Nay Lin Email & Phone Number

New York, New York, Us

Provided Software/hardware support to office users as well as remote sale users of Intracellular Therapies in New York per project. • Created, activated onboarding user’s account in On-premises and Azure hybrid cloud AD. Assigned MS office 365 license, group permission and roles for users in Azure AD.• Set up and managed mobile devices- iphone and Ipad using Microsoft Intune MDM.• Reimaged and set up laptops and desktops with windows using Intune Autopilot. Installed other business applications. Deployed them with monitors and docking stations on user’s desk• Assisted users remotely for troubleshooting and supported for VPN, Multi Factor Authentication, and network printing and share drive mapping.• Provide network configuration and software upgrade for Lab testing machines. Escalated unresolved issues to vendors.• Assisted in creation of development and implementation documentation.• Level 2/3 IT Support for hardware and software issues. sever backup, and conference room support for end users.

Prepared new laptops, coordinated and supported IT coverage for more than 1200 new summer interns and new hires project at Bank of America, HQ New York. • Installed Windows 10 OS, other application packages and updated patches in new laptops. Tested and installed business applications for market data such as- Factset, Bloomberg, SAP in the computers using SCCM and SM tools• Configured and set up user’s profile, reset new password, downloaded VPN cert and tested VPN connection• Provided IT support to users and troubleshooted any software\hardware issues of laptops throughout their training period. • Coordinated and supervised deployment of laptops to clients. Assisted and oversee junior technicians.

Detroit, Michigan, Us

Provided IT support coverage for Windows 7/8.1/10 and Mac OS platform computers of GM Asset Management office, NYC Cadillac HQ and GM multiple regional remote marketing field service users.• Supported typical helpdesk/Service desk triage and level II/III support by phone, email and physically present for issues of email, MS office, financial applications, printers support and break fix hardware issues.• Escalated unresolved issues to various support teams (e.g. Server, SharePoint, SAP) and expedite to resolution.• Provided Mobile device support for Android and IOS phone activation, along with Lotus\Outlook Email setup in devices using ActiveSync and Intune company portal.• Supported daily IMAC tickets for new OS images and applications installation, and profile migration to resolve client issues. • Created user’s account, reset password, delete, unlock account and configure group policy in Windows AD.• Managed users, groups, computers and email accounts (distribution and security groups) in Active Directory and Microsoft Exchange.• Participated in various hardware refresh and Software deployment projects in multiple different GM domains around the country and successfully migrated more than 1000 computers from Windows 7 to Windows 10 OS.• Supported telepresence meeting and resolve network connection issues for meetings in conference rooms• Analyzed and diagnose IT data from various sources and create daily, weekly security and backup status reports for senior management.• Supported third party software and assist higher level IT systems technicians in resolving of end user issues and coordinate system\application repair with outside vendors (e.g. Bloomberg, SAP, FactSet, Verizon, AT&T, Time Warner, Microsoft).• Responsible for end user technical support of Windows/Mac operating system laptops, desktops, mobile phone, network printers, Telepresence system, VOIP phone and application troubleshooting.

Detroit, Michigan, Us

Worked as a Windows 7 Roll-Out Technician\Lead on a CompuCom Project at Coty, a large multinational cosmetics corporation, for Windows 7 Roll Out and upgrading legacy systems of approximately 600 users.• Upgraded RAM memory, SDD Hard drive and image Windows XP to Windows 7 running laptops.• Installed applications, configured shared drives, printers and migrated old profiles using LANDesk.• Identified conflicts, resolved any encountered software issues and deployed new system at user’s desk. Managed imaging, migrating, installing, deploying of Windows 7 computer system at Coty project.

Served as a HP Engineer for Deskside support services at American Express HQ, New York.• Participated in various HP Projects - Windows 7 Roll out and imaging, configuring, deploying and tech supporting for AMEX Summer Interns Laptops and Office 2010 upgrade and installation. • Supported daily IMAC (Install, Move, Add, Change) and B&U (Business and Usual) tickets such as software installing, EPO updating, Hard disk swapping, OS refresh/imaging and profile/data migration. • Responsible for setting-up new PC computers - imaging, installing and deploying of customized computers in timely manner and troubleshooting and resolving technical issues after PCs had been deployed.

Served as a HP IT Engineer for computer and windows refresh project at UBS Financial services, New York and New Jersey• Participated in HP Desktop Refresh Project and deploying over 1,400 desktops/laptops in the offices of a major financial firm including trading floors.• Prepared and primed new system images with applications based on the specification of legacy systems.• Staged new image Windows XP Computers using UBS internal imaging system, refreshed Windows OS images - IXP, UXP, WXP and replaced and deployed legacy systems to new SFF systems. • Migrated user’s regular/roaming profile, wiped out data and bagged and tagged hard disks • Updated/edited inventory information of new and legacy systems in SharePoint • Responsible for post setup technical support for hardware and applications to make sure all PCs are running smoothly

Key member of an HP project team started with migration of email system from IBM Lotus Notes to Microsoft Outlook for American Express’s 3000+ Employees at AMEX New York head office.• Refreshed and staged Windows XP computers, installed software and configured MS Office with Outlook 2007 client, Avaya soft phone, SCCM client and PGP encryption for domain users at enterprise environment.• Resolved and provided tech support for Blackberry issues- EA activation, reset OS, wireless sync with Outlook for contacts, mails, and calendars. • Handled installation, maintenance and support of End User Support equipment, software and connectivity for Wireless devices, PC/Workstation, printers, network.

• Developed a new Helpdesk system and provided Airplane Fuel Control Application supports for fuel agents at JFK Airport.• Assisted in user training for using Ramp side Panel tablets and wireless display unit for fuel control.• Collected fuel data and information, and analyzed invoices for account reconciliation.

New York, Ny, Us

• Setup, installed, updated and maintained total 45 laptops, switches. Created a temporary LAN network for school counselors and new students of the Students Registration and Peak Enrollment Project. • Provided technical supports- updated OS, installed applications and configured network for users.

• Assisted level II/III Helpdesk for MTA supported computer applications and systems using Peregrine system, and Remedy ticketing system. Monitored open tickets and followed-up on closed resolution.• Created new user account at AD, applied group policies, reset login password, configured Outlook client, restored emails, and corrected profile setting.• Provided over the phone remote-desktop support to 3500 + MTA end-users using Dameware, SCCM and determined whether or not the issues found are hardware, software or network based. • Diagnosed software, hardware, network incidents of desktops, laptops and resolved the issues using Active Directory, Active Role Server, MS Exchange Server and Identity Management System.

• Designed, edited, maintained company’s website, performed online marketing and supported office administration.• Analyzed Web data trends and prepared reports and documents using MS Word and Excel for management.• Supported Windows XP desktop issues including installing, upgrading, repairing software and hardware, virus removal and act as a liaison between users and IT technicians.

Bachelor'S Degree, Computer Technology/Computer Systems Technology

Uk Diploma In Computer Studies, Computer Science