Thiep H. Le adzdhk@r.postjobfree.com 503-***-**** Portland, Oregon

SUMMARY OF QUALIFICATIONS

Over 10 years of experience providing customer service in multiple industry

Bilingual in English and Vietnamese; read, write and speak both fluently

Strong communication and interpersonal skills

Exceptional computer knowledge and experience, proven ability to explain technology to end users

Excellent math and attention-to detail

Customer Service in IT

BankWork$ Graduate

WORK HISTORY

Symtech August 2018 – February 2023

Hardware Services Specialist I Beaverton, OR

Management of network hardware troubleshooting, replacements, and installation projects

Provided exceptional internal customer service to employees

Translated and interpreted as needed

Created written manuals in English and Vietnamese

Communicate with all levels of management

Diagnosed customer’s issue and found best solutions

Explained how to use software programs and resolved questions and issues

Supported virtual platform

Meeting with vendors to negotiate Request for Proposal

Accepted bids and negotiated contract terms with vendors

ACS Feb 2003 – August 2018

Computer Operations Lead Hillsboro, OR

Leadership of software, hardware, network, and communications systems

Translated and interpreted as needed

Created written manuals in English and Vietnamese

Provided QA/QC of all Customer Service Level Agreement to meet to client satisfaction.

Responded to call center employees questions, issues and resolve network problems

Explained to employees step-by-step how to reset passwords, frozen screen problems

Managed a team of systems analysis personnel and supervised on-call

Oversight of Remedy Tickets and Change Requests for systems services

Collaborated closely with remote and local vendors and clients to resolve network issues

Executed system maintenance IPLs, monitored and resolved time-sensitive critical alerts

Provided QA/QC of all Customer Service Level Agreement to meet to client satisfaction.

Supported and managed the migration of information systems from Nike World Headquarters

Meeting with vendors to negotiate Request for Proposal

Accepted bids and negotiated contract terms with vendors

EDUCATION

Portland Community College

Associate of Science - Computer Operations Portland, OR

Minh Duc University

Bachelor in Agricultural Engineering Saigon, Vietnam o Mathematics, Chemistry, Physics

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