Andrew Lu

At Datto I am a technical specialist for the RMM(Remote monitoring and management) product that MSP(Managed service providers) use to manage their clients who are needing IT services. I inform, support, triage, investigate and problem solve on a global scale, this includes:

• OS: Windows/Linux/Mac
• Testing and replicating issues to provide senior technicians for escalations
• Powershell scripting
• MDM (Mobile device management) support
• Integration with proprietary and third-party software
• Collaborating with different team and other teams
• Backup, software, patch and device management
• Monitoring/Managing all aspects of hardware & software
• Technical global support and customer relationship for over 5million clients

At UBT I was an IT Support Agent who provided face-to-face and remote support to the multiple businesses that the company owned or clients who used our office space. I was responsible for:

• Windows Server management
• O365/Azure management
• Active directory
• Print management
• Cisco Audio/Visual software and hardware
• Procurement, device and office management
• Internal stake holder relationship management

At Coregas I was Helpdesk Support for internal stake holders and customers. This was a hybrid role as there was some customer support for our mobile applications. I was involved in the following:

• Use of MS Dynamics for applications and using SQL queries for minor fixes
• Managing all desktop, laptop and mobile imaging
• Internal and external stake holder
• O365 management
• Internal phone management system
• Hosted training programs for users

At eHealth I supported the NSW Pulic Health department apart of a service desk which provided remote support for all assets and internal stake holders within the organization.

• Fast paced high volume call-centre environment
• Multiple active directory support
• Knowledge and document management for all tickets and knowledge articles
• Supporting over 140,000 users everyday
• Self KPI management