Los Angeles Customer Service

SEAN C. NGUON

**** ******* ***, #*, ** Monte, California 91733

213-***-****(M)

********@*****.***

Objective Seeking position that allows continuation to utilize, gained skills and experience in Technology.

Highlight Quick learner, hard worker and team player.

Languages Chinese (chiu-chau, Mandarin, Cantonese), Spanish (conversational)

Education B.S. Computer Information Systems (Coursework)

Option: Technology with emphasis in Networking & Programming

California State University, Los Angeles

Activities: Asian Student Union (ASU, acting President), basketball team (intramural)

Skills Software C++, Java, HTML, MS Office, COBOL, Citrix, Mobile Iron, DocsOpen

Hardware PC, Laptop, Mobile devices (iPhone, iPad, BlackBerry), Server Installation & Troubleshooting

Related

Experience Mitchell Silberberg & Knupp LLP 08/2021 – 9/2024

(2049 Century Park East, Century City)

Hardware / Desktop Analyst

*Provide hardware and software support services to the Firm's end-user population. Setup, install and configure systems equipment as well as audio and video teleconferences, while exhibiting a high level of customer service and attention to detail.

Provide onsite and remote technical support to the firm's user community including, but not limited to, troubleshooting, installation, configuration and maintenance of firm approved applications, end user hardware, peripheral devices and other technologies.

Troubleshoot and maintain the firm's printer and scanner assets while appropriately escalating to vendors when necessary.

Set-up audio-visual equipment; including audio and video teleconferences, PowerPoint presentations and web conferences.

Set up and configure firm approved mobile devices including Android and iOS devices.

Troubleshoot and update tickets escalated from first level Helpdesk in the firm approved ticketing system.

Coordinate with other department members to ensure that accurate inventory data is maintained. Monitor inventory levels and alert supervisor when inventory becomes low.

Handle technical issues in a controlled manner while interfacing with the user community in high pressure situations. Utilize independent judgment and discretion in escalating issues to system engineers or other IT resources as well as informing supervisor and IT management as necessary.

Ensure that all assistance given is in compliance with department policies, procedures, and standards. Responsible for informing supervisor of any hardware, software, or practices which are non-compliant with firm or department policy.

Maintain repair area, equipment, and inventory in an organized and clean manner.

•Support and assist with setting up business center for trial

* Assist with project team migration, (skype to teams )

Bryan Cave LLP, Santa Monica 05/2016-08/2021

(120 Broadway #300, San Monica)

IT Deskside Support Analyst (05/2015-5/2016 -temp)

•Facilitate information flow by providing firm technical computer support assisting in workflow processes/procedures and transitioning new technologies to production

•Assist with special project management, desktop software application and Operating System support and hardware

•Provide first level support on applications and Operating Systems; provide second level assistance, troubleshooting and support on software-related issues and VOIP issues, and document and communicate resolutions to end users

•Communicate and escalate issues effectively to other groups and management

•Ensure support calls generated through ticketing system are accurately updated and maintain documentation on assigned tasks

•Participate in cross-functional support activities and meetings

•Perform user administrative activities (moves, adds, changes) and audio/visual conference support

•Monitor PC, laptop, palmtop, printer standards and configuration development/control

•Assist with asset management, inventory control, and change management

•Develop and manage service level agreements

•Resolve technical hardware issues on desktop and laptop computer systems; perform computer hardware upgrades, installations and equipment moves; install, configure and support network printers

Loeb & Loeb LLP, Los Angeles 06/2007-02/2015

(10100 Santa Monica Blvd)

Systems Analyst (10/2012-02/2015)

•Provided information technology (IT) support to Hong Kong and Beijing offices

•Acted as first escalation for after-hours issues

•Troubleshot remote printers, hardware/software applications for Hong Kong, Beijing and local offices

•Handled provision/troubleshooting of mobile devices (BlackBerry, iPhone, iPad)

•Worked with MobileIron console and BlackBerry BES console

•Worked with Active Directory for password issues, group list adds

•Provided audio/visual services and video conference setups

•Analyzed, troubleshot and escalated issues locally and for other firm offices

IT Desktop Analyst (06/2007-10/2012)

•Provided IT support with team to office of approximately 200 employees

•Troubleshot Microsoft applications and other software issues; troubleshot printer issues

•Setup Operating Systems and installed software applications

•Imaged PCs using Ghost and utilizing USB drives

•Deployed desktops, laptops and mobile devices

•Handled provision/troubleshooting of mobile devices (BlackBerry, iPhone, iPad)

•Provided audio/visual services and video conference setups

•Supported Hong Kong office via phone and Citrix remotely

•Support and assist with setting up business center for trial

•Assist with project team migration, (skype to teams )

DM Label Inc., Covina 02/2007-05/2007

IT Desktop Technician

•Provided support for end-users and maintenance

•Installed, diagnosed, repaired, maintained, and upgraded all PC hardware equipment to ensure optimal workstation performance

•Troubleshot issue areas (in person, by telephone, or via e-mail).

•Involved in projects including Oracle 11i ERP systems, Windows NT/2000 server, MS Office, and other application rollouts

•Assisted with design and sample organization, maintenance, pattern transfers to overseas plants, security/surveillance systems and communicated with headquarters

•Worked with the company telephone systems

Wilson, Elser, Moskowitz, Edelman & Dicker LLP, Los Angeles 08/2005-03/2007

I.T. Support (part-time)

•Provided I.T. support to entire office of 80 plus staff

•Troubleshot application and software issues

•Troubleshot and configured printers and installed software applications

•Oversaw and assisted with phone issues, deployed printers and PCs, images PCs and provided troubleshooting with other miscellaneous technical issues

•Analyzed and supported MS office applications, Outlook, BlackBerry technical issues, Legal Solutions as well as jury instructions

G4 Media, Los Angeles 02/2004-04/2004

IT Technician Internship

•Setup Operating Systems and installed software applications

•Imaged systems with Ghost software; deployed desktops and laptops

•Troubleshot network connectivity and local/network printers

•Handled applications troubleshooting in MS Office Suite and Citrix

Xtream Studio, San Marino 03/2003-12/2003

Sales Executive

•Assisted in sales development; sold streaming media, website and video email services

Pfaucet Manufacturing Co., Pacoima 06/1999

Summer Intern

•Assisted with manufacturing of products through use of machinery and Auto CAD software learning applied principles of work place ergonomics

Other City of Los Angeles (BOS- IWMD), Los Angeles 10/2004-06/2005

Experience Exempt Clerk Typist (6 month contract)

•Prepared certified mail to send out permits to qualified recipients; organized/structured files

•Provided technical support with printers and GroupWise mailing system

•Learned the inspection aspect of Bureau of Sanitation and permit creation process

Solano Elementary School, Los Angeles 09/1996-09/2004

Teacher’s Assistant

•Assisted with daily classroom activities, clerical support, and academic assistance to students

•Provided technical support with computers, printers, laminating machine and copy machines

References Available upon Request

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