Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kevin M Wong

San Francisco,CA

Summary

I have been working with computers since 1988. throughout my education and professional life computers have been an absolute passion. the ability to learn, support and educate has been an iatrical part of my life. to work for any organization to share my passion would be a privilege.

Overview

26
26
years of professional experience

Work History

Sr Desktop Support Tech

Edgewood Center for Children and Families
San Francisco, CA
10.2024 - Current
  • Provide level one technical support to 200+ users and ensured proper maintenance of workstations, printers, and peripherals.
  • Responded to users’ service requests and expediently resolve trouble tickets to maximize system update.
  • Support Apple MacOS Desktops and laptops, also Apple iOS.
  • Support desktops, Windows 10, 11.
  • Deploy new workstations, laptops, mobile devices. Installing new operating systems and applications.
  • Remote and desk-side installation of various software packages, engineering tools, and patches utilizing SCCM.
  • Support government public health application for users, instillation, configuration and support.
  • Mentor tech staff on day to day support

Deskside Support Engineer Lead

UST Global - Client: Adobe
San Francisco, CA
03.2022 - 10.2024
  • Providing support for hardware and software issues within end-user computer systems (MAC 70% and PC 30%) to include desktops, laptops, printers and mobile apps
  • Provided senior technical support to both in-house staff and user departments for network applications.
  • configuration, installation and troubleshooting desktops (MAC and PC), laptops, printers and mobile applications
  • end-user product related questions for all supported hardware, software and applications
  • technical liaison with various clients

PC Technician

Outsource: Client - Enel X
San Carlos, CA
02.2022 - 03.2022
  • Provide level two technical support to users and ensured proper maintenance of workstations, printers, and peripherals.
  • Monitor incoming ticket queues and ensures that all tickets.
  • Assists in the operational responsibilities of the IT department.
  • Responsible for documenting and communicating current issues to team members and management.

Help Desk Support 2

Edgewood Center for Children’s and Families
San Francisco, CA
10.2015 - 11.2020
  • Provide level one technical support to 200+ users and ensured proper maintenance of workstations, printers, and peripherals.
  • Responded to users’ service requests and expediently resolve trouble tickets to maximize system update.
  • Support Apple MacOS Desktops and laptops, also Apple iOS.
  • Support desktops, Windows 8.0, 8.1 &10.
  • Deploy new workstations, laptops, mobile devices. Installing new operating systems and applications.
  • Remote and desk-side installation of various software packages, engineering tools, and patches utilizing SCCM.
  • Support government public health application for users, instillation, configuration and support.

Help Desk Support 2

Robert Half Technology - Client: Edgewood
San Francisco, CA
04.2015 - 10.2015
  • Provide technical support to 200+ users and ensured proper maintenance of workstations, printers, and peripherals.
  • Responded to users’ service requests and expediently resolve trouble tickets to maximize system update.
  • Support Apple MacOS Desktops and laptops, also Apple iOS.
  • Support desktops, Windows 8.0, 8.1 &10.
  • Deploy new workstations, laptops, mobile devices. Installing new operating systems and applications.

Desktop Support

Robert Half Technology - Client: Imperva
Redwood City, CA
03.2014 - 03.2015
  • Support MS Office 2010/2013 connecting to Microsoft’s Office 365 platform.
  • Responsible for installation, configuration, and ongoing maintenance and usability laptop
    computers, printers, and mobile devices.
  • Provide support for mobile users who work at home, travel, or work from a remote office, using
    remote management tools.
  • Respond to all end user support issues in a timely and professional manner.
  • Remote and desk-side installation of various software packages, engineering tools, and patches
    utilizing SCCM.
  • Set up accounts, configure hardware for new hires both local and remote.
  • Perform new hire user education.
  • Provide documentation for both the IT team and the end users.
  • Manage all open requests in a prompt and timely fashion.
  • Troubleshoot Remote Access VPN issues, Windows domain account issues.

PC LAN Analyst 4

Robert Half Technology - Client: Wells Fargo
San Francisco, CA
06.2013 - 12.2013
  • Support Wells Fargo Wholesales Foreign Exchange Sales Traders and Executive level management.
  • Instillation, troubleshooting and daily support financial applications such as Bloomberg and Reuters.
  • Uses specified systems and diagnostic tools to troubleshoot desktop, laptop, and peripheral hardware, software, applications, operating systems and related network problems for individual users and resolves basic to moderately complex issues or escalates as needed.
  • Completes work orders and move/add/change requests with general direction, including patches, upgrades, software deployments, installations, repairs and preventive maintenance on desktops, laptops, servers and related systems and completes documentation.
  • Participates in testing, implementing, maintaining and controlling PC/LAN systems. Understands
    BCP, quality, security and compliance requirements for supported area and analyzes the impact of technical alternatives on the systems environment.

Operating Systems Engineer

Wells Fargo Bank
San Francisco, CA
10.2003 - 06.2011
  • Provide 24x7 support on Enterprise servers for Regions which include; California, Alaska, Oregon and Washington.
  • Provide support for Wells Fargo internal line of business for 180 servers.
  • Technical consultation and support associated with operating systems.
  • Provides complex analysis of systems software and hardware requirements to determine operating systems specifications and customizations.
  • Work on strategy and design to build a utility for systems programming tasks required for installations, configurations, upgrades and testing.
  • Develops new documentation, participates in the development of departmental technical procedures and designs user support guides.
  • Act as escalation point for operating system support and troubleshooting, provides guidance and direction to less experienced staff in resolution of escalated issues.
  • Support Nortel Symposium Web Client Servers and Symposium servers in various call centers.
  • Install and configure Windows 2000, Windows 2003 servers accordingly to Wells Fargo server build documents and
  • Configure all servers to meet Wells Fargo Audit requirements; including registry settings and standard Microsoft settings.
  • Knowledgeable in applications such as PAC2000, Remedy Asset Management and Wanda
  • Work on various projects to ensure target timelines are met.

Web Engineer

Wells Fargo Bank
San Francisco, CA
10.1998 - 10.2003
  • Provide 24x desktop support to over sixty on-site and remote users. Responsibilities included purchased, installed, & configured desktops and laptop computers for users.
  • Installed and supported various Wells Fargo proprietary applications as well as, Microsoft Office, web design applications and other miscellaneous applications.
  • Performed backup support for over 60 Windows NT 4.0 servers and Microsoft SQL Database Applications. Duties included purchasing server hardware and installing of server operating systems.
  • Provided 24x7support for Microsoft intranet applications and Microsoft databases applications.
  • Managed multiple projects which included, but not limited to; purchasing and coordinating the install of Wells Fargo business enterprise servers into various Wells Fargo Data Centers.
  • Supervised desktop support engineer to provide 24x7 supports to over 65 desktops and laptops.
  • Worked in collaboration with Phone Bank Finance for cost effectiveness in the purchases of over 100 user desktops, laptops and servers.
  • 24x7 hardware and OS support for over 60 business critical servers and applications which included, but not limited to, Microsoft SQL Databases, Microsoft Internet Information Servers 4.0 & 5.0 and various vender applications.

Education

Some College (No Degree) - Information Technology

De Anza College
Cupertino, CA

Skills

  • Operating Systems – Windows 10 / 81 / Windows Server 2020 / Legacy Windows / Mac OS / iOS / iPad OS / Legacy OS
  • Microsoft Active Directory – Managing servers, accounts, Group Policy Objects within Active Directory,
  • Microsoft Cluster Server Administration for 2000 Advance Server and 2003 Enterprise Edition
  • Microsoft Sharepoint general use
  • Online Backup Software, Carbonite and Crash Plan
  • Backup Software – Veritas Backup Exec 85, 86 & 90, Net Backup,
  • Networking - TCP/IP, IPX/SPX, HTTP, FTP, PPP, DHCP, RAS protocols
  • Graphics Software – Adobe Photoshop, Adobe Illustrator, Free Hand, Page Maker
  • Standard Office Software – Microsoft Word, Excel, Power Point
  • Apple Pages, Numbers, Key Note
  • Extensive experience with PC/server assembly and configuration
  • Apple DEP (Device Employment Program) and Air Watch
  • Hardware Knowledge - Dell / Lenovo / HP / IBM hardware
  • Ticketing software, Service Now, Pac 2000, Zen Desk

Timeline

Sr Desktop Support Tech

Edgewood Center for Children and Families
10.2024 - Current

Deskside Support Engineer Lead

UST Global - Client: Adobe
03.2022 - 10.2024

PC Technician

Outsource: Client - Enel X
02.2022 - 03.2022

Help Desk Support 2

Edgewood Center for Children’s and Families
10.2015 - 11.2020

Help Desk Support 2

Robert Half Technology - Client: Edgewood
04.2015 - 10.2015

Desktop Support

Robert Half Technology - Client: Imperva
03.2014 - 03.2015

PC LAN Analyst 4

Robert Half Technology - Client: Wells Fargo
06.2013 - 12.2013

Operating Systems Engineer

Wells Fargo Bank
10.2003 - 06.2011

Web Engineer

Wells Fargo Bank
10.1998 - 10.2003

Some College (No Degree) - Information Technology

De Anza College

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Kevin M Wong