Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Andy Ta

Andy Ta

Milpitas

Summary

Highly skilled and results-oriented IT Engineer with a strong background in Tech Support, Onboarding, Asset Management, Hardware Deployment, Imaging, MDM, and DevOps. Proven track record of delivering comprehensive support and troubleshooting services across diverse environments. Proficient in diagnosing and resolving hardware, software, and network issues to optimize performance and enhance user satisfaction. Experienced in managing IT support operations, logistics, inventory, SLAs, and ticketing systems. Skilled in implementing effective solutions and providing exceptional customer service. Committed to staying abreast of emerging technologies to continuously enhance support services and operational processes. Experienced as a Proactive Product Specialist with advanced problem-solving skills and technical aptitudes. Effective at working independently and as a contributing member of a team. Talented in day-to-day product management and analysis.

Overview

10
10
years of professional experience
1
1
Certification

Work History

IT Operations Engineer

Motional
04.2023 - Current
  • Sole IT Engineer stationed in the Milpitas office, representing the face of IT and managing the entire office efficiently while solo.
  • Asset/Ticket Management with Service Desk Google Workspace, Okta, Zoom, Slack, Teamviewer, JIRA Admin
  • Ensured all tickets were responded to and closed by Service Level Agreement times
  • Face of IT handling all daily walk-ups and tickets that originated from Northern California as Help Desk
  • Managed Approval Stages for End Users requesting access to applications, while also providing the licenses after proper approvals were met
  • Handled all international travel requests including collecting the End User's laptop and deploying a Loaner for Tier 4 and above countries.
  • Handled all of data retention for offboarding employees
  • Citrix Admin - VDI Setup & Management (Citrix)
  • Jumpcloud Admin (MDM) also set up policies to be applied
  • ManageEngine Admin (Patch Management and End Point Protection)
  • Mobile Device Support - Was the sole technician in the company managing SIM cards for AT&T, T-Mobile, and Verizon and maintained a healthy business relationship with representatives from each, attending monthly check ups and lunch plans ensuring there were no overages and that all SIM cards for Mobile devices, RVA test machines, and vehicles were ready to be deployed.
  • Server room management - Setting up Servers and provided maintenance via PuTTY
  • Continually expanded knowledge of Motional's product line.
  • Analyzed operability requirements for upgrades and new equipment installations.
  • Researched product's technical specifications and accurately communicated information.
  • Trained and provided coaching to new hires.
  • Coordinated engineering assignments for multiple simultaneous projects to fulfill prescribed project requirements.
  • Collaborated cross-functionally to lead the introduction of new SaaS tools and features into the company’s ecosystem, ensuring seamless integration and minimal disruption to end users.
  • Owned the creation and maintenance of launch readiness materials, including detailed training documentation, usage guides, and onboarding content for new hires and support teams.
  • Acted as a product specialist by supporting escalations related to newly deployed SaaS platforms, providing insights to improve adoption, and documenting feedback for future releases.
  • Assisted with live demonstrations of core SaaS tools to showcase product functionality, identify usability gaps, and drive internal user adoption.

Help Desk Technician

Udacity
01.2023 - 04.2023
  • Built a team from the ground up with only 2 people to provide top quality service to all of Udacity's clients around the world to places such as Dubai and Egypt.
  • Maintain contracts and cut costs of redundant services left behind by previous managers to maximize cost efficiency performance.
  • Create documentation to have full transparency and visibility on IT services and procedures, as well as guides to perform and complete basic tasks and tier I and II tickets in JIRA.
  • Assist Employees and Users in all aspects of IT
  • Maintain ticketing queue's up to Service Level Agreement Standards

ELVS - IT Technician (TSS)

Santa Clara County Registrar of Voters
10.2022 - 04.2023
  • Responsible for at least 5 Vote Center sites during election days, ensuring a smooth process for the voting days
  • On call, ready to work at any of the sites under jurisdiction
  • Performed high end IT procedures and maintained the warehouse
  • Install Voter File software into the IT hardware used during elections
  • Diagnosed and setup all of the equipment needed for voting including the ipads, printers, and server hardware.

IT Support Technician

TEK Systems
09.2021 - 03.2022
  • Worked with multiple clients (Including Blend Labs, and NWEA) across the Bay Area for IT Tech Support and Deployments.
  • Resolve complex issues requiring detailed systems and applications knowledge that have been escalated from Tier I using Salesforce and Zendesk
  • Utilizes help desk procedures to document and resolve issues for end user requests
  • Support Tier 2 on-site installation, implementation, maintenance, troubleshooting and/or repair of desktops, notebooks, printers, and associated peripherals
  • Diagnose and resolve client hardware problems/failures and escalate if/when appropriate following SLA

IT Tech Support Specialist II

Facebook
08.2017 - 07.2020
  • Provided Top Notch AAA+ Quality Customer Service being the front side working force at Facebook HQ.
  • Assessed current inventories and brought in supplies to keep stock within optimal levels for expected demands.
  • Ran markdown reports, managed stock replenishment for the vending machines in the assigned areas.
  • Completed tasks in the ticketing system to deploy desktop setups to users in a timely fashion.
  • Imaged Laptops for MacOS and Windows.
  • Acted as an Escalation point for users to troubleshoot and resolve issues through the ticketing system.
  • Trained dozens of new hires and got them up to speed on processes for the job.
  • Coordinated across departments to build successful logistics solutions for users.
  • Incorporated technological and strategic advances to optimize logistics for successful Deployment, Supply Depot, and Inbound/Outbound operations
  • Restocking and troubleshooting all IT vending machines onsite.
  • Daily asset management and inventory tracking to withhold 100% accuracy on monthly cycle counts.
  • Remote user troubleshooting and communication for over 70,000 users worldwide.
  • Utilize inventory data management software to maintain inventory accuracy and workflow.
  • Efficient management of IT Ticket requests and team backlog.

IT Technician I

Milestone Technologies
08.2015 - 08.2017
  • First role in IT Where I learned the basics of Customer Service and IT Support
  • Stacked and Racked servers for multiple companies across the Bay Area
  • Incorporated the best procedures for Hardware Deployment
  • On-Call and ready to travel to any site across the Bay Area
  • Maintain and improve end user devices

Education

Bachelor of Science - Computer Science

California State University - East Bay
Hayward, CA
08-2026

Associate's degree - Computer Information Systems

Mission College
08.2022

Skills

  • Troubleshooting
  • Java, Python, C
  • OS Management: Windows, Mac, Linux
  • Ticketing Systems
  • SaaS Admin
  • Apple Business Manager
  • Production schedule management
  • Operational design support
  • Key performance indicators
  • Product documentation
  • Production coordination
  • Desktop support
  • Videoconferencing
  • User credential management
  • Application support
  • Product lifecycle management

Certification

Learning Network Troubleshooting

Timeline

IT Operations Engineer

Motional
04.2023 - Current

Help Desk Technician

Udacity
01.2023 - 04.2023

ELVS - IT Technician (TSS)

Santa Clara County Registrar of Voters
10.2022 - 04.2023

IT Support Technician

TEK Systems
09.2021 - 03.2022

IT Tech Support Specialist II

Facebook
08.2017 - 07.2020

IT Technician I

Milestone Technologies
08.2015 - 08.2017

Associate's degree - Computer Information Systems

Mission College

Bachelor of Science - Computer Science

California State University - East Bay

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