Lawrence Chin

About Lawrence Chin

Professional experience with PC repair, tech support, mobile devices, customer service, networking experience, and retail sales with a passion for technology. I am a strategist that loves to troubleshoot, which motivates me to get the job done. I love to learn and I\'m not afraid of asking for assistance, which, I believe is a superpower all on its own. I\'m self-motivated, trustworthy, loyal, friendly, hard-working, and a cooperative team player that can adapt to any workplace environment especially in a fast-paced environment. I refuse to disappoint. I possess excellent oral and written communication with a matchless ability to manage multiple projects successfully.Here is my skill set:•Knowledgeable with Windows & Mac OS X, iOS & Android devices|•Active Directory |•Computers Hardware and software |•Familiarity with ServiceNow, Fresh Service, Zendesk ticketing service|•Work independently and in team environments |•Windows 7, 8, 10 |•Troubleshooting PCs, Mac OS, Linux|•Network Laser/Ink-Jet/Document Printers |•Customer service/support expert |•Attention to detail |•Emphatic|•Excellent in oral & written communication|

Experience

1. Service Desk Analyst (Contractor Belcan)

   Grifols

   Nov 2021 — Present · Emeryville, CA, US

   Perform troubleshooting procedures and solve technical problems on computer hardware, software, components, and network connectivity by using Remote Desktop or Beyond Trust Remote Desktop-Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries-Receiving, logging, and managing calls from internal staff via ticketing system, telephone, and email-Provide 1st, 2nd, and 3rd line support - troubleshooting of IT-related problems from in-house software to hardware, such as Laptops, desktops, and Printers-Troubleshoot basic network issues such as MPLS and broadband issues-Escalate unresolved calls to the next-level support team-Take ownership of user problems follow up the status of problems on behalf of the user and communicate progress in a timely manner-To maintain a high degree of customer service for all support queries and adhere to all service management principles-Publishing support documentation to assist staff with requests for information & provide staff training if required-To arrange for external technical support where problems cannot be resolved in-house-Use Active Directory to create user accounts, reset passwords, create groups, etc-Use Microsoft Exchange to create mailboxes, distribution lists, contacts, storage quotas, accesses, etc-Troubleshooting of Microsoft-based operating systems with an emphasis on Windows 10 and Office 365-Perform anti-virus/malware scans through McAfee Security.

Education

• Westmoor High School

  High School Diploma

  2004 — 2007

• Southern New Hampshire University

  Bachelor's degree, Information Technology

• City College of San Francisco

  Associate's Degree, Information Technology

  2014

Skills

• Troubleshooting
• Printers
• Hardware
• Help Desk Support
• Customer Satisfaction
• Information Technology
• Clerical Skills
• Technical Support
• Software Installation
• Vpn
• Networking
• Citrix Receiver
• Windows 7
• Operating Systems
• Microsoft Office
• Computer Hardware
• Microsoft Excel
• Google Docs
• Vmware
• Customer Support
• Computer Security
• Printer Support
• Iphone
• Ios
• Windows Xp
• Social Media
• Mobile Devices
• Os X
• Windows
• Wireless Networking
• Laptops
• Computer Repair
• Microsoft Word
• Team Leadership