John Ko Email & Phone Number

Poway, Ca, Us

San Diego, California, United States

• Support enterprise global network and systems based in Southern California, including Active Directory, Storage, Switches, Firewalls, and Security • Participate in Change Control; run change control meetings, process, and validate change requests. • Provide systems and network administration duties to support engineers and developers, including provisioning of laptops, desktops, servers and/or other physical infrastructure • Be a key member of the team that monitors, manages and performs change control, maintenance and triage of all enterprise IT issues and problems. • Support business communication systems such as Microsoft 365 (Outlook, Teams, SharePoint, OneDrive), Slack, Confluence and other tools. • Provision corporate and engineering systems, including imaging, configuration, deployment for existing staff and new hires onboarding (Azure, Microsoft Entra ID, Intune)• Lead and participate in a variety of fun and challenging projects helping shape the next generation infrastructure and systems for expected growth.

San Diego, California, United States

Making computers easy for everyone! Windows Desktop Administration, PC Technician, User SupportActive Directory | Computer Networking | Microsoft Windows | Mac OS | Microsoft Office | VPN

San Diego, California, United States

• Administered wide range of computer systems and applications (Active Directory Domain ServicesAdministration, Microsoft Windows Server 2008/2012/2016 administration, Network administration,Remote Desktop administration, Microsoft Endpoint Configuration Manager MECM/SCCM, Azure ActiveDirectory, Office365 O365, Exchange Online, SharePoint, OneDrive, Teams, Intune, Okta, Jamf MDM/MAM, Adobe, ServiceNow, Palo Alto GlobalProtect)• Provided IT support to interface with other business-critical SaaS processes (RingCentral, SalesForce,Oracle ERP, AWS, Tableau, Cognos, Zoom, Zoom Rooms, PowerShell, MS Excel, WinSCP ftp/sftp)• On-site support (networking, cabling, desk setups) and remote support for a global workforce of 8,000+• Managed life-cycle of IT inventory/assets, imaging and deploying new machines or replacements,receiving and processing returned equipment for repairs or redeployment, maintaining peripherals forall US-based users, proficient with Dell and Apple line of products (Windows and Mac support)• Performed Root Cause Analysis for vast array of user-reported issues as part of single point-of-contactservice desk system with a global IT team responsible for consistent uptimes and immediate support• Assisted with merger/acquisition process of integrating newly acquired partnerships and adjoiningtheir user databases for future implementation under a multi-tenant deployment with shared resources

San Diego, California, United States

• Responded to help desk phone calls, chats, emails, walk-in requests, incident reports, and taskprocedures through various channels (cloud-PBX call system, Teams or ServiceNow chat, Outlook)• Administration of software accounts/licenses including: Active Directory, MicrosoftOffice 365, (Word, Excel, PowerPoint, Exchange, OneNote, OneDrive), Okta identity management,Citrix virtualization/cloud computing, Agile PLM (Product Life Management), Oracle EBS and HCM (E-Business Suite/Human Capital Management), Adobe Creative Cloud, Box cloud storage and collaboration,Carbonite online backup storage, MobileIron Mobile Device Management• Account Administration: Active Directory account lifecycle, onboarding and offboarding• Route/escalated help desk tickets to appropriate queues within ServiceNow ticketing system• Provided local support for systems: installation, upgrades, troubleshooting of Desk/Laptop Hardwareand Software, resolving connection issues with Network Peripherals, troubleshooting VPN connections(Palo Alto GlobalProtect), granting file access permissions, Network or Local Printers, IP Telephony/VOIP with Cisco Unification Call/Communications Manager (CUCM), Cisco Unity Connection for Voicemail,Mobile Device Management (MDM), PC Imaging, Microsoft System Center Configuration Manager (SCCM/MECM), Microsoft Remote Server Administration Tools (RSAT), and a variety of instrument devices orcontrollers used in research labs and manufacturing production shop floor• PC/Network/Mobile Device Inventory Management, maintaining loaner laptops and projectors, retiringout-of-warranty devices, deploying desk setups for new hires or office moves, setting up and ensuringconnectivity of laptops/desktops, docking stations, Cisco IP phones, monitors, webcams, and otherperipherals while maintaining clean cable management for presentable work stations

San Diego, California, United States

• Provided Tier 1 technical support for small to medium scale enterprise business networks in a 24/7999% high availability colocation Network Operations Center• Managed the service desk process: answering calls, emails, chat, or customer portal requests, creating/resolving tickets, auditing business network systems and devices with SolarWinds MSP N-Central remotemonitoring and management (RMM)• Resolved and documented Tier 1 technical and service issues (basic troubleshooting and managementof Windows, MacOS, and Linux system and networking devices, provisioning and imaging devicesfor deployment, Active Directory Domain Services Administration, RDP/RSAT, VMWare vSphere cloudvirtualization management, Cisco, Fortinet, Ubiquiti network devices, setup and troubleshooting of CiscoAnyConnect VPN client)• Completed cabling projects (understanding Ethernet standards- Cat5, Cat5e, Cat6, terminating andcertifying twisted pair cabling, implementing a network upgrade without service interruption)• Assisted with creating and updating technical documentation for end users and internal knowledgebase (how-to's regarding password resets, IPv4 VPN configuration, submitting tickets)