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IT Help Desk Support - Desktop and Laptop technician

West Valley City, Utah, United States
December 17, 2018

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**** ***** *** ****, **** Lake City, UT 84107

Cell Phone: 801-***-****


~ Summary of Experience ~

.3 years of working in manufacturing company as Optical Inspection, electronic rework technician, machine operator, final inspection agent and Q.A agent.

More than 8 years of working in Call center as Help Desk and Technical support agent

Help Desk Agent: AD support (Active Directory) Domain Migration, Network Printer, Outlook and Microsoft exchange, also support for wireless mobile device Android, Windows Phone, iOS,

Blackberry. I am also having experience to work on Virtual Machine, VMware and familiar with VPN.

More than 6 years working as Field Technician for Smartech Company as Dell Service Call.

. More than 10 years of computer service tech, repair diagnostic, troubleshooting computer issues, setup and also custom-built personal computer.

. Strong Experience of working with Remote break fix (Microsoft remote assistant and Remote Desktop), TeamViewer, Putty, SSH, Telnet

. Networking wiring (RJ45, RJ11) and Cable management. Familiar with WAP (Wireless Access Point), Routers and Switches.

~Area of Expertise~

I have very strong skill of working on all OS system from Microsoft and Apple iOS, and Linux Distro including setup, troubleshooting for hardware and software issues. Excellence of determine the problem cause in troubleshooting connection issue, email issue or browsing issue. Knowing in and out for setup personal computer for all operating system, and setup internet connection and networking. Familiar with DNS, TCP/IP and DHCP. I have very strong experience of troubleshooting pc, notebook on all operating system.

Familiar with Networking OSI models – Networking Protocols – Net working Security and Threads - Switches and Routers – Port Forwarding and Port Triggering – TCP and UDP.

Configuring and Set up Wireless Mobile Devices and Network Printers

Run Network Cable (Cat 5, Cat5e, Cat6...etc. Cable Management)

Familiar with Virtual Machine, VPN connection.

Remote Desktop break fix, TeamViewer, SSH, Telnet…etc.


Currently passed 220-902 Exam of CompTia A+ Certification. Working on taking second Exam 220-902 to complete the Certification of CompTia A +


May 2018 to December 2018: Working at IT department for Odyssey House of Utah as a Helpdesk Support Technician.

2014 to 2017 Business Owner to operate computer repair store.

2012 to 2014 working for Geeks On Site, as a computer field tech.

October of 2011 to December of 2011: Working for ACS as Technical Support and Customer Care Agent (providing customer support for Verizon Wireless Service – Temp project)

January of 2010 to 2011: Working for Smartech Inc, TX, USA as a Field Tech services for computer desktop and laptop and wireless mobile devices.

2008 to 2011: Laptop and PC desktop repair, upgrade and custom-built computer

January 2002 to January 2008 Technical Support and Customer Service: Ikano Communication Center, Salt Lake City Utah.

Performing Technical support for Branded Internet Service Providers including: Sign up new account, Setup connection, setup E-mail, and browsing for all operating systems including Mac.

Troubleshooting: all connection issues for dialup and broadband connection, Email issue for all E-mail client programs: Microsoft Outlook, Outlook Express, Thunderbird, Entourage, Incredimail…etc.

Handle all basic billing issues: late payment, expired credit card, update customer billing information, processing payment via phone by credit card, check or ACH payments.

.1998 to 2001 working for Newonics as Final Inspection then promoted to QA agent . At the same time working another job at Becton Dickinsons as QA.

.1996 to 1998 working as rework technician and move up to QA agent for Megahert (later change name to USrobotics then they ran out of business and closed down the factory in Utah)


Salt Lake Community College, ungraduated, Computer of Science, January 1995 to 1997.

High school Diploma in 1986 in Vietnam,

Drafting Certified Tech in Vietnam at ITT center.


CompTia A + Training Courses.


o Determine: Quickly and precisely to get problem cause and resolve it. Willing to learn new technologies regarding to the job and learn it quickly, fast learner. Would like to be challenging and learn from there. I hate to give it up.

o Knowledgeable: Will be able to answer all questions from customer regarding to operating systems and Internet, Network issue. I am having 7 years of experience of working at call center for technical support via phone. I have Strong communication skill and providing friendly customer service.

Certified Computer Technician: Will be passing test of A+ from CompTIA Certification.


~Honor and Awards~

o Outstanding Agent- Ikano Communication Center 2002, 2003…As a Super Tech.

o Very often to be recognized during working for Ikano call center as Super Tech during the months with very high survey feedback points from customers for providing excellence customer service and satisfaction

o Very often to be one of the top ten Technicians in Ikano for having highest survey feedback from customers.


Anthony Moore

Odyssey House of Utah – IT Director

344 East 100 South, Salt Lake City, UT 84111

Office phone: 385-***-****

Cell phone: 801-***-****

Doug strain

Quality Manager

Ikano Communication Center

124 Charles Lindbergh Drive

Salt Lake City, UT 84116


Phone: 801-***-****

Neal Newman

Technical support Trainer

801-***-**** extension 438

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