John C. Email & Phone Number

San Mateo, California, United States

San Mateo, California, United States

San Mateo, California, United States

San Mateo, California, United States

San Mateo, California, United States

Through a risk-based approach, I'm helping build an IT infrastructure that supports the agility, complexity, and scale of the metaverse.What powers your imagination?

Palo Alto, Ca

● Supervise help desk team of 8 in a hybrid environment, supporting 1,500+ students, faculty and staff globally● Triage tasks, balancing I.T. personnel, resources and workflow across multiple campuses● Interview, hire and train new I.T. staff members● Analyze monthly reporting in Zendesk statistics to identify key areas for improvement● Process Improvement over 2016: - Created macros and triggers which reduced help desk first response time by 32% - Analyzed ticket patterns and retrained staff leading to a 47% decrease in full resolution time - Overall impact leading to 91% of tickets closed in two days or less, 13% improvement over the year● Lead projects, coordinating internal and external teams to successfully implement new technologies and upgrades● Manage vendor relationships, review and maintain service contractsIn addition to the duties as I.T. Help Desk Technician

Palo Alto, Ca

● Tier 2 technical support for end users, locally and remotely via telephone or Zoom● Active Directory administration, experienced with account creation, security group permissions, OU membership and batch files● Maintained software catalogue and license compliance● Coordinated and executed A/V event set up for presentations and speaking events● Managed Avaya IP Office phone system and staff wireless accounts● Troubleshot VPN access for remote users● Oversaw I.T. asset inventory for all computers, monitors, printers and peripherals● Enforced endpoint encryption and security through Sophos Enterprise Console● Contributed to growing I.T. knowledge base and service catalogue with proper documentation

San Jose, Ca

● Provided Tier 1 desktop support for 100+ users on premise and off-site in a Windows based environment● Supported clients remotely via telephone & Remote Desktop Protocol● Documented all help desk ticket resolutions in Spiceworks Help Desk● Monitored the health of end points through Kaspersky Antivirus Security Center● Built and maintained all system images through Norton Ghost/Windows PE● Responsible for company-wide laptop/desktop deployment and new hire I.T. orientation● Managed domain user accounts in 2003/2008 Active Directory● Liaison to wireless phone provider, managing 250+ cell phones

Greater Boston Area

● Troubleshot team member’s computers, fixed network connectivity and server file access issues● Successfully provided remote training and transitioned responsibilities to overseas employees● Proactively sought cross-functional training to streamline daily tasks● Mentored Summer Intern who went on to handle all responsibilities of full time staff

Ba, Economics

Activities and Societies: Omicron Delta Epsilon, Undergraduate Economics Club, Taiwanese Student Association

Education record