Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Michael Huang

Roseville,CA

Summary

Detailed-oriented IT professional with over 20 years of hands-on experience in technical support, project management, and team build-up and development, in addition to hardware, software, and network troubleshooting, maintenance, and upgrade. Outstanding communication, time management, and analytical skills. Service-oriented and result-driven for the highest satisfaction from end users. Team lead and team players as well. Multi-culture background with trilingual speaking skills.

Overview

32
32
years of professional experience

Work History

Computer System Analyst / Team Lead

Gap Inc.
07.2013 - 08.2023
  • Provided comprehensive support to Gap global and franchised stores, troubleshooting hardware, firmware, software, and network issues, and ensuring timely issue resolution.
  • Managed and maintained organization's Active Directory infrastructure, including user account provisioning, group policy management, and security configurations to ensure up-to-date and accurate
  • Collaborated with other managers and team leads as well as cross-functional teams to plan, design, and implement mobile devices, applications ( iOS / Android), firmware, security, and network solutions, ensuring high availability, scalability, and reliability
  • Developed user-friendly documentation in Service Manager application and conducted training sessions to empower helpdesk analysts with needed IT Skillsets, knowledge base, and self-help tools for exceeding the goal of end users
  • Supervised and assisted team lead line for high-severity issues, provided next-step action, resolutions, or escalations, and submitted SLA and TCT reports for senior management teams daily, weekly, monthly, and quarterly.
  • Partnered and liaised with other corporate teams, vendors, and service providers for any special project, repair, upgrade, or any outages including any unexpected incidents, in addition to applying proactive monitoring via various tools of Jenkins, Nagios alerts, and other monitoring dashboards to help pinpoint any existing issue and action for resolution upfront
  • Assisted setup and testing for new stores regarding hardware, software, network, and other facilities during trial run before grand opening
  • Conducted regular system updates, patches, and antivirus installations to safeguard network against security threats.
  • Implemented and maintained backup and disaster recovery strategies to protect critical data and minimize downtime.

Network Administration and Technical Support

Macally USA, Mace Group
05.2008 - 06.2013
  • Network Management including Windows 2008 server management- Active Directory Management and new server setup, SBT and X server management
  • Email System Management, including ISP Pop3/IMAP and SMTP setup with MS Outlook, Mac OS Mail, Entourage, and iPhone and Android Smart Phone email system
  • VPN and remote Access and technical support and VOIP device setup, Router Management for Network Bandwidth Monitoring, and Limit Setup per User Group
  • Phone and online technical support to Apple Mac Peripherals to analyze and troubleshoot problems and find solutions
  • Installed, modified, cleaned, and repaired computer hardware and software
  • In addition, prepared training manuals and train computer users in how to use new computer hardware and software
  • Monitored computer operation and daily performance to decide necessity of system upgrades and replacement
  • Performed Quality Assurance for Customer Service as per company service standards New Sample Quality and functional tests and recommendations for improvement as well as Apple ATS certification preparation
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided guidance on installing and integrating new hardware components and software to remote clients.
  • Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.

Quality Assurance and Inspector

Surface Mount Technology Center Inc
11.1996 - 02.2005
  • Computer-based testing station and server installation with loading of different drivers as per graphic card model production, Test run and bug reporting
  • Maintained workgroups and local network and database updating for stocks and order
  • Back-up server and set up RAID for testing stations on daily basis
  • ATI Graphic Card visual & mechanical inspection as well as functional testing on the testing station while running the related driver software
  • Performed soldering when repair needed and re-testing for re-furbished circuit board
  • Conducted floor ISO 9001 inspection and production procedures
  • Prepared reports, data and coordination between suppliers and end users

Assistant

Nestle China Ltd
09.1991 - 02.1996
  • Applied for business license, land lease, and tax registration for four manufacturing plants in China
  • Negotiated contracts with civil designers and constructors phase by phase
  • Recruited technical staff and food specialists and coordinated with head office for project updates
  • Imported packaging line from Europe and coordinated installation, commissioning, and test run with contracted installation team leaders

Education

MBA - Business Management

SEDI
Toronto Canada

GED -

Microsoft
Toronto Canada

Bachelor of Arts - English And International Trade

Tianjin Foreign Study University
Tianjin China

Skills

  • O365, SharePoint and Outlook
  • Operating Systems: Windows (all versions), macOS, Linux
  • Helpdesk Software: ServiceNow, Zendesk, Jira
  • Networking: Cisco, TCP/IP, DNS, DHCP, VPN
  • Active Directory: User account management, Group Policy, DNS, DHCP
  • Hardware: Desktops, laptops, printers, routers, switches
  • Security: Antivirus, firewall configurations, security best practices
  • Remote Support: Team Viewer, Remote Desktop Protocol (RDP), SCCM

Affiliations

References Available Upon Request

Timeline

Computer System Analyst / Team Lead

Gap Inc.
07.2013 - 08.2023

Network Administration and Technical Support

Macally USA, Mace Group
05.2008 - 06.2013

Quality Assurance and Inspector

Surface Mount Technology Center Inc
11.1996 - 02.2005

Assistant

Nestle China Ltd
09.1991 - 02.1996

MBA - Business Management

SEDI

GED -

Microsoft

Bachelor of Arts - English And International Trade

Tianjin Foreign Study University

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