Jacky Lin Email & Phone Number

Manage small projectsResearch a remote site’s existing infrastructure.Prepare existing/proposed site diagrams in VisioWork with other teams (firewall/infrastructure support) that assist deployment effort.Participate and or lead conference calls to customers to discuss the new infrastructure and the implementation requirements.Configure network hardware and software infrastructure including switches, routers, firewalls, gateways.Schedule site network outages to allow for installation of new equipment.Prepare cables and equipment for travel and arrange travel, hotels and vehicle for transportation to the site.Work with site personnel to ensure all applications and network connectivity is working correctly.Ensure that all equipment is configured according to industry standards and corporate best practices.Analyze and resolve faults, ranging from major system crash to a forgotten password.Work closely with other departments/organizations and collaborate with other IT staff on infrastructure activities.Assist with the creation, implementation and maintenance of standard operating procedures for equipment installation, configuration support, and division network operations which improve service and repeatability.Assist with maintenance and support of division and facility-level network security equipment, including but not limited to: network equipment, VPN concentrators, and firewalls.

Charleston, South Carolina, United States

Responsible for a variety of site-specific technical tasks including but not limited to active directory support, domain migration support, and general troubleshooting. Also be responsible for collaborating with various entities within the program to complete certain tasks in support of preparing the location for change from legacy medical computing environments to the joint Defense Health Agency network.Responsibilities Include Troubleshoot network printers, network firewalls, network servers, and other networked systems. Troubleshoot and resolve computer and other IT equipment problems and malfunctions. Assist in setting-up and upgrading computer systems for end users. Assist in troubleshooting LAN/WAN connectivity issues. Provide end user application training as needed. Provide IT support and service to end users. Ensure all IT systems are working efficiently and optimally.

• Manage VMware Environment • Supports Dell Storage, Server Backups, Windows Patching, McAfee ePO, Exchange 2016. • Manage Active Directory Which Supports over 200 users.

Charleston, South Carolina Area

• Administers systems for IT infrastructure including but not limited to: VMware ESX servers, telecomunications, VoIP (Voice-over-IP), FoIP (Fax-over-IP), PACS (radiology), audiology applications, MPLS and VPN connections, firewall port and access management, Office 365 Cloud, EMR (Electronic Medical Records) and PM (Practice Management) systems, Cisco/Meraki routing/switch management, various Windows domain management modules (Active Directory, Group Policy, DHCP, DNS).• Collaborates with vendors and contractors to complete enterprise projects and tasks as it relates to IT infrastructure.• Provides IT hardware and software support for end user population (nearly 300 users, over 10 offices plus several mobile locations) including but not limited to the areas of desktops, laptops, tablets, mobile devices, peripherals, and other related devices (such as modalities, credit card machines, audiology devices, etc.).• Acts as an IT liasion for the Director of IT at times with other departments and outside vendors as needed.• Responsible for gathering IT purchase request, managing inventory, processing warranty returns/replacements, and tracking assets for IT assigned devices throughout the enterprise.• Ensures that IT Security and HIPAA compliance guidelines are met, documenting and reporting any violation to the appropriate officals as needed.• Actively participates in new employee onboarding (orientation) presenting the IT Department's history, policies, and objectives.• Works with other IT team members in order to accomplish the organization's vision and goals under the guidance of the Director of IT.• Provides IT support afterhours remotely and/or on-site as needed based on organization's needs.

Charleston, South Carolina Area

• Identified project/production issues and works with IT Business Partner to provide solutions or escalates to avoid process delays• Utilized time management skills to accurately process orders to completion.• Maintained asset data accuracy by updating authorized fields within the company's proprietary asset management tools• Participated in Problem Management (triage) teams as required.• Performed evaluation of requests and recommendation of alternatives to improve cost efficiency.• Exhibited excellent teamwork, working with others across the organization in support of the customer requirements.• Communicated with team members when urgent issues arise.• Participated in lean activities and process improvement sessions as needed.• Ensured metrics are met and followed per leadership guidelines.• Escalated complex issues to appropriate team following customer specific escalation procedures.• Maintained accurate records of customer information to track customer history and reports.

Charleston, South Carolina Area

• Provided IT support for 700+ end users (staff, providers, and executives) over 40+ sites through helpdesk tickets,phone support, and in person (walk-ins or on-site).• Prepared new end user devices using Windows Deployment and secured devices with enterprise encryption.• Logged all support and procurement issues using Solarwinds Web Help Desk ticketing system.• Resolved end user connectivity and application issues within the Windows Server 2008 R2 Terminal Server farm.• Responsible for troubleshooting and warranty repairs for IT hardware and peripherals.• Prepared and deployed Cisco phones for end users across the enterprise.• Managed IT enterprise inventory with asset tagging and tracking with WASP (inventory software).• Provided IT software support for Healthcare applications (Electronic Medical Records system), Microsoft OfficeProducts (Office 2013/2016 + Office 365), and Cisco software products (softphone, and instant messaging).• Utilized ScreenConnect remote support tool to assist end users remotely.• Managed end user accounts through Active Directory (password resets, security/distribution groups, and othersecurity permissions).• Provided support for wireless connectivity (troubleshooting and configuration of devices).• Participated in 24/7/365 on-call weekly rotation to provide afterhours/weekend support services to end users.• Maintained security access for enterprise badge system for all employees, contractors, and guest.• Enforced HIPAA compliance and IT security policies, reporting all violations to IT management.• Decommissioned obsolete hardware, securely removing all data, and disposing through e-waste regulations.• Assisted IT management on various IT initiatives and projects as needed.