Ka O
Madison,USA
Summary
Dynamic IT professional with extensive experience at Lenovo,HP,Dell, excelling in software troubleshooting and customer support ticket management. Proven track record in optimizing PC performance and enhancing user satisfaction through effective problem resolution. Skilled in Microsoft 365 support and adept at fostering collaborative team environments.
Overview
24
24
years of professional experience
1
1
Certification
Work History
PC Support Technician
World Wide Tech Services
Madison, USA
02.2019 - Current
- Provided technical support to end-users, troubleshooting hardware and software issues on PCs
- Installed and configured operating systems, applications, and drivers on PCs
- Performed regular maintenance tasks such as system updates, disk cleanup, and virus scans to ensure optimal PC performance
- Resolved network connectivity issues by troubleshooting routers, switches, and modems
- Assisted in the setup of new PCs for employees including user account creation and data migration
- Conducted hardware repairs or replacements when necessary to minimize downtime for users
- Maintained accurate documentation of all support activities including issue resolution steps and user feedback
- Managed inventory of computer parts and accessories ensuring availability for timely repairs
- Collaborated with vendors for warranty claims or replacement parts ensuring cost-effective solutions
- Configured email clients such as Outlook or Thunderbird on PCs according to company standards
- Migrated user profiles from old PCs to new ones using automated tools like USMT (User State Migration Tool)
- Maintained up-to-date knowledge of emerging technologies in PC hardware, software, and troubleshooting techniques
- Participated in team meetings to discuss ongoing projects, share knowledge, and propose process improvements
- Responded promptly to help desk tickets, resolving technical problems within agreed service level agreements (SLAs)
- Conducted hardware repairs or replacements when necessary to minimize downtime for users
Team Member
Unload Merchandise
07.2014 - 01.2025
- Unload Merchandise
- Prepare new merchandise for easy stocking
- Place excess merchandise in appropriate location in stockroom
Operations Supervisor
Office Depot OfficeMax
Madison, USA
05.2014 - 10.2014
- Supervisory duties included but were not limited to: assisting in interviews and training
- Developing the skills of associates to promote a selling culture
- Maintain the cash office files, reports, and all cash operation duties
- Performing general managerial duties as needed
Associate
Office Depot OfficeMax
04.2002 - 09.2014
- General store associate duties include but were not limited to answering phone calls regarding store products
- Keeping the store tidy
- Unloading and stocking merchandise
- Cashiering
- Identified and provide troubleshooting support for any hardware and software technical problems
PC Technician
IBM & Dell technicians
06.2007 - 06.2008
- Provide a high level of in-house and on-site service for clients
- Resolve technical problems that included but are not limited to repairing, installing and maintaining equipment
- Conduct on-site upgrades, configurations, and testing of client's equipment
- Assist with changes and additions to hardware products
- Coordinate service requests for the installation or removal of new or existing equipment
- Identified and provide troubleshooting support for any hardware and software technical problems
Education
Associate of Applied Science - Computer Network
ITT TECHNICAL INSTITUTE
Madison, WI01.2012
Skills
- Customer support and service management
- Customer support ticket management
- ServiceNow
- Help desk
- Customer service
- Network and IT infrastructure
- WAN
- Computer networking
- Cabling
- DNS
- DHCP
- Operating systems and platforms
- Windows
- Linux
- MacOS
- Chrome OS
- Active Directory
- Group policy management
- Software
- Microsoft 365
- Adobe Creative Cloud
- Desktop and hardware support
- Equipment installation
- Printer troubleshooting support
- Peripheral repair
- Remote access
- Virtualization
- VMware
- Hyper-V
- Project Management & Collaboration
- Project documentation
- Team collaboration
- Vendor coordination
- Problem solving
- Effective communication
Certification
- CompTIA A+, 07/01/05, Present
- Driver's License
Languages
Cantonese, Fluent
Additional Information
Properly assembling and configuring computer components such as the motherboard, CPU, RAM, storage devices, power supply, graphics card, case, and cooling system., Ensuring all components are compatible with each other for optimal performance., Understanding and working with routers, modems, and network adapters to connect devices to the internet and local networks., Configuring these devices for optimal network performance and security., Understanding how device drivers function to ensure proper hardware compatibility and functionality., Installing, updating, and troubleshooting drivers when issues arise., Upgrading components like SSDs, CPUs, RAM, or GPUs to improve system performance., Learning the steps involved in safely and effectively performing these upgrades., Diagnosing hardware issues, replacing faulty components, and performing routine maintenance tasks such as cleaning and checking connections., Extending the lifespan of computer systems through regular upkeep., Grasping fundamental networking concepts like IP addresses, DNS, and data packet traversal to troubleshoot connectivity problems., Applying this knowledge to configure network settings effectively., Understanding how DNS resolves domain names to IP addresses and its role in internet browsing and email functionality., Recognizing the importance of DNS in ensuring smooth network operations., Learning how to connect multiple devices to a router or set up a local network for home or office use., Enhancing connectivity and communication between devices., Developing critical thinking skills to methodically diagnose and resolve issues by breaking problems into smaller, manageable parts., Testing each component systematically to identify and address root causes., Utilizing remote tools to diagnose and fix system issues without physical access, saving time and providing efficient solutions., Knowing how to use tools like disk scanners and memory testers to identify hardware issues., Understanding how to interpret results from these tools for effective troubleshooting., Addressing boot problems, system crashes, and OS updates to maintain smooth operation., Applying fixes and updates to resolve common operating system-related issues., Ensuring hardware components have the latest firmware for improved performance and security., Learning how to apply updates correctly and troubleshoot any related issues that may arise., Adjusting BIOS or UEFI settings to resolve boot issues or enable new hardware features., Handling these settings with care, as incorrect modifications can lead to system instability., Determining whether an issue stems from hardware or software components to focus troubleshooting efforts effectively., Saving time by addressing the correct problem area without unnecessary steps.
Timeline
PC Support Technician
World Wide Tech Services
02.2019 - Current
Team Member
Unload Merchandise
07.2014 - 01.2025
Operations Supervisor
Office Depot OfficeMax
05.2014 - 10.2014
PC Technician
IBM & Dell technicians
06.2007 - 06.2008
Associate
Office Depot OfficeMax
04.2002 - 09.2014
Associate of Applied Science - Computer Network
ITT TECHNICAL INSTITUTE