Priscilla Tai Email and Phone Number

 Troubleshoot all computer problems at the Computer-based Testing and Application Center (CTAC) in both onsite and remote sites (Queens, Manhattan, Brooklyn, Staten Island). Identify, diagnose, and correct problems in a timely manner. Promptly report to supervisor and/or IT computer-related problems with appropriate urgency level. Perform routine maintenance to run a batch script or create a task in task scheduler for equipment and system diagnostics (computer frozen, virus attack) at the CTAC.  Oversee users and computers status in Microsoft Active Directory. Make sure the users are in the right security group and access. Check with the computers are placed in the right security OU containers. Manage and test all new applications being used at CTAC. When necessary, interact with the application and network team, DCAS employees and any other relevant entities to resolve any application issues. Maintain an accurate documentation file on the installation and troubleshooting of all new applications being used at the CTAC. Coordinate, assign work to, and monitor the performance of vendors who perform routine maintenance on the security cameras and the server room environment. Forest future problems by collaborating with the managers, executives, IT development team for the OASYS 2.0 system (Examination application system) by identifying present issues and recommending improvements. Maintain CTAC computer and printer equipment inventory file. Perform routine physical inspection of all CTAC computer and printer equipment. Report issues, problems and deficits with inventory to the manufacturers (Dell and Xerox) for hardware replacement under warranty. Serve as full remote helpdesk function as backup role during COVID pandemic crisis and urgent need. Work with different type of open tickets until the tickets are resolved through ServiceNow and Remedy system.

 Support day to day business operations, recommend procedures and control for problem prevention in the business operations. Handle with different projects (new security IP cameras system, laptops to tablets migration) to roll-outs and implement IT systems around depots, distribution centers, bakeries, thrift stores and sales offices. Serve as second level on-site technical support. Responsible for all troubleshooting in-house application, desktop/ laptop computer, tablets, VOIP phones, handhelds, printers. Work with the application support and network teams to implement workarounds for reported issues affecting the business.

 Provided onsite and remoted client support (Helen Keller National Center & Brooklyn EXN Charter Public Schools) for all network equipment, video conferencing systems, access points, firewalls, servers, printers, workstations and mobile device support. Reviewed and advised on the full scope of client system configurations and procedures. Active in proposals for system improvement. Utilized Evault Central Control 8.0 application to backup / restore all files from various servers. Managed all virtual servers through VMware. Made sure all servers were up and running at optimal levels. Managed and modified all security and permission settings in Active Directory user accounts, mailboxes in Exchange, group policies, share folder permissions, user profile management in both Windows Server 2008 and 2012 R2 environments. Handled onsite IT audits – servers, workstations, software licenses, warranties, network equipment, etc. Gathered all information and present to the clients for required annual audits. Led and worked with different remote teams (account manager, service desk, technical consultant) to get all problem resolved.

 Established and built a new regional call center. Managed and administrated all IT related issue such as server room maintenance, adjust white noise machine setting, security access card system, security camera, report any issues or incidents to headquarters. Responsible for company expansion project. Worked with project management team to deploy computers and phones to the desks and completed all software and network connectivity setup. Collaborated with various IT team mangers in order to forecast IT issues and planned IT infrastructure needs in order to accommodate the company’s growth and expansion in multi-tier computer system environment. Provided 2500+ onsite and remote users with technical support daily. Documented all work-in-progress inquiries and work completed through “Dell Kace” ticket system. Managed Windows user account in Active Directory and oversaw exchange email accounts, reviewed all group policies, activated and linked user account in Lync server.  Managed, configured, programed office extension and troubleshoot Cisco IP phone settings (desk & softphone) through Cisco Call Manager and Cisco Unity for voicemail setup. Managed network port security for each computer and hardware equipment setup. Performed PC/ Laptop/IPhone/Android hardware and software support, installation, backup and restore.  Provided wireless projector, Cisco Video conferencing device, computer presentation support during meetings. Managed network printer, copier settings, scanning folders, print codes and copy PINs for individual user. Recorded all inventory information, repaired hardware purchases in the Asset Management System; ensure asset-tracking system was appropriately updated.

 Defined and documented the scope of projects related to the vendors’ maintenance work on server room maintenance in order to minimize downtime during daily operations. Managed and administrated entire regional office for IT related issues such as data center facilities maintenance, cable management, HVAC maintenance, Siemens security camera maintenance, server maintenance, voice system backup and maintenance, and acted as a liaison between regional office to the headquarter. Provided VIP executives with onsite desktop and telephone support, assisted with trading floor support (Bloomberg and in-house trading application installation), provided remote support to the other regional offices/ headquarter/ board meeting as required. Ability to communicate to all levels of departments and staff. Did troubleshooting, resolved and escalated system problems to different technical and business areas, outside vendors; followed-up with processes and sent out email notification to ensure client satisfaction, in addition to fulfilling company needs. Able to work with a team or independently, prioritized tasks and manage time efficiency, multitasking, sense of urgency, proactive in seeking solutions from different resources until the problem had been resolved. Experienced with different company projects such as a Windows 7 migration project, data center power outage project, cabling upgrade project, voice modernization project, office relocation projection, office expansion project. Dealt with different IT departments, project teams and vendors from the start to the end of the projects. Performed HP PC/ laptop hardware and software installations/ backup/ restore, PGP/ Bitlocker encryption, Lotus Notes, Outlook, Blackberry/ IPhone/ IPad/ Hotspot, Network IP printing, Digital scanning, Cisco VPN hard/ soft token, and any upgrades as needed, following corporate standards and procedures.

 Responded all technical requests and provided technical support for over 4000 users remotely and in person. Performed software installations, re-imaged computers by using the Altiris server console. Did troubleshooting and resolved problems related to operating systems, networking, software applications, internet connectivity, telephony, printing, scanning and copying.  Repaired and upgraded desktop computers, laptops and server hardware as required. Provided Exchange 2003 Server, Microsoft Outlook 2003, and webmail support. Processed new users’ account, edited account group policy and password change requests. Maintained records of work-in-progress and work completed through “Track IT” ticket system, and prepared appropriate reports as required. Served as a Help Desk and provided technical resources to system managers, programmer analysts, and other support technicians.