Derek Yiu Email & Phone Number

Chicago, Il, Us

Portland, Oregon Area

Cloud Support Engineer (2019 - 2021)Provide support to customers using AWS Products: EC2 Windows, WorkSpaces, AppStream 2.0, CloudEndure, Systems Manager and Directory Services.➢ Created new hire documentation for team, helping lower onboarding time.➢ Mentored other engineers in understanding technical details of AWS products to troubleshoot and resolve customer issues.➢ Helped with job shadowing for internal employee program interested in changing roles for AWS Support.➢ Co-lead cohort of new support engineer hires in AWS Premium Support department, where I led several training sessions and helped new hires in navigating Amazon.

Austin, Texas Area

Windows Administrator III (2017 – 2019)Windows Administrator II (2016 – 2017)Windows Administrator I (2015 – 2016)Provided support to customers via email, phone, and ticketing system as a subject matter expert in collaboration with other employees. Served as Sophos and SSL Subject Matter Expert for team and other Systems Administrators.➢ Served as Level 3 escalation point for other Windows Administrators, troubleshooting and resolving enterprise and SMB customer problems.➢ Advised and consulted with customers to improve and mitigate their server environment issues, providing recommendations on server and product changes.➢ Trained and mentored new employees on internal tools, processes, and other technical areas, improving the team’s knowledge of proprietary applications and tools.➢ Resolved and prevented frequent and repetitive support issues by performing as member of the Repetitive Alerts team. Improved customer experience.➢ Interviewed and screened Systems Administrator candidates via phone, in person, or video conferencing, filling 6 Systems Administrator positions.

Clayton, Mo

Systems Administrator (2014 – 2015)Promoted to mentor and develop new team of System Administrators providing 24x7x365 Tier 2 support for Windows Server incidents.➢ Monitored Windows Server environment using System Center Operations Manager (SCOM) and HP System Insight Manager, maintaining uptime. Executed changes and updates for the Windows Server environment.➢ Mitigated security risk and decreased the impact to users by assisting Windows Desktop team in troubleshooting and remedying BitLocker failures on company laptops after hours.➢ Performed rack changes, backups, application installs, and software updates and patches, keeping systems operating at peak efficiency.➢ Authored high-impact resolution identification and documentation in the ServiceNow knowledgebase, providing Tier 1 team with tools and techniques to resolve problems during initial customer calls.➢ Met and exceeded SLA/OLA in deadline-oriented environments by responding within documented timeline.Operations Analyst (2012 – 2014)Computer Operator (2011 – 2012)Coordinated projects, trained employees on new procedures and applications, created/updated documentation, identified and troubleshot issues, managed and supported automated FTP jobs, and partnered with other IT groups to facilitate objectives.➢ Monitored computing systems and executed remediation runbooks that improve SLA and availability of applications on various infrastructure (Microsoft Server, AIX, IBM iSeries) to business.➢ Improved IT Operations efficiency by analyzing processes and recommending changes to management.➢ Collaborated with Windows Server Support Team, identifying and transitioning repeatable work.➢ Escorted vendors and completed checks of data center facilities, confirming equipment is functional and secured.➢ Executed backups and job processing for iSeries (AS/400) systems and participated in disaster recovery exercises, confirming that systems restoration was successful.