New York, NY  ·  6+ Years Experience

スティーブン・ルー

Steven Lu

6+ years resolving complex hardware, software, and networking issues across enterprise, corporate, and MSP environments — with white-glove service and SLA discipline.

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0Years Experience
0SLA Compliance
0Endpoints Supported
0First-Contact Resolution
01
プロフィール

About

I'm an IT Support Specialist with 6+ years of experience delivering Tier 1–3 technical support across enterprise, corporate, and managed service (MSP) environments. I have a proven track record diagnosing and resolving complex hardware, software, and networking issues while maintaining SLA compliance and delivering white-glove customer service.

My toolkit spans macOS and Windows device management, identity administration (Active Directory, Azure AD, Okta), endpoint security (Intune, MDM), and vulnerability management. I'm recognized for mentoring team members, building knowledge base documentation, and driving process improvements that reduce ticket volume and downtime.

Core Competencies

  • Tier 1–3 Technical Support
  • Help Desk & Incident Management
  • macOS & Windows Administration
  • Active Directory / Azure AD / Okta SSO
  • Endpoint Security & MDM
  • ServiceNow & Freshdesk
  • Device Imaging & Deployment
  • Vulnerability Management
  • IT Asset & Inventory Management
  • User Onboarding / Offboarding
  • Knowledge Base Development
  • Team Mentoring & Training
02
経歴

Work Experience

Technology Services Analyst

Major League Baseball (MLB) · New York, NY

Feb 2023 – Present
  • Deliver Tier 1–3 technical support across calls, tickets, and incidents for a global sports organization, resolving 40+ tickets weekly while maintaining consistently high customer satisfaction.
  • Diagnose, repair, configure, image, and deploy Apple macOS and Windows devices — including 200+ devices imaged and deployed during annual refresh cycles — across a fleet of 1,200+ endpoints.
  • Maintain 98% SLA compliance through disciplined ticket documentation and timely status updates within the service management system.
  • Escalate major incidents to IT management swiftly and clearly, minimizing business impact and downtime.
  • Mentor and train new and existing team members on troubleshooting procedures, tools, and best practices — onboarding 8 new hires and strengthening overall team capability.
  • Author 25+ knowledge base articles for end users and IT staff, cutting repeat tickets by roughly 30% and accelerating issue resolution.
  • Own department initiatives including IT inventory management (99% accuracy across 600+ assets), hardware refresh projects, identity management, and system upgrades.
macOSWindowsServiceNowIntuneAzure ADJamf

Help Desk Analyst

Skopein Technology Solutions (MSP) · New York, NY

Aug 2019 – Feb 2023
  • Delivered white-glove remote and onsite Tier 1–2 technical support to a diverse portfolio of MSP clients across multiple industries, achieving an 85% first-contact resolution rate.
  • Supported clients via desk-side, phone, and remote access tools, resolving issues efficiently while building strong, long-term client relationships.
  • Trained and mentored new hires on troubleshooting workflows, documentation standards, and customer service best practices — reducing time-to-productivity for new team members.
  • Led IT asset inventory management and developed internal knowledge base documentation that streamlined support processes across the team.
  • Performed quarterly Nessus vulnerability scans and advised clients on remediation strategies, reducing critical findings by roughly 40% quarter-over-quarter.
  • Maintained, repaired, and upgraded hardware, including laptop screens, batteries, and peripheral replacements.
  • Executed end-to-end user onboarding/offboarding — account provisioning, permissions management, device imaging, and deployment.
Active DirectoryOktaNessusFreshdeskMicrosoft 365

Helpdesk Intern

Hudson High School of Learning Technologies · New York, NY

Mar 2019 – May 2019
  • Processed help desk ticket work orders and resolved technical issues daily for staff and students.
  • Collaborated with IT staff to follow established troubleshooting procedures and best practices.
  • Managed and tracked inventory of configured devices and IT assets.
  • Supported decommissioning and recycling of outdated technology equipment.
  • Upgraded and updated user hardware devices and operating systems as needed.
TicketingInventoryHardware
03
スキル

Technical Skills

OS & Hardware

Windows / macOS — diagnostics, repair, imaging, and deployment

Identity & Access

Active Directory, Azure AD, Okta SSO Administration, ManageAD (Cloud AD)

Endpoint & MDM

Jamf, Iru MDM (MacBook enrollment, blueprint workflows, policy management), Microsoft Intune

Cloud & Productivity

Microsoft 365 / Exchange Admin, Google Workspace Administration

Collaboration

Zoom Administration (Meetings, Phones, Conference Rooms), A/V conferencing, office equipment support

Ticketing & Docs

ServiceNow, Freshdesk, Confluence, knowledge base creation

Security

Nessus vulnerability scanning and remediation

Business Apps

Sage 50/100/300, QuickBooks support and troubleshooting

04
学歴

Education

Bachelor of Technology in Computer Information Systems

New York City College of Technology, CUNY — Brooklyn, NY

Major: Computer Systems  ·  Honors: Cum Laude  ·  Spring 2019

05
連絡先

Get in Touch

Interested in working together, or want a copy of my resume? Reach out — I'm always happy to connect. Tip: click a card to copy it.

Email stevenluzzz@hotmail.com Phone 646-392-5910 LinkedIn linkedin.com/in/stevenlu