Customer Service Information Technology

Sim Louankang

Mobile: 650-***-**** / Email: ******@*****.***

Clearance Level : TS/SCI

Experienced and knowledgeable Information Technology Professional with top notch customer service skills seeking a Technical Support role by utilizing acquired training and skills that include responding to incidents while working independently or in a group setting providing all facets of computer support such as troubleshooting, installations, maintenance and escalating problems for solution where appropriate.

AT&T – Premise Technician Jan. 2014 - current

Provide superior services to customers & users with knowledge, advice and support with AT&T products that include U-verse T.V, High Speed Internet, Voice, Direct T.V. along with support of various personal home devices & equipment.

Diagnose, troubleshoot and repair home networking issues, connectivity and services.

Knowledge in home wiring, various tools of trade with perfect driving record.

U.S. Army Nov. 2012 - current

Provide network administration, support & training of the secured LAN(SIPR/NIPR ) through the ARnet and DSL line.

Diagnose, supports and troubleshoots system failures, hardware and software applications including personal computers, government computers, network equipment and various peripherals.

U.S. Navy Apr. 2006 - Nov. 2012

Management of personnel, tools and equipment for Cargo Handling Operations.

Supervision and execution of security procedures and forces for high value assets.

Prepare administrative reports and or correspondence using automated systems.

*B.S. IT-Security Emphasis - Western Governor’s University ( currently)

A.A. San Joaquin Delta College

AT&T/SDA training: Certified Pole Climber, U-verse ADSL-VDSL-POTS. VRAD/DPG, IP-CO, FTTN, FTTP, LAN, WIFI, CMD, Network connectivity, JDSU and Fluke Butt Set.

U.S Army 25B MOS training: A+, Net +, Solaris, Cisco Networking, Windows OS, Vista, Exchange, Server, UNIX, JNN, BCC, WAN, LAN technologies and OSI model.

Comptia: A+, Security +

CPR/First Aid/AED

Language familiarization: Thai, Laos, Spanish, Japanese

References available upon request.

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