peter lo

* Develop, maintain and disseminate departmental, functional specific policies and procedures. * Direct and resolve with local server issues when they arise. * Maintain departmental standard operating procedures (SOP). * Complete all projects on or ahead of schedule. * Maintain a strong consumer client base due to excellent knowledge and service, working mostly on customer referrals. * Use a ticketing system to manage assigned cases and Log all activities and case updates. * Work closely with team leads to help identify root causes of problems and provide feedback to improve User Support Group (USG) processes and technologies. * Train and coach junior technicians. * Ensure that all devices meet institutional security standards in regards to encryption, management, and protection prior to connecting them to the network. * Activate physical network connections within supported data closets.

* Handled escalations to the engineering team and ensured client SLA's are met. * Troubleshot, remediated and escalated OS or Application issues that impact 10 or more users globally. * Remediated Windows 10 upgrade issues globally. * Worked with local support, application owners and vendors to debug issues until resolved. * Created knowledge articles for local support. * Remediated SCCM 2007 that failed SCCM 2012 update on Production servers * Worked with multiple Excel spreadsheets and compare data. * Updated Quad charts in PowerPoint and provide updated data to management.

* Created process to test existing Windows 7 production kits with Windows 10 and post testing process to enable or repackage for Windows 10. * Developed Desktop Application rationalization from Pfizer Windows XP to Zoetis Window 7 with Business Units globally. * Created and maintained Zoetis Desktop Application Packaging process which includes Application Windows 7 Testing, Application Packaging Request, Application Packaging Standards, Peer Acceptance Testing, User Acceptance Testing, SCCM Deployment, Package Modifications, Archiving and Retiring Packages. * Responsible for managing the Application Packaging Team. * Hosted desktop application packaging and rationalization discussions on weekly status calls. * Coordinated with all markets and business units to test current production application required from legacy Pfizer to production Zoetis environment. * Supplied QA kits to ensure it is packaged using defined packaging process and required configurations

* Developed a custom install prompt used globally for user interface push deployments to enhance end user experience by allowing end users to install or defer installs. * Worked as a primary interface with the business users and passed the application through User Acceptance phase. * Created application packages with corporate process utilizing Wise Studio as the primary application packaging software. * Managed older applications placing them into archives when it becomes obsolete. * Worked closely with application owners on any or all of the application request phases until completion. * Supplied application management consultation and documentation as needed.

* Gave technical advice to Business Technology managers. * Delivered quarterly ticket reports to managers. * Ensured outstanding customer service by responding to and efficiently resolving client issues and requests. * Helped customers with installation, including setting up new systems/hardware and promptly installing updates. * Collaborated with team members resolved all client issues courteously and in a timely manner. * Responsible for accounts creation for on boarding users. * Worked with procurement to provide standard equipment to new hires and upgrades to existing users. * Introduced calm solutions to diffuse stressful technical situations resulting in exceptional customer satisfaction. * Provided Blackberry and iPhone support.

* Provided dedicated I.T. support to executives. * Contributed to monthly report on outstanding and resolved to reporting manager. * Worked with any and all required support teams to resolve issues in a timely manner. * Responsible for providing direction, feedback, coaching, expertise and development to build the ability of junior staff. * Rendered after hours on-call support. * Supported changes and released into the Production and Test environments. * Built & maintained strong relationships with the Operations Management, Systems Administration & Development teams.