Alan Hong

With over two decades in the IT industry and having worked on mid to large scale projects, some of my strengths and abilities include, multitasking, excellent customer service, strong memory, analytical and troubleshooting, as well as excellent communication both written and verbal. I also work well on my own or in a team environment.

Landmark Cinemas of Canada                                                                                                                  December 2013 - Present 

Calgary, AB, Canada

Applications Support Analyst

§         Upgrading Cinema Vista Application Systems from severs, POS tills and Kiosks

            §          Configuring and maintaining Multi to link Vista POS/Vista Kiosk application systems to pin pads

            §          Setup and configured Voucher Management Systems and its rules and overrides

            §          Setup and configured Loyalty systems for employees and VIP guests and its rules

            §          Creating SQL scripts to assist with day to day issue

            § Daily monitoring of cinemas data transferred to head office server and to Film Distributors

            §          Performing daily audit of cinemas data and make correction if needed

            §          Performing tickets refunds

            § Participating on call on a rotating basis to ensure critical technical issues are addressed and resolved

Weyerhaeuser                                                                                       2011 – June 2013

Grande Prairie, AB, Canada

IT Support Technician

            §          Performed desktop problem resolution and troubleshooting

            §          Performed basic Active Directory activities, e.g. folder access, group membership, enable user accounts, password unlocked, password reset

            §         Installed, configured and troubleshooted Microsoft office products 

            §         Installed, updated and configured software on desktops

            §         Installed, updated and configured virtual applications

            §         Performed 3LOG WeighWiz systems issue resolution and troubleshooting as well as backed it up

            §         Installed, updated and configured AMS Machinery Manager and clients and integrated with its database

            §         Performed desktop imaging and image deployment

            §         Engaged third party vendor and coordinated hardware purchases and installation schedules

            §         Monitored systems performance proactively through PA Server Monitor to minimize systems downtimes.

            §          Performed scheduled backup and maintenance activities

            §          Setup, configured and  troubleshooted network printers

            §          Managed hardware assets and created a monthly Asset site wide report

 §         Sorted out of date hardware for disposal and engaged third party vendor and coordinate Site IT Hardware disposal.     

            §         Performed first level Incident Management

            §          Proactively switched desktops with thin clients to reduce company's maintenance cost.

            §          Participated in racking and de-racking servers

            §          Projects Lead: Thin Client technology migration and Windows 7 migration

Weyerhaeuser under Hewlett-Packard Enterprise Services,                            2010

Grande Prairie, AB, Canada

HP Desktop Administrator

            §         Performed desktop problem resolution and troubleshooting

            §         Performed basic Active Directory activities, e.g. folder access, group membership, enable user accounts, password unlocked, password reset

            §         Installed, configured and troubleshooted Microsoft office products 

            §         Installed, updated and configured software on desktops

            §         Installed, updated and configured virtual applications

            §         Performed desktop imaging and image deployment

            §         Engaged third party vendor and coordinated hardware purchases and installation schedules

            §         Monitored systems performance proactively through PA Server Monitor to minimize systems downtimes.

            §          Performed scheduled backup and maintenance activities

            §          Setup, configured and  troubleshooted network printers

            §         Managed hardware assets and created a monthly Asset site wide report

            §         Sorted out of date hardware for disposal and engaged third party vendor and coordinate Site IT Hardware disposal. 

            §         Performed first level Incident Management   

            §          Proactively switched desktops with thin clients to reduce company's maintenance cost.

            §          Project Lead: Thin Client technology migration

Shell Canada Ltd.,                                                                                               2008 - 2009

Calgary, AB, Canada

Web Developer

            §         Provided support in document creation, design, and advanced formatting for MS Word documents, Excel charts for the Knowledge Management Supervisor.

            §         Gathered requirements from web content owners.

            §         Undertook the redevelopment of the HR Corporate Library web site based on a pre-approved design. The new site was managed to meet Common Look and Feel guidelines, departmental standards (where applicable), W3C standards, and Web accessibility/usability best practices.

            § Responsible for the day-to-day development and maintenance of the HR Online web site including monitoring the search engine results of assigned bilingual keywords.

            §         Undertook the debug for the HR Online web site and performed the defect resolution.

            §         Monitored and expedited the site progress to adhere to the scheduled time frame, increasing the business process efficiency by 7.14%.

Guest-Tek Interactive Entertainment Ltd.,                                                             2006 - 2008

Calgary, AB, Canada

Help Desk Analyst Level 2   

            §         Provided technical assistance for Help Desk Level 1 agents on resolving their escalated issues.

            §          Diagnosed and resolved any Internet connection related issues for hotel guests all over the world in all hotels utilizing Global Suites and Golden Tree Systems.

            §          Diagnosed and reloaded the switches, Wireless Access Points to ensure their best Internet connection performance.

            §          Coached the Help Desk Level 1 agents face-to-face in resolving the guests’ issues.

            §          Monitored the calls queue and expedited the calls waiting time to adhere to the company’s standard policy, increasing the calls response time by 90%. 

Centerpartners Inc.,                                                                                             2006

SAIT Campus, Calgary, AB, Canada

Inbound Sales Representative         

            §         Identified customers’ needs

            §          Provided services that fulfill customers’ needs

            §          Applied product and service knowledge to cross-sell for inbound calls, increasing personal average per transaction value by 28%

Convergys                                                                                                       2004 - 2005

New Glasgow, NS, Canada

Microsoft Windows XP Support Professional       

            §          Assisted clients with the installation, configuration, educating and ongoing usability and management of Microsoft Windows XP. 

            §          Diagnosed and resolved Windows XP technical issues including virus clean up. 

            §         Tuned up clients’ computers by defragmenting the hard disk.

            §         Reduced the calls waiting time by delivering supports efficiently, increasing the calls response time by 30%.

Faculty of Computer Science, Dalhousie University, Halifax, Nova Scotia, Canada                   2002 - 2003

Computer Science Certificate Program,   

Courses completed: C Programming, Database Management, Object-Oriented Programming with C++, PERL, Digital Media for the Web, and Introduction to Java Programming

Curtin University of Technology, Perth, Australia                                1999 - 2002                     

Master of Commerce in Information Systems,