Marc Lau Email & Phone Number

Reston, Va

Reston, Va

Vienna, Va

Provide helpdesk support to over 1500 users located in the Vienna/DC office, other offices country wide, and overseasSingle point of contact for IT support on the East coastProvide helpdesk support remotely, by telephone, and desk-sideCreate, manage, and delete user accounts using Active DirectoryArchive disabled user accounts with Enterprise Manager (@PAM) Setup VPN groups using Cisco ASDM LauncherTroubleshoot infected computers to determine best solution for recoveryExperience using Ubuntu to recover data from infected computersResponsible for configuring and setting up new computersResponsible for wiping and reformatting computersManage the Barracuda firewall to allow/block incoming emailUse Kaseya to push software, remote desktop, reference computer and server informationManage office hardware/software inventoryResponsible for creating purchase requests for new hardware/softwareProvide support for cellular devices such as Blackberry’s, Droids, and iPhonesUpdate, monitor, and manage Dell serversResponsible for backing up office data using Backup Executive (BE)Create software documentation/instructions for users and team

Arlington, Va & Vienna, Va

Provide support to NASA clients in DC and around the countryTrain NASA personnel on ThinkTank brainstorming software a couple times a monthProvide Technographer support for ThinkTank sessions several times a monthDevelop content for ThinkTank processes and web page in NASA’s ICE portalCreate, update, and maintain process maps for NASA projects such as Exploration Systems Mission Directorate (ESMD) Assist project teams in development of Knowledge Based Risks, Case Studies, wikis, and other presentation materialResponsible for creating purchase requests for new hardware/softwareResponsible for configuring and setting up new computersProvide IT support by troubleshooting and escalate serious issues to higher IT personnelManage office hardware/software inventory

Fort Belvoir, Va

Provide customer service and support to a four star command with over 1500 users by phone, email, remote, and desk-sideMaintain a detailed and up-to-date inventory databaseResolve user computer and network problemsResponsible for assignment and deployment of desktops, laptops, blackberries, cell phones, and wireless cardsRepair computer hardware and keep track of reported hardware issuesLog and track user problems through CA Unicenter Service Desk, Asset Management, Software Delivery, and Remote Control

Bachelor Of Science (B.S.), Information Technology

GPA: 3.35/4.00 Cum Laude Dean's List

Associate Of Applied Science In Information Systems Technology, Information Systems Technology