D Li Email & Phone Number

Toronto, Ontario, Canada

• Worked as an IT Client Service Agent to provide solutions to client incidents and requests for service submitted via e-mail, phone or in person; maintained the security of client network, provided technical education for common software and hardware issues, maintained company IT knowledgebase of software productTechnologies used: Active Directory, SSO ServiceNow, Sharepoint, Airwatch MDM, Sametime, Bomgar, Trend Micro, Bit9, Trustwave VPN & Websense, Desktop Central, Anti-Spam, iCitrix, DNS, Office 365, Azure, InTune, Teams, Exchange hybrid environment, MS BitLocker

Toronto, Ontario, Canada

• Worked as a second level technical support for computer software, hardware and network • Project: Migration of Microsoft Server 2008 to 2012 in the company, creation and management of multiple domains in multiple locations, management of a variety of VPN, IIS AdministrationTechnologies used: Azure, Active Directory, Office 365, Project, Visio, VPN, PC/Server/Device fix, File and Print shares, Skype for Business, DNS, VMWare, Routers, MacOS

developing Management Information System (MIS) for an Import/Export company, providing support in the design and deployment of server and applications in Windows environment

working as an in-bound Technical Support representative in a call center environment (for Morgan Stanley Smith Barney), troubleshooting computer issues with IBM end-users, identifying hardware/software problems e.g. MS Office 2010 (Word, Excel, OneNote, PowerPoint)) and offer solutions for a specific IBM PC product line, providing live inbound telephone technical support consulting for IBM PC products to end user and business customer

helping customers solve technical problems and offering suggestions that provide a complete solution to their needs, accessing a state-of-the-art knowledge management database to research technical problems, offering advice to customers

instructing undergraduate students Software Engineering Design, Software Requirements, Testing and Risk Assessment and Algorithms and Data Structures for Object-Oriented Design (in Java); doing research in Component-based Software Engineering and Software Product Line (typical application including rapid prototyping and software project management)

Education record

Graduate Study in Software Engineering

Master'S Degree, Management Science & Engineering (Majoring In Information System)

2Nd Bachelor, Industrial Management Engineering/Management Information System

Bachelor'S Degree, Electrical And Electronics Engineering