Support Technician Desktop

Michael Nguyen

HOUSTON, TX ***** • 818-***-**** • ****************@*****.***

Summary

Results-oriented Desktop Support Technician with many years of experience offering a broad range of technical proficiency, consistently successful in developing organizational solutions, and identifying software and hardware threats for clients. Multitasking, planing and prioritizing skills to get a job done in timely maner. Very good in team work and fast-paced working environment.

Skills

Troubleshoot server, desktop, laptop, printer and scanner

Installing and configuring computer hardware and software

Virus, malware and Spyware removal

Administering diverse operating systems like Windows or Mac

Troubleshoot Windows 7,10,11 BSOD

Setup Users, Groups and resolve User Login issues

Imaging, cloning and deploying Windows OS

ServiceNow Ticketing System

Routers, Switches and network cable

BitLocker full-disk encryption remediation

SharePoint - site creation, administration, and troubleshooting

Unified Communications - Cisco Webex, Call Manager, MS Teams administration and troubleshooting

Data recovery

Network diagnostics

RAIDs setup and reconfigure

Backup and disaster prevention

VPN and Work from Home Support

IWs, CWs, WOWs, VXs, BCA Computer System

Data and settings migration using MMT, DMT

RDP, TCP/IP connectivity and troubleshoot

Microsoft Office 365

Active Directory (AD), SCCM, Remote Desktop Connection

LAN/WAN Monitoring and troubleshooting

Customer service expert

Experience

IT Support Technician, 12/2022 to 08/2023

MD Anderson Cancer Center – HOUSTON, TX

Provides support and analysis of business, processes, and management problems in terms of system and customer-department requirements and acts to remediate issues at the customer point of use.

Assists users and user departments' support personnel in resolving assigned hardware, software, integration, and operating system-level problems in the desktop, mobile computing, Printers, Scanners and network environments. Identifies problems, applies optimum solutions and communicates the resolutions using ServiceNow Ticketing System. Owns assigned issues, maintains complete, accurate and up-to-date incident tracking information, escalates to appropriate support departments and follows up with departments. Deploying BCA (Business Continuity Access) Computers.

Complete Computer Lifecycle process from imaging, software reviews and staging, deploying, decommissioning and management support.

Experience working with IWs, CWs, WOWs and VX System.

Working with Active Directory (AD), SCCM, Remote Desktop Connection and Office 365

Technical Analyst, 06/2021 to 12/2022

Texas Children's Hospital – HOUSTON, TX

Complete Computer Lifecycle process from imaging, software reviews and staging, deploying, decommissioning and management support.

Responds to incidents and requests tickets in a timely fashion and documents all activity related to that ticket using Service Now.

Provides laptop and desktop PC and printers support for on- and off-site users with equipment running Windows operating systems, MAC operating systems, as well as Work from Home support.

Diagnose and resolve all PC related issues, including but not limited to, hardware failure, operating system errors, software compatibility issues, and network connectivity.

Working with Active Directory (AD), SCCM, Remote Desktop Connection and Office 365.

IT Specialist, 01/2020 to 09/2020

ResponseForce1 – HOUSTON, United States

Deploy and managed Wi-Fi Networks and IP Schema. Maintain network documents, materials and supply inventories.

Maintains data records and filing systems.

Diagnose communication network problems.

Troubleshoot problems when they arise.

Administer existing computer networks.

Install and certify network structures.

Maintain network design, troubleshooting, cabling and wireless networks.

Repair and maintain printers, computers and other hardware devices.

Install and configure network interface hubs, routers, switches, bridges.

Design disaster recovery methods during emergencies.

Use the RFI Tripwire Solutions for enrolling Staff and Clients, Creating badges.

Computer Technician, 05/2015 to 05/2021

Skynet Computers – HOUSTON, United States

Expertly installing, configuring, monitoring and troubleshooting pcs and related hardware on all os platforms.

Resolving windows, internet explorer, virus/ spyware, and pc software related issues.

Break/fix of computers and servers (IBM, hp, dell) performed data recovery from lost partition, lost partition recovery, password recovery, imaging of hard drive, different raid configuration of the hard drive.

Monitoring and troubleshooting LAN installed and configured routers and switches.

Performing pc performance optimization, installation of os, software, and specified patches and updates.

Updating knowledge and skills to keep up with rapid advancements in computer technology. Perform outsource contracting to commercial business clients.

Diagnose, troubleshoot and repair all electronic devices including Computers, TVs, Game Consoles, and Smartphones.

Answer phone calls to the store with a professional, courteous and friendly demeanor

Computer /Data Recovery Technician, 05/2002 to 12/2014

Insel Computers – Chatsworth, CA

Install, configure, maintain and troubleshoot issues related to hardware/software, helpdesk support for end users. Remove Virus/Spyware; provide Back-up solution and Data recovery.

Consult clients on all levels to help resolve IT-related issues in a timely manner.

Support commercial off-the-shelf software and current informatics hardware.

Setup hardwires installations (running network and phone cables with proper jacks and RJ45 connectors) for commercial and home user clients.

Perform outsource contracting to commercial business clients.

Diagnose and recover data on failed hard drive and other storage devices.

Provide user support via phone and in person.

IT Support Analyst/Helpdesk, 05/2000 to 07/2002

Computer Technology Solutions – HOUSTON, United States

Effectively operate electronic test equipment

Flash the firmware and BIOS of the different kinks of motherboards.

Use of diagnostics available tools like MRI, PXE, DLC boot and their proper applications

Identify, diagnose and document hardware failure or software problems on a variety of computer or computer-related equipment

Assisted with the rollout of Windows OS lease migration and subsequent deployment of the managed platform image.

Set up hardware and install and configure software and drivers

Computer/Electronic Technician, 12/1998 to 12/2000

Telxon Corporation – HOUSTON, United States

Assemble PCs and servers for various clients.

Evaluate and troubleshoot technical issues dealing with PCs.

Troubleshoot, upgrade and repair personal computers/notebooks.

Provide onsite and offsite computer networking assistance to clients (home and office).

Provide computer network maintenance, including installation of new computer rollouts, latest security patches and updates as well as track hardware & software changes.

Computer/Electronic Technician, 05/1996 to 12/1998

Compaq Computer Corporation – HOUSTON, United States

Assemble PCs and servers for various clients including companies and end-users Build sub-assemblies and test finish products

Soldering PC components and quality control

Test, analyze and troubleshoot failed PCBs

Evaluate and troubleshoot technical issues dealing with computer hardware and software.

Provide computer technical support to clients via phone consultations as well as in-store and on-site service

Education and Training

Microsoft Certified: Computer Science, 01/2020

MCP-MCSE (Microsoft Certified System Engineer) - Houston, TX

Certified Data Recovery: Data Recovery, 2012

Certified Data Recovery Expert - Atlanta, GA

A Plus Certified: Computer/Networking, 06/2002

A Plus Service Technician - Houston, TX

Associate of Applied Science: Computer Networking Specialist, 2002

North Harris Community College - Houston, TX

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