Sam Chew Email & Phone Number

Sydney, New South Wales, Australia

Chatswood, New South Wales, Australia

o Provided high quality technical support for all Appen staffo Provided 1st and 2nd level IT support - Review, resolve and subsequently close service requests/tickets and complete change requestso Adhered to escalation and call management processes and procedureso Provided accurate, succinct and sufficiently detailed documentation of work performedo Ensured swift and efficient processing of incoming support inquiries by pre-qualifying incoming tickets, obtaining missing… Show more o Provided high quality technical support for all Appen staffo Provided 1st and 2nd level IT support - Review, resolve and subsequently close service requests/tickets and complete change requestso Adhered to escalation and call management processes and procedureso Provided accurate, succinct and sufficiently detailed documentation of work performedo Ensured swift and efficient processing of incoming support inquiries by pre-qualifying incoming tickets, obtaining missing information and escalating if necessary.o Solved hardware and software problems via service desk, e-mail or telephone and taking over installations and configurations.o Assisted users to resolve problems with applications, equipment, and datao Supported VC and other collaboration toolso User workstation maintenance (software and hardware) including Windows and Mac OS desktops and laptopso Network infrastructure setup and maintenance including Wi-Fi and Ethernet connections, VPN, perimeter routers, firewalls, etc.o Configured, installation and troubleshooting of hardware and peripheral components such as monitors, keyboards, printers, scanners, Windows and Mac PCs.o Managed data storage and backups, and the related hardware/softwareo Contributed to a central source of information enabling Service Desk staff and support technicians to recover outages with minimal disruption to expected service levelso Performed other duties and responsibilities as assigned by the IT Services, Service Desk Manager Show less

Fort Mill, South Carolina

o Troubleshoot and resolved software issues. Install, configure, reconfigure or reinstall desktop software including remote support.o Reimaged computers/hard drives in accordance with standards.o Performed Move, Add, change function including installation and decommission.o Installed, configured, and resolved Windows based operating systems, Microsoft Office and Internet browsers.o Install, configure, and resolved MAC/Apple based operating systems and proprietary… Show more o Troubleshoot and resolved software issues. Install, configure, reconfigure or reinstall desktop software including remote support.o Reimaged computers/hard drives in accordance with standards.o Performed Move, Add, change function including installation and decommission.o Installed, configured, and resolved Windows based operating systems, Microsoft Office and Internet browsers.o Install, configure, and resolved MAC/Apple based operating systems and proprietary applications.o Created AD users and provide hardware and network accesso Configured and supported remote users including VPN client and connectivity.o Backup and restored settings and associated systems administration activitieso Took ownership of issues from end-to-end to reach a resolution for all appropriate requests and incidents.o Resolved incidents and fulfills requests within established SLAs.o Adhered to Desktop and End User Computing processes, procedures, policies, and job aids.o Provided a high level of customer service.o Provided basic first level troubleshooting for IP Phone related issues.o Categorized and prioritized end user support requests and service requests by utilizing ticketing system to track tickets and provide up-to-date status and information.o Performed asset inventory activities as needed.o Trained and orient staff on use of hardware and software.o Recommended and / or perform upgrades on systems as required.o Accurately test, identify, repair, resolve, and document end user technical issues for basic desktop/laptop/workstation support, basic connectivity support (wired and wireless), PDAs, and basic printer support. Show less

Charlotte, North Carolina Area

o Provides Tier 2 IT support for end-user computing devices to all Client employees and contingent workers in multiple offices. o Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment. o Deploys and troubleshoots end user computing devices including laptops, desktops, printers, and wireless devices that are aligned with Client's business strategies and directions. o Install, configure, and troubleshoot… Show more o Provides Tier 2 IT support for end-user computing devices to all Client employees and contingent workers in multiple offices. o Responds to incidents and requests within a ticketing system, providing resolution within a complex fast-paced business environment. o Deploys and troubleshoots end user computing devices including laptops, desktops, printers, and wireless devices that are aligned with Client's business strategies and directions. o Install, configure, and troubleshoot Windows based operating systems, Microsoft Office and Internet browsers. o Install, configure, and troubleshoot Mac/Apple based operating systems and proprietary applications. o Configures and supports remote including VPN client and connectivity.o Provide customer training and knowledge documentation. o Complies with and supports ITIL change-incident-problem management processes and work instructions. o Troubleshoots incidents and fulfills requests within established Service Level Targets. o Adheres to Desktop and End User Computing processes, procedures, policies, and job aids. o Provides a high level of customer service. o Interacts with business end-users, Service Desk, engineering, IT Information Security, and technology providers. o Receives little instruction on day-to-day operations and general instruction on new assignments from management. Show less

Charlotte, North Carolina

stalled, configured, maintained and supported all end user’s pc’s and laptopso Setup network and email user accounts/permissions, distribution groups, reset passwords via active directory and Office 365o Resolve Issues related to Windows, network connectivity, as well as problem associated with software and hardwareo Install software applications, hardware peripherals and devices, update software and hardware drivers as needed.o Install and maintenance local printers and setup… Show more stalled, configured, maintained and supported all end user’s pc’s and laptopso Setup network and email user accounts/permissions, distribution groups, reset passwords via active directory and Office 365o Resolve Issues related to Windows, network connectivity, as well as problem associated with software and hardwareo Install software applications, hardware peripherals and devices, update software and hardware drivers as needed.o Install and maintenance local printers and setup network printers. o Image, backup and restore of user’s data.o Setup projectors and Polycom systems for meetingso Experience with Cisco Webex o Root cause Analysiso VPN setup and support. Show less

Australia

o End user Administrationo Use of VMware and Virtual desktops.o Creating and managing AD accounts.o Establishing Outlook email accounts.o Building and management of Student computer Labs.o Setting up and management of staff computers and workstations.o Negotiating with external suppliers and vendors.o Sourcing new hardware and software vendors to assist with internal client needs.o Maintaining and updating the in house IT wikio Setting up and management of… Show more o End user Administrationo Use of VMware and Virtual desktops.o Creating and managing AD accounts.o Establishing Outlook email accounts.o Building and management of Student computer Labs.o Setting up and management of staff computers and workstations.o Negotiating with external suppliers and vendors.o Sourcing new hardware and software vendors to assist with internal client needs.o Maintaining and updating the in house IT wikio Setting up and management of common room meeting multimedia and AV devices.o Performing incident and request management activities in close co-operation with other Business School and UNSW IT support groupso Performing a high level of incident and request resolution in remote control methods where possible.o Setting up and configuration of users mobile devises.o Logging and updating incident /requests received through face to face, email and phone directly into the enterprise service management tool.o Testing of the SOE and NON SOE software packages ensuring compliance with guidelines and policies.o Performing set tracking/reconciliation activities against monthly exception reports.o Creating IT policies, processes and standards in running UNSW desktop computing systems.o Providing executive level desktop support for a range of operating systems and applications such as Window, MAC OS, SharePoint, Dynamic CRM etc. Show less

Australia

o Giving ongoing support to internal and external clients (around 500 users)o Investigating and resolving technical issues with front-end systems, in particular Lotus Notes, Windows NT/2000/XP, Office suite, SQL and various in house systems such as QTIME, QDMS, AUTOCA, JDE and many moreo Creating and managing user accounts and negotiating with suppliers /vendors, back – end support teams, database administrators and JDE administratorso Responding to requests via a Lotus Notes help… Show more o Giving ongoing support to internal and external clients (around 500 users)o Investigating and resolving technical issues with front-end systems, in particular Lotus Notes, Windows NT/2000/XP, Office suite, SQL and various in house systems such as QTIME, QDMS, AUTOCA, JDE and many moreo Creating and managing user accounts and negotiating with suppliers /vendors, back – end support teams, database administrators and JDE administratorso Responding to requests via a Lotus Notes help desk Systemo Administrating company core softwareo Installing software and hardware o Customizing computers to user specification.o Sustaining functionality of fax, photocopiers and printerso Maintaining Laptop and desktop connectivity with the networko Installing and setting up of emails on mobile devises such as PDA’s and mobile phones. Show less

Certificate Iii In Information Technology, Information Technology

Education record