Heon Sang (Dylan) Lee Email & Phone Number

Toronto, Ontario, Canada

- Administered & managed users, groups, computers, and mobiles devices through Microsoft Intune. Tasks include reset MFA, reset mobile device passcode, lock/unlock mobile devices, and assign/remove licenses from users.- Managed LCBO internal employees' and vendors' domain accounts via Active Directory. Tasks are lock/unlock, enable/disable, and.

Toronto, Ontario, Canada

• Handled 30+ service desk calls a day as a first point of contact for the end customer company, Enbridge Inc.
• Calls include IT issue calls, incident / request update calls, and general inquiries.
• Resolved various issues including VPN connection, Office applications (Outlook / Teams / Excel), mobile, account, network folders, and system access issues at initial contact.
• Performed L1 troubleshooting by following knowledge articles, ticket templates, and advices from team leads as well as utilizing user management systems such as Intune and AD.
• If failed, routed to appropriate next level support for further assistance.

Hamilton, Ontario, Canada

* Assisted the clients with online orders and resetting password as well as installing software* Resolved clients issues regarding Microsoft Office applications (Outlook, Excel, Teams, and Word* Remotely assisted clients for re-imaging computers and creating new Windows / Outlook profile.* Routed calls / tickets to appropriate support groups* Provided the.

* Interacted with troubled customers on a constant basis and provided excellent services * Demonstrated good teamwork skills and problem-solving skills * Demonstrated ability to memorize various recipes and procedures in few days

Etobicoke ON

Worked as an IT co-op at S&C Electric Canada.Win 10 PC deployment and replacementTroubleshooting various issues for clients

Keswick, Canada

• Designing, creating, and managing MS Access Database
• Data entry as well as retrieving and printing data upon requests
• Minor office works such as moving stuffs and cleaning