Helen Quan

1921 Pattiz Ave, Long Beach, CA 90815

Phone: (562) 493-4247 Cell: (562) 335-0097 Email: hpquan@aol.com
PROFESSIONAL SUMMARY

Information system professional who provided technical support on PC and mainframe software,
hardware, and networking for aerospace and finance company. Managed projects that involve defining
clients’ need, researching, testing, evaluating, negotiating, procuring, and implementing software.
Coordinated and trained analysts and customers. Created, administered, and analyzed surveys. Managed
Help Desk service level agreements by monitoring, reporting, and auditing analysts’ cases and
incoming/outgoing calls. Managed and mentored personnel. Interfaced and communicated effectively
with all organizational levels, clients, and software/hardware vendors. An analytical and self-motivated
problem solver who excels in the resolution of customers’ issues.

SKILLS/EXPERIENCE

Certifications: A+

Skills: Problem Solver, Customer Service, Project Management, Leader, Team Player, Detail Oriented,
Result Oriented, Self-motivated, Multi-tasking. Communicate and Interface with all organizational levels,
customers, and vendors.

PC Software: Windows 95/98/2000/NT/XP, Active Directory, Office 2002/2003/2007, WORD, EXCEL,

Outlook, Lotus Notes, Altiris, Veritas Netbackup, VPN, Citrix, FTP, TCPIP, What’s Up Pro, Alarmpoint,
IBM Personal Communication, Rumba, Exceed, Hummingbird, Extra, Host on Demand (HOD),
WebtoHost, and Timbuktu,.

Mainframe Software: IBM Mainframe (OS/MVS and ESA/VM), JES2, JES3, JCL, TSO, FSE, ISPF,
PANVALET, Fortran, CMS, XEDIT, EXEC, DCF, VMARCHIVE, VMBACKUP, DISSPLA,
ADMCHART(ICU), Lotus 123M, Dynaplan, VIEW(SAR), TMS, Multi-SuperSession (MSM), FTP,
SMR, Flasher, EJES, SDSF, IMS, ACF2, RACF, NPF, Printway, ESF, RSCS, SMSG, PJS, SNA, RJE,
VTAM, and Netview commands under JES2/JES3.

Help Desk Tools: CRM (Remedy, Clarify, SDE, McAfee), IVR/VRU, ACD phone system, and CallPilot.

PROFESSIONAL EXPERIENCE

Herbalife International May 2009 – Present

Service Desk Analyst
Provided technical support on Windows XP, Active Directory, Office 2003, Outlook, Word, Excel,
printing, email, Internet access, VPN, SDE, and CallPilot. Dispatched cases, escalated calls, monitored
the network alerts, and prepared severity/outage notifications. Processed new/terminated user network
account, Exchange account, BES account for Blackberries, and VPN. Preformed system administrator
tasks in Active Directory.

Pacific Life Insurance Nov 2006 – March 2009

Help Desk Specialist
Provided technical support on Windows 2000/XP, Active Directory, Office 2003/2007, printing, Internet
access, Altiris, Veritas Netbackup, VPN, Citrix, and monitored the network. Dispatched cases, escalated
cases, tested software, and documented solutions and procedures. Processed System Outage and Change
Request notifications. Performed system administrator duties for Remedy and Clarify. Trained engineers
on the use of Remedy and Clarify. Gathered information for the quarterly and monthly SOX audit.
 Helen Quan – Page 2

• Trained and supported engineers on the use of Remedy (CRM application) prior and after Remedy
went into production.
• Gathered and analyzed the number of email received from other divisions requesting Corporate
Information Technology assistance. Determined the percentage of email received from each division to
all email received and who were the people requesting assistance.
• Gathered and analyzed the number of analyst’s misrouted cases which resulted in a 10% reduction of
misrouted cases.

Honda June 2006 – Nov 2006

Service Level Manager
Tracked daily and monthly service level by monitoring, reporting and auditing Help Desk analyst’s cases
and incoming/outgoing calls. Created and disseminated surveys and analyzed the data from surveys.
Processed system outage notifications to car dealers.

Pacific Life Insurance Aug 2003 – June 2006

Help Desk Analyst
Provided technical support on Windows 2000/XP, Active Directory, Office 2003, printing, email,
Internet access, VPN, Citrix, Veritas Netbackup, Altiris, Remedy, Clarify, dispatched cases, escalated
calls, documented solutions and procedures, test software, monitored the network and processed System
Outage and Change Request notifications. Performed system administrator duties for Clarify. Trained and
support engineers and customers on the use of Clarify. Developed a process to create and disseminate the
Quarterly Outlook Public Folder permissions report.

IBM, Long Beach, CA Jan 1990 – June 2002

Client: Boeing/McDonnell Douglas Corporation
Technical Support Professional June 1990 – June 2002
Provided technical support on IBM mainframe and PC software and hardware product, networking,
printing, email, user ids, job status, security and escalated problems for Boeing. Managed projects from
pre-implementation (test, evaluate) to post-implementation of software. Analyzed, developed, and
implemented a process to improve customer service. Documented software, hardware, and network
solutions into a knowledge base database. Trained Help Desk analysts on new or improved services.

• Managed the migration of SNA printers and Mainframe IP printer server that resulted in no impact on
customer service when migration completed and a 10% improvement of customer satisfaction surveys.
• Trained over 200 key operators on the maintenance and basic repairs on printers that resulted in a
reduction of calls to the Help Desk and a saving of over $300,000 in hardware parts.
• Analyzed, developed, and implemented a process to improve the efficiency of handling problem calls
which resulted in a reduction of calls from 400 calls per day to 15 calls per day and end user response
time reduced from 2 – 3 days to less than 2 hours.
• Collaborated with customers to develop and implement processes to handle barcode scanner and
Mapper calls that resulted in freeing up programmers times from end-user support by 90% - 95%.

EDUCATION

• B.S. in Business, Quantitative Methods, California State University Long Beach, Long Beach,
California
• A+ Certified, Stanbridge College, Irvine, California