LUKE YIN
Riverwood,Australia
Summary
Qualified technical specialist with solid background in technical support and system troubleshooting. Demonstrated ability to optimize system performance and deliver effective technical solutions. Proven expertise in diagnosing complex issues and implementing corrective actions.
Overview
6
6
years of professional experience
Work History
TECHNICIAL SPECIALIST
Hotline IT
04.2022 - Current
- Provided exceptional L1 to L3 customer support, resolving complex technical issues with effective communication skills.
- Office 365, Azure AD, and Intune experience
- Windows Server - install, config, maintain etc
- Setup/Troubleshoot firewalls, switches & routers
- Work as a team escalation point to troubleshoot and fix complex issues
IT SUPPORT TECHNICIAN
IT&C Managed IT Services
12.2018 - 04.2022
- Trained junior technicians on industry best practices and company-specific procedures, fostering a culture of continuous learning and professional growth.
- Liaise with vendors / third parties and manage their service delivery contributions
- Provide onsite support at client locations
- Project deployment, such as PC, firewall, router, switches, AP setup
- Victoria Basement firewall upgrade: Upgrade from Cyberoam to Sophos firewall for all Victoria Basement sites
- Proactively monitor and managing our client's IT environments
- Provide support for emergency outside of normal business hours
- Work with senior consultants and account manager staff to ensure effective management of the client base
Education
CCNP - Routing and Switching
Logitrain
Sydney, NSW01.2018
Master of Science - Telecommunication Engineering and Engineering Management
University of Technology Sydney
Sydney, NSW07.2016
Bachelor of Science - Telecommunication Engineering
Qiqihar University
Qiqihar, China07.2013
Skills
- Microsoft suites support
- Mobile devices support
- Server troubleshooting
- Desktop troubleshooting
- Network troubleshooting
- Datto backup technology
- VPN technologies
- Firewall technology
- Virtualisation technologies
- NSW driving license
Additional Information
- Bilingual Chinese and English
- CCNP certification
- Datto certified advanced backup techniciaN
- MSCA Server certification
- Sophos certified network architect
Timeline
TECHNICIAL SPECIALIST
Hotline IT
04.2022 - Current
IT SUPPORT TECHNICIAN
IT&C Managed IT Services
12.2018 - 04.2022
CCNP - Routing and Switching
Logitrain
Master of Science - Telecommunication Engineering and Engineering Management
University of Technology Sydney
Bachelor of Science - Telecommunication Engineering
Qiqihar University
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