Service Center Analyst Associate

Noua Yee Thao 651-***-****

**** ******* ** *, *********, MN 55119 https://www.linkedin.com/in/nouathao adgv9p@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Experienced IT student seeking hands-on work in the IT field. Over four years of experience providing professional customer service in a diverse environment. Highly motivated, and able to prioritize multiple responsibilities to meet deadlines and obtain goals. Quick at learning new concepts by utilizing strong communication skills. Adaptable team player looking for ways to contribute to the organization. Bilingual in Hmong and English.

TECHNICAL SKILLS

Proficient Microsoft Office Suite skills; Excel, Words, PowerPoint, and Outlook

EDUCATION

Associate of Applied Science Degree: Computer Forensic May 2019

Minneapolis Community and Technical College Minneapolis, MN

Relevant Coursework: Microsoft Windows Operating System, Data Communications, Microsoft Network Administration, and Internet/Intranet Security

RELEVANT EXPERIENCE

Service Center Analyst Associate

October 14, 2019 – Present

M Health Fairview Twin Cities / Minneapolis

Take over hundreds of call weekly troubleshooting IT related issue

Create ticket and assign to appropriate IT team

Map network printer

Manage user Active Directory account, password reset and unlock account

Update user Microsoft 365 license

Register workstation device for Epic

Re-map network drive to user device that may have been lost or disconnected

Recover lost or delete files that user might have accidently delete or misplace

Adjust user computer monitor display setting

Information Technology Technician July 2018 – October 11, 2019

Information Technology Intern October 2017 – March 2018

Fairview Health Services / Hewlett Packard Twin Cities / Oakdale, MN

Began as an intern through Fairview serving throughout Twin Cities, earning enough recognition to be offered a full-time position with Hewlett Packard serving in the same role at a single location

Locate Network printers and establish connections to main network to update workbook

Gather Network and hardware information on hundreds of printers to insure accurate enrollment into the Managed Print Services program

Replace and install hundreds of new printers following HP and Fairview best practices to safeguard patient confidentially and maximize equipment efficiency

Field Technician May 2018 – July 2018

Silver Communication Eden Prairie, MN

Maintained and organized new and current network closet for multiple clients. Efficiently pull and install new network cables to new and old client’s construction buildings

Analyzed customer needs by examining network closets in existing construction to determine what devices needed to be removed and replaced to achieve a more organized system

Install complete network closets and cable in new construction projects

Acquired new and relevant knowledge and skills related to installation of television and related media technology, as well as configuration of firewall security and hardware

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