Mingyao Song-Allen Email & Phone Number

• Support users' front-end devices including desktops, laptops, printers, VoIP phones, mobile devices, and other peripheral equipment to ensure functionality for the daily workflow.• Provide Tier I & II & III technical support, software/ network troubleshooting and other technical procedures via email, phone, Jabber/Webex call and in person. • Responsible for all employees onboarding/off-boarding processes, making sure that all accounts are created, permissions configured and workstations setup. • Responsible for basic administration tasks, including creating user accounts and security groups, granting user access, and managing user passwords in Active Directory.• Utilize Ivanti Management Console for imaging /managing PCs and laptops, while also utilizing the Avamar system for backing up and restoring data.• Manage and maintain client laptops by installing McAfee encryption users, pushing the latest patches, scanning for viruses, creating user profiles, testing VPN and RDP connectivity.• Ensure proper recording, documentation, and timely closure of all IT requests through LANDesk and ServiceDesk Plus ticket system.• Responsible for installing specific applications for each department, managing software licenses and documenting installation procedures. • Maintain accurate inventory of all IT assets.

Manhattan, New York, United States

• Perform execution of start and end of day system tasks.• Maintain security of user accounts including AD, VPN and core business applications.• Ensure proper recording, documentation and closure of any IT request through ITSM ticket system.• Identify problems, troubleshoot and provide solution to assist users by email, phone, zoom meeting and in person.• Perform configuration, maintenance, upgrades and troubleshooting for both hardware and software. The hardware includes Avaya IP Phones, printers, Polycom and all equipment and supplies related with IT. The software includes not only Outlook, Citrix, McAfee, VMware and so on but also specific bank operation systems.• Perform various daily procedures to ensure that all departments’ services can run normally.• Ability to communication with Head Office in China in regards to outages and system issues.• Maintain accurate inventory of all IT assets.• Responsible for writing monthly IT reports.

Dalian, Liaoning, China

• Offered End-user support for more than 300 coworkers and guests via email, phone and in person.• Installed laptops and desktops for new employees with Microsoft 10 system, Admin Account, McAfee, SCCM, DLP, EEPC and project operation systems.• Responsible for configuration, maintenance, troubleshooting, debugging, upgrading of both hardware and software. The hardware included IP Phones, digital phones, printers, TVs, Projector, camera and all equipment and supplies related with IT. The software included Outlook, Skype, McAfee, Citrix, Amadeus, Sabre, JDE, Access, User policy, password and specific project operation system.• Created over 30 IT cases daily for users then followed up and closed tickets in a timely manner with 100% customer satisfaction rate. • Detected the computer virus system weekly by catching all the computer's McAfee update reports and SCCM patch reports.• Used excel to conduct inventory statistics on over 3000 IT equipment (laptops, desktops, IP phones, digital phones) every six months and sorted out all data then uploaded to the global finance department.• Documented major issues and unresolved issues, reported them to manager weekly.• Contributed toward helping other departments, including invoice preparation for finance and accounting.

Dalian, Liaoning, China

• Provided front-line technical support services to internal employees through telephone, Email and remote links to solve customer problems. • Assisted with the install and maintenance of software and other equipment to meet customer requirements.• Recorded, documented and resolved customer Helpdesk request problem within limited time then closed the ticket in time or assigned case to related departments.• Troubleshot specific system operational problems encountered by customers and provided immediate solutions.• Tracked the event processing process and recorded feedback from users to improve user satisfaction.