1. Jin Yang
Technical Skills
OS platforms:
Windows 2000, 2003, and 2008, Vmware ESXi 4&5
Applications:
SQL Server (2000/20005/2008), Microsoft Clustered Services, Webserver Microsoft IIS 7 & 8
Tools:
HP OpenView,HP Server Automation, HP Orchestra, VMware VSphere,Remedy Action Request
System, Enterprise Trouble Management System (ETMS), Symantec Endpoint Protection, McAfee Virus
Scan Enterprise, and MS Windows Debugging Tools
Areas of expertise
Event management, incident management, problem management, access management,IT operational
control, application management, and change management
Professional Experiences
Verizon Business Terremark (formerly Digex/MCI)
Position: Windows Escalation Engineer (June 2000 – March 31, 2015)
Provide second-tier technical support and troubleshooting of OS, software and hardware issues in
Window 2003, and 2008 environments. Work with vendors to resolve mission critical and business
impacted issues. Troubleshoot Windows 2008 Active Directory such as AD users and computers, domain
and trusts, DNS, WINS, and Windows networking protocals.
Support Vmware Vcenter 4&5, build and clone virtual machines, take snap shots, add/modify virtual
hardware,and clusters. Analyze and troubleshoot virtual machine performances, and alarms.
Perform SQL installations on standalone and HA cluster servers,database creations,database backups,
and database restores. Troubleshoot IIS webserver and db server connection issues, and deal with SQL
full and transaction log job issues.
Perform Veritas manual backup and restore,troubleshoot failed backup jobs, add and remove clients from
backup rotations
Train and act as a technical mentor to new employees and IME to ensure they understand operation
policies, procedures and technical skill.
Accomplishments:
Assisted with the development of SOPs to be followed by all Global Support Desk (GSD) personnel.
Maintained a Change Management success rate above 99% which was over target rate of 98.5%.
Consistently achieved the targeted Mean Time to Resolution objectives for all ticket priorities.
Verizon Business (formerly Digex/MCI)

2. Position: Client Services Technician II ( Nov 1999 – June 2000)
Handle escalations from Client Services Technician I in major technical issues, and ticket coordination.
Manage, and review daily status on open tickets and outstanding issues. Determine next course of actions
to ensure tickets are resolved within service level agreement. Work closely with supervisors to report daily
ticket status, address concerns,and update on important issues.
Accomplishment:
Reduced pending ticket status by 30%, developed operational procedure for warm handoff shift transitions,
handled approximately 400 calls & tickets per month.
Verizon Business (formerly Digex/MCI)
Position: Client Service Technician I (Nov 1998 – Nov 1999)
Provide end user support to Digex clients (tier 1). Handle phone calls and emails from customer for ticket
creations, problem documentations, and route tickets to appropriate groups. Troubleshoot and monitor
integrity of web servers,ftp servers,mail servers in Unix (Sun OS 4.1.4, Solaris), and NT 4.0 and Win 2K
environments. Coordinate with tier 2 Technical operations teams (Windows, Unix, and Network), and
other departments to ensure problems get resolved within SLA. Demonstrate friendly and professional
communication with customers, and maintain accurate ticket documentations
Miller Engle & Tierney LLP
Position: Junior Tax/Financial accountant (Mach 1998 to Nov. 1998)
Prepare balance sheets, income statement financial statements,monthly write-ups, and bank
reconciliations. Responsible for individual and business tax returns. Assist financial auditing to ensure
clients are conforming to accounting standards.
Other Proficiencies
Hardware:HP Proliant Servers DL 380, DL580, Compaq/HP Array controllers, MS1000/RA30 and HA
Fiber Cluster solutions.
Certifications
Windows 2000 Workstations, Windows 2000 Servers
Windows Server 2008 Active Directory, Configuring
Microsoft SQL Server 2005 - Implementation and Maintenance
VCP - VMware vSphere:Install, Configure, Manage [V5.0]
The foundation ITIL (2012 onwards)
Trainings
Completed VMware vSphere: Install, Configure, Manage [V5.5]
Education
University of Maryland at College Park (UMCP)
The Robert H. Smith School of Business
Bachelor of Science (BS) in Accounting May 1997

3. Citizenship
US citizen