Sunny Ho Email & Phone Number

Bakersfield, California, United States

Bakersfield, California, United States

• Deploy and provide support for company laptops, desktops, tablets, phones, and printers
• Completed Windows 10 upgrade project within deadline to keep systems’ security up-to-date
• Manage IT inventory and procurement to ensure quick turnaround for equipment needs
• Planning and setting up workstation infrastructure for upcoming company expansion
• Complete company-wide Microsoft 365 Migration

• Manage clients’ trouble tickets and provide Tier 1 and Tier 2 network support
• Update customer network equipment entries through a company proprietary monitoring system to ensure information is accurate and up to date
• Maintain trouble tickets and engage clients with updates on issue, troubleshooting performed, next steps, and resolution
• Minimize network downtime by proactively monitoring equipment, verifying device configuration, and escalating to the appropriate teams when necessary
• Uphold a 95% or higher success rate of customer SLA metrics by acknowledging and resolving tickets in a timely manner based on priority level
• Dispatch and remotely support on-site technicians with installation/troubleshooting of network equipment

• Configured and staged customer equipment in preparation for deployment
• Staged over 100 devices a week, including Cisco Routers, Switches, ASA’s, Meraki, and VoIP Phones, to meet shipping deadlines
• Created and revised staging documentation to ensure an easy-flowing and efficient process
• Met department 4DX goals to achieve an overall customer satisfaction score of over 90%