MARGARET Yean

• Assisted in the installation, configuration and troubleshooting of operating systems and applications.
• Tested hardware components such as memory chips, hard drives, CPUs and other peripherals.
• Assessed service desk requests against predefined criteria in order prioritize them according to urgency.
• Conducted root cause analysis of recurring incidents in order to reduce future downtime events.
• Maintained a comprehensive inventory of IT assets including hardware, software licenses and warranties.
• Deployed new computers across the organization ensuring all necessary applications were installed correctly.
• Participated in IT project planning meetings with internal stakeholders to define requirements and deliverables.
• Monitored system performance metrics to identify areas of improvement or potential issues before they arise.
• Developed scripts using PowerShell or Batch File scripting languages to automate repetitive administrative tasks.
• Created accounts for new users and reset passwords for existing users on various systems.
• Provided training sessions to staff members on how to use company-specific software programs effectively.
• Responded to user inquiries via phone, email or chat regarding computer system problems.
• Provided technical assistance to users with hardware and software related issues.
• Performed regular maintenance tasks such as patching, scanning, backup and recovery processes.
• Resolved complex technical problems by researching available solutions online or through vendor support channels.
• Implemented security protocols such as firewalls, antivirus solutions and whitelisting rules on devices.
• Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
• Conducted remote diagnostics to identify and solve technical problems.
• Implemented feedback from customer satisfaction surveys to improve service quality.

• Assisted in training new operators in the safe operation of assigned equipment and processes.
• Communicated effectively with co-workers concerning operational issues that may arise during shift changeovers or while on duty.
• Maintained and operated control systems for system operations, including monitoring alarms, responding to emergency situations and troubleshooting equipment failures.
• Monitored building and property entrances and exits to detect intrusions and protect assets.
• Deterred criminal activity, vandalism, and general misconduct by providing expert and highly visible security presence at facilities
• Identified suspicious activity to determine appropriate response..
• Reviewed guest identification and employee credentials to authorize entry onto premises.
• Identified process anomalies and took corrective action when appropriate.

Applications use:

• CCURE
• Verkada
• Genetec
• 4va Aware
• Service now - Service ticket
• Preparis
• Worldcue

• Propose, assess and provide feedback on tools, articles, IT systems Make recommendations on admin and tech-related problems while building effective partnerships to ensure strategic alignment and effective execution of cross functional projects Supported security standards (antivirus, firewall, patching, two-factor authentication, access) Ensured compliance with Apple's Privacy Policy Provide complex administrative and project support using intermediate iWork App skills (Pages, Numbers, and Keynote) Provided technical support for Mac OS X, iOS and Windows OSGuided end users on installing and uninstalling programs/applications by phone, email, chat Analyzed trending issues with Mac hardware and OS tickets to resolution Utilized ticketing system to create and track status and resolutions for technical and equipment issues Provided support to end users in setting up computers and phones Maintained user accounts, passwords, data integrity, system access & security within policy Used internal/external databases to research solutions for technical issues/procedures Utilized remote access and remote-control tools to support internal/external customers

• Deterred criminal activity, vandalism and general misconduct by providing expert and highly visible security presence at game events and building facilities.
• Investigated and resolved security breaches or safety incidents.
• Operated x-ray and body scanning equipment to prevent prohibited items from being carried onto premises.
• Administered first aid for minor medical situations and contacted paramedics for medical emergencies.
• Recommended improvements in security systems and procedures.
• Secured personnel and premises by inspecting buildings and patrolling property.
• Surveyed multiple CCTV feeds to closely monitor important areas on grounds.
• Followed established security and safety procedures and posted orders to include enforcement of company rules, policies and regulations.