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 (FreshService)o Information Security• 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• MacIntosh Supporto Deploy MacBooks and iMacs to Senior Leadership

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, OneDrive for Business, Aspera FasPex, and BOX.• 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 with the appropriate service providers.• Led enterprise initiatives that decreased the cost of streaming Town Hall and other large meeting events by engaging BlueJeans MeetMe and PrimeTime services.• Served as the escalation point for executives with immediate videoconference or collaboration requests and issues.

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 knowledgebase articles for localized support team members○ Office 365 support

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).• Administered GotoMeeting and WebEx accounts.

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.• Improved Help Desk processes through ample documentation and automation methods (utilizing AutoHotkey).• Conducted training sessions (both live and online) to better equip end-users.• Configured Cisco IP Phones via CUCM and voicemail via Cisco Unity.• Negotiated with outside vendors on new hardware purchases.• Provided comprehensive PC/Laptop repairs including re-imaging, mainboard swaps, and data recovery.

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