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  1. 1. 3313 E. 26th Ave., Vancouver, B.C. V5R 1M1 Cell: 604.318.2258 Email: Qualifications  Cisco Certified Technician, Routing and Switching, TelePresence  CompTIA Network+, A+, Server+, PDI+ certified  Various certifications on IBM/Lenovo, HP, Dell, Xerox, and Lexmark Hardware/Software  7+ years of full time field/Deskside support technician for Compucom (previous Getronics) performing hardware and software support on Windows 7 and Windows Server  Experienced with VPN, DNS, DHCP setup, and Access point installation and configuration  Proficient with MS Office, MS Exchange  Excellent problem solving and troubleshooting skills for identifying and resolving problems  Thrive in a fast-paced environment and meet/exceed customer expectations  Currently pursuing Cisco Certified Network Associate Certification Work Experience Compucom Canada Co. 2008 – Present Desk side Support Technician (Bank of Montreal)  Participated in a network migration project to move 100+ users to a new office location; coordinating with the IT manager, HR manager, Project managers, Network Administrators, and Network Analysts; the responsibilities including assisting in designing new network infrastructure to facilitate new office floor plans, constructing VLAN settings information and port mapping solution for various department, and troubleshooting the physical network drop connectivity to confirm correct IP is leased  Support 200+ users in the Vancouver Downtown office for their laptops and desktops running Windows 7 and Office 2010  Provide technical support on new system deployment and implementation including Servers, Routers and Switches, and Printers  Act as a liaison between the clients and IT team to setup new users in Active Directory, configure new email accounts in Microsoft Exchange, and troubleshoot all other concerns that they have with their Hardware/Software provided by BMO  Image and install workstation operating system and software, backup and restore user data, and setup and configure VPN and wireless network settings  Troubleshoot incidents and service performance issues, and provide remote and local workstation configuration and administration and end user support when required  Coordinate migration project of Windows XP to Windows 7 upgrade and execute them; outline processes and procedures and provide end user training as needed  Answer incoming phone calls, provide desk side support and handle walk-in questions in a courteous and friendly manner  Evaluate cost effectiveness of adopting the new technologies, and make recommendation to the use of new hardware and software Field Service Technician Petro Canada, Shell  Lead technician for province-wide 150+ gas stations System Upgrade Rollover Project: coordinating rollover schedules and performing mission-critical software/hardware upgrades on POS and Back Office systems  Provide day-to-day POS Hardware/Software support including PC, printer, and all other peripherals Great West Life/London Life, Starbucks Office
  2. 2. AlanChou  Participate in Windows upgrade project from XP to 7; perform data migration to new systems and ensure all data is properly migrated, and provide new system training after the upgrade  Troubleshoot corrupted operating system and defective hardware; perform system reimage, data backup and restore, and software installation as needed General Duties  Other accounts including Home Depot, Shoppers Drug Mart, Sports Check, and Tim Horton’s etc.  Facilitate remote helpdesk support to troubleshoot and test specialized hardware/software deficiency including Servers, Routers and Switches, and Workstations  Troubleshoot and repair various type of printers including DesignJet Plotter, Multifunctional, Color LaserJet, InkJet, and Mono LaserJet.  Monitor and respond to customer identified technical requirement, document and resolve the findings  Managing inventory; compile and submit reports on assets at Compucom using Clarify/Clearvision GUI  Providing on-call support on a scheduled basis for 24hrs support and ensure urgent technical issues are resolved in a timely manner Education Simon Fraser University Bachelor of Science, Computing Science and Mathematics Joint Major June 2013  Concentrations: Networking Protocols, Web Design, and Java Programming Additional  Language: Fluent in Mandarin  Interests: Snowboarding, Basketball, Movie viewing, and Practice Chinese Calligraphy