Derek Yuan

Experience

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  Unidata and Communications Inc.,

  Jan 2005 - Jan 2007

  Break-fix Technician, MAC (Moves, Add, Changes)

  • Provide extensive end-user support for VPs, traders and staffs while minimizing down-time and interference to the mission-critical daily banking and trading operations.• Build, deploy and support computer-systems on JP Morgan’s OneDesk(Windows XP based) operating system.• Seamlessly relocate computer systems of Traders, Bankers and VPs with minimal disturbance to banking and business operations.• Administrate user accounts on a Tree/Forest Novell/Domain Level.• Diagnose, troubleshoot, and repair computers quickly and efficiently to meet within SLA (Service Level Agreement). • Gain extensive experience in system operations and various types of hardware and software. Show less

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  NTT America

  Jan 2007 - Jan 2011

  Network Operations Center - Customer Front

  • Create, document and follow-up on trouble tickets and provide timely status updates during network outage.• Communicate between end-customers, NOC engineers and vendors to expedite network troubleshooting and recovery. • Provide remote troubleshooting over the phone with on-site users utilizing various types of hard and soft loop-backs.• Proactively monitor network outages and engage responsible vendors and carrier in troubleshooting.• Remotely accessed CPEs to retrieve hardware/software configurations and settings for customer dispatch.• Maintain and install node equipment, patch panels, cable runs, grooms, inventory and co-location hosting.• Maintain, create and notify customer of upcoming scheduled carrier maintenance. Reschedule maintenance with carrier/vendor. Show less

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  Myriad Tech Solutions

  Feb 2014 - now

  Technical Support Engineer (Level 1)

  • Providing Level 1 technical assistance over the phone and via remote monitoring applications• Using Ticketing System to record, escalate and track client issues• Troubleshooting and resolving a range of technical computer-related problems• Making the distinction between desktop, server, and network issues• Providing general desktop support for PCs running Windows 7, Office 2010, and Symantec Antivirus• Researching problems independently to identify possible solutions• Diagnosing and resolving desktop setup and repair issues as well as all local and network printer issues.• Escalating tickets to appropriate team members when necessary Show less