Kerry Gao

Help Desk Supervisor - Team Leadership - Project Management - Cross-Functional Collaboration - Mentorship, Coaching & Development - Technical Leadership and Problem-Solving - Process and Service Optimization - Operations, Reporting & Analysis - Hiring & Onboarding Training - Organizing Team Goals - Financial Management - Proven track record in managing IT projects, including system upgrades and new implementations

As an IT Systems Analyst for the Stanford Law School IT department, I support the Law School community’s computing and audio/visual needs. - Diagnose and resolve end-user problems; respond to escalated issues from faculty, staff, and students; perform triage. Contribute to the development of the client support strategy. - Participate in on-call rotation of the Support Service Operation including after-hours support. - Function as a proactive customer advocate and help ensure end user requests are properly managed through the appropriate issue resolution procedures. - Provide excellent quality, technical support for all Law School desktop/laptop systems on-site and remotely. - Deploy computer systems using disk imaging tools. - Support AV equipment setup/tear down and related support requests. - Utilize the SLS Help Desk ticketing system to answer service requests from end users. - Research, recommend, and implement hardware and software purchases and configurations to meet client needs and ensure compatibility with university systems and architecture. - Provide technical guidance and training; assist in the support of new application/system rollouts and upgrades by contributing to implementation plans and/or team training sessions. Helps guide other staff and faculty. - Work on projects requiring expertise and creativity in analysis and deployment of technology. - Qualified to supervise the Help Desk. Extensive experience with network management, including LAN/WAN, DHCP, DNS, and firewalls (No specific mention of these skills) - Comprehensive understanding of cybersecurity principles and practices, including firewalls, encryption, and antivirus solutions (No specific mention of cybersecurity principles) - Experience with AI subscriptions - Experience with international IT regulations and compliance - Excellent communication and interpersonal skills

Extensive functional troubleshooting skills with an ability to support across the Apple ecosystem – with a focus on Apple computers and macOS. - Conduct thorough diagnosis, and ultimately enable users to select the best repair, upgrade, or replacement options to meet their needs. - Perform high quality, consistent repair on iPhones, Mac computers, and support their operating systems. - Educate, mentor, and improve the knowledge of fellow technicians.

Performing Quality Assurance methodologies for validation and benchmarking performance of Apple wireless products in the field. - Procuring system diagnostics, real-time data, and statistical results through in-field testing evaluation of devices for software and hardware-based teams. - Assisted in flashing software and preparing diagnostics tools to setup devices for in-field testing. - Creating and utilizing python scripts, analyzing root level systems, and extracting analytical data with various commands utilizing Terminal. - Demonstrated ability to accomplish Confluence reference information concisely for the direct engineering team. - Supported senior engineers with post-processing of data and visualization of results with Tableau, Pages, and Keynote.

Extensive functional troubleshooting skills with an ability to support across the Apple ecosystem – with a focus on Apple mobile devices and software.

Assisted iOS devices with quick, efficient support — developing strong, positive relationships. Able to quickly assess situations with advice or a solution on the spot, using my knowledge of the current Apple technology. Provided personal training for new customers, helping them to acquire the basic skills they need to get started.

Transferred from Best Buy in Atlanta, GA as an AT&T Expert, to the Best Buy in San Bruno, CA as a Mobile Sales Consultant in June 2018. Engaged and connected with customers utilizing selling skills to build connected solutions while maintaining a balance of personal empathy and high-quality customer service.

- Achieved top 3% of the Greater Atlanta Area district in sales revenue for almost two consecutive years among all AT&T in-house Best Buy locations. - Helped develop our AT&T department to the top 10 out of 1,400 stores nationwide locations. - Multiple documented accounts of personable experiences with customers and coworkers (over 90% Net Promoter Score on over 20 surveys). - Named Mobile Employee of the Year for 2017 and achieved marks of a Top 5 overall AT&T employee in the local market for several quartiles consecutively.

- Undergraduate internship conducting qualitative research for a psychology PhD dissertation on first-generation college students' experiences at Georgia State University. - Transcribed audio, conducted and coding interviews; group meetings with research team.