Customer Service Software
Resume:
P huc (Jake) Nguyen
Houston, TX 77071
**********@*******.***
SUMMARY
Experienced IT professional seeks IT position preferably working in health care, education, communications,
electronics or related industry. My strengths include excellent diagnostics and professionalism, expert level computer
knowledge and excellent customer service.
EDUCATION & SKILLS
Dos, Windows 2000, Windows XP, Windows Vista, Windows 7, Microsoft Office 2003, Microsoft Office 2007, Microsoft
Office 2010, Windows NT, Windows Server 2003, Internet Explorer 7, Outlook, Active Directory, AutoCAD, Photoshop,
Symantec Backup, Norton Ghost, Norton Utilities, VERITAS, Raid, QuickBooks, WAN/LAN, KVM Switch, TCP/IP, Java,
HTML, Data Security, Data Recovery, DNS, Switches, Fax, Scanner, Copier, Routers, Firewall, SNMP, POP3, VPN
Administration, Reimage, Data Migration, Type 70WPM, Bilingual in Vietnamese.
CompTIA 2010
CompTIA A+ 2009 Certification
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DCSE (Dell Certified System Expert) 2010
Foundation 2009 Desktops – Certification
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University of Houston Downtown 2006 – Present
Studies in Computer Information Systems and Criminal Justice
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EXPERIENCE
Service Desk Technician 2004 to Present
PC FIX IT NOW (www.pcfixitnow.com)
Helped install networks and provided network support to keep the company running smoothly.
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Tested software and hardware to evaluate ease of use and whether product will aid user in performing work.
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Remotely diagnosed and resolves requests utilizing remote tools. (Desktop authority remote management
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gateway)
Implemented WAN/LAN infrastructures.
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Used Symantec Ghost server to create PC images and deployed them onto machines.
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Trained office employees to use network system and recover from small computer errors.
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Established backup recovery system through the use of disk mirroring, fault tolerance on a local server for a
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real estate finance company.
Created new training course for companies that needed employee trained on new software.
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Answered, evaluates, and prioritizes incoming telephone, voice mail, e mail, and in person requests for
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assistance from users experiencing problems with hardware, software, networking, and other computer related
technologies.
Responsible for accepting work orders and adding notes to work orders.
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Made sales suggestions regarding services and hardware that resulted in earning $10,000 more for the
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company each month.
Provided new software and hardware options to run the business more efficiently.
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Trained users on software and hardware on site or in classroom.
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Wrote software and hardware evaluations and recommendations to save money and improve work efficiency.
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Developed training materials such as exercises and visual displays.
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Performed various A+ work; replaced and repaired PC hardware (hard drives, RAM, PCI cards, etc.)
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