Terrence Yu Email & Phone Number

Markham, On, Ca

Toronto, Ontario, Canada

Oversaw global IT systems and a team of 5 system administrators, ensuring reliable technology is provided to corporate users for continuous business development.• Addressed L2, L3 escalations of system inquiries via JIRA and PagerDuty and intricate issues necessitating thorough research• Built IT policies governing IT cybersecurity control (NIST, CIS) and audits (PAM, IAM)• Spearheaded critical IT projects, managing work breakdown and budgeting, scheduling, monitoring and tracking of technical progress; helped the team stay focus and remove project blockers• Guided critical IT projects and initiatives; implemented new technologies• Led P1, P2 major incident resolution, root cause analysis, and postmortem discussions; addressed escalations and action items promptly. Maintained 99% production uptime• Liaised and negotiated with vendors on IT related services• Architect ITSM workflows, aligning incident management, change management, Problem management protocols with stringent ITIL standards. Reduced 80% support errors• Improved operational efficiencies through automation, leveraging PowerShell, API usage, and Shell scripting; reduced 20% overhead on routine redundant tasks• Participated in Disaster Recovery plan for Corporate IT. Performed routine DR exercises to ensure system function reliability• Presented monthly SLA, KPI, system integrity reports for upper management reviews• Vendor and budget management. Directly dealt with vendors (Google, Slack, Atlassian, GTT, etc) and negotiated service terms and best pricing

Toronto, Ontario, Canada

Supported internal IT services, including emails, storage, printers, networks, Wi-Fi, video conferencing, SFTP, applications, directory services, virtualization, telephonies, servers, and user endpoints.• Maintained existing servers (Microsoft Windows & Linux) and new server for business development. Supported both VMware and Cloud computing• Managed network connectivity and network security, between 6 overseas offices and Head office• Packaged applications in Self-service portal for software installation; reduced software installation request by 50% - equivalent to 0.5 FTE hour• Migration and support of telephony systems• Conducted advanced LAN/WAN troubleshooting at endpoint, firewalls, switches, and infrastructure levels by conducting wireshark and packet analysis• Supported multiple IDP services (AD, Azure, LDAP, Duo, Google)• Deployed domain-level Group Policy Objects and password policies governed by NIST• Responsible for the full administration of Google Work Space products• Provided storge appliances administration, which includes sharing protocols configurations, network share creations, permission controls, retentions, and restorations• Implemented tailored security remediation strategies results from comprehensive penetration tests and zero-day vulnerabilities• Actively monitored system status via PRTG and proactively tackled potential issues

Toronto, Ontario, Canada

Responsible for resolving L1 help desk trouble tickets, prepare new hires and terminations, maintaining on-site IT equipment. Acted as a server/network smart hands.• Provided internal IT support. Achieved over 90% first contact resolution and 95% SLA ratings.• Participated and led projects - PC refresh; OS upgrade; server upgrade; backup solution• Educated internal colleagues in innovative technologies by conducting presentations• Assisted in server backup tape rotation and data recovery• Printer and network connectivity troubleshooting• Performed advanced PC/Laptop, mobile devices and peripheral repairs.