Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Generic

Stephen Lac

Philadelphia,PA

Summary

Detail-oriented and organized Technical Support Representative with a strong foundation in troubleshooting, desktop support, and Jr. system administration across Windows and Mac platforms. Recognized for efficiently resolving issues on the first call and effectively meeting tight deadlines. Experienced in identifying and understanding the needs of both business and home users, with a solid background in engineering project management, including load and cost calculations and setting clear project parameters. A proactive, enthusiastic team player with a meticulous approach to delivering quality support and contributing to overall company success.

Overview

10
10
years of professional experience

Work History

Lab Ops Engineer

Source One deployed at Johnson & Johnson
10.2024 - Current
  • Business IT support for diverse lab environments
  • Responsibilities include creating and documenting support tickets, managing paperwork, and providing end-to-end technical support for various lab equipment
  • Well-versed in understanding and fulfilling lab-specific requirements, including GxP (Good Practice) and non-GxP compliance, ensuring all processes adhere to industry standards and regulatory requirements
  • Demonstrated ability to streamline documentation and troubleshooting processes, enhancing efficiency and compliance in high-stakes laboratory settings.
  • Participated in formal internal design reviews of proposed products and components.
  • Wrote, reviewed and edited technical document in accordance with template requirements.
  • Conduct meetings to guide scientists in developing lab environments that align with business goals and meet compliance standards.

IT Analyst

Berger Montague
12.2023 - 08.2024
  • Expertly manage and configure firm-wide IT infrastructure using Intune and Autopilot, ensuring efficient deployment and security of devices and applications
  • Administer Enterprise Mobility and Security (EMS) suite to safeguard access to corporate data across various devices, maintaining stringent security standards
  • Oversee the iManage Document Management System, ensuring optimal document storage, retrieval, and collaboration capabilities
  • Provide comprehensive technical support and training to staff, enhancing overall IT literacy and troubleshooting common hardware and software issues
  • Lead critical IT projects, including software upgrades and new technology implementations, consistently delivering on time and within budget
  • Uphold strict IT security and compliance standards in line with industry best practices and firm policies, conducting regular audits and implementing necessary security protocols
  • Conduct data analysis and generate detailed reports on IT operations and system performance for senior management
  • Liaise with external vendors for the acquisition and management of IT solutions, fostering strong, productive relationships
  • Continuously explore and introduce innovative IT solutions to drive efficiency and competitiveness in the firm's operations
  • Develop and maintain robust disaster recovery and business continuity plans, ensuring minimal service disruption during emergencies.
  • Re-engineered existing computer systems to promote ease-of-use and improve system security.
  • Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.

Deskside Services

Morgan and Morgan
01.2023 - 12.2023
  • Provide on-site support to users
  • Install and fix printers and set up network scanning
  • Onboard new hires using Adaxes
  • Assist customers in identifying issues and explaining solutions to restore service and functionality
  • Used ticketing systems to manage and process support actions and requests
  • Travel to different state sites as needed to decommission offices and support trials.
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Explained repair and maintenance procedures to customers for full comprehension.

Desktop Support Specialist

Turn 5, Inc
04.2021 - 01.2023
  • Resolved level 1-3 software and hardware tickets promptly and professionally
  • Installed and configured desktops, laptops, printers, and other equipment
  • Managed active directory and JIRA ticketing system
  • Provided support through phone, Teams, and email
  • Trained new hires on various systems and software
  • Collaborated with business partners and internal stakeholders to optimize the scheduling of repair and upgrade jobs, minimizing resource availability disruptions
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.

Training IT Manager

MMCO Auto
07.2016 - 08.2017
  • Implemented IT support ticketing system for increased efficiency and organization
  • Troubleshoot network and internet issues to ensure efficient sales protocols
  • Monitored and resolved software/hardware conflicts across five dealerships
  • Imaged and decommissioned hardware
  • Communicated all learning and performance objectives, schedules, and training assessments to upper management
  • Trained new hires to perform cross-training exercises with experienced workers.
  • Oversaw IT department operations and training.
  • Managed network and system performance, conducting troubleshooting, security patching, and maintenance.

Information Technology Specialist

L3, Xerox, (CompuCom)
05.2014 - 07.2016
  • Collaborated with vendors at Spring House to perform maintenance and repair of laboratory equipment
  • Resolved and assisted scientists with IT issues, actively troubleshooting requests to ensure minimal disruption
  • Managed procurement of PC hardware and software through various vendors, facilitating the acquisition process
  • Orchestrated solutions across different associated groups to reach effective resolutions for complex challenges
  • Employed innovative methods to assist scientists with a variety of problems, delivering practical and resourceful solutions
  • Utilized the IRIS ticketing system to efficiently submit requests and monitor workflow progress
  • Imaged over 1,000 desktops and laptops for both new and existing employees, ensuring a smooth onboarding process
  • Demonstrated expertise in configuring Proxy PC setups, file sharing, and managing Windows folders and file permissions
  • Integrated vendor PCs into the JNJ domain using GxP-approved scripts or a light-touch process, ensuring seamless network connectivity
  • Configured MLL PCs with specialized lab instruments, such as analyzers, centrifuges, CO2 incubators, and protein purification systems
  • Fostered strong relationships and supported key vendors, including Agilent and Thermo Fisher
  • Collaborated closely within a team to maintain common goals and aid when needed
  • Took on a training role during the acquisition process, sharing expertise and knowledge with the team
  • Conducted daily system monitoring to ensure the integrity and availability of hardware, server resources, systems, and critical processes
  • Ensured a superior user experience by proactively supporting and communicating system changes to users.
  • Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
  • Used ticketing systems to manage and process support actions and requests.

Education

High School Diploma -

Community College of Philadelphia
Philadelphia, PA
07.2008

Associate of Applied Science - Information Technology

Community College of Philadelphia
Philadelphia

Skills

  • Technical Troubleshooting: Extensive experience in diagnosing and resolving hardware, software, and network issues across Windows, Mac, and mobile platforms
  • Customer Service & Communication: Strong ability to communicate technical information effectively to non-technical users, with a focus on customer satisfaction and issue resolution
  • Incident Management: Skilled in prioritizing and managing high volumes of tickets in help desk environments, using tools such as ServiceNow and JIRA
  • Systems Administration: Proficient in administering Windows Server environments, managing user accounts, permissions, and group policies
  • Network Configuration & Support: Experienced in configuring and troubleshooting LAN/WAN networks, including VPN setup and network security protocols
  • Data Backup & Recovery: Knowledgeable in implementing and managing data backup solutions and recovery procedures
  • Virtualization: Experience with VMware and virtual machine management for efficient resource allocation and system operations
  • Microsoft Office 365 & Intune Administration: Proficient in Office 365 management, including email configurations, user management, and mobile device management through Intune
  • Documentation & Process Improvement: Skilled in creating, maintaining, and improving IT documentation, policies, and workflows to enhance operational efficiency
  • Security Compliance: Familiar with security protocols, monitoring, and compliance requirements to protect data integrity and ensure regulatory compliance

Languages

Chinese (Cantonese)
Limited Working

Timeline

Lab Ops Engineer

Source One deployed at Johnson & Johnson
10.2024 - Current

IT Analyst

Berger Montague
12.2023 - 08.2024

Deskside Services

Morgan and Morgan
01.2023 - 12.2023

Desktop Support Specialist

Turn 5, Inc
04.2021 - 01.2023

Training IT Manager

MMCO Auto
07.2016 - 08.2017

Information Technology Specialist

L3, Xerox, (CompuCom)
05.2014 - 07.2016

Associate of Applied Science - Information Technology

Community College of Philadelphia

High School Diploma -

Community College of Philadelphia
Stephen Lac