Ken Tom Email & Phone Number

Stanford, California, United States

Provided software / hardware / network /printers / AV technical support and troubleshooting for School of Medicine including Windows 10, 7, Mac OSX, iOS and Android. • Provided Remote support during Covid-19 pandemic shelter in place from 3/2020• Supported clients including physicians, faculty, staff, postdoc researchers, students• Supported numerous departments within the medical research, lab, isolated VLANs, offsite conference, and teaching environments.• Onsite installation, configuration, encryption, repair and maintenance of desktops, laptops, tablets, mobile devices, associated peripherals and related software.

Stanford, California

Provided software / hardware / network /printers / AV technical support and troubleshooting for School of Medicine including Windows 10, 7, Mac OSX, iOS and Android. • Supported clients including high profile personnel, faculty, staff, and postdoc researchers• Supported numerous departments within the medical research, lab, isolated VLANs, offsite conference, and teaching environments.• Onsite installation, configuration, encryption, repair and maintenance of desktops, laptops, tablets, mobile devices, associated peripherals and related software.

San Jose, Ca

Provided software / hardware technical support and troubleshooting across Windows and MAC OS platforms. Reported service level agreements (SLAs) and tracked competency results to management for financial, contract renegotiation, and staffing purposes.Selected accomplishments:• Trained all new contractors due to staffing outages that maintained uptime and customer satisfaction.• Single-handedly maintained IT support department SLA and business continuity when 80% of IT support staff was on leave for a 6-month period.

Mountain View, Ca

Provided end user support in volatile and ever-changing environment. Handled inventory stock flow and real-time updating for headquarter location of 2,000+ employees.• Trained 10+ new and existing technicians, providing desk side support team training on best practices. Created documentation on processes and procedures. Result was increased operational capacity and reduced redundant workflow.• Maintained site inventory levels through Intuit Quickbase database that enabled management and 25 technicians across 10 nationwide locations real-time inventory details. Improved efficiency by switching from manual entry to barcode scanner, saving numerous hours and error.• Managed equipment collection of 3 consecutive layoff projects (total 1,000+). Ensured equipment (2,000+ assets) was physically returned and recorded for redeployment. Saved company countless dollars in downtime when new equipment was unavailable for 4 months.

San Jose, Ca

Reported SLAs and competency results. Provided computer training, problem solving, andhardware technical support. Gained strong experience in Lotus Notes Mail, Virus Removal, troubleshooting IBM Thinkpad laptops.

San Francisco

Provided end-user software / hardware support at various client locations including Gap,Washington Mutual Bank / Chase, Nokia, Jones Lang LaSalle.