Summary
Overview
Work History
Education
Skills
Accomplishments
Education Certifications
References
Languages
Hiking
Timeline
Generic

Emily Li

Edmonton,Alberta

Summary

Help Desk Support

6+ years of experience in IT client support In-depth experience in computer and network troubleshooting Solid knowledge of IP, WAN, LANs, Routing, Switching, VLAN, VOIP In-depth experience in AD, WDS, SharePoint, WSUS, Print Servers, DHCP, DNS Experience with Microsoft Office Applications, office 2003, 2007, 2013,2016, office 365 etc. Practical knowledge of mobile devices on Apple IOS, Surface, Tablet Practical experience with Office 365 administration skills, such as Azure and Intune

Overview

22
22
years of professional experience

Work History

IT Help Desk Support

Ennis Fabrics
10.2022 - Current
  • Completed the Windows 10 upgrade to Windows 11 project
  • Troubleshooting hardware and software issues for end users and facility end devices
  • Responsible for user account management including file share permission management
  • Managing the user account with onboarding and offboarding process
  • Installed, configured, and troubleshot on user end operation system Windows 10/11
  • Working with the ticket system in FIVE9 and addressing the end-user issue quickly and documentation properly.

Computer Network Administrator

NAIT
09.2021 - 05.2022
  • Complete a network and server development project, including routers, switches, firewalls, printers, SharePoint, Windows Server 2019, WDS, SCCM configuration, WSUS, and Exchange
  • Practiced the management tasks on Hyper-V, VMware
  • Practiced troubleshooting on the Ubuntu server and RedHat enterprise servers
  • Installed, configured, and troubleshoot Windows Server 2012R2/2016 configuration and Windows 10/11
  • Completed the 'Stark Industry Training facility' project including routers, switches configuration, and network design.

HCA in Devonshire Care Center

01.2015 - 09.2021
  • Communication skills worked with senior people, more patience in listening to customer requests
  • Medical assistance for the residentials, pay extra attention to the customer request records.

IT Help Desk

TaiKang Insurance
10.2001 - 01.2011
  • Installed and configured Windows server 2003/2008/2008 R2
  • Managed Activity Directory, and managed end user’s rights, file share permission, and security group
  • Configured Cisco catalyst 2900 series switches including 2926, and 2948
  • Managed network segmentation for client users and departments, including IP address assignment
  • Configured the printing system to meet the client’s request
  • Worked with the ISP/ vendors to monitor the network behavior.

Education

Bachelor of Science - Computer Network Administrator

Northern Alberta Institute of Technology
Edmonton, AB
06.2022

Skills

  • Computer Skills

WindowServer2016/2012R2/2008R2/2016/2019,Windows 7/10/11,Linux system: Ubuntu, RedHat, CentOS, Office 365, including Intune, Autopilot, Azure AD

  • Networking

Cisco routers, like Cisco 1800 series routers, cisco 3650 routers, Cisco switches include 2900 series switches and Cisco 3750 switches

  • Ticketing systems

ServiceNow, Spiceworks, SolarWinds, Five9

  • Customer Service

Enjoy with people, helping to solve their problems Possess excellent listening skills Display a positive and friendly demeanor when dealing with customers Demonstrate advanced customer service skills View inquiries as opportunities to exceed customer expectation Display a positive and friendly demeanor when dealing with customers View inquiries as opportunities to exceed customer expectation

Accomplishments

    I have successfully completed the windows 11 upgrade project in Ennis Fabric. Troubleshooted and fixed varies problems during the windows upgrading processes.

Education Certifications

  • Microsoft 365 Certified: Modern Desktop Administrator Associate, 2023
  • CompTIA A+ Certificate
  • ITIL@ Foundation Certificate
  • CCNA Cisco Certified Network Associate
  • MD-100 Windows Client Certificate, 2022
  • MD-101 Managing Modern Desktops
  • NAIT Computer Network Administrator
  • Norquest Health Care Aid, 2013
  • Bachelor of Information and Technology, Dalian University, China, 2001

References

References are available upon request.

Languages

English
Full Professional
Chinese (Mandarin)
Full Professional

Hiking

I like hiking in the mountain, especially during the summer time, I love to explore to Banff and Jasper in the mountain to see beautiful views.

Timeline

IT Help Desk Support

Ennis Fabrics
10.2022 - Current

Computer Network Administrator

NAIT
09.2021 - 05.2022

HCA in Devonshire Care Center

01.2015 - 09.2021

IT Help Desk

TaiKang Insurance
10.2001 - 01.2011

Bachelor of Science - Computer Network Administrator

Northern Alberta Institute of Technology

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Emily Li