Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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Kyle Cheung

Queens,NY

Summary

Experienced professional with a strong background in technology-related roles. Proficient in system administration, automation applications, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.

Overview

9
9
years of professional experience
1
1
Certification

Work History

IT Support Engineer

Syzygy 3
New York, NY
04.2024 - Current
  • Developed and maintained user accounts, permissions, and access rights.
  • Utilized ticketing systems to track the status of help desk tickets throughout the resolution process.
  • Monitored server performance metrics to identify areas of improvement or optimization.
  • Provided technical support to end-users on a variety of computer software and hardware issues.
  • Created technical documentation for internal use by IT staff members.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.

Digital Business Analyst

Insight Global
New York, NY
01.2024 - 04.2024
  • Documented technical specifications based on customer needs and system capabilities.
  • Utilized Agile methodology to manage sprints, prioritize tasks, and track progress throughout the project lifecycle.
  • Developed user stories and acceptance criteria for digital products.
  • Worked closely with developers to ensure accuracy between designs and requirements and actual implementations.

Senior Associate

Grant Thornton
New York, NY
07.2021 - 05.2023
  • Facilitated daily stand-up meetings to discuss progress, impediments and plan for the day's tasks.
  • Provided guidance on Agile Scrum principles, best practices and processes to ensure successful delivery of projects.
  • Acted as a primary contact between development teams, product owners, stakeholders and other external parties throughout the entire lifecycle of a project.
  • Mentored junior team members on Agile Scrum concepts, practices and values.
  • Maintained positive working relationship with fellow staff and management.
  • Resolved technical problems reported by customers via phone calls or emails quickly and accurately.
  • Documented processes related to IT services provided by the company.
  • Conducted user training sessions to ensure that all users were able to use new technology efficiently.

Infrastructure Support Engineer

Bloomberg
Dayton, NJ
10.2017 - 06.2021
  • Maintained documentation related to system configurations, software installations, policies and protocols for future reference and training purposes.
  • Provided technical assistance to internal clients experiencing problems with their computers or network connections.
  • Developed disaster recovery plans for critical IT infrastructure components and implemented them when needed.
  • Performed routine maintenance tasks such as patch management and software upgrades on existing servers using schedule automation tools such as BMC Control-M and Saltsack.
  • Monitored system performance and provided proactive maintenance to ensure optimal server performance.
  • Responded quickly to service outages and worked diligently towards restoring normal operations in minimum time.
  • Analyzed system logs to identify potential issues with applications or services running on the network.
  • Provided technical support for software related issues.
  • Responded to escalated issues and implemented successful resolutions to resolve conflicts and maintain a stable environment.

Linux System Administrator

Modis
Dayton, NJ
08.2015 - 10.2017
  • Monitored system performance and implemented necessary changes to maintain optimal utilization of resources.
  • Carried out research activities to identify potential solutions for complex technical problems related to Linux systems.
  • Developed scripts for automation of system administration tasks using Bash, Python languages.
  • Automated system maintenance using YAML/JSON files via scheduling system for over 12,000 Linux and Windows based servers.
  • Maintained version control of source code using Git repositories.

Education

Bachelor of Arts - Geographic Information Systems

SUNY At Binghamton
Binghamton, NY
12-2013

Skills

  • Help Desk Support
  • Incident Management
  • Application support
  • Hardware diagnostics
  • Disaster Recovery Planning
  • Information Security
  • Scripting Languages
  • Software Installation
  • System Administration
  • Automation Tools

Certification

  • Google Technical Support Fundamentals
  • Cloud Computing with AWS
  • ICP-ATF
  • ICP-ACC
  • JIRA Fundamentals
  • Certified Scrum Master
  • Splunk Fundamentals

References

References available upon request.

Timeline

IT Support Engineer

Syzygy 3
04.2024 - Current

Digital Business Analyst

Insight Global
01.2024 - 04.2024

Senior Associate

Grant Thornton
07.2021 - 05.2023

Infrastructure Support Engineer

Bloomberg
10.2017 - 06.2021

Linux System Administrator

Modis
08.2015 - 10.2017

Bachelor of Arts - Geographic Information Systems

SUNY At Binghamton

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