Yuki Tanaka
Edison,NJ
Summary
Resourceful Technical Support Engineer polished in restoring system functionality by quickly assessing and resolving diverse hardware and software problems. First-rate troubleshooting, diagnostic, and repair skills combined with strong attention to detail and systematic approach.
Overview
24
24
years of professional experience
Work History
Lead Desktop Support Engineer
MUFG Securities
New York, New York
10.2019 - Current
- Provided high-level executive support and delivered white-glove service to senior management, ensuring seamless operations and a professional experience at all times.
- Delivered critical IT support to high-performance traders in fast-paced, high-pressure environments, ensuring minimal downtime and optimal system performance.
- Troubleshot complex technical problems with desktops, laptops, printers and peripherals.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Installed, configured, and maintained desktop equipment to ensure optimal performance.
- Assisted users with remote access tools for secure connectivity to bank systems.
- Configured Active Directory accounts for new users ensuring appropriate access rights are granted based on roles and responsibilities.
- Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
- Collaborated with other teams within the organization to resolve complex incidents quickly.
- Managed inventory of desktop equipment and coordinated hardware replacements.
- Developed and maintained detailed documentation of common issues and solutions to enhance knowledge base.
L2 Desktop Support Engineer
MUFG Bank
New York, NY
08.2014 - 09.2019
- Provided high-level executive support and delivered white-glove service to senior management and head office visitors, ensuring seamless operations and a professional experience at all times.
- Resolved critical IT issues under high-pressure conditions, ensuring minimal downtime for executives.
- Provided assistance in configuring mobile devices like tablets, phones, for corporate access needs.
- Installed and configured computer hardware, operating systems, applications and networks.
- Provided remote and on-site technical support for client desktop hardware, software and network connectivity issues.
- Managed ticketing system, ensuring all support requests were addressed in accordance with SLAs.
- Answered user inquiries to resolve computer software or hardware operation problems.
System Administrator
Pegasus Corporation of America
Miami, FL
04.2001 - 11.2011
- Provided technical support to users, resolving hardware and software problems efficiently.
- Trained staff members on various aspects of computer usage and software applications.
- Oversaw storage management, data migration, backups and drive replacements.
- Managed asset inventory and ensured accurate tracking of equipment and materials.
- Ensured compliance with relevant regulations in relation to asset management practices.
- Coordinated activities with suppliers, contractors or other departments.
- Avoided data loss by creating back-ups of programs.
- Monitored application and print servers, rapidly responding to faults and malfunctions.
Education
Bachelor of Science - Information Technology
Jacksonville State University
Jacksonville, AL12-2000
Skills
- Analytical and critical thinking
- Ticketing system management
- Hardware installation, troubleshooting, and assembly
- Team supervision
- Attention to detail
- Computer proficiency and Microsoft office
- FLUENT IN Japanese
References
References available upon request.
Timeline
Lead Desktop Support Engineer
MUFG Securities
10.2019 - Current
L2 Desktop Support Engineer
MUFG Bank
08.2014 - 09.2019
System Administrator
Pegasus Corporation of America
04.2001 - 11.2011
Bachelor of Science - Information Technology
Jacksonville State University
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