Kevin Au

• 15 years of experience supporting information systems and technology, including computer hardware, peripherals, operating systems, and end-user software
• Receive and respond to tech support requests, provide direct technical support to customers, and route and escalate trouble tickets to appropriate techs or other departments, as needed. Field technical questions, solve computer-related issues, and provide customer service and technical support to end-users.
• Train and support users on hardware, software, and network connectivity.
• Troubleshoot operating systems, specialized applications, file services, and other technologies.
• Upgrade and patch operating systems and software, as necessary.
• Support Active Directory users, groups, and file shares.
• Experience with Enterprise deployment Intune, and Jamf.
• Manage the supported IT asset inventory, including check-out equipment, assist with the check-out of assets to end users, and train users on the use of equipment.
• Support MS Office 365 and support software Applications.
• Support Smartphones, tablets, network printers, projectors, and video conferencing systems

 15 years’ experience supporting information systems and technology, including computer hardware, peripherals, operating systems, and end-user software

• Receive and respond to tech support requests, provide direct technical support to customers, and route and escalate trouble tickets to appropriate techs or other departments, as needed. Field technical questions, solve computer related issues, and provide customer service and technical support to end-users.
• Train and support users on hardware, software, and network connectivity.
• Troubleshoot operating systems, specialized applications, file services, and other technologies.
• Upgrade and patch operating systems and software, as necessary.
• Support Active Directory users, groups, and file shares.
• Experience with Enterprise deployment Intune, and Jamf.
• Manage the supported IT asset inventory, including check-out equipment, assist with the check-out of assets to end users, and train users on the use of equipment.
• Support MS office 365 and support software Application.
• Support Smartphone, tablets, network printers, projectors, and video conferencing systems

Knowledge, Skills & Abilities

Strong knowledge of alternative operating systems (macOS and Windows) 

Comprehensive knowledge of operating systems, Active Directory, Microsoft Office, Adobe Suite, databases, and other office productivity technologies

Extensive knowledge of security access, network protocols, monitoring systems, and control

Extensive understanding of network connectivity (wired and wireless) as related to all operating systems

Ability to plan, organize and maintain inventory of all systems and other IT assets

BS Computer Engineering at San Jose State University