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Khin
kyeey1990@gmail.com
617-834-6345
Quincy, MA 02170
Senior Analyst Digital Workplace
21 years experience
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Summary

IT Senior Technical Support Professional with experience in installation/configuration, operations, systems maintenance, and hardware/software-related issues. Performed extensive system admin functions including configuring, upgrading, and managing servers. Highly proficient in Windows and MacOS software applications. Lead projects to upgrade software and hardware, and to resolve issues while closely working with the CIO and IT Directors and Vendors. Strengths include outstanding customer service, complex problem solving, analytical thinking, troubleshooting, excellent communication, and request fulfillment.

Experience
Senior Analyst Digital Workplace
Information Technology
Mar 2019 - Apr 2020
Boston, MA
  • Analyzed, identified, troubleshot, and performed repairs related to MacOS / Windows operating system, various hardware / software issues, laptops, printers, scanners, software applications, network, and peripheral issues.
  • Handled walkups and extreme situations supporting Senior Executives leadership with white glove support.
  • Configured, installed, upgraded, and maintained Mac / Windows devices. Installed applications manually or using JAMF Mobile Device Management Console and Kace-Systems Management Appliance Administrator Console.
  • Migrated Mac users' devices to a new mobile device management (MDM) software JAMF.
  • Administered AirWatch (Mobile Device Management) Apple device enrollment / encryption on company smartphones, tablets, and Laptops. De-enrolled user devices and wiped clean when off boarded. Managed and up-to-date Devices Inventory in AirWatch (MDM).
  • Administered Active Directory Management including managing and creating user accounts / groups, removing off-boarded user accounts (archived email and backup data), configuring user properties, adding roles, and granting special permissions to users. Assisted in license (Office Suite, Visio, MS project, management).
  • Performed technical support for Microsoft Office 365 Suite, email, OneDrive, SharePoint, Jira, Cisco Jabber, VPN, and ZScaler including troubleshooting, installation, and configuration according to SLA and SOP to complete service requests. Created, modified, and maintained all IT document, problem resolution and user manual up to date.
  • Provided IT orientation and training to users and VIP for IT systems, network drives, Microsoft Office 365.
  • Handled setup, configuration / supported of smartphone & tablet technologies with email, wi-fi, cisco jabber, VPN, Zoom, and resolved mobile connection problem.
  • Completed various high-demand projects (deployed and established eFax/JAMF, and imaging PCs) successfully.
  • Experienced in working as a single point of contact / support, and making critical decisions as needed with little to no supervision.
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Network Administrator
Information Technology
Jun 2017 - Sep 2017
Boston, MA
  • Administered Hyena Active Directory/Exchange Management tool including managing and creating user accounts and groups (Distribution and Security), corporate email, configuring user properties, adding roles, and granting special permissions to users.
  • Performed as Administrator for VOIP, Cisco Unified Call Manager and Unity, including phones, voicemail, and user phone setup. Created (up to date) Shriner Hospital corporate phone's directory for Internal user.
  • Provided technical support for Microsoft Office Suite products (2013), Enroll Smart Card, Cisco Any Connect VPN, Symantec Endpoint Protection including, troubleshooting, installations, configuration, analyst root cause and resolve problems.
Cisco Network Administration VoIP VPN
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Desktop Technical Support Analyst, Office
Information Technology
Jun 2017 - Aug 2017
Dorchester, MA
365 Administrator
  • Administered AD / MS Office 365 Management including user accounts, email accounts, groups, sites, OneDrive, and SharePoint.
  • Managed, setup, installed and configured company connectivity (internet/Wi-Fi connection and printers).
  • Maintained Office 365, Visio, MS Project, Quick Book, Peachtree, Adobe licenses Inventory, and add/remove user licenses.
  • Responded to Spice work ticketing system, provided technical support on various and hardware/software issues.
MS SharePoint Office 365 Printers
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Senior Desktop Support Specialist, System Administrator
Information Technology
Feb 2010 - Jan 2017
Medford, MA
  • Provided in-depth technical/functional solutions to business leaders and IT management that ensured development and configuration of efficient application systems in accordance with established standards, procedures, and methodologies.
  • Built and maintained strong relationships with team members, vendors, and other departments involved in the projects. Owned stakeholder management: responsible for setting customer expectations and leading efforts to sustain customer satisfaction.
  • Assisted in developing technical training material, procedures, and updating project plans in accordance with the company's good documentation practices policy and according training policy. Kept IT asset management and inventory system up to date.
  • Administered Active Directory Management including managing the new hire and termination process for all employees, creating user accounts / groups, configuring user properties, adding roles, and granting special permissions to both domestic and worldwide users.
  • Actively planned, deployed, and managed Kaspersky Endpoint-10 server including creating standalone installation packages based on country location, policies, encryption, and tasks. Monitored user computers to ensure proper antiviral protection and up to date.
  • Created standard images by laptop model using Symantec Ghost Imaging System and reimaged computers.
  • Provided technical support for Microsoft Office Suite products, Serenic Navigator, and Jet Reports including troubleshooting, installations, configuration, and archived emails based on established policies. Supported mobile devices and resolved mobile connection problem.
  • Mentored peers, junior team members, and Years Up Corporation's interns to achieve next-level technical experience. Provided weekly technical IT training, software training to domestic and field users.
  • Diagnosed network port issues and resolved the issues actively and installed base of AV equipment in boardroom and conference rooms. Maintained conference room equipment functionality and video conferencing systems. Trained and supported user meetings.
Desktop Support Mobile Devices System Administration
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Telecommunication / Technical Support Specialist
Information Technology
Oct 2004 - Dec 2009
Cambridge, MA
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Mar 2004 - Oct 2004
Braintree, MA
IT Service Support & Exchange Server Support STARWOOD TECHNOLOGY CENTER
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Computer System Specialist
Feb 2001 - Dec 2002
Braintree, MA
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Edit Skills
Non-cloudteam Skill
Education
APL-Mac 101-140 macOS Support Essentials
NEW HORIZONS TRAINING CENTER 2020
FUTURE MEDIA CONCEPT MAC APPLE TRAINING CENTER
PINK ELEPHANT
GLOBAL KNOWLEDGE TRAINING CENTER
Foundation Training
BOSTON UNIVERSITY
COMPUTER PROGRAMS
WENTWORTH INSTITUTE OF TECHNOLOGY
Yangon, Myanmar
RANGOON SCIENCE AND ART UNIVERSITY
Certifications
MCP+I
MCSA, MCT, MCSE, A+
Certificate: Installing and Configuring Windows 7 (70-680)
Certificate: Interconnecting Cisco Network, MS Windows2003, CMBA Call Manager Administration
Master Certificate: MCSE Administration and PC Service Support
Certificate: Computer Programming
Skills
Desktop Support
2017
7
Mobile Devices
2017
7
System Administration
2017
7
Cisco
2017
1
Microsoft Excel
0
1
MS SharePoint
2017
1
Network Administration
2017
1
Office 365
2017
1
Printers
2017
1
VoIP
2017
1
VPN
2017
1