Albert Shin Email & Phone Number

United States

Portland, Oregon Area

• Managing and leading day to day activities for internal and external support teams.• Working with internal and external support staff solving Tier 1 and Tier 2 requests regarding hardware, software, and system related issues, escalating Tier 3 requests to System Admins.• Maintain the integrity, security, and performance of corporate laptops and cloud workstation VM’s through proactive monitoring and quick problem resolution. • Provide technical leadership, mentoring, and coaching… Show more • Managing and leading day to day activities for internal and external support teams.• Working with internal and external support staff solving Tier 1 and Tier 2 requests regarding hardware, software, and system related issues, escalating Tier 3 requests to System Admins.• Maintain the integrity, security, and performance of corporate laptops and cloud workstation VM’s through proactive monitoring and quick problem resolution. • Provide technical leadership, mentoring, and coaching for staff while fostering a culture of accountability, innovation, and team building. • Review client support surveys to enhance client satisfaction, striving for a superior support experience with our internal staff and external Member Firms.• Evaluate salesforce metrics, creating reports, and analyze ticket data to identify trends and opportunities for improvement, while ensuring Service Level Agreements (SLAs).• Responsible for M hardware inventory consisting of physical hardware including laptops, desktops, monitors, MiFi’s, and other necessary equipment.• Create documentation, providing tutorials to end users for hardware/software functionality.• Work with technical team to identify and evaluate new technologies and refine existing ones.• Ensure timely user notification of maintenance requirements and effects on system availability. • Participate in the rotation for 24x7 on call support.• Maintains professional and technical knowledge by attending workshops, reviewing professional publications and websites, establishing networks, participating in professional organizations. Show less

Portland, Oregon Area

-Provide PC support for desktops/laptops, software installation-Built and repaired desktops, laptops, hardware upgrades/replacements-Responding to ticket requests, phone calls, emails, providing support for staff of Trillium, troubleshooting and resolving issues related to hardware, software, mobile devices-Administered to Windows Servers, Mitel IP Phone Systems, File and Print Servers, Active Directory, Microsoft Exchange Servers, Unifi AP Wireless Systems, Office 365… Show more -Provide PC support for desktops/laptops, software installation-Built and repaired desktops, laptops, hardware upgrades/replacements-Responding to ticket requests, phone calls, emails, providing support for staff of Trillium, troubleshooting and resolving issues related to hardware, software, mobile devices-Administered to Windows Servers, Mitel IP Phone Systems, File and Print Servers, Active Directory, Microsoft Exchange Servers, Unifi AP Wireless Systems, Office 365 -Traveling to locations to provide on site support-Training new support staff when hired Show less

Cashiering, managing orders and inventory, responsible for handling training, working shifts up to 14 hours.

Handling potentially 80 or more calls daily, striving for one-call resolution, meeting and also exceeding monthly sales goals, achieving agent of the month title.

Opened services to students and faculty involving computers and internet, troubleshooting and assisting using software provided by our facilities, rotating schedules while working and being a full-time student