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 create/delete user accounts, password resets, and grant accesses through adding users to AD groups.- Managed shared mailboxes and distribution lists through Active Directory and Microsoft exchange admin center. Tasks include granting / revoking shared mailbox accesses and add / remove users to distribution lists- Reset / Restart Citrix VDIs via VMware vSphere to resolve users' VDI access issue. - Assisted with user onboarding and offboarding - Investigated and resolved any issues related to software, hardware, printers, Citrix virtual desktops, Office 365 apps, VPN (GlobalProtect), and MS Teams as well as any other technical issues users are facing. - Utilized ServiceNow to log calls, create and resolve incident tickets & access requests.- Responded to tickets within 4 hours and resolved within 4 business days to meet SLA requirements.- Documented procedures and troubleshooting steps for future use.

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 IT support services remotely

* 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