Learn more about the great individuals within Arts ISIT and the wide range of services we support.
Details
Name
Jacky Sun
Job title
Support Analyst I
Pronouns
He, Him, His
Team
Help Desk
Interview
What year did you begin to work at Arts ISIT?
2021
Describe what you do at Arts ISIT
As a Support Analyst on the Help Desk team, I provide comprehensive technical support, hardware procurement, and lifecycle deployment for faculty and staff. Drawing on over a decade of IT and telecommunications experience, my role involves managing Exchange mailboxes, administering Active Directory, resolving network drive/SMB access issues, and maintaining teaching lab environments.
Additionally, I focus heavily on standardization and user empowerment—leveraging my background to build step-by-step training manuals that help onboard new team members and ensure our community can navigate everyday digital tools seamlessly.
What is the best thing about the work you do at Arts ISIT?
The best part of my work is combining technical problem-solving with a genuine, customer-first approach to make a meaningful impact on campus. Throughout my career in technical support and service environments, my focus has always been on achieving first-contact resolution and exceeding expectations. There is nothing more rewarding than resolving a stressful, complex technical issue—whether it’s salvaging critical data or stabilizing a lab environment—and seeing the immediate relief and satisfaction on a user’s face. Turning a frustrating technical barrier into a positive, supportive experience is incredibly fulfilling.
What are your areas of expertise?
- Hardware diagnostics, procurement, and deployment
- Active Directory & Exchange administration
- Technical documentation, onboarding manuals, and user training
- Data recovery and lab environment management
Which services does your work relate to?
- Computer Hardware & Software
- Email, Messaging, & Collaboration
- Integrated Support (Account & Access Management)
Please list some related projects/tools/resources you work on
- Identity & Access Management: Active Directory, Microsoft Exchange, SMB Network Drives
- Remote Support: TeamViewer, Remote Desktop Protocol (RDP)
- Performance Tuning & Diagnostics: Prime95, Cinebench, Inssider
- Endpoint Security & Deployment: Cisco Secure Endpoint, Rufus
- Data Management & Migration: Acronis, AOMEI Partition Assistant, DeepFreeze
Can you share some of your personal interests or hobbies?
Outside of the IT world, I love hands-on problem-solving and creative projects. I am a major mechanical and hardware enthusiast—whether I’m building and benchmarking custom PCs or out in the garage working on cars. I also have a passion for photography, which gives me a great excuse to get behind a different kind of lens and capture new perspectives. When I am completely unwinding, I enjoy watching great sci-fi movies, keeping up with the gaming community, and exploring the latest in consumer tech.
