepoint, Arena, and Netsuite Software Proficiency
- Proficient in Remote tools such as Windows RDP, Datto, ScreenConnect, LogMeIn, BeyondTrust and GotoAssist
- Expert in support ticketing systems such as Zendesk, SysAid and AutoTask
- Training and Development
- Dependable and Responsible
- Team-player
- Technical issues analysis
- Multitasking Abilities
- Network Hardware and Software Maintenance
- System Administration
- Ticket management
- Virtualization Technologies
Certification
- Arena Functional Admin Training - February 2022
- Netsuite Functional Admin Training - December 2021
- Comptia Security + SY0-401 License - June 2020
- Microsoft Azure Fundamentals Certification - August 2023
Timeline
IT Help Desk Technician
Definitive Networks, Inc.
06.2022 - Current
IT Specialist II
Kateeva, Inc
12.2018 - Current
Desktop Relocation Technician
EMR CPR Enterprise
10.2018 - 12.2018
Kaiser IT Externship
03.2018 - 06.2018
Server/Cashier
Island Pacific/Philhouse
12.2016 - 02.2017
Solano Community College
Associate of Science from Interdisciplinary Studies
Unitek College - Fremont
Information Technology Certificate from Information Technology
Vallejo High School
High School Education
Similar Profiles
Eric MannEric Mann
Analytics Engagement Manager at Definitive HealthcareAnalytics Engagement Manager at Definitive Healthcare
Amanda MarcalAmanda Marcal
Senior Data Specialist at Definitive HealthcareSenior Data Specialist at Definitive Healthcare
Daniel DechertDaniel Dechert
Senior Customer Success Manager at Monocl (Acquired by Definitive Healthcare)Senior Customer Success Manager at Monocl (Acquired by Definitive Healthcare)