Continuous Improvement Veterans Affairs
Resume:
Jason Bennett Chuang
*******@*****.***
EXPERIENCE
RHO Inc. May 2025 – Current
Customer Service Engineer
Nashville, TN
• Government subcontractor under the Kentro / IT Concepts Inc., the main contractor company supporting the Veterans Affairs until September 2029.
• Supporting the End Point Support and Operations Monitoring (ESOM) contract.
• Supporting the Veterans Affairs at the Tennessee Valley Health System (TVHS)
• Public Trust security clearance
• BigFix application for Remote Desktop/Laptop Support
• Reimagining Laptops and Desktops
• Laptops - Dell, HP, and Lenovo ThinkPad
• Printer Support
• Doing inventory for removing old and broken IT equipment from the inventory IT equipment list using the application, VISTA
• dBAT - Desktop Baseline Assessment Toolkit (Veterans Affairs in-house application), which works with Microsoft System Center Configuration Manager (SCCM)
• PROJECT - Refreshing new laptops with Windows 11 and reimaging laptops from Windows 10 to Windows 11 Operating Systems
• PROJECT - Removing outdated and warranty-expired network printers due to downsides and restructuring of network printers here in Nashville, TN
Dell Technologies December 2021 – February 2025
IT Technical Analyst
Nashville, TN
•Microsoft Windows 10 and 11 Operating Systems
•Microsoft Office 365 (Word, Excel, PowerPoint, Outlook) Microsoft OneDrive,
Microsoft Software Center, Microsoft Company Portal, Microsoft Azure, Azure Active Directory, Microsoft Active Directory
•Remote Desktop/Laptop Support
•Windows 10 to Windows 11 Migration process
•RSA SecurID Token setup
•Mobile Device Management (MDM) – Androids and iPhones
•ServiceNow Ticketing system
•VMWare Workspace One (WS1)
•CyberArk Password Vault
•Imaging laptops for the Modern Windows 10/11 Azure and Windows 11 Intune image
•Data transfer of old laptops to new laptops and reimaging laptops
•New Hire Support for Dell employees and contractors
•Setting up new hires, on-site and remotely, from North America (USA and Canada) to do their daily duties.
•Supporting customers in North America (USA and Canada)
•Hardware Repair for Dell Latitude and Precision laptop series
Department of Veterans Affairs August 2020 – September 2021
IT Specialist – Customer Support
Nashville, TN
Hired by the Veterans Affairs Health Administration as a Temporary COVID-19 employee.
Worked in the Department of Veterans Affairs (VA), Office of Information Technology (OIT), Information Technology Operations and Services (ITOPS) division, Infrastructure Operations, Platform Support, Client Technologies subdivision.
Public Trust security clearance
Studying documentation provided with new or revised software and taking appropriate steps to install software.
Monitoring the use of disk space of all laptops and hard drives in-stock
Preparing routine workload reports showing system use and available capacity.
Submitting recommendations to improve the efficient use of the system and responding to special requests for system data.
Maintaining and updating system files necessary to control all aspects of system operations and access
Performing other related duties and responsibilities as assigned/required
Ghost imaging desktops and laptops with the Windows 10 image
Doing inventory and keeping track using VISTA application to keep track of the laptops, desktops, monitors, scanners, and printers for their locations and equipment turn-ins when the end of life for these items needs to be retired and replaced with new equipment for Tennessee Valley Healthcare
PROJECT - Worked on a team where we replaced over 3000 old monitors for new monitors
PROJECT - Worked on a team where we replaced over 2000 desktops with laptops and docking stations
Experience working in a help desk function providing support to staff and configuring desktops, laptops, and mobile devices for deployment.
Reviewed and analyzed over various Cybersecurity incidents on the servers, desktops, and laptops, through our ticketing system, ServiceNow, and diagnosed and worked with other IT groups such as the Information security operations center (ISOC) and customers to resolve their Cybersecurity issues monthly.
Understand how to build and maintain an office network and be able to configure and maintain physical/virtual servers and network switches.
Patches and software application upgrades for Microsoft Office 2016, Microsoft .NET Framework, Microsoft XML Parser (MSXML) and XML Core Services, Adobe Acrobat Reader, McAfee Anti-Virus, and Oracle Java SE applications
When service tickets were being routed, the department that I worked in used the application, ServiceNow, to communicate and write notes on various troubleshooting and break fix issues in order with customers and to track our status on how we took care of our customers daily.
After the various monthly patches were pushed, I had to remediate and verify that all the patches were pushed correctly. If any issues had arisen, I would have talked to other contacts in other departments to investigate those patches
Assisted staff, clients, and others with video conference equipment set up and connections. Must be able to support Office 365, Adobe Acrobat DC, enterprise anti-virus and anti-malware, back-up and recovery monitoring and maintenance, asset and inventory tracking, and a variety of other desktop applications. Applicants possessing technical administration experience with Microsoft Server, Active Directory, Group Policy, and DNS will be given special consideration.
After the patches have been installed, I would investigate any threat hunting and threat discovery to remediate any other issues to reoccur again. If not, I would contact Microsoft for more guidance.
Worked with a third-party vendor and the ISSO (Information Security System Officers) to properly wipe hard drives and set up mailing the older hard drives that are no longer in used by Department of Veteran Affairs standards to avoid any data stolen.
ASM Research June 2016 – November 2019
IT Security Specialist
Murfreesboro, TN
Government Contractor at the Veterans Health Administration (VHA) for the Veterans Affairs Department in the VA OI&T/IRM and Engineering group.
Public Trust security clearance
Worked on the CRISP (Continuous Readiness in Information Security Program) Project
During Spring 2019, I contributed on the VA Audit, OIG (Office of Inspector General) for the Murfreesboro, TN, and Minneapolis, MN locations to make sure the monthly REEF (Remediation Effort Entry Form) reports were up to date by patching their assigned desktops and laptops.
After the various monthly patches were pushed, I had to remediate and verify that all the patches were pushed correctly. If any issues had arisen, I had talked to other contacts in other departments to investigate those patches
After the patches have been installed, I would investigate any threat hunting and threat discovery to remediate any other issues to reoccur again. If not, I would contact Microsoft for more guidance.
The applications used were Windows Server 2012 R2, Remote Desktop, Microsoft Office 2010, PingInfoView, HP Web Jetadmin 10.3.96073 (Network Printer Support)
In-house built Veterans Affairs applications are NEWT - Nessus Enterprise Web Tool, REEF - Remediation Effort Entry Form, dBAT - Desktop Baseline Assessment Toolkit, and R03 CT TolZ
Reviewed and analyzed various Cybersecurity incidents on the servers, desktops, and laptops, through our ticketing system, ServiceNow, and diagnosed and worked with other IT groups such as the Information security operations center (ISOC) and customers to resolve their Cybersecurity issues monthly.
Patches and software application upgrades for Microsoft Office 2016, Microsoft .NET Framework, Microsoft XML Parser (MSXML) and XML Core Services, Adobe Acrobat Reader, McAfee Anti-Virus, and Oracle Java SE applications
Tech Providers, Inc. June 2015 – February 2016
Systems Analyst – IT Support
Birmingham, AL
Contractor at Southern Company Services - Critical Systems Desk
Tier 2 Supported the Fleet Operations and Trading (FOT) department.
Monitoring / Help Desk / Desktop Support
Applications used were the following, BMC FootPrints Asset Core, BMC Remedy, Gen Alert Monitor, Microsoft Windows Remote Desktop, Informatica PowerCenter Workflow Monitor / Manager. Microsoft Outlook 2010/2013, and Microsoft Systems Center 2012 Operations Manager (SCOM), and Weather and LocalForecast Viewer
Assisted with other IT groups such as the SAN, Database, Network, Backups, Servers, etc. groups when various applications to troubleshoot and investigate issues when it arises by the internal customers.
Artech Information Systems, LLC March 2015 – June 2015
IT Support Specialist
Birmingham, AL
Assisted, configured, and supported HP Desktops and Laptops under the IBM contract over at AT&T.
Imaging new PCs for the AT&T Call Center, Collections, and Training Rooms
Used Tanto, an AT&T SMS web tool that is used to download, install & configure various applications depending on the department’s needs.
Used Gdisk software when older PCs need their hard drive to wipe, clean, and remove.
Diagnosing and resolving problems in response to customer-reported incidents.
Researching, evaluating and providing feedback on problematic trends and patterns in customer support requirements.
Installing, configuring, troubleshooting, and maintaining customer hardware and software.
Developing and managing customer service performance requirements.
Developing customer support policies, procedures, and standards
PROJECT - Worked with the Sales Home Solutions group to replace all their old Desktop PCs and set up with new Desktop PCs. I had all their new PCs removed from their boxes to replace the old PCs. I had replaced around 60-70 PCs in 1 month. I copied the old PC domain names that will be taking place of the old PCs. Once the new PCs were satisfied by the customers, the old PCs were wiped with Gdisk.
Regions Financial Corporation December 2011 – September 2014
Middleware Administrator / IT Support
Birmingham, AL
Patching the latest versions of Apache Tomcat and Apache HTTP (httpd) server versions 2.0 through 7.0 on the Windows 2003/2008 servers.
Manage, support, and install WebSphere Application Server (6.1, 7.0, 8.0, and 8.5), Oracle Web Logic Application Server 10.3 and 11g, JBoss EAP 5 and 6 and Microsoft SharePoint 2013
Responds to after-hours pages, alerts and phone calls indicating enterprise performance outside established thresholds and works to rectify the situation until a complete or positive handoff has occurred with other technicians as appropriate.
Diagnosing and resolving problems in response to customer reported incidents.
Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements.
Installing, configuring, troubleshooting, and maintaining customer hardware and software.
Developing and managing customer service performance requirements.
Developing customer support policies, procedures, and standards.
Accessing various Citrix servers when necessary to fix the application on the Windows servers
EDUCATION
Bachelor of Science in Management Information Systems,
Auburn University,
Auburn, AL
Master of Engineering in Information and Engineering Management (IEM),
The University of Alabama at Birmingham (UAB),
Birmingham, AL
ADDITIONAL SKILLS
Customer Service Support, Desktop, and Laptop Support, Ghost Imaging for desktops and laptops, Windows Operating Systems (Versions 7,8,10, 11), Microsoft Azure, Microsoft Intune, Hardware Repair (Desktops and Laptops), Technical support for customers who work remotely and on-site, Active Directory (Unlocked Accounts, Creating. Deleting and Modifying Accounts and locations for computers, laptops, and printers, Windows Remote Desktop Support, Printer Support (Hardware and Server-side support and troubleshooting), ServiceNow Ticketing system, BMC Remedy Ticketing System, AT&T Ticketing System (Tanto), Microsoft Systems Center Configuration Management (SCCM), IBM WebSphere, Open Text RightFax, RSA Archer, IBM FileNet, Microsoft Custom Care Framework 2008, and Apache Tomcat
LinkedIn Profile
http://www.linkedin.com/in/chuangj
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