Jerry Ko Email & Phone Number

Greater New York City Area

The Lab Environment Manager works independently to build, manage, and maintain on-demand technical lab environments used by the Customer First teams that train, support, and implement Okta solutions. Duties And ResponsibilitiesCreate, test, deploy, and maintain a repository of on-demand training and test environments to support a diverse set of Customer First program requirementsAutomate the provisioning and de-provisioning of lab assets for training classes, certification exams, and on-demand lab requests.Integrate Okta Labs with the Learning Management System to automate lab requestsMaintain an application/ environment inventory library that fulfills curriculum developmentManage lab environment resource requestsDevelop data load and refresh scripts and integrations to improve the efficiency of lab operationsPartner with Engineering on Okta tenant provisioning and end-of-life processes and enhancementsCreate images and best practices for multi-server/workstation configurations hosted both locally on user laptops and on cloud hosted platforms such as ReadyTech, Skytap, or AWSMaintain 3rd party test integrationsPartner with Okta IT, Security, and Business Development teams to procure and manage 3rd party software budgets, contracts, purchase orders, and invoicesTrack usage and expense allocations by department; develop fiscally prudent recommendations to decrease costsFacilitate stakeholder steering committee meetings and independently project manage work streams to successfully deliver upon program goals

Islandia, New York

Installed and maintained Windows and desktop software, service packs, patches and anti-virus updates.Building virtualized environments which include Server 2012, Windows Server 2016, Windows 10 and CentOS. Responsible to support customers, internal employees having various issues related to curriculum content or with lab environment, servers, desktops and laptops.Support for remote and local learning centers providing desktop support for all technical related issues.Participated in revolving on-call schedule to provide 24/7 service to users. Manage in house service desk system to track and resolve escalated tickets.Transitioned to a hybrid offering of on premise learning center and using cloud technology to provide virtual lab environments for hands on training to customers and internal employees.Planned and implemented and maintained a Windows domain based infrastructure. Added and updated user groups and permissions using Active Directory.Streamlined and enhanced the education curriculum program from offering onsite only training to delivery of global world class virtual training experiences.Design and develop virtual hands on lab environments using Skytap cloud platform.Created courseware materials for student lab guides in conjunction with other instructional designers.Collaborated with colleagues in multiple roles (Subject Matter Experts, Developers, Support Engineers and Professional Services) to build technically accurate training environments that meets the learning objectives. Perform technical reviews of lab guides against hands on lab environment to ensure quality control. Identifying post production defects in curriculum training materials and worked with instructional designer towards a resolution to resolve the matter.Responsible to provide support to customers, internal employees having various issues related to curriculum content or with lab environment.

Islandia, New York

Support for local learning center, which includes deployment of labs for onsite classrooms.Performed testing hands on labs environment deployment, courseware and functionality. Generated detailed QA reports outlining results and recommendation. Helped uncover and fix virtual lab environment problems in order to reduce overall defect rates.Maintained and updated any needed system procedures and documentations.Consistently met deadlines and requirements for release of all production virtual lab environments.

Provided phone and chat-based support to an organization over 13000 users, including troubleshooting, diagnosing and resolving network-related issues.Provided Tier 1 and Tier 2 support for multiple hardware, software, networking, mobile device related issues.Maintained up-to-date knowledge of all software features, integrations and releases to properly assist end users.Consistently received high satisfaction ratings on feedback.Recipient of outstanding teamwork award acknowledging dedication to excellent support.

Identified and solved customer issues across hardware and software platforms. Managed Windows Server environments and technologies for 200+ remote and onsite users.Proposed plan and executed migration from Windows 2000 to Windows 2003, increasing security, scalability, and efficiency.Provided support resolving tickets related to hardware, software, and printers for 200+ computers and 60 printers.Performed security patches and updates for servers, workstations, and devices.Leveraged PowerShell to automate tasks and maximize productivity.Regularly evaluated servers and successfully maintained uptime of 97%.Monitored and updated user groups and permissions, using Active Directory.Implemented more frequent backups to increase environment security.

Bachelor Of Technology, Network Administration

Associate, Computer Systems Technology