Desktop Support On-Site

HOANG TRINH

(Westminster, CA)

SUMMARY:

•Highly skilled and versatile IT professional with extensive experience in desktop support, network management, and project management across diverse industries.

•Adept at troubleshooting and resolving a wide range of technical issues for both remote and on-site users.

•Proven track record in managing the deployment of hardware, including laptops, desktops, and networking devices, as well as configuring and maintaining systems to ensure seamless operations.

•Expertise in Windows and Office 365 environments, including Active Directory management, user account administration, and system imaging.

•Experienced in working with both large organizations and specialized production environments, such as Neutrogena and Parker Aerospace, ensuring systems run smoothly and with minimal downtime.

•Familiar with various engineering applications (e.g., Catia, AutoCAD, ANSYS) and technical support for diverse hardware and software setups.

•Known for strong people skills in face-to-face and remote communication, delivering exceptional customer service while working on projects of varying complexity.

•Skilled in remote troubleshooting, utilizing tools such as GotoAssist and Mobile Device Management (MDM) for efficient problem-solving.

•Comprehensive knowledge of network infrastructure, including Cisco routers, printers, and other networking hardware, with a solid understanding of circuit boards, processors, and electronic systems.

•Proficient in system administration, security management, and preventative maintenance, ensuring organizational IT needs are consistently met.

EDUCATION:

A.S. Computer Science from College of Dupage, County, Glen Ellen, IL

CERTIFICATIONS:

A Plus Certified Service Technician (A+)

Cisco Certified Network Associate (CCNA)

Microsoft Certified Professional (MCP)

Certified Novell Administrator (CNA)

PROFESSIONAL EXPERIENCE:

Employment Gap Oct 2024 – Present

Seeking job opportunities.

Unis Inc, Buena Park, CA Apr 2024 – Oct 2024

Sr. Desktop Support Technician

Provided remote and on-site support, troubleshooting a wide range of user issues related to hardware, including PCs, printers, and handheld scanners, ensuring prompt resolution and minimal disruption to operations.

Created and managed user groups within Active Directory (AD), administering file, folder, and printer permissions to ensure appropriate access and data security across the organization.

Managed Office 365, including the creation of new user accounts, modifying existing accounts, configuring permissions, and enforcing security measures, such as password complexity policies, to ensure secure access.

Performed PC imaging and configured Windows operating systems in alignment with company policies, ensuring all systems met organizational standards before deployment.

Set up and configured phones using Mobile Device Management (MDM) applications, registering devices and ensuring proper integration with the company’s communication infrastructure.

Possessed strong knowledge of circuit boards, processors, electronic equipment, and computer hardware and software, enabling effective troubleshooting and repair of various components, systems, and devices.

Installed, maintained, and repaired equipment and integrated systems, ensuring all devices were fully operational and met the company’s technical standards.

Netrix/City of Rancho Palos Verdes, Verdes, CA Feb 2023 – Nov 2023

Computer Technician

Provided support to city employees both in-house and remotely, assisting with various IT-related tasks to ensure smooth operations.

Managed the onboarding process for new hires, including domain joining, user logon setup, and configuration of required access.

Created new user accounts, assigned passwords, and enforced password policies, ensuring secure and consistent user authentication.

Organized users into Organizational Units (OUs) and managed user account removal and deletion from OUs, ensuring proper account maintenance.

Configured account lockout policies to enhance system security and prevent unauthorized access attempts.

Set up and managed users in Office 365, ensuring proper access rights, permissions, and synchronization across platforms.

Provided support for AV systems and projectors, assisting in the setup and maintenance of equipment for meetings and events.

Coordinated town hall meetings by setting up necessary equipment, including monitors, PCs, and AV systems, ensuring everything was in working order prior to and during meetings.

Configured Cisco phones within Cisco Unified Communication Manager (CUCM) and Cisco Unified Communications Manager (CUCA) to ensure seamless communication across departments.

Performed PC imaging, domain joining, and configured laptops and desktops according to the city’s specific technical requirements and policies.

ADSL/ Molina Healthcare/KIA company, Los Angeles, CA Mar 2017 – Feb 2023

Senior Desktop Support Tech

Demonstrated strong people skills in both phone and face-to-face interactions, providing exceptional customer service to users and colleagues.

Played a key role in deploying and maintaining nearly 2000 devices, including laptops and desktops, ensuring timely installation and configuration for end-users.

Imaged laptops and desktops with Windows 7 and Windows 10, ensuring systems were configured correctly and met organizational standards.

Installed, configured, and troubleshot various applications, including Windows, Outlook, and Microsoft Office, ensuring seamless operation for end-users.

Deployed Windows 10 across multiple devices, installing necessary applications, configuring network printers, and setting up workstations to meet business needs.

Assisted in supporting, troubleshooting, and maintaining networking and telecommunications systems, ensuring minimal downtime and optimal performance.

Created, modified, and deleted user accounts in Active Directory, ensuring proper permissions and access rights for all employees.

Supported the setup and configuration of network and local printers, ensuring devices were properly integrated into the system.

Documented incident reports and resolution details in the Remedy tracking system, ensuring a clear record of issues and solutions for future reference and analysis.

CDI/ Parker Aerospace Inc, Los Angeles, CA Feb 2013 – Oct 2016

PC Support Specialist

•Performed onsite and remote analysis of computer and network issues, identifying and resolving technical problems to minimize system downtime.

•Installed, configured, and tested a variety of hardware and engineering software applications, including Catia, AutoCAD, MathLab, ANSYS, and Mathcad, ensuring seamless integration with the company’s systems.

•Troubleshot issues related to hardware, software, and peripherals, providing timely resolutions to maintain business continuity.

•Installed and updated antivirus programs on all computers, ensuring systems were protected against potential threats and malware.

•Created and conducted end-user training sessions, empowering users with the knowledge and skills needed to utilize software and systems efficiently.

•Performed preventive maintenance on all hardware and software systems to proactively address potential issues and extend equipment lifespan.

•Always served as the primary technical contact, providing expert support and guidance to team members, clients, and end-users.

IBM Global, Costa Mesa, CA Jul 2009 – Jan 2013

Remote Resolution Technical Support

•Provided remote technical support to over 20,000 users via phone, resolving a wide range of technical issues and ensuring smooth system functionality.

•Supported various operating systems including Windows 7, Vista, and XP, handling tasks such as adding/removing users, setting up user rights, and ensuring proper system configurations.

•Assisted with a variety of software including customer-specific applications, the Microsoft Office Suite, and virus scanning tools, ensuring proper installation, configuration, and troubleshooting.

•Utilized GotoAssist for remote access support, enabling efficient problem resolution without the need for physical intervention.

IBM Global, Costa Mesa, CA Jan 2003 – Jul 2009

Field Service Technician

•Managed and oversaw projects of various sizes, providing project management support for both small and large-scale initiatives at diverse customer sites, including Washington Mutual, PacifiCare, State Farm, and the San Diego Elementary School District.

•Provided technical support to Neutrogena, ensuring the smooth operation of production lines and troubleshooting any issues to minimize downtime and maintain continuous production.

•Handled desktop support, including the installation and configuration of hardware such as new PCs, servers, server racks, and Cisco routers, as well as running cables and establishing network connections.

•Set up and configured operating systems (Windows 7, Vista, XP), handled user account management (adding/removing users and setting up user rights), and supported software installation and troubleshooting, including Microsoft Office Suite, virus scan tools, and custom customer applications.

•Ensured networking hardware such as printers, routers, and network wiring were properly installed and configured for optimal functionality.

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