Ge Qu Email & Phone Number

Montreal, Quebec, Canada

Montreal, Quebec, Canada

Montreal, Quebec, Canada

Montreal, Canada Area

•Manage systems and network support team in a help desk environment providing 24 hour support to over 3000 workstations and 250 servers across the organization•Design, Manage and maintain network infrastructure for different custumers•Responsible in preparing and update network-related documentation such as physical and logical diagrams•Configure and assemble new network devices (Cisco/HP LAN switches, Cisco Router, Cisco ASA security appliance etc)•Implement change management protocols, and assist with deployment for network security policy and procedures•Maintain and support a Windows 2008 R2 domain across the organization with several domain controllers physically located in different locations•Maintain and Setting up DHCP, DNS, DFS and Print servers•Implement and Maintain GPOs to lock down workstations across the enterprise•Maintain and manage Active Directery for users and work stations across the enterprise•Experience working in an environment composed of 80% virtual servers running on vmware ESXi 4 and 5 (over 17 hosts serving over 150 virtual machines using various operating systems ) •Manage applications across multiple servers/platforms in several provinces (SEPM, AVG, WSUS, MS ISA Proxy, Squid, SharePoint Services,HP SIM, Nagios, OpenNMS network monitoring services)•Maintain multiple intranet sites and SharePoint services including updating content, monitoring use and ensuring effective functioning sites•Actively involved in implementing policies and procedures to ensure PCI compliance and currently involved in PCI certification process

Montreal, Canada Area

1360 Rene-Levesque West,Montreal,Qc,H3G 2W6,Canada

• Responding to all user inquires via phone and email• Trouble shooting and resolving issues that user reported, such as hardware issue, network connection issue and software issue and so on• Responsible for ID provisioning process (creating new IDs, granting user certain access upon approval, disable/revoke access etc.)• Training the entire Montreal team to be able to handle issues from Manitoba Government clients• Making training plans and documentations to help agents better understand the processes• Defining / re-defining work procedures to clearly state the client's needs and trouble shoot steps

1360 Rene-Levesque West,Montreal,Qc,H3G 2W6,Canada

• Responded to all user inquires regarding of hardware, software, access credential and networkissues as the first contact line of support team-- Supported Hardware: printer, screen, monitor, mouse, keyboard etc-- Supported Software: MS office, Lotus Notes, Citrix, Bridge etc-- Supported Network issues: LAN and WAN connectivity, Share drive etc-- Supported Access Credential issue: Active Directory, Cisco VOIP, AS400 etc-- Other supported issues: HR termination report, Time & Expense report, PeopleSoft finance etc• Investigated and resolved the problems that users have via telephone• Reported major incidents that affected multiple users to onsite support team• Cooperated with different support team and higher level of support team to resolve issues• Directed the users to the relevant department for the issues when it’s needed• Routed and escalated certain cases to next level of support teams• Verified and converted offline tickets for new agents who are in training

· Responded to End-User network connection problems over telephone· Assisted End-Users to resolve the network connection problems on various devices· Escalated certain End-User inquires to different departments in the company· Trained new support agent

Master Of Engineering (M.Eng.), Information Systems Security, 3.66/4.0

Bachelor Of Engineering, Computer Science And Technology 2007, 3.8