Keith Chang Email & Phone Number

Orange County, California, United States

• Conduct online orientation training sessions for incoming new hire staff (up to 70 students) to familiarize them with all major aspects of IT including:o VPNo Secure Messagingo Accessing the Service Management System.
• Provide in-person training for Service Desk new hires in the following areas:o Imaging methods (e.g. SCCM and SmartDeploy)o Agent Roles/Duties per the ITSM Platform (FreshService)
• Knowledgebase Administration:o Create and maintain knowledge articles (aka. Job Aids): On-demand videos PDF Manuals
• Exchange Account Administration:o Provision/Maintenance of Shared Mailboxes & Distribution Listso Message traces when requested by leadership
• On-site Liaison with Clinical Staff:o Visit clinic sites to address technical issues
• DFS (Distributed File System) Administration

Duarte, California, United States

• Provide Tier 2 and 3 support to medical and research staff |
• Provide front-line support for ○ AV/VTC/Conference Room conferences ○ Avaya IP Telephony ○ LAN connectivity issues ○ Zoom/WebEx/Goto-Meeting troubleshooting
• Upgrade desktops and laptops to Windows 7 Enterprise
• Partner with other IT segments to improve/update existing knowledge articles
• Create video tutorials on business processes and procedures
• Troubleshoot and document Altiris imaging issues

Greater Los Angeles Area

• Managed the relationship between the suppliers, business units and end users for all service delivery activities and issues for the following services: Videoconferencing, BlueJeans, Telepresence, SharePoint Online.
• Delivered and maintained business focused reporting of services (KPIs) and led regular review meetings with key segment/business unit customers and IT leadership.
• Maintained leadership role during service outages, directing both vendors and internal support teams to service restoration and final root cause analysis.
• Identified improvement opportunities through close oversight of service metrics and user satisfaction while maintaining a strong understanding of user, business and financial implications.
• Directed collaboration training initiatives by mentoring analysts and specialists to become trainers, leading the production of training videos and documentation, and organizing monthly online user training sessions.
• Led enterprise initiatives that decreased the cost of streaming Town Hall and other large meeting events by engaging BlueJeans MeetMe and PrimeTime services.

Greater Los Angeles Area

• Provided Executive Support for VIP’s and Senior Management.
• Maintained Tier I & II support of 1500 end users in a Windows XP/7 environment including:○ Mobility Support/Deployment of iOS devices including iPads and iPhones○ Windows XP to Windows 7 migration○ Creation of.

Greater Los Angeles Area

• Same Executive Support duties as below in addition to video conference / AV duties.
• Scheduled multi-site video conferences for domestic and international conferences.
• Ensured uptime for both ISDN and IP connected video codecs (over 100 units total).
• Managed VC scheduling via Tandberg/Cisco Telepresence Bridges.
• Led offsite audiovisual and videoconference support for company conferences.
• Provided tier I and II support of Conference Room Support (including Crestron and Room-View scheduling panels).

Greater Los Angeles Area

• Provided executive support for VIP’s and senior management.
• Maintained tier I & II technical support for a 1300-user Windows Active Directory network.
• Supported executive residences and off-site conferences.
• Created, deployed, and improved hard drive cloning/imaging solutions (via Windows SYSPREP).
• Administered accounts for the following:○ Exchange and Active Directory○ GotoMeeting, WebEx, AirWatch and Blackberry Enterprise ○ Implemented Asset Management solutions for both hardware and software assets
• Ensured software licensing compliance via reports from Asset Management.

Greater Los Angeles Area

• Ensured uptime for over 150 NT 4.0 and DOS remote workstations and servers
• Supported over 50 NT 4.0, Windows 98 and Windows 2000 workstations
• Configured and built NT 4.0 and Windows 2000 servers

Greater Los Angeles Area

• Provided network and PC support for a 300-user Netware 4.11 network, which included hardware and software troubleshooting, advanced application support and training
• Administered Exchange user accounts and groups

Greater Los Angeles Area

• Provided network and technical support for a 100-user Netware 3.12 network
• Coordinated and implemented company-wide migration from Windows 3.X to Windows 95
• Managed content and scripting of company Intranet site
• Conducted training sessions on MS Office and Internet basics

Greater Los Angeles Area

• Provided on-site technical and analytical support for focus groups, mock trials, and jury research
• Designed company web site

Greater Los Angeles Area

• Supported external clients of a major financial application (operating under AIX on the RS/6000)
• Upgraded hardware to RS/6000 at client sites

Greater Los Angeles Area

• Demonstrated Microsoft Home product line to end-users at major computer and software stores (e.g. Fry’s Electronics)

Greater Los Angeles Area

• Analyzed research data and compiled Market Research reports for the Asian Automotive Import sector
• SAS and SPSS scripting

Microsoft Certification, Mcse

Bachelor Of Applied Science (B.A.Sc.), Mathematics Economics

Activities and Societies: Actuary Society