Xilu Ma
17816 Linkview Dr
Dripping Springs, TX 78620
-7134987853
Summary
A versatile professional with 10 years of experience and strong practical troubleshooting,
administration, and people skills, specializing in clevel and cross platform support.
Qualifications
Computer:
Enterprise/higher education PC/Mac/Linux environments involving server and end user
support. Additional experience includes management, Web HD/FootPrints/ServiceDesk ticketing,
inventory (tagging, tracking, and auditing), and hardware/software procurement (OPEX/CAPEX
calculations, POs/PRs), QA, documentation, and deployment.
Systems
: Fluent in OS X (+Server), Windows, VMware, CentOS, RHEL, iOS, and Android.
Software:
Crossplatform (PC/Mac) software including Microsoft Office, Exchange, SharePoint, Active
Directory, Lync, SAP, Citrix, CrashPlan, ARD/RDP/Bomgar, MATLAB, Adobe CS, FileMaker,
MeetingMaker, Timbuktu, Eudora, Optivity, and Mainframe TN3270.
Imaging & Backup:
Data imaging/encryption/recovery/destruction (PGP, TrueCrypt, DDPE, Ghost,
TrueImage, SCCM, CCC, Retrospect, LANDesk, CloneZilla, NetRestore), disaster recovery planning, and
nearline/offsite data backup.
Hardware:
Hardware procurement, QA, deployment/migration, and troubleshooting; including all
Apple hardware, Dell and Lenovo desktops and laptops, HP/Canon/Xerox copiers, audio and video
equipment, rack mounted servers (Apple, Synology, Dell), and RIM Blackberries.
Network:
Implementing, diagnosing, and troubleshooting
TCP/IP, DHCP, DNS, HTTP, SSL, (S)FTP, QoS,
NAS, VPN, SSH, 802.11a/b/g/n/ac, 802.1x, LAN/WAN, PBX, proxy, and printing issues. Cisco and Lync
IP Phone rollouts and setup.
Security:
Tracking and auditing ISO and DMCA related issues, antivirus and firewall implementation,
data classification, exposure, and encryption (based on federal/state laws), and risk management.
Experience
IT Help Desk Analyst
June 2011 – Present, Cirrus Logic
▪
Provided Tier 13 global support for 1,100+ users across North America, Europe, and Asia with 24/7
oncall support.
▪
Revamped new hire orientation training and Mac user training resulting in a significant decrease in
basic customer issues. Facilitated Lync testing, rollout, and training.
▪
Cross platform (+A/V conference room) support through LANDesk/ServiceDesk with over 1000
installs of Windows 7 & 10, OS X 10.x, and RHEL 6 along with 400+ iOS/Android users managed
through AT&T Premier and Verizon.
▪
Computer imaging through NetRestore, CloneZilla, and LANDesk for fast turn around and backup
through CrashPlan.
▪
Extensive Clevel support and interaction.
▪
Software and hardware testing and implementation (CrashPlan, OS X 10.11, iOS 9, Windows 10,
Lync, Office 2016).
▪
Network testing and troubleshooting (802.1x – EAPTLS).
▪
Procurement through PRs using SAP with cost analysis and ROI analysis.
▪
Data Center and HQ move (across 3 months), consisting of 100s of servers and thousands of
computers & equipment.
1
Xilu Ma
17816 Linkview Dr
Dripping Springs, TX 78620
-7134987853
Network Administrator/Associate Systems Administrator
May 2010 – May 2011, Overwatch Tactical Systems
▪
Asset management and system deployment for 450 users and over 1000 desktops, laptops, mobile
devices, and other inventory across 6 US locations.
▪
Computer imaging through Microsoft SCCM and Symantec Ghost and Web Help Desk for issue
tracking.
▪
Rebuilt inventory tracking and warehouse for better efficiency and space utilization.
▪
Audited inventory yearly for security and financial purposes.
Desktop Support Specialist
Nov 2009 – May 2010, UT at Austin – Liberal Arts ITS
▪
Provided Tier 13 local and remote support to 35 buildings with over 5000 users.
▪
Utilized DeployStudio for mass Mac deployment and FootPrints for issue tracking.
▪
Supported Windows XP – 7 and OS X workstations and laptops along with classroom A/V equipment.
Computer User Services Specialist
July 2008 – Nov 2009, UT at Austin – College of Liberal Arts Dean’s Office
▪
Provided Tier 13 local, remote, and on call support to 100 users including high level faculty and
staff.
▪
Managed a small flexible team of student techs.
▪Implemented technological roadmaps, DR contention plan, software training classes (OS X, Office,
MeetingMaker, and Mainframe), and significant hardware (Xserve, Synology NAS, and A/V upgrades)
and software upgrades (10.4 > 10.6 transition).
▪Created and deployed a Mac Pro OS X 10.5 server utilizing high IO SSDs with RAID 5 redundancy and
a realtime external backup solution with on the fly encryption on disk and an off site DR solution
using sFTP transfers for sensitive classified data.
Computer Support Technician
March 2006 – June 2008, UT at Austin – College of Liberal Arts Dean’s Office
▪Provided Tier 13 local and remote support in conjunction with a Senior LAN Administrator including
high level faculty (Dean/Associate Deans) and staff.
▪Supported OS X 10.4 – 10.5, 95% of users utilized Mac laptops and desktops, and also supported
Windows XP laptops.
▪Troubleshot network, DCMA, and virus issues in conjunction with LAITS Network Admins and UT
Networking.
Computer Lab Proctor
Feb 2006 – June 2008, UT at Austin – College of Fine Arts
▪Provided Tier 1 onsite support for students and faculty.
▪Supported students with Adobe products, Mac & PC workstations, and large format printers.
2
Xilu Ma
17816 Linkview Dr
Dripping Springs, TX 78620
-7134987853
Education
Bachelor of Science in Biology – University of Texas at Austin, 2008
Apple Certified Mac Technician, 2014
Courses
Apple Certified Mac Technician (AMT 101)
Red Hat System Administration I (RH124)
RHCE Certification Lab (RH299)
Automating Administration with Windows PowerShell (M10961)
Installing and Configuring Windows Server 2012 (M20410)
Administering Windows Server 2012 (M20411)
MCSA: Windows 7 Boot Camp for Desktop Administrators (70686)
CCNAX v2.0 CCNA Routing and Switching Boot Camp (200120 CCNA)
References
Paul Trahan
Systems Administrator
Nextgen Healthcare
5126947146
Bobby Ramirez
Sr. LAN Administrator
College of Liberal Arts Dean’s Office, UT at Austin
5124976413
Joshua Rieken
Manager/Lead Developer
Whole Bean Creative
8065843004
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