Isaac Chiu
Senior IT Support Engineer
Summary
Adept at hardware troubleshooting and fostering team collaboration, I significantly enhanced IT operations at Google Taiwan and other leading companies. My expertise in hardware components replacement and problem-solving abilities ensured over 99% positive feedback on resolved tickets, showcasing my commitment to reliability and effective communication.
Overview
19
19
years of professional experience
7
7
years of post-secondary education
3
3
Certifications
Work History
Equipment Maintenance Technician
Google Taiwan (Onsite Via Astreya)
10.2023 - Current
- To handle 1000+ servers and 3000+ IT-relevant devices at the Google Taiwan campus, cooperating with team members, including maintenance, components replacement, and decommissioning devices according to SOP.
- To minimize the time-consuming process of troubleshooting, issue checking, replacing malfunctioning parts, and ensuring that all steps follow SOP.
- To support IDF room tickets, such as cable inspection, labeling, smart hands requirements for servers or network equipment from remote sites, and so on. All steps should abide by SOP.
- To escalate the complex ticket to the proper team, for instance, IT specialists and technical supervisors. Technicians should reach out to the relevant personnel to escalate, following SOP.
- To keep positive comments of applicants of resolved tickets more than 99%, and to keep SLA meet the standard of Google.
Senior IT Support Engineer
COMTREND
08.2020 - 04.2023
- To handle 30+ servers and 300+ IT-relevant devices, and provide IT support to resolve 25+ client issues daily.
- Dealing with technical issues of IT assets, including rapid troubleshooting, repairing, and unit replacement.
- Server room monitoring, including server room humidity, temperature, server performance, status, and to take actions once alerts occurring.
- Server room cabling organize construction management. To work with the vendor to organize the cabling of the server room, from messy to well organized.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to users.
IT Support Specialist
Pole To Win Groups
10.2018 - 01.2020
- To manage 20+ servers and 200+ IT devices, including configuring, parts replacement, and OS reimage.
- To be in charge of help desk tickets, troubleshooting, and resolving desk-side issues in person or remotely.
- Determined hardware and network system issues quickly by using proactive troubleshooting techniques.
- Cabling project of new site management, to work with vendor that completes cabling of new site on time.
- To deal with server room tickets, such as cable replacement, cable labeling, and smart hands requirements from HQ, that follow SOP.
- Server room monitoring, including server room humidity, temperature, server performance, and status, and take action once alerts occur.
- Perform IT training for internal users and technical training for junior IT engineers.
IT Support Engineer
DXC-HPE
10.2017 - 2 2018
- Using ticket system to manage and process support actions and requirements.
- To manage 20+ servers and 100+ IT devices, I quickly solved 20+ customer issues daily with a 98% success rate, including configuring, parts replacement, and OS reimage.
- Provided repairing services for devices such as servers, desktops, and laptops.
- To support server room tickets, e.g. cable replacement, cable labeling, and smart hands requirements from HQ, that follow SOP.
- Translated complex technical issues into digestible language for non-technical users.
IT Specialist
Taipei World Trade Center (on Site Via Carewell)
07.2016 - 09.2017
- To manage 20+ servers and 150+ IT devices, including maintenance and parts replacement.
- Completed the WIFI rebuild project with vendors for the Taipei World Trade Center, including implementing WIFI AP, controller, edge switches, core switches, and firewalls.
- To support server room operation, e.g. cable replacement, cable labeling, and smart hands requirements from HQ, that follow SOP.
- Responded to support requests from end-users and patiently walked individuals through troubleshooting tasks.
- Explained technical information in simple words to promote better understanding for non-technical users.
IT Engineer
Self-Employed
03.2014 - 07.2016
- Providing IT outsourcing services for SME clients. Including IT Help Desk, server maintenance, and network implementation.
- Set up IT environment for SME clients. Including maintenance PCs, servers, networks, and peripherals.
- Established, repaired, and optimized networks by installing wiring, cabling, and devices.
- Worked as a consultant to help clients and provide the best IT solution for SME clients in a cost-effective way.
IT Maintenance Engineer
The Capital Group (on Site ViaTUNG-I)
12.2010 - 02.2014
- To handle 500+ servers and 1000+ IT-relevant devices at The Capital Group HQ, cooperate with team members, including maintenance, component replacement, and decommissioning IT assets according to SOP.
- Assisting server room management, including local and IDC server rooms for replacing servers, routers, switches, and cable-relevant works that follow SOP.
- Provided IT Help Desk to internal users through desk-side support services. Such as office or Windows OS troubleshooting.
- To work as a contact person, to resolve IT requirements, or perform IT Help Desk remotely for overseas colleges.
IT Technician
Rong Da Firm
01.2006 - 12.2010
- Set up IT environment for SME clients. Including maintenance PCs, servers, networks, and mobile devices.
- Performed troubleshooting and repaired PCs, laptops, servers, network equipment, and peripheral devices for SME clients.
- Established, repaired, and optimized networks by installing wiring, cabling, and devices.
- To explain technical information in clear terms to non-technical individuals, in order to provide better understanding.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Education
Bachelor of Arts - English Language And Literature
FU JEN Catholic University
New Taipei City 09.2013 - 06.2017
Associate of Science - Management Information Systems
China University of Technology
Taipei City, Taiwan 09.2001 - 06.2004
Skills
Hardware Troubleshooting and Diagnostics
Hardware components replacement
Problem-solving abilities
Effective Communication
Help Desk Experience
Team Collaboration
Time Management
Reliability
Languages
Mandarin
English - C1 Level
Certification
MICROSOFT CERTIFIED INFORMATION TECHNOLOGY PROFESSIONAL (MCITP)
Timeline
Equipment Maintenance Technician
Google Taiwan (Onsite Via Astreya)
10.2023 - Current
Senior IT Support Engineer
COMTREND
08.2020 - 04.2023
IT Support Specialist
Pole To Win Groups
10.2018 - 01.2020
IT Support Engineer
DXC-HPE
10.2017 - 2 2018
IT Specialist
Taipei World Trade Center (on Site Via Carewell)
07.2016 - 09.2017
IT Engineer
Self-Employed
03.2014 - 07.2016
Bachelor of Arts - English Language And Literature
FU JEN Catholic University
09.2013 - 06.2017
IT Maintenance Engineer
The Capital Group (on Site ViaTUNG-I)
12.2010 - 02.2014
IT Technician
Rong Da Firm
01.2006 - 12.2010
Associate of Science - Management Information Systems
China University of Technology
09.2001 - 06.2004
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