Paula Teresa Fong

• Primary point of contact for IT-related issues.
• Managed the creation of onboarding and offboarding accounts.
• Configured user account permissions and access levels.
• Developed IT Policies and other documentation for IT procedures and protocols.
• Experienced in preparing and maintaining workstations with responsibility.
• Provisioned IP phones and configured VoIP systems for seamless communication.
• Designed, implemented, and maintained approval systems within the Lark platform
• Maintained an accurate inventory of all IT equipment, including computers and peripherals
• Prepared a well-organized and effective presentations for IT Manager.

Conducted hardware repairs, software troubleshooting, virus and malware removal, and data recovery.

• Managed on-boarding and off-boarding user accounts.
• Documented, tracked, and maintained client incidents in the ticketing system to ensure timely
resolution.
• Resolved service tickets and managed expectations throughout the ticket life cycle.
• Persistenly worked on task until completion or refer to L2 support when necessary.
• Experienced in setting up, installing, and configuring computer hardware, software, and operating
system.
• Provisioned IP phones and configured VoIP systems for seamless communication.
• Proficient in monitoring and maintaining computer systems and network.

• Implemented installation and configuration procedures for the JIMAC POS system.
• Offered on-site and remote support for client service requests.
• Delivered off-hour support for production environments and escalated issues.
• Assisted with software upgrades and releases.
• Aided in product demonstrations for potential clients during sales presentations.
• Managed and coordinated projects, liasing with relevant stakeholders throughout implementation.