Kinson Liu Email & Phone Number

United States

United States

- Lead the Support Engineering team to perform day to day tasks for incidents and requests submitted by clients- Assist to push and move services forward to clients’ satisfaction- Work tickets (both incidents & requests) with end users by remotely connecting to their end points to resolve issues.- Setup and dispatch for onsite visits with a complete, clear guide for the onsite technician- Provide Service Desk Leadership team with insight on new processes and procedures- Ensure information is communicated to the teams and documented properly- Communicate with other teams (Projects and Account Management) if there are needs for a wide impact solutions or suggestion for projects to better serve clients- Assist Service Desk Manager to create new processes and procedures, workflow- Documented, published work instructions and knowledge articles- Serve as backup to other team members- Serve as escalation to the Service Desk teams- Serve as on-call engineers’ escalation personnel

Temecula, California

• Troubleshoot all incoming applications and system issues• Provide knowledge and additional support for other technicians• Assist Owner/CTO on project tasks, as required• Onsite support for clients on an “on-demand” dispatch, as needed

San Diego

• Trouble shoot all incoming applications, system problem request• Provide knowledge and additional support for the Level 1 helpdesk, NOC team, Account Management team.• Act as an escalation point for Level 1 engineer.• Assist senior system engineers as need for system setup and trouble shooting.• Onsite support for clients on a “on-demand” dispatch as needed

San Diego, Ca

• Maintain all aspect of in house network infrastructure.o Such as: Exchange server, Active Directory / Domain Controller, Print server, Network switches, Firewall, Co-location access, customer facing products at the Co-lo, Internal Phone system and it’s routing.• Provide knowledge and additional support for the Level 1 helpdesk, Level 2 helpdesk and the systems analysts from day to day support and operations for customers.• Assist Level 1 lead and director of service department when they are not available for Level 1 operation.• Process advanced level Network infrastructure and server support, trouble shooting and acting as subject matter expert for customers and acting as subject matter expert.o Such as: Active Directory / Domain Controllers, install and configure DNS and DHCP servers and services, Install and configure Print servers.• Processing NOC alerts, trouble shooting, correct and provide resolutions, notification to customers and reselling partners.• Maintain standard for the day to day Level 2, Systems team & NOC operation.• Install, setup and configure different Windows servers platforms (from Windows Server 2008 R2 to Windows Server 2003).• Install, setup and configure for all server roles as needed (AD, DNS, DHCP, Print, File share, etc…)• Setup and configure site to site VPN tunnel between Firewalls (different platforms) when a new customer signs on for service.• Support for all on location technicians and reselling customers (remote trouble shooting, knowledge transfer, provide consultation and assist to complete task with correct resolution).• Advance trouble shooting for email filtering system (MX Logic) and acting as subject matter expert for our company as well as all customers and reselling partners.• Advance trouble shooting for Microsoft Online Services and acting as subject matter expert for all customers and reselling partners.** more detail available as needed **

San Diego, Ca

• Maintained and set up all the local area network infrastructure servers for a Windows 2000 Active Directory domain environment.• Maintained and monitored the San Diego network (LAN).• Maintained Exchange Server 2000 in an Active Directory domain environment.• Installed and maintained DNS and DHCP servers and services.• Maintained and created all user accounts in San Diego and various locations.• Maintained and provided technical support for software, hardware and network connectivity on 200 workstations and laptops in the San Diego Office with various operating systems (Windows Server 2003, Windows XP Professional and Home edition, Windows 2000 Server and Workstation, Windows NT 4.0 Server and Workstation).• Monitored network traffic using network monitoring tools (LAN Hound, What’s up Gold).• Set up and maintained backups for all servers.• Installed and maintained print server and print services.• Initial trouble shooting for print devices.• Communicated and helped trouble shooting for WAN problem.• Provided support to various project machines from tech support to installation and setup.