Mike Li Email & Phone Number

Gainesville, Va, Us

Silver Spring, Maryland, United States

Washington D.C. Metro Area

• Administer windows servers, desktop computers, printers, phones, personal digital assistants, smartphones, software deployment, security updates and patches.• Provide routine IT customer support in both administrative and technical areas including user administration and directory rights• Research, evaluate, recommend, design, test and implement for complex technical issues• Experience installing and maintaining, applications and associated hardware and peripherals; assisting… Show more • Administer windows servers, desktop computers, printers, phones, personal digital assistants, smartphones, software deployment, security updates and patches.• Provide routine IT customer support in both administrative and technical areas including user administration and directory rights• Research, evaluate, recommend, design, test and implement for complex technical issues• Experience installing and maintaining, applications and associated hardware and peripherals; assisting users with IT procedures, system setup and network troubleshooting• Provide support for the equipment inventory and maintenance program, and assist with product research, documentation and recommendations• Provide remote support to distant field offices• conference room equipment setup and support as needed• Perform system backups/restores• Ability to prioritize and execute multiple responsibilities Show less

Falls Church Va

• Monitoring Defense Health Agency (DHA) Remedy ticketing system queues for tickets escalated to Tier III, entering and managing software problem incidents • Reviews Trouble Ticket to ensure that the documented information is complete, accurate, and sufficient to facilitate analysis of the issue; • Coordinates with the DHA Service Desk and/or ticket originator to confirm or obtain additional information as needed to expedite and facilitate processing; • Reproduction, analysis… Show more • Monitoring Defense Health Agency (DHA) Remedy ticketing system queues for tickets escalated to Tier III, entering and managing software problem incidents • Reviews Trouble Ticket to ensure that the documented information is complete, accurate, and sufficient to facilitate analysis of the issue; • Coordinates with the DHA Service Desk and/or ticket originator to confirm or obtain additional information as needed to expedite and facilitate processing; • Reproduction, analysis, tracking and reporting of valid problem defects • Troubleshooting issues to improve the effective utilization of the application through problem identification, root-cause analysis, short-term and/or long-term solution(s) as needed;• Communicating and collaborating with multiple external organizations regarding the resolution of issues, including DISA, Sites and various other vendors; • Utilization of SQL and Oracle commands to investigate and resolve reported issues;• Utilization of Windows 7 desktop and Windows Server 2010 basic commands to investigate and resolve reported issues; Show less

Sterling

• Determine and analyze users interface problems and orients users on new or changed procedures. Coordinate action items and program deliverables with client and development teams. • Perform as a help desk staff for providing technical support to different software applications deployed.• Document production bugs and enhancement requests and communicate with project manager/lead.• Provide solutions to customers issues/questions• Interface with Customers/Clients; analyze issues… Show more • Determine and analyze users interface problems and orients users on new or changed procedures. Coordinate action items and program deliverables with client and development teams. • Perform as a help desk staff for providing technical support to different software applications deployed.• Document production bugs and enhancement requests and communicate with project manager/lead.• Provide solutions to customers issues/questions• Interface with Customers/Clients; analyze issues and resolve problems with a quick turnaround time. • Support internal testing of the application before it goes to production. Show less

Manassas

• Provide diagnostic services, identify solutions and perform repairs on PC and Mac computers, as well as other electronic devices. Consult with customers on upgrades and maintenance to their computer software, hardware and networks. Provide ‘lesson sessions’ and advice to customers on electronic and computer usage.• Compile technical documentation of computer status and repairing processes• Train and coach new employees• Recovery and transfer data• Perform virus removal and… Show more • Provide diagnostic services, identify solutions and perform repairs on PC and Mac computers, as well as other electronic devices. Consult with customers on upgrades and maintenance to their computer software, hardware and networks. Provide ‘lesson sessions’ and advice to customers on electronic and computer usage.• Compile technical documentation of computer status and repairing processes• Train and coach new employees• Recovery and transfer data• Perform virus removal and repair security breaches• Configure, set up and maintenance network and firewall Show less

Fairfax, Va

• Assisted customers with merchandise purchase and computer repair services• Provided superior customer service when assisting customers at the point of sale/checkout area• Analyzed issues of malfunction computers and provide possible solutions for customer• Processed malfunction computers for professional repair

Bachelor Of Science (Bs), Information Technology

Standard Diploma

Activities and Societies: International Baccalaureate Honor Program (2007-2009), Math Club (2008-2009)