Service Desk Information Technology

XIONG C. KHA

**** ******** ******, ******, ** ***76 · 715-***-****

ad5qf6@r.postjobfree.com

Looking for a fulltime job in Information Technology in the Central Wisconsin Area or Remote.

EXPERIENCE

Lead IT Specialist, Infinite Computer Solutions Inc.

April 2023 – May 17th, 2024

Create and manage Active Directory objects and Organizational Units.

Manage OKTA accounts and Multi Factor Authentication (MFA) in OKTA Admin portal.

Work with Service Desk team for creating Service Catalog and Access Request forms in Service Desk and automated some processes.

Help Helpdesk level I & II staffs with service desk tickets.

Manage and create MS Office 365 shared mailboxes, distribution groups, shared calendars, and Conference rooms.

Manage multiple domain user accounts from hiring to terminations.

Solve end-users access and computer issues.

Support Microsoft Office 365 applications.

Weekly auditing AD accounts.

On-call rotations with team members.

Create and manage Service and Shared Accounts in Delinea Secret Server.

Create Knowledge Base articles facing End-users and Information Technology teams.

End-user supports via phone and remote connection using ConnectWise.

Lead IT Specialist, Gannett Satellite Information Network, LLC

2015 – April 2023

Created and managed Active Directory objects and access groups.

Created access request forms in Service Desk and automated some process.

Administered user Single Sign-On (SSO) accounts and Multi Factor Authentication in OKTA.

Created and managed Service and Shared Accounts in Delinea Secret Server.

Created and maintained office 365 shared mailboxes, distribution groups, Office 365 groups, calendars, and conference rooms.

On-call rotation with team members.

Created Knowledge Base articles for IT and end-users.

Conducted weekly AD audits.

Provided end-user supports for software and hardware.

Help Desk supports, On-site, and remote supports.

End-User Support Technician/Associate Analyst II

1999-2015

Provided end-user support for Mac and PC hardware and software computers.

Managed Mac OS and Windows Servers.

Worked with vendors to install Cisco Routers and Switches.

Managed hardware and software inventory.

Setup and maintained HP printers, Canon copiers, and fax machines.

Managed Meridian PBX phone system.

Support AS400 applications

Installed WIFI devices on Gannett Central Wisconsin locations.

Helpdesk Support and on-call rotations

On-site and remote Supports

Supported Adobe., QuarkXPress, and other PC & Mac Applications.

PC and LAN Support Specialist, Department of Natural Resources

1996 – 1998

Provided end-user support for over 150 machines in Central and Western Wisconsin.

Installed and supported printers and PC hardware and software.

Librarian, Marathon County Library

1992 – 1994

Conducted data entry.

Organized books for remote sites and managed returns.

EDUCATION

University of Wisconsin Eau Claire

1994-1997

Studied Management Information Systems and Computer Science.

Wausau West High School

1991-1994

Graduated

SKILLS

Network connection troubleshooting

PC and Mac hardware and software

Copiers and FAX machines

Desk phones and smartphones

Printer troubleshooting and repair

Phone and Ethernet cable installation

Helpdesk support

Organizational skills

WIFI device installation

Basic PowerShell application

Analytical and troubleshooting

ACTIVITIES

Volunteered tutoring elderly individuals in the Eau Claire Community during college.

Aided needy individuals overseas.

Received multiple peer recognitions for going above and beyond in Gannett IT position.

Contact this candidate