Customer Service Technical Support
Resume:
Thomas Tran Nguyen
Lowell, MA *1854
Mobile: 617-***-**** Email: ********@*****.***
IT TECHNICAL SUPPORT SPECIALIST
Solutions-driven professional with 5+ years’ experience providing rapid and client-focused technical support to 200+ users. Demonstrated capacity to identify root causes and direct users to lasting resolutions. Adept at articulating complex technical concepts to users of varying technical understanding. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly. Able to work with a team and lead by example if need be with proven managerial experience.
Areas of Expertise:
Troubleshooting & Issue Resolution
End-user Training & Support
Refreshing Backup & Imaging
Client Relationship Management
Root Cause Analysis
System Implementation
Rapid Ticket Response Times
Detailed Documentation
Technical Proficiencies:
Platforms:
Windows 7 / 8 /10, UNIX, Mac OS, iOS, Android
Hardware:
Dell / HP desktops and notebooks, Thinkpad, iPad, MacBook,iMac, Android Tablets, Printers, Scanners, Digital Projectors, Smartphones
Applications:
Microsoft Office, Microsoft Dynamics NAV, Norton / McAfee Anti-virus,, Norton / Symantec Ghost, Norton Internet Security, Outlook, Adobe Products, MSDOS, NetRestore/MAC, BootCamp/ Mac, Carbon Copy Cloner/MAC, VMWare, Parallel Desktop, Active Directory
PROFESSIONAL EXPERIENCE
On Force -Lexington, Ma March 2015- Present
Free Lance IT work
Desktop wiring, installation, and set up.
Virus, Spyware, and Adware removal
Printer setup and configuration
Wireless Network setup and configurations
A/V wiring and mounting
Alcatel Lucent/Disys Contractor-Westford, MA November 2011- October 2014
Level 2 Lead Technician/Supervisor
Supervised technicians in daily IT issues brought to the office by employees
Responsible for timesheets and employees times.
Made sure that every client that come into the department for repair was satisfied
Handled conference calls for the department, and any disciplinary actions within the department
Repaired issues that were not able to be solved or find the resources to help with repair.
Remote access repair for employees who work remotely and off site
Troubleshot hardware, software and the network operating system
Maintained, upgraded or replaced hardware and software systems.
Installed computers, Installed new image, connected hardware, load required software; configured laptops
Maintains current and accurate inventory of hardware, software and resources
IdentifIed, researched and resolved technical problem
Performed password resets, Permissions, Allowed access to Sharepoint to on and offsite employees
Remained informed of new technologies that benefited our information services
Provided status reports to management on a regular basis
Plumchoice Online PC Solutions/ AT&T Tech 360-Billerica, MA March 2009-April 2010
Technical Helpdesk Supervisor
•.Lead team of 30 remote agents, made sure every agent was up to date on any changes in daily procedures.
•.Handled any customer issues with service and provided any type of solution to accommodate customers.
•.Made sure that the department reached the service level requirements.
•.Responsible for any escalations that would occur on a daily basis.
•.Handled employee's time clocks.
•.Made sure customers receive the proper service for the type of computer issue they had.
•.Handled conference calls for the department, and any disciplinary actions within the department.
Plumchoice Online PC Solutions/AT&T Tech360- Billerica, MA September 2008- March 2009
Remote Helpdesk Support and Sales
Provide solutions for small business owners, to troubleshoot their PC's involving Internet and computer issues.
Also provided support for Apple Macintosh computers.
Answer phone calls and troubleshot customer's computer issues providing, service or selling products and services.
Created and set up customer accounts in the system, create notes and customer history.
Helped business clients with email issues and any other basic computer issues.
In some instances we would remote into the customers’ computer.
Toyota- Lexington, MA September 2007-September 2008
Internet Sales Manager
Work closely in a team of two to increase vehicle sales by managing the inter net site in an effective and efficient manner
Provide timely responses to customer inquiries received via email through the internet site
Manage customer leads by providing timely follow-up calls and setting up appointments as necessary
Assist customers in purchasing vehicles by providing them with excellent customer service and relevant requested data
Managed and distributed up to 300 leads per week.
Hewlett Packard- Andover, MA July 2005- June 2006
Computer Technician/Contracted
Audited returned products (PCs, laptops, servers etc) from lease expirations to ensure they were returned in the condition received and entered specifications into a computer database
Reconciled parts ordered and returned to ensure accuracy of inventory
Diagnosed issues with off lease laptops/PCs (HP, Dell, IBM, Apple) in need of repair and ordered the appropriate parts based on analysis
Tested, configured, ran diagnostic tests and installed operating systems onto servers
Assisted in building network cabs for re-leasing to other companies
Assisted in Warranty items, provided weekly reports on ordered parts utilizing Microsoft Excel.
Speed PC- Acton, MA November 1997-August 2000
PC Technician
Completed diagnostic tests on computer hardware/software and fixed any problems detected
Assessed customers' needs and assembled/upgraded their PCs accordingly
EDUCATION
A+ Exam 220-601
University of Massachusetts- Lowell Lowell, Ma
2001-2003
Chelmsford High School Chelmsford, Ma
1997-2001
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