Calvin Wong

Experience

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  Data Doctors

  Oct 2013 - Jun 2018

  Computer Technician

  * Worked in a fast-paced environment multi-tasking between repairing up to 20 systems simultaneously, while managing multiple projects and servicing customer in store via in-person/telephone/email/remote desktop sessions – similar to a help desk/service desk operation.* Managed store operation from customer service and customer relationship management and incident tracking/ticketing system (Microsoft Dynamics CRM), cross-training, inventory and asset management, break/fix of customer’s systems, and sales.* Installed and configured home networks (wireless routers, network printers, VPN, VoIP), new install or upgrade of operating systems (PCs: Windows, Macs, Linux; mobile device: Android, iOS, Microsoft), and new application install and upgrades.* Performed analysis and troubleshooting of PC, Macs, Linux, Android, iOS devices for customer, which may consist of performance optimization, virus/malware cleaning (CryptoLocker, browser hijack), setup test environment to replicate and produce customer’s issues, data backup/transfer/restore, software/firmware and operating system upgrades (Windows 10 upgrade), hardware replacement, and password resets.* Scheduled routine maintenance for proper patch management to take proactive approach to preventing viruses, performance issues, monitor potential hardware failures.* Provided support between customer and third-party vendors for software (Microsoft Office, QuickBooks, Sage Act, TurboTax).* Formalized and created technical standard operating procedures (SOPs) for troubleshooting and repair.* Cross-trained junior members in new process and store operations with emphasis in a team-oriented and collaborative approach.* Promoted sales through product recommendation to customers to ensure it meets monthly profit forecast. Show less

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  Sprouts Farmers Market

  Jun 2018 - Aug 2019

  Support Desk Technician

  * Provided first level support via phone, email, and remotely via Bomgar for Team Members at retail stores, corporate office, distribution centers, and remote user locations.* Working experience with DM Analytics Retail Application Suite (DMA) for inventory management - demonstrated basic working knowledge with SQL queries to search/filter for data.* Experience using Service Now platform for ticket management, following up with Team Members and troubleshooting resolutions.* Assisted Team Members with portal access issues on the Vine, Active Directory, Okta, Server EPS, and ISS45.* Basic knowledge of SQL Server Management, running basic queries and functions.* Manage and work with vendors and suppliers, in terms of troubleshooting and coordinating when issues arises.* Business process improvement surrounding IT operations and service desk - e.g. identifying unneeded tasks/services to eliminate overtaxing of disk resources.* Participate in 7/24 on-call rotations.* Consistently one of the top performers in a high-volume support team, resolving 40+ calls daily for incidents, monitor for potential root cause to eliminate unneeded escalation. Show less

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  AccountabilIT

  Aug 2019 - Aug 2021

  Service Desk Technician
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  SwitchThink Solutions

  Oct 2021 - Jul 2022

  Service Desk Specialist II
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  Smiley Lifting Solutions - Spydercrane

  Nov 2022 - now

  Linux System Administrator