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Work Background
HI Tech Hui, LLCL2 Systems Support Analyst
May. 2025Honolulu, Hawaii, United StatesProvide advanced technical support and system administration services for diverse client environments as part of a managed service provider team. Deliver comprehensive IT infrastructure support, troubleshooting, and maintenance across multiple client organizations.
Key Responsibilities:
Desktop & Server Support: Diagnose, troubleshoot, and resolve complex technical issues on Windows 10 and Windows 11 workstations. Perform system configurations, software installations, and hardware maintenance to ensure optimal performance and security.
Network Infrastructure Management: Configure and maintain network equipment including managed and unmanaged switches, firewalls, and wireless access points. Install and terminate network cabling, troubleshoot connectivity issues, and optimize network performance for client environments.
Office 365 Administration: Manage comprehensive Office 365 tenant administration including user provisioning, licensing, security policies, and mailbox management. Configure and maintain Exchange Online, SharePoint, Teams, and other Microsoft cloud services.
End User Support: Provide direct technical assistance to end users on Office 365 applications including Outlook, Word, Excel, PowerPoint, Teams, and SharePoint. Deliver training and guidance to improve user productivity and resolve application-specific issues.
Client Service Delivery: Maintain high levels of customer satisfaction through prompt response times, clear communication, and professional service delivery across multiple managed client accounts.
Adventist Health Castle HospitalSenior Desktop Support Technician
Mar. 2024 - May. 2025Kailua, Hawaii, United States
CobaltixService Desk Engineer
Jul. 2021 - Jul. 2024San Francisco, California, United StatesService Desk position helping SMB clients with technical issues including mobile devices, desktops, and on-premises and cloud-based technologies. Point of contact for smaller clients, ensuring that invoicing, services, and endpoints were all kept up to date and functional. Technologies used: Android OS, iOS, Windows 10 & 11, Mac OS 10.13+ & 12. On premises Windows servers, Exchange. Microsoft Office 365 administration.
Hawaiian TelcomCustomer Care Representative
Sep. 2017 - May. 2021Honolulu, Hawaii, United StatesTechnical support for a large, Hawaii- based Internet Service Provider. Providing technical support and assistance to customers with technical issues and training related to telephone (POTS and VoIP), Internet, and Video services. Used various company-specific systems to rectify billing issues, recommend and sell services, and solve technical issues. Interacted with management, other departments, and specialists to correct billing issues and resolve technical problems.
PACXANetwork Support Technician
Jun. 2015 - Sep. 2017Honolulu, HITechnical support for 100+ small to medium business organizations in Hawaii, providing telephonic, remote-viewing, and in-person support. Junior server administration on Windows 2003, 2008, 2012, Windows Small Business Server 2003, 2008, 2011. Email administration via Microsoft Exchange and Office 365. Desktop support for Windows XP, Vista, 7, 8/8.1, and 10 as well as Mac OS X. Mobile device support on Android and Apple iOS devices. Virtualization support through VMware vSphere, Citrix XenApp and XenDesktop. Microsoft Terminal Server and Remote Desktop Session support. Microsoft SharePoint support and administration. Anti-virus and malware execution. Microsoft Office suite support. Remote support using Citrix GoToAssist, LogMeIn, and LogMeIn Rescue.
TEKsystemsHelp Desk Support
Jun. 2014 - Jun. 2015Honolulu, HawaiiTechnical support for O’ahu operations at Coldwell Banker Pacific Properties. Interacted with management, support staff, and sales agents. Utilized Windows-based administration tools, solve password, account, and miscellaneous issues. Created, modified, and removed user accounts using Active Directory. Affected positive outcomes to sales agent issues via remote-viewing and in-person visits. Trained staff with computer usage and specific applications.
MINI of HawaiiMotoring Advisor
Nov. 2013 - Jun. 2014honomu, hawaiiDirect automobile sales in person, via phone, and email. Interacted with various internal / external departments and personnel to ensure successful resolution of problems and a positive sales experience. Spoke at external events to share history / sales information of MINI lineup. Tracked and investigating contacts via contact management software, financial databases, and MINI USA generated leads. Trained customers regarding MINI features operation..
TEKsystemsIT Contractor
Jun. 2013 - Nov. 2013Island of O'ahuTechnical support for all Goodfellow Brothers operations on the Island of Oahu.Interacted with Regional Manager, Project Managers, Project Engineers, Foremen, and all Goodfellow employees needing technical assistance. Areas of support included iPhones, iPads, Windows 7 desktops and laptops, and Xerox WorkCentre copiers. Infrastructure support included creating and deploying Ethernet cords, switches, WAPs, printers, VoIP phones, and servers. Approved, purchased, delivered, and tracked IT supplies for the region. Coordinated with Goodfellow IT Director and SysAdmin to ensure consistent deployments of equipment and proper training on devices for users.
Kapiolani Community CollegeIT Specialist (Professional Development Coordinator)
Sep. 2012 - Jan. 2013Honolulu, HIProfessional development coordinator for 400+ faculty and staff members on campus. Planned, scheduled, and executed professional development sessions. Supervised a staff of 5 to ensure 1:1 assistance was available for faculty who requested technical training. Served as campus Web Conferencing Administrator for Blackboard Collaborate.
University of Hawaii at ManoaIT Specialist (Web Conferencing Administrator)
Mar. 2010 - Sep. 2012Honolulu, HIWeb Conferencing Administrator for Blackboard Collaborate: 850+ users across 7 campuses of the University of Hawaii system. Developed training & marketing materials to include orientation presentations, quick reference sheets and demonstration presentations. Created, invoiced, and tracked “virtual offices” generating over $100,000 income for College of Education. Provided written, telephonic, and in-person training for web conferencing software, general office hardware, and major operating systems (Windows XP+, Mac OS X 10.5+, and Ubuntu 10.04+). Assisted in supervision of technical support staff in absence of Technical Support Manager. Coordinated and deployed Ubuntu 10.04 distribution to 25+ computers distributed via MACIMISE (The Mathematics and Culture in Micronesia: Integrating Societal Experiences) throughout Central and South Pacific.
Provided technical support and consultation for “webinars” ranging from single-presenter and small group to larger groups of multi-presenter panels and 250+ local attendees + distance audience. Created, tracked, and logged invoices for Collaborate services as well as Distance Education consulting group. Managed Graduate Assistant and assisted in management of student technicians. Traveled to other University of Hawaii campuses to demonstrate software and coordinate possible deployment of Blackboard Collaborate. Coordinated with Blackboard (company) for resolution of “Tier 2” tickets and to disseminate system status information.
University of Hawaii at ManoaTechnical Support Specialist
Sep. 2009 - Mar. 2010Honolulu, HIProvided support for faculty and staff using COE computers and software. Installed and deployed college standard machines, both Windows (XP and 7) and Macintosh (OS X10.5 and 10.6) operating systems. Deployed and troubleshot office equipment, A/V equipment, and computer systems. Provided telephonic and e-mail based support as well as in-person.
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