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IT Desktop Support/Help Desk Technician

Greensboro, North Carolina, United States
October 19, 2016

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Pheng Cha 336-***-****



Career Summary

Teamwork, problem solver, and exceptionally proficient in Windows-based applications seeking a position in Desktop Support or IT Help Desk to provide top level IT service to your valuable customers 24/7

Technical Skills

Solid understanding of Win XP to Win 10, Mac OSX, and Office 2013/365

Hands on experience with desktop/laptop hardware and software installation, upgrade, data migration, Imaging, troubleshooting, android/iOS mobile/tablet setup, and iPhone/iPad repairs

Experience setting up outlook and print server, synchronizing devices, Norton Internet security suit/Ghost/malware/encryption, and active directory

Daily management network connectivity, merchant POS/credit card software, IP/LAN printers, POS, Win 7/ MacBook laptop and desktop troubleshooting, Office 2013 Pro, WinZip, WinRAR, and 7-zip

Cisco Router, Switch, VPN setup, VMware and other Remote Desktop Services

Basic understand SharePoint, InfoPath, and MS Access

Educational Skills

FOSS/3rd-party software’s including Internet Security Suit/Malware/Data Encryption

File Integrity Checkers, Cryptography, Symmetric/Asymmetric Encryption (Veracrypt, AxCrypt, Bitlocker), Data Recovery, and Secure Deletion

Network Security, Wireshark, Port/Vulnerability Scanners, and Hacker Methodology

Networking skills (Cisco IOS, 7 Layer of OSI Model, TCP/UDP, Static, DHCP, VLANs, Trunks, IPv4, & IPv6)

Software used: Microsoft Visio 2012, Linux, Ubuntu, Virtual Box, Cisco Packet Tracer, Eclipse (Java), CCleaner, File Shredder, File Verifer ++, HashClac, HoneyBot, OpenPuff, Rainbow Tables, Nessus 5.2, Zenmap, ShieldsUP, and inSSIDer


Phoenix Asian Cuisine, Greensboro, NC Apr 2009 – present


Manage small business network consisting of desktop, laptop, POS, local/network printers/peripherals, database, credit card system, Cisco switches, routers, and firewall.

Daily active directory management (~100 users), employee time card, discount, individual employee computer access/restriction, assisting client on phone/in person, and actively engaging F2F customer interaction

On Call using TeamViewer to troubleshoot network and printer issue

Software used: Microsoft Office 2013 (Windows & Mac version), Kaspersky Internet Security, Adecco merchant credit card processing software, and Aldelo POS system

Interview, hire, supervise, schedule, and maintain a staff of up to 100 employees

Daily Duties

Opening up the restaurant, starting up the main computer/server, cable modem/router, all POS, desktop, laptop, and print server.

Unlocking all storage facilities, setting up dining room, patio, and bar.

Throughout the shift: managing staff side work, greeting customers F2F, phone calls (reservation, takeout orders, complaints, and any other service call), troubleshooting printer/network issue, email, fax, writing letters, installing hardware/software as needed, assisting staff as needed, checking/interacting with customer about service/food, helping staff and upper management with computer related issue, and assigning task/project to the staff to work on.

Sending employees home when business slow down, cutting cost, and checking closing duties.

Closing down: Count all registers, account for all cash/credit card transaction, finalize all tips and gratuity to each employee, shut down all computer systems in reverse order. Lock all doors, storage, and set the alarm before leaving.

Federal Railroad Administration (DOT), Washington D.C. May 2007 – Aug 2007

INTERNSHIP – IT Support & Help Desk

Redesigned FRA business and dispute forms using InfoPath or Microsoft Products, then posting the forms online using SharePoint

Responding to ticketing system, email, and phone service call

Troubleshoot computer issues, install updates, setup and troubleshoot outlook server mail, and configuring computers to use local or server printers

Installing, imaging, and migration with Norton Ghost from old desktops/laptops to new ones

Used Norton Internet Security to secure and clean out malicious threat

Weekly meeting with other IT department about upcoming/current projects


Guilford College, Greensboro, NC May 2016

Bachelor Degree in Computer Technology and Information System with minor in Economics

Projects: Raspberry PI Touchscreen, Data Encryption & Security, Ubuntu on Virtual Box

Programming Language Study: Java, C++, Cobol, Visual Basic, Visual Basic .Net, MS SQL

Degree focus on networking, computer security, operating system, and java

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