Jenny Yang Email & Phone Number

Markham, ON, CA

Markham, Ontario, Canada

Canada

• Handle 1st/2nd level end-users support on inbound call and IM/email enquiries, troubleshoot and resolve issues
• Provide IT Ticketing System support to CA, USA, South America and Europe, summarize and report analysis periodically
• Install and configure computer hardware, software, systems and networks
• Purchase, distribute and manage Canada site IT assets
• Document problem solving steps and create user guide
• Manage user account, permission and license

Markham, ON

• Support desktops, laptops and local servers; prepare technologies for staff
• Manage replacement strategy for internal desktop items; plan for and install software upgrades/replacements
• Liaise with Global IT staff for issues relating to the network, including LANs, internet connections and remote connections
• In charge of device collection, configuration and upgrade Windows 7 computers to Windows 10
• Participate in Office 365 migration project and successfully manage data migration and account activation
• Support staff telephones and other communication technology

Toronto, Canada Area

• Support Elections Ontario’s first ever EMS Technical Voting System successfully, close 95% of trouble tickets on the first call without escalation
• Conduct hardware/software/network/telecom installation/maintenance work
• Provide 2nd level onsite and remote technical support over 124 sites with over 50 Thousand users within Ontario region in a timely and accurate fashion
• Commend for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more
• Maintain multiple databases and applications related to election information, following and applying defined parameters and business rules for the collection and maintenance

Ontario, Canada

• Maintained, troubleshot and administered the use of networks (LANs and WANs), computer workstations, peripheral equipment and phone systems
• Performed hardware and software installations and provided end-user training, and technical support
• Maintained office supplies and IT equipment, sourced competitive products and reduced cost
• Qualified software and hardware of computers, and documented related problems and technical resolutions
• Administered and maintained internal database management systems with Access and SQL
• Monitored and maintained IT standards and procedures, ensuring they were updated to reflect regulatory, technical issues and best practice requirements

• Planed, recommended and designed internal network solutions
• Provided problem-solving services, identified and documented technical issues
• Performed set-up, break-down, and transported of office equipment on an as-needed basis
• Analyzed system requirement and liaised with vender in delivery agency new website
• Administered and maintained MS Access clients databases