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Desktop Support Engineer

Santa Ana, CA
October 10, 2019

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Jeff Nguyen



To obtain employment as a Desktop Support Analyst within a challenging and dynamic environment that offers the opportunity for advancement and professional growth.

Summary of Experience:

Solid interpersonal and organizational skills: including the ability to interact with all levels of the organization.

Proven track record of sound troubleshooting and analytical skills.

Strong written and verbal communication skills including the ability to provide detail documentation of a technology incident.

Ability to manage and lead multiple priorities and projects with minimal supervision.

Respond to requests for technical assistance via telephone, email and in person, as required and logging issue in help desk management/call tracking system

Perform IT support tasks including but not limited to:

oReset, unlock and add new computers via Active Directory.

oSetup new pc’s using disk images and manual setup of user specific software.

oTroubleshoot and repair PC hardware. (disk, memory, power supply, motherboard)

oDiagnose and resolve issues with standard application software and OS.

oDiagnose analyze and resolve performance issues.

oSetup, deploy, troubleshoot and resolve issues with IOS & Android devices, printers, scanners and other peripherals.

oInstall and configure PC software applications

oExperience with IT industry in Network support over different devices

oActive directory management, NTFS security, disk quota management

oProvided senior technical support to both in-house staff and user departments for all network applications.

oInstallation, upgrades, and configuration of Windows 95, 98, 2000, Vista, Windows 7 and NT Workstation clients.

oConfiguration and implementation of MS-SQL, TCP/IP, IPX/SPX, Netbui, DHCP, WINS, RAS, VPN and DNS clients.

Experienced in LAN and WAN topologies and protocols.

Experienced in computer hardware including assembling, installation and troubleshooting of Servers, PC’s, printers and associated peripherals.

Proficient with MS-Office application packages (MS-Word, MS-Access, MS-Excel, MS-PowerPoint, and MS-Project).

Proficient with E-mail application packages (MS-Exchange, MS-Outlook)

Proficient with antivirus packages (Norton, McAfee).

Proficient with Internet browser packages (IE, Firefox, Chrome).

Proficient with imaging packages (Ghost, Acronis SmartDeploy).

Proficient with backup packages (NovaBackup, Acronis Backup).

Proficient with call tracking packages (Remedy, Support Magic).

Hardware experience includes IBM, HP, Digital, Dell and Mac workstations, and laptops.

Excellent management and leadership skills; can handle multiple tasks with competing priorities effectively and efficiently.

Strong familiarity with servers and network systems.

Expert in Windows Desktop environment, Active Directory management and IP telephony.

Able to adapt to changing and varied work conditions; exceptional ability to receive, understand and evaluate new information quickly and accurately.

Extensive research, analytical and documentation background.

Plan and develop methods for computerizing business and technical tasks or improving the computer systems already in use.

Professional Experience:

Dell – NTT Data / CoreLogic – Irvine, CA

Sr. Desktop Support Analyst 7/2016 – 5/2019

Team lead in a group of 4 desktop staff supporting 800+ users.

Imaging, asset management and software deployments utilizing KACE.

Utilized Remedy for ticketing process.

Active Directory management utilizing Active Roles Server.

Deploy and support Windows 7 and Windows 10 clients.

Deploy and support McAfee Drive Encryption 7.x and Microsoft BitLocker.

Deploy and support Office 365 / O2016.

Deploy and support Cisco VPN client.

Deploy and support Symantec Endpoint Protection 14.x for antivirus & drive accessibility.

Deploy & support MacBooks & iMacs.

Deploy & support Cisco ip phones.

Deploy and support Outlook clients for IOS and Android.

Migrated Windows 7 Windows 10 clients.

Support remote clients utilizing LogMeIn 123 & Skype.

Support VMWare clients utilizing VSphere.

Technical lead in Domain Migration projects for new acquisitions.

Diagnose, support, maintain, and troubleshoot telecom and network issues.

Diagnose, support, maintain, and troubleshoot PC, software, and printer issues.

Maintain desktop connectivity and assist users with technology issues.

Answer incoming requests by phones, email, tickets, and in-person (identifies, researches, resolves technical issues)

Attend department meetings – conference calls, daily, weekly, and monthly.

GlobalNet – Westminster, CA

Network Administrator/Desktop Support Specialist 1/2006 – 3/2016

Troubleshot hardware issues and worked with service providers to facilitate repairs.

Create new accounts, reset passwords and configured access for users.

Responded to user service emails in a timely and effective manner.

Carry out on-site analysis, identification, and resolution of difficult desktop problems for end users

Provided thorough support and problem resolution for network users.

Provided base level IT support to company personnel.

Researched resolved and followed up on network issues.

Experience programming routers and switches, and performing troubleshooting tasks for connectivity, speed, and packet loss issues.

Provided desktop support for Microsoft Office desktop applications.

Provides end user support IOS and Android devices, including installations,

activations, troubleshooting and training for end users

Rebuilt operating systems on problem computers, replaced failed computer components as necessary.

20th Century Fox Film – Los Angeles, CA

Desktop Support Engineer \ Executive Support 6/2001 – 11/2005

Hardware install and maintain desktops, laptops, printers, scanners, projectors, Cisco IP phones and many others peripherals Plan and perform regular maintenance on complex enterprise Cisco routed and switched networks

Create email accounts on MS Exchange Server and modify, reset passwords and unlock accounts in Active Directory, track incidents and requests with Remedy

Support provided via desk-side and remote access through utilizing Boomgar and DameWare

Install, organize, test, maintain, check and troubleshoot end user workstations and interrelated hardware and software

Extensive experience with Microsoft products and Operating Systems such as Microsoft Office Suite and Windows

Prepared workstations for new hires using Norton Ghost to reimage drives and

performing quality insurance checks on computers before assigning to end users

Provided end-user support for senior executive management (Studio Presidents, CFO, CIO, SVP’s, etc.)


News Digital Media – Los Angeles, CA


Server Engineer 8/2000 – 6/2001

Provided end user support for 150+ users in an environment consisting of Windows NT workstation and Windows 98 clients.

Install, configure and troubleshoot a wide variety of desktop and laptop PC's & servers.

Assisted end users in resolving software, ras, network and PC issues.

Provided desktop\server hardware/software installation, configuration and troubleshooting.

Planned, implemented and administered Norton Corporate Antivirus package to clients and server,

Plan Server deployment and management

Managed network backups and disaster recovery.

Microsoft Exchange administration. - Los Angeles, CA Desktop Specialist 11/1999 - 7/2000

Provided end user support for 80+ users in an environment consisting of Win NT workstation clients.

Assisted end users in resolving software, ras, network and PC issues

Provided desktop hardware/software installation, configuration and troubleshooting.

Planned, implemented and administered Veritas Desktop Management Suite to clients.

Planned, implemented and administered Norton Corporate Antivirus package to clients.

Performed daily network administration tasks.

•Education - Certifications:

B.S. Information Systems

ITT Tech


Microsoft Certified Product Specialist

CTIA A+ Certification

Toshiba Satellite Series

HP DeskJet and DeskWriter Series

HP LaserJet II, III, IV & 5 Series

IBM PS/2 Systems

References available upon request.

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