Henry Luu Email & Phone Number

Toronto

- Provide desktop support on site at Metro Hall and remotely.- Respond to User enquiries regarding IT service requests.- Consults with users concerning hardware/software problems and provides technical assessment, analysis, and resoution of problems an dissues.- Extracts information required to diagnose and resolve problems.- Installs and configures desktop related hardware and software.- Implements City-wide and Divisional hardware and software upgrades and projects.- Co-ordinates and/or escalates with internal and external groups, including vendors, on resolution of technical problems.- Follows up on probmes and keeps users informed until the problems are resolved. - Install and configure desktop related hardware and software.- Co-ordinate with external vendors on resolution of technical problems.- Follow up on issues with the Clients until the problem is resolved.- Participates in team projects and makes recommendations to enhance the quality and efficiency of support. - Provides inputs to the developments and improvements to current environment, policies and processes.- Provides training to clients in use of desktop technology.- Prepares documentation to facilitate transfer of knowledge.- Provides input for statistics and draft summary reports.- Documents solutions to hardware/software problems for users and other IT staff.- Collects and maintains asset inventory. Disposes of hardware and software.- Performs desktop related IT tasks in response to issues, client service requests, and operational requirements as assigned.- Travels within the City of Toronto as required. Travels to other GTA locations for training and adhoc computer support.

Toronto, Ontario, Canada

- Designated to be the first point of contact for all IT related issues.- Provided remote support to resolve issues involving VPN (Virtual Private Network), network connectivity, printers, scanners, smartphone devices, Microsoft Windows, Microsoft Outlook, software, and hardware related issues.- Helped to do password resets, VPN setups, resolve Outlook issues.- Used Zoom, Zendesk, TightVNC, and email to contact and communicate with clients and team members to resolve issues remotely.- Responsible for replying to clients on each incoming ticket and to forward the ticket to the right person or department to handle the issue.- Used Zendesk to manage ticket queue, update tickets, close tickets, reply to client inquiries, and to communicate internally with the IT department to resolve tough issues that require collaborative effort to fix.- Respond to incoming emails and tickets in a timely manner, usually within a minute.- Installed software remotely to client PC using KACE Systems Management software.- Able to multitask resolving issues, emailing clients, communicating with team members, and directing all incoming IT tickets to different IT teams.- Reset Client passwords using Microsoft Active Directory.- Supported Directors, executives, managers, supervisors, and office staff.- Able to close 50+ tickets a day.- Performed over 50 remote sessions in a day, which included responding to each ticket via email, phoning each user at the beginning of the remote session, directing each user on how to find their IP address, establishing a remote session, and performed software updates, all within about 5 minutes.- Serviced Xerox multi-function printers.

Toronto, Ontario, Canada

- Handled client interactions and managed queue using ServiceNow.- Provided on-site support and worked remotely to resolve VPN issues, network connectivity, printers, scanners, office phones, cell phones, software and hardware related issues.- Used cell phone, Skype, Microsoft Teams, and email to contact and communicate with clients and to resolve issues remotely.- Utilized Skype, GoToAssist.com, and DameWare to remote into the client laptop or PC, to troubleshoot and resolve the issue. - Ability to identify and escalate incidents that can’t be resolved by myself to the appropriate support group in a timely manner.- Utilized knowledge base (kb) and special diagnostic tools to solve incidents.- Communicated through Microsoft Teams to attend daily team meetings.- Ensure ticket information is accurate, updated with concise notes, and closed within Service level Agreement timeline. - Effectively communicated with Team Lead or colleagues to resolve difficult issues or to escalate issue to appropriate ITS level support group.- Resolved issues involving Microsoft operating systems, desktop and mobile device applications, email applications, and department specific software. - Troubleshoot specialized software like Adobe, DocuSign, and many others business applications.- Shared information with colleagues and trained clients regarding incidents so that it does not happen again in the future.- Utilized other online resources, like Google, to search for solutions for difficult problems.- Performed hardware upgrades and operating system upgrades involving laptops, desktop PC, monitors, webcams, docking stations, and other peripherals.

Scotia Plaza, Toronto, On

- 3+ years’ experience in IT support role in Scotiabank- Experienced in project planning, execution, monitoring, and resource management.- Excelled at translating technical terms and issues into plain English for Directors, Vice Presidents, and Senior Managers at Scotiabank.- Created new documentation and trained employees on complex Apple MacBook setup that meets the bank security standards.- Setup and configured MacBook with Virtual Machine running Windows OS.- Completed PC and laptop setups and configurations for Scotiawealth at their various branch locations.- Effective problem solver when troubleshooting bank applications and hardware in the executive office environment.- Strong proponent of knowledge transfer by effectively training, motivating, and mentoring new technicians in the department.- Strong collaborative and coordinating skills acquired while handling escalations and conflict resolutions.- Performed IMAC (Installs, Moves, Add, and Changes) activities including hardware rollouts and refreshes.- Communicate with shareholders to diagnose problem and propose solution.- Ensured client requests are resolved within service level agreement times.- Managed various projects (MacBook rollout, branch printer wifi issue, hardware disposals, and hardware moves).- Frequently travel to various locations in the Greater Toronto Area for bank issues, and as far away as Ottawa for bank projects.