Tien Hsing Chang
San Jose,CA
Summary
Dynamic IT Technical Support Specialist with proven success at Swagelok Northern California, adept at enhancing cybersecurity and user training. Skilled in managing Windows Server and Office 365, while delivering exceptional problem-solving and communication. Successfully led IT infrastructure setup for a new office, supporting over 100 users and ensuring seamless operations. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
Swagelok Northern California
03.2022 - Current
- Provide Tier 1 & 2 helpdesk support for 100+ users, resolving hardware, software, and networking issues across Windows, Mac, and mobile devices.
- Configure and maintain Windows Server, Active Directory accounts, GPO settings, and system permissions.
- Manage and support Office 365, SharePoint, and backup applications ensuring secure data access and storage.
- Set up, configure, and support internal network infrastructure including Cisco routers, firewalls, APs, and VPNs.
- Perform system maintenance, updates, and security patches to mitigate vulnerabilities and enhance cybersecurity posture.
- Provide training and documentation to end users on software, hardware, and security awareness (malware, phishing).
- Lead IT setup for new office location, integrating network and systems infrastructure for over 100 users.
Education
Bachelor of Science - Management Information Systems
San Jose State University
San Jose, CA12-2020
Associate of Arts - Business Administration
De Anza College
Cupertino, CA04-2017
Associate of Science - Computational Science
De Anza College
Cupertino, CA04-2013
Skills
- Operating Systems: Windows OS, MacOS, Linux
- Infrastructure: Microsoft Windows Server, Active Directory, GPO, Cisco router/firewall/AP/VPN, phone systems
- Cloud & Applications: Office 365, G-Suite, SharePoint, backup applications, Azure AD
- Security: Network & application security, endpoint protection, MDM, vulnerability management
- Networking: LAN/WAN configuration, VPN setup, wireless network support
- Scripting & Tools: PowerShell, SQL, Python, Power BI, Bash scripting
- Hardware: PC/laptop setup, mobile device management, printer, and peripheral support
- Documentation: Technical writing, user guides, process documentation
- Soft Skills: Strong problem-solving, multitasking, communication, teamwork, and user training abilities
Accomplishments
- Achieved digitization by introducing cloud storage for production.
- Resolved product issue through consumer testing.
- Collaborated with the assembly team in the development of Paperless and continuous improvement.
- Contributed to a reduction in operational costs of 20%.
- Break the ice between the IT department and other departments.
Certification
- Google Tech Support Training - 2024
- ISO27001 (ISMS) - 2024
Languages
Chinese (Mandarin)
Native or Bilingual
Timeline
IT Technical Support Specialist
Swagelok Northern California
03.2022 - Current
Bachelor of Science - Management Information Systems
San Jose State University
Associate of Arts - Business Administration
De Anza College
Associate of Science - Computational Science
De Anza College
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