Leland Chan Email & Phone Number

San Francisco, Ca, Us

Provide technical assistance and work with staff to determine needs; make recommendations based on the evaluation of those interactions. Installs, administers, maintains, and upgrades for operating systems. Responsible for developing and maintaining the base image used for imaging of all SFDA Workstation. Provide service improvements of the SFDA SharePoint Site Collection and several unit subsites. Primary SharePoint Admin for the District Attorney office. SF District Attorney website, web master: Responsible of / for making requested edits and updates to the department’s public website. Administrative Office365 products, California Law Enforcement Telecommunication System (CLETS); and Enterprise Chrome book. Troubleshoot research, diagnose, document, and resolve technical issues in Windows 10, Microsoft Office 365, and LAN/WAN connectivity issues. Triage and escalate complex issues. Create and maintain IT Documentation (how to’s) with non-technical terms that users can easily understand in order to troubleshoot system issues. User Accounts Management, groups, print queues and controlling access rights using Active Directory.

Provide stellar customer service for the Department of Education by responding to customer’s questions, concerns, and escalations. Responsible for first and second level support for all workstation, printers, copiers, phones (VOIP/mobile phones) and server related issues. Thoroughly diagnose client issues, troubleshoot to resolve at tier 1, tier 2, and escalated issues to tier 3 if problem is not addressed at support level. Create journals and consistently tracks all actions up until closure of ticket per SLA agreements. Technical Support:Provide remote helpdesk support via phone, in person and through BMC remedy ticketing system and Logmeinrescue for most issues relate to desktop software, hardware and peripherals. Maintain close contact and open communication with clients until an issue has been resolved and document\create detailed work logs and technical documentation.-Troubleshoot research, diagnose, document, and resolve technical issues in Windows 7, MAC OS, server 2008, Microsoft Office, Outlook, and LAN/WAN connectivity issues. Triage and escalate complex issues to upper management appropriately.-Assist with onboarding of new users and assign users and computers to the proper groups in Active Directory and maintain inventory of all equipment.-Proactively monitor client technology infrastructure to identify and resolve issues before downtime occurs. Conduct technical support in line with documented procedures; maintain hardware, software and network inventory, diagrams, and related documentation as needed. Provide managers with regular updates on common problems encountered and identify possible long-term solutions/improvements to reduce future problems.-Utilize all communication channels to inform team members of important issues and information which will help improve customer service and team performance.

Washington, Dc, Us

Office Automation: Entered data into the Case Management System (CMS) for all incoming complaints, compliance reviews and technical assistance activities on as needed basis to support administrative team; Performed intake functions using available technology resources to verify and report funding, and recipient/complainant information; Timely circulated information for case assignment; Uploaded documents onto the Data Management (DM) system in a prompt and accurate manner.Report Production: Provided quality control by proofreading reports and other documents for correct information; Maintained the archive of closed cases, identified missing cases, compiled reports, and applied data gathering methods to collect information. Customer Service: Assisted upset complainants by listening to them and successfully routing their calls to the appropriate party; Provided technical assistance in the form of information to complainants; Resolved complainant concerns and problems via telephone & written correspondence; Assisted complaints who alleged acts of discrimination by listening to them and providing advice on how to resolve issues through the OCR complaint process. TRAINING: Evaluated individual staff performance and recommend training to increase individual and organizational performance; Coached, mentored, and trained new clerks on administrative procedures; Facilitated training on the DM and technical computer issues.Asset Manager:Tracked IT equipment for the whole office, which included assistive technology equipment used by 110 staff member, shared equipment such as network printers, fax, copiers and telecom devices. Created Access database with forms to track equipment location, refresh, wipe and re-order as equipment reach their end of life. Worked with management to donate used equipment to qualifying schools. Wiped and destroyed sensitive data prior to equipment leaving the building.

Washington, Dc, Us

Information System Coordinator (Lead) Installed CPU’s and peripheral equipment Provided troubleshooting for computer system, fax, Xerox, and printers Planned and supervised the installation of new processing equipment and software Responsible for the maintenance of network operations related server operations, as well as network design, security and protocols Installed LAN systems with CAT 5 cabling  Managed and maintained Intranet database using SQL language Received awards of recognition for performance of duties  Installed, configured, and troubleshoot network client software Understands the network design, protocols, and security Provided Unit with customer services support regarding computer hardware/software issues.  Provided connectivity (LAN, Internet) troubleshooting and support for approximately 500 users. Used Asset Insight to keep track of the software installed on the PCs and then use Ghost to create images.Administration Clerk Ensured Service member records are up to date and current. Utilized 3270 and Unit Diary system to input service member information and entitlements. Called and setup appointments for members to fill out forms needed to update records. Completed Professional Leadership TrainingInternal Audit Analyzed and investigated service members’ records to ensure all records were up to date with correct policy and reporting procedures. Reported discrepancies to supervisor and made recommendations to unit under investigation to report and follow procedures in place.  Analyzed service members’ entitlements and corrected any discrepancies to accommodate pay for service members.

Bachelor’S Degree, Business Administration Information Systems

Transferable Units, Business Administration, Information System Technology

Computer Science