Mark Lim
Garden Grove,CA
Summary
Results-oriented IT Support Specialist with over 6 years of experience providing expert technical support in network configuration, troubleshooting, and system optimization. Adept at solving complex IT issues, implementing network solutions, and improving overall system performance. Proven ability to deliver top-tier user satisfaction while driving operational efficiency. Skilled in Cisco networking, Windows and Linux environments, and security tools. Currently pursuing advanced certifications in security and Linux to enhance technical expertise. Seeking a challenging role in IT support or network engineering to contribute my skills and experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Main Electric Supply
08.2022 - Current
- Delivered technical support to over 1,300+ employees, reducing downtime by 20% through efficient resolution of hardware, software, and network issues
- Spearheaded management of office network infrastructure, troubleshooting and optimizing performance of Cisco routers and switches
- Reduced incident resolution time by 30% by implementing streamlined troubleshooting procedures
- Maintained and optimized office printers, ensuring 99% uptime and minimal disruption to daily operations
- Introduced automated ticketing workflows that improved help desk efficiency by 25%, significantly accelerating response times.
AT&T Network Field Engineer (On-Call)
Riverstreamz
05.2022 - Current
- Installed and configured network systems for corporate clients, optimizing performance and security
- Conducted troubleshooting and diagnostics, achieving a 95% first-time resolution rate for network issues
- Provided on-site support, reducing latency and ensuring stable network performance for key business operations.
Tech Support/Desktop Analyst
CG Technology
03.2014 - 06.2020
- Provided desktop and network support for 500+ users across multiple gaming properties, achieving a 98% satisfaction rate on resolved issues
- Managed Office 365 environment, streamlining account creation and troubleshooting processes for over 500 employees
- Improved network reliability by 15% through regular maintenance and optimization of Cisco routers and switches
- Installed and maintained security camera and VoIP systems across all properties, reducing unauthorized access incidents by 20%
- Reduced system downtime by 40% by developing and implementing enhanced troubleshooting protocols.
Education
Associate Degree in Computer Networking -
Coastline Community College
Garden Grove, CASkills
- Networking: LAN/WAN, TCP/IP, Cisco routers (1941, 2811, 2911) and switches (2960, 3650), EIGRP, OSPF, DHCP, HSRP, BGP
- Systems: Windows (XP, 7, 81, 10), Windows Server 2012, Linux (Kali, Fedora, Ubuntu, Debian)
- Security Tools: Kibana (ELK Stack), QRadar, Crowdstrike Falcon, Vectra, Sourcefire, OSINT
- Remote Support: Active Directory, VPN (SonicWall), VMware, Dameware, TeamViewer, RDP, GoToConnect
- Hardware Expertise: Dell, HP, Razer devices, Honeywell, HP, Kyocera printers, POS terminals
- Additional Skills: Printer troubleshooting, VoIP systems, A/V equipment, Surveillance systems, Asset management
Certification
- CCNP (Cisco Certified Network Professional)
- CASP (CompTIA Advanced Security Practitioner) – In Progress
- Linux Certification – In Progress
Timeline
IT Support Specialist
Main Electric Supply
08.2022 - Current
AT&T Network Field Engineer (On-Call)
Riverstreamz
05.2022 - Current
Tech Support/Desktop Analyst
CG Technology
03.2014 - 06.2020
Associate Degree in Computer Networking -
Coastline Community College
- CCNP (Cisco Certified Network Professional)
- CASP (CompTIA Advanced Security Practitioner) – In Progress
- Linux Certification – In Progress
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