Barney Chan Email & Phone Number

Auckland, New Zealand

•Provide Support to Cloud Services customers.•Support Cloud Services customers with IaaS, VMware; BaaS for Veeam; and FaaS for Fortigates•Manage and configure VMware Cloud Director and VMware VSphere platform•Manage and configure Veeam Back and Replication Platform•Manage and configure Fortigate Firewalls •Maintain documentation within Confluence for all Cloud Services processes•Onboard and offboard Cloud Services customers to the IaaS, BaaS, and FaaS platforms•Patch bugs/fixes for VMware platform, VCD, Appliance, and VSphere environment. •Patch bugs/fixes for Fortinet Fortigates Firewalls•Patch bug/fixes for Veeam Back and Replication platform•Patch bug/fixes for SaaS platform, Pure Storage

Auckland, New Zealand

• Provided senior support to all 2Degrees Staff in New Zealand offices for support in end user systems. • Diagnose and troubleshoot Windows and MAC Operating Systems. Diagnose networking issues and hardware/software support. • IT Procurement using Microsoft Dynamics365 (all IT equipment for 2Degrees staff)• Set up on boarding and off boarding users in Active Directory and Azure. Configure Active Directory groups for users and off boarding resign user accounts and groups. • Troubleshoot and resolve Email issues. Recognize and diagnose spam and phishing emails. • Set up all end users computing platforms and configured all printers on the network.• Performed technical writing for process and procedures. Ensure the documentation are up to date. • Organized staff users from legacy systems to new systems• Created and configured Windows operating systems images for deployment for desktops and laptops. Ensure OS images are up to date. Configured laptops images with Microsoft InTune. • Managing and deploying applications with Microsoft Intune with Autopilot.• Migrating users from domain to Microsoft Intune. • Supported HP, Dell and Lenovo laptops and monitors. • Administer user’s security access with Gallagher

Auckland, New Zealand

•Provided support to all Vocus Staff in Australia and New Zealand offices for support in end user systems.•Diagnose and troubleshoot Windows and MAC Operating Systems. Diagnose networking issues and hardware/software support.•Set up on boarding and off boarding users in Active Directory and Azure. Configure Active Directory groups for users and off boarding resign user accounts and groups. •Troubleshoot and resolve Email issues. Recognise and diagnose spam and phishing emails.•Migrate email system from On-Premises Exchange to Office 365. •Assisted in the Newmarket, Wellington Office move, and various other offices moves. Set up all end users computing platforms and configured all printers on the network.•Performed technical writing for process and procedures. Ensure the documentation are up to date. •Organized staff users from legacy systems to new systems•Created and configured Windows operating systems images for deployment for desktops and laptops. Ensure OS images are up to date. Configured laptops images with Microsoft InTune. •Managing and deploying applications with Microsoft Intune with Autopilot.•Migrating users from domain to Microsoft Intune. •Supported HP, Dell and Lenovo laptops and monitors. •Administer users’ access with Gallagher

Configuring and installing desktops and printers for the new Laguna Honda HospitalDeveloping and maintaining desktop standard images for different departmentsTesting new computers and configuring specialized software for each departmentTroubleshoot, research, and resolving network connectivity issues. (Cisco NAC agent)Creating process documentation for IS department.Implementing test cases (UAT) for departments prior transitionPerformed User Acceptance Testing (UAT) for each departmentResolving known bugs for desktop imagesSupporting daily desktop support tickets for Laguna Honda HospitalMaintaining Information Systems asset databasesEnsure machines were up to date with the latest Window Patches and custom software packagesAdministrating desktop/laptops with Symantec AltirisInstalling and configuring Microsoft Operating Systems and softwareConducting analysis, research, and testing for technical issues

Desktop support for internal employees at Google. Troubleshoot computer issues. i.e. Linux (Ubuntu), Macintosh, Windows, and blackberry issues.Setting up computers, installing software, writing process documentation. Assisted users with different type of laptops. i.e Lenovo and Apple.

Troubleshoot desktop/laptop issuesCreate Knowledge Base articlesSupport Windows platforms – XP and VistaSupport Macintosh platforms – Tiger (10.4) and Leopard (10.5)Support Linux platform – UbuntuInstall software applications and assist users with software.Set up new employee machines

Resolve highly escalated issuesEscalated engineering bug issues with engineeringAnalyze other product features, i.e. driver logs, customize switches, and WIFI issues.

Support a Mobile Resource Management product.Supporting 4 Strategic Accounts (AT&T, Bellsouth, Verizon, Qwest)Troubleshooting technical issuesAnalyzing engineering reportsDiagnosing trouble issues with field techniciansHandled phone, email, and ticket system supportResolved escalated issues (AT&T related)Prepare Process DocumentationAssisted the Post Installation TeamInstructed team training for new hiresAuditing process procedure for each Technical Support RepresentativeProcess RMA’s

• Resolve highly escalated issues• Creating part# for escalated engineering related issues • Analyze other product features, i.e. driver logs, customize switches, and WIFI issues.• Support a Mobile Resource Management product. • Supporting 4 Strategic Accounts (AT&T, Bellsouth, Verizon, Qwest)• Troubleshooting technical issues • Analyzing engineering reports • Diagnosing trouble issues with field technicians • Administrating over 50 service requests• Handled phone and email support. • Resolving escalated issues (AT&T related)• Preparing Process Documentation• Assisted the Post Installation Team• Handled Cingular SIM Card issues • Instructed team training for new hires• Auditing process procedure for each Technical Support Representative• Process RMA’s

• Administrated daily IT tasks• Ensured computers are working properly• Maintained up to date virus definitions for Anti Virus program• Monitored computers • Troubleshoot printer issues

Administrated daily IT tasksEnsured computers are working properlyMaintained up to date virus definitions for Anti Virus programMonitored computersTroubleshoot printer issues

• Online Classified Ads Customer Support• Supported 28 different Newspaper Markets across the U.S.• Phone and Email Support• Compiled weekly reports• Performed Weekly Data back-ups• Participated in creating an Access database for documentation purposes• Assisted in feedback to engineers for improving system• Reported Bugs in system.

Supported 28 different Newspaper Markets across the U.S.Phone and Email SupportCompiled weekly reportsPerformed Weekly Data back-upsParticipated in creating an Access database for documentation and metrics.Provided feedback to engineers for improvements.Reported Bugs to engineering.

Bachelor Of Science, Business Administration; Computer Information Systems

Education record