Customer Service Manager

BUNTHOEUN SO

IT Support Analyst

SUMMARY

A multi-skilled Senior IT Support Analyst with knowledge of repairing, installing, and configuring Mac and PC computer, audio, video systems and network connectivity. I experienced in providing client focused IT support and in successfully analyzing and resolving hardware and software problems in a timely and accurate fashion. Having the ability to maintain a high degree of customer service for support queries and possessing strong analytical and documentation skills. Looking for a new and challenging career that will utilize the best use of existing skills and experience, and further

personal and professional development.

EDUCATION

State of Rhode Island and Providence Plantations

Senior High School Equivalency Diploma (July 15, 1996)

Computer Processing Institute -- Cambridge, Massachusetts (1996 to 1997)

Electronic, Computer Repair and Networking Technology Certification

A+ Certified

Northeastern University -- Burlington, Massachusetts

Bachelor of Science Course Work, Management Information System (2010 to Present)

COMPUTER SKILLS

Hardware: Macintosh, DELL, HP clients, servers, LAN/WAN and wireless network

Software: HP OpenView, Apple Remote Desktop, NetRestore, Deploy Studio, Mac Manager, Workgroup Manager, Server Admin, Symantec, Microsoft Office 2011 iLife 11, Inspire, Active Directory, VPN

Operating System: Macintosh OS X 10.8 client, server and below, Windows 8 client and below

EXPERIENCE

CONCORD-CARLISLE REGIONAL SCHOOLS DISTRICT, Concord, MA August 2006 to Present

Senior IT Support Analyst

• Supporting Mac/PC desktop and laptop computers, iPhones, iPads, tablets

• Managing HP and DELL desktop and laptop, printers, projectors, scanners

• Developing and deploy system images to all computers with school images

• Assisting administrative staff, teachers, and students with technology applications

• Troubleshooting, Activboards, audio systems, projectors, network connectivity

• Working as a team to accomplish goals as set by superintendent or IT director

• Manage accounts in Active Directory and shared points for Mac and Win clients.

LOWELL PUBLIC SCHOOL Lowell, MA October 1999 to July 2006

Macintosh Repair Technician

• Repairing Mac Desktop, laptop, servers, printers, scanners, and projectors

• Create and restore images to computers and servers for each 25 schools

• Ordering parts, contacting related vendors to repair under warranty equipment

• Using Mac Manager and Workgroup to manage user accounts for each school

PAUL BRYAN INC., Concord, MA May to August 1999

Computer Repair Technician

• Performing in-shop repairs of Macintosh laptop and desktop computers.

• Receiving phone calls from customers for assistance and pricing.

• Prioritizing orders and worked as a team to complete goals and objectives.

• Managing front desk for walk-in customer and creating repair ticket.

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