Marcello Chua
Information Technology Specialist
Mililani Town,HI
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
IT Helpdesk Technician
Hawaiian Host Group
Honolulu, Hawaii
06.2021 - 12.2022
- Provide on-site and remote technical assistance to Hawaiian Host Group's (HHG) personnel via MyFreshworks ticketing system, email, Microsoft Teams, mobile phone, and TeamViewer. Support fluctuates with time zones between Japan and California, before or after hours, weekends, and specific occasions.
- Tickets are 25% hardware and 75% software. There are 10 tickets a day on average, and up to 30 tickets simultaneously when busy. Non-ticket work is focused on User Administration on 15 different platforms, employee on-boarding or off-boarding, various projects, network printer support, and ordering printer supplies and computers directly from vendors.
- The following items are to be setup, deployed, or reused: employee laptops, tablets, card readers, O365/AD accounts, RDP & VPN connections, network drive connections, VoIP Phones, and 2FA for personal devices. Windows and Macintosh support required.
- Install physical hardware to conference rooms with the use of workshop tools (e.g., Cordless Drill, Water Balance Beam, etc.). Provide research on various hardware and software solutions for problem areas (e.g., bad room acoustics, mobile device management, etc.).
- Work closely with the IT Director and IT Lead Technician to plan projects and deadlines via Gantt Chart and weekly meetings. Provide immediate and preventative technical assistance for the CEO's meetings in particular.
- Receive feedback on performance per Service Level Agreement and HHG's standards from the IT Director and provide solutions for improvement or project ideas.
Music Instructor
Guitar Center
Pearl City, Hawaii
06.2021 - Current
- Provide the proper environment for each student to cultivate their best learning. Check-in and supervise students while following COVID safety guidelines. Soft skills such as patience, encouragement, and making genuine inquiries about their interests and capabilities. Students deserve to feel safe at all times.
- Diagnose and resolve approach for higher level students.
- Goal-oriented approach for beginner level students.
- 70% Guitar lessons, 15% floor-time, 10% DAW lessons, and 5% Songwriting lessons. Floor-time was spent finding new student prospects and helping customers with questions.
- Co-ordinate with Lessons Leads and students the best schedule for instruction.
Apple Authorized Certified Technician
GoEBITS
Seattle, Washington
08.2020 - 03.2022
- Service Apple Laptops, Desktops, iPhones, and non-Apple devices.
- Apple GSX training for repairs and customer service required.
- Front Desk and Repair duties performed simultaneously. GoEbits Technicians are trained to check-in customer's devices for diagnostics, perform a warranty check, explain repair process, and discuss repair expectations.
- Device Repair tickets for Apple devices handled through GSX and Trello. Device Repair tickets for non-Apple devices handled on Trello. Internal communications via Slack and RepairShopr.
- Hardware repairs ranged from multi-parts replacements of Apple laptops and iPhones to replacing cracked screens on iMacs using Apple proprietary tools and procedures.
IT Technician
Ke Kula Kaiapuni O Ānuenue
Honolulu, Hawaii
08.2016 - 12.2019
- Work closely with the technology coordinator to provide technical support campus-wide. Technical support for 30 iMacs, 20 Windows devices, and 200 Apple laptops.
- Typical support tasks include replacing broken parts, deploying images that exceed the needs of the various educational software, weekly scan of viruses, manual software updates, and setting up AV equipment including a TriCaster broadcasting station.
Education
Bachelor of Science - Information Security Assurance
University of Hawai'i West O'ahu
Kapolei, Hawai'i 08.2016 - 12.2019
Associate of Applied Science - Computer Electronics Networking Technology
Honolulu Community College
Honolulu, Hawai'i 08.2014 - 05.2016
Skills
End-user support
A level repair skills
O365 and Active Directory
Optical Fiber and RJ45 Cabling
Educational experience w/ Routers, Switches, and Networking equipment
Basic Networking Fundamentals
Java and Python coding
Bash Scripts, HTML, Javascript, JSON, XML, MySQL, and Microsoft Access
Virtual Machines, Windows Server 2000 R2, and Kalilinux
Data Recovery tools such as SleuthKit, PhotoRec, and FTK Imager
Timeline
IT Helpdesk Technician
Hawaiian Host Group
06.2021 - 12.2022
Music Instructor
Guitar Center
06.2021 - Current
Apple Authorized Certified Technician
GoEBITS
08.2020 - 03.2022
IT Technician
Ke Kula Kaiapuni O Ānuenue
08.2016 - 12.2019
Bachelor of Science - Information Security Assurance
University of Hawai'i West O'ahu
08.2016 - 12.2019
Associate of Applied Science - Computer Electronics Networking Technology
Honolulu Community College
08.2014 - 05.2016