It Support Customer Service

MONYRATHA RATANAK

224-***-**** ****************@*****.*** LinkedIn: Monyratha Ratanak

Professional Summary

Results-driven IT professional with over 3 years of experience in hardware and software installation, troubleshooting, and project management. Proven track record of improving system performance and efficiency, enhancing user experience, and providing excellent customer service. Strong expertise in operating systems (Windows, Linux), computer networking, VPNs, and troubleshooting. Certified Google IT Support Professional with hands-on knowledge in systems administration, IT security, and configuration management. Knowledge in Java, Python, HTML, CSS, and various diagnostic tools. Committed to continuous learning and professional development.

SKILLS

Technical Skills:

• Programming Languages: Java, Python, HTML, CSS, SQL

• Networking: VPN configuration, IP configuration, Digital window activation

• Software: Microsoft Office Suite, Diagnostic Tools, Advance Autopilot, Chromebook White Glove Service, Visual Studio, AS400, Config Central, Active Directory, Group Policy, Wordpress

• Hardware: Installation, Troubleshooting

• IT Support & Administration: Remote connection and virtual machines, Permissioning, Systems administration, Configuration, Centralized management, Directory services Soft Skills:

• Leadership, Problem-solving, Critical thinking, Teamwork, Flexibility, Attention to detail EXPERIENCE

CDW IT Configuration Technician

Milwaukee, Vernon Hills, IL

December 2021 - 2024

• Trained over 20 employees in SCA/LSCA//PCA/Printers area, improving department efficiency by 15%.

• Lead hardware and software installations and imaging for major clients and for new hired.

• Managed VPN configurations and digital window activations for 1000+ devices, ensuring secure and efficient network access and managing Ticketing system and tracking.

• Troubleshoot, test, and document issue for future prevention and solution.

• Diagnosed and resolved complex hardware and software issues with admin team, achieving a 95% customer satisfaction rate.

CDW Contractor

Milwaukee, Vernon Hills, IL

July 2021 - December 2021

• Executed hardware and software installations, with a focus on Advance Autopilot, VPN setup, Window OS, OS cloning and imaging.

• Troubleshooted and resolved technical issues, contributing to a seamless user experience. Self-Employed IT Technician

January 2015 - July 2017

• Installed and assembled computer hardware and software for various clients.

• Configured printer IPs and diagnosed hardware and software issues.

• Developed and implemented solutions for processing and production equipment, resulting in increased operational efficiency.

Paññāsāstra University of Cambodia Community Volunteer Project Lead Phnom Penh, Cambodia

January 2016 - January 2017

• Taught computer and math skills to children in rural areas with limited access to technology.

• Lead fundraising efforts to set up new technology in schools, raising $1,000 for equipment and training.

• Set up and troubleshooted school computers, enhancing educational resources in underprivileged areas. EDUCATION

DePaul University, Illinois

Bachelor of Science in Computer Science (Expected May 2026)

• Senior year

• GPA: 3.28

• Complete Fitbit Health Monitor Smart Sensor Project

• Member of Upsilon Pi Epsilon Honor Society

Google IT Support Professional Certificate – Coursera Completed March 2025

College of Lake County, Illinois

Associate in Arts, Computer Science (May 2020)

• GPA: 3.6

• Member of Phi Theta Kappa Honor Society

Paññāsāstra University of Cambodia, Phnom Penh

Sophomore, Computer Science (2017)

• Completed an E-commerce website project

• Tutor in math, computer programming (Java, HTML, CSS, Processing Language) Institute of Foreign Languages, Phnom Penh

Certificate in English Proficiency (2017)

PROJECTS

Fitbit Health Monitor Smart Sensor Project

Project Lead

• Lead the development of a comprehensive health and fitness tracker using a Seeed Xiao board and Seeed Studio XIAO Expansion board.

• Integrated multiple sensors, including an AD8232 heart rate sensor, MLX90640 thermal camera sensor, and Adafruit mini GPS PA1010D, to monitor heart rate, body temperature, and GPS location.

• Conducted preliminary research and planning, assigned responsibilities, and managed project tasks and timelines.

• Collaborated with team members to troubleshoot and debug sensor integrations and code, ensuring accurate and reliable data collection.

• Developed a user-friendly interface that provides athletes, fitness enthusiasts, and individuals with detailed insights into their health and fitness, enhancing the overall functionality compared to basic trackers.

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