Technical Support Specialist

Tan Vu

**** ****** ***** **** ***** TX ***** • *********@*****.*** 682-***-****

Career Objective

To secure a position in IT Desk side Support Specialist within a progressive organization where my knowledge and experience would be best utilized.

Professional Summary

Strong Product knowledge of Microsoft Windows 7/10, Mac OS X, Microsoft Office Suite 365/XP/2000/2003/2007/2010, Adobe Acrobat Professional, SCCM management software, VPN client, True Crypt laptop encryption software, Symantec client security and other software packages.

Solid Systems Administration Skills in Windows (Active Directory, 2008/12/16 and Exchange 2010/2013/Office365) environment: Create user AD, email account, assigned group access permission, domain, networks logon script… Plan and Maintain Network File System, Network Security….

Strong hardware and software installation, configuration and troubleshooting skills for computers, printers, laptops, workstations and mobile devices.

Communications: Team Viewer, LogMeIn, Microsoft Sky for business, Remote Desktop Connection, Microsoft Outlook for Web Access, Cisco WebEx Connect, VPN.

Excellent verbal and written communication skills with the ability to write concise, accurate and readable technical documentation and reports.

Outstanding time & resource management skills with Daily IT operations, deliverables, and schedules.

Excellent interpersonal, communication, teamwork, organizational and project management skills.

Strong ability to work effectively on multiple projects, simultaneously, in a fast-paced and highly challenging environment. Excellent logical problem-solving skills

Team player and self-motivated, positive in demeanor and able to focus on delivering high quality and timely results for projects or assignment. Effectively communicate and empathetic listening.

Work independently, proceeds on own with little or no direction, progressive, makes suggestions for improvement. Effectively learning new skills and keep current with rapidly changing information technology.

High level of professionalism, patience, and confidence. Positive attitude and the ability to remain calm and professional in stressful situations.

Work Experiences

Quorum International Fort Worth Texas

Desktop and Network support 05/2020 to Present.

Provide corporate, sales and construction users with technical support on-site, at both.

General Office and remote locations over the phone, via email, or by utilization of remote

assistance tools.

Provide technical support for internet and network related issues; troubleshoot and report.

outages to internet service providers while staying in communication with the Helpdesk.

group with the objective of prompt service recovery.

Provide technical support for Windows, Mac, and other mobile operating systems such as

iPhone, Android, and Windows Mobile.

Provide technical support for Skype for Business phones and Microsoft Lync Client and

provide the users with basic user operation of the device.

Set up computers for deployment by use of System Center Configuration Manager (SCCM)

and other companies approved configuration checklists.

Perform computer repairs, correct printing and scanning issues, and address network.

outages with critical deadlines.

Provide technical support for in-house applications and services as well as other industry.

leading software programs such as Microsoft Office, Microsoft Lync Client, AutoCAD,

Adobe Creative Suite, SharePoint services, OneDrive, and Office 365.

Participate and assist in hardware and software rollout projects. Hardware and software

rollout invoices planning and coordination with the rest of the Helpdesk group. Hardware

and software rollouts are preferably to be done with little or no downtime to the users.

Assess severity of network problems and communicate to the Helpdesk group and

management as necessary.

Provide new hires with basic introduction to hardware and software. Assist users to

familiarize themselves with network resources.

Assist with auditing and managing of computer equipment and other network related.

infrastructure such as routers, switches, internet lines, and wireless cards.

Responsible for completing and following through with a list of assigned tasks and projects.

within specified timelines.

Ability to work independently when necessary but able to collaborate with the Helpdesk.

team.

US-Concrete Euless Texas

Desktop Support Specialist 9/2019 to 05/2020

Provided phone and on-site support to C Level Management, Executive Management Support in the areas of networks, systems, databases, and business suite applications. Escalate resolution to the next level Support Teams.

Managed resolution of critical issues escalated from first level support requiring high levels of technical expertise as well as responsive customer interface.

Troubleshooting network communication issues on workstations for both LAN and remote access.

Managing users and user accounts, including both the computers related aspects of creating and maintaining user accounts and systems.

Responding to user requests, questions, and problems, and taking care of the peripheral devices attached to various computer systems.

Maintained daily availability of the corporate LAN consisting of servers, client workstations, laptops, printers, and multimedia equipment.

Installed, configured, and maintained TCP/IP Ethernet LAN to allow communications between servers and production machinery.

Maintained computer hardware and software inventory for purchased software licensing and tracked licensing compliance throughout the organization.

Administered and maintained Microsoft Office 365/ Exchange Server Online.

Monitoring system and network activity to quickly detect any problems related to system security, performance, or general functioning through Solar Win

Troubleshooting Firewalls, Routers, Switches, ISP hardware, and peripheral device connectivity

Corcept Therapeutics, Inc. Menlo Park, CA

Sr. IT Support 07/2016 to 9/2019

Provided phone/email/and remote PC take over tools TeamViewer, Sky for Business to assist and troubleshooting and operations issues, including but not limited to connectivity, Internet access, electronic mail, file servers, phone, wireless and mobile devices.

Automated and managed Helpdesk ticket system daily to send user requested tickets to proper IT staffs for problems resolved and escalated notifications generate e-mail alerts if tickets are not promptly addressed to ensure appropriate service levels can be met.

Installed, setup, configured, desktops, laptops, monitors for new hire

Created and managed Active Directory user domain accounts, global and local groups, granted network access permissions to file and print servers… Created, configured and managed new email accounts on Office 365.

Automated both the non-computer and computer inventory asset management processes from deployment to retirement, including asset data audit, tracking, compliance and reconciliation.

Supported and Troubleshooting mobile device such as IOS and Android over the phone

Maintenance and support of daily IS functions that include daily network backups, user additions, deletions, and changes, application of patches, and updates to all network equipment in a manner consistent with compliance requirements of web filter and anti-virus maintenance.

Monitored number of software licenses installed and managed software license agreements including upgrades and provided flexibility for negotiating ongoing volume purchases.

Published network documentations and instructions including network security, desktop hardware and software standards, Internet usage guidelines and information access related procedures.

Installed setup and configured new workstations and provided orientation to new employee instruction and technical assistance on the use of PC-based software for business, internet, email and connectivity.

Managed remote administration, software distribution and installation of virtually application, service pack, update, hotfix to laptops, desktops and servers on the network.

Actiance Inc Redwood City, CA

IT Operation 03/2014 to 07/2016

Installed, configured, and troubleshoots desktop, laptops, workstations and associated peripherals for internal and external customers.

Recognized, analyzed, and effectively solve problems in a timely and organized manner using industry best practices and procedures.

Performs desktop and laptop system deployments including hardware and software configuration primarily on Lenovo laptops and Apple computers.

Created, managed and maintained imaging scheme using image X and Acronis utility.

Ensures the customer issues are promptly addressed, documented and resolved in a timely and professional manner consistent with the highest customer service and professional / technical standards.

Coordinating equipment repairs with vendors including, but not limited to, Dell, HP, and Lenovo products. Continuously informing the end user on the progress of the resolution, keeping ownership throughout the ticket resolution and always following up with the end user prior to closing the support ticket to ensure customer satisfaction.

Initiates tracking and reporting of issues, as well as recommends means for system improvement including procedural steps, increased training, and enhanced documentation.

Serves as technical advisor, providing front telephone, remote desktop, and onsite desktop support for system users with complex issues by resolving or conferring with the appropriate technical or systems personnel.

Developing and documenting standard company operating procedures to include set-up, troubleshooting, and user training that ensure proper working condition of computer hardware/software.

Initiates tracking and reporting of issues, as well as recommends means for system improvement including procedural steps, increased training, and enhanced documentation.

Theranos Palo Alto, CA

Systems Support Specialist 04/2011 to 10/2014

Provided phone and on-site support to users in the areas of networks, systems, databases and business suite applications.

Managed resolution of critical issues escalated from first level support requiring high levels of technical expertise as well as responsive customer interface.

Troubleshooting network communication issues on workstations for both LAN and remote access.

Managing users and user accounts, including both the computers related aspects of creating and maintaining user accounts and systems.

Responding to user requests, questions and problems, and taking care of the peripheral devices attached to various computer systems (e.g. printers, tape drives, backup devices …etc).

Maintained daily availability of the corporate LAN consisting of servers, client workstations, laptops, printers and multimedia equipment.

Monitoring daily system tape backup and performed system files restoration using Backup Exec network backup software.

Installed, configured and maintained TCP/IP Ethernet LAN to allow communications between servers and production machinery.

Maintained computer hardware and software inventory for purchased software licensing and tracked licensing compliance throughout the organization.

Administered and maintained Microsoft Exchange Server and user accounts.

Installed, configured and managed RAS, DHCP and WINS servers for host name resolution.

Monitoring system and network activity to quickly detect any problems related to system security, performance, or general functioning.

Education / Certificates

Microsoft Certified System Engineer (MCSE)

Microsoft Certified Professional + Internet (MCP+I)

Microsoft Certified Professional (MCP)

CCNA

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