Desktop Support Specialist

Jason Vo

*****.**@*****.*** 214-***-**** Grand Prairie, TX

SUMMARY

Seeking Desktop Support Specialist role with 9 years of experience in technical support and infrastructure management. Expertise in Desktop Support, end-user training, and preventive maintenance, with a proven track record of resolving complex hardware, software, and network issues. Strong background in enhancing system performance and ensuring compliance in fast-paced environments.

WORK EXPERIENCE

Teksystems Irving, TX

IAM Analyst Nov 2023 - Feb 2024

• Resolved complex system migration issues to ServiceNow and SailPoint by employing customized Oracle and SQL scripts.

• Facilitated cross-functional team collaboration to address and remedy escalated technical issues.

• Managed nightly data aggregation tasks and process restarts.

• Conducted user access reviews to maintain system integrity and compliance.

Santander Consumer USA Dallas, TX

Identity Access Management Specialist Oct 2019 - Nov 2023

• Managed identity access operations, ensuring accurate and prompt provisioning, modification, and removal of user permissions across multiple platforms.

• Collaborated with cross-functional teams to document and refine access request processes for enhanced efficiency.

• Administered user access for 50+ bank applications, supporting key departmental functions including Customer Service, Funding, and Legal.

• Conducted monthly audit reports to maintain system integrity and compliance.

Santander Consumer USA Dallas, TX

Specialist, Infrastructure Engineer Aug 2017 - Oct 2019

• Administered and optimized Avaya and Aspect telephony systems, ensuring efficient user management and reliable voicemail services.

• Resolved hardware and software issues, configuring SIP stations and 9620s phones while troubleshooting Avaya Communicator and 3CX applications.

• Performed routine maintenance checks and validations on telecommunication platforms, contributing to the adherence of financial industry standards and compiling monthly reports on performance metrics.

Granbury Solution Grapevine, TX

Technical Support Specialist Nov 2016 - Jun 2017

• Delivered comprehensive technical support for POS systems across Unix CentOS, Windows 7/10, and iOS, resolving hardware, software, and network issues for more than 2,000 clients.

• Managed client relations by ensuring diligent follow-up on outstanding issues, fostering timely resolutions and maintaining a consistent record of exceptional customer service.

National Cash Register Ft. Worth, TX

Software Support Specialist Nov 2014 - Jul 2016

• Resolved complex technical issues for Point of Sale systems, achieving over 90% first call resolution and ensuring optimal system performance for users.

• Provided comprehensive support and troubleshooting for network, hardware, and software problems in Windows 7/XP environments, ensuring timely issue resolution or escalation.

• Delivered technical guidance and training to new support specialists, contributing to team leadership and enhancing daily operations through detailed shift reporting to management.

EDUCATION

University of Oklahoma

B.B.A., Management Information System

Norman, OK

SKILLS

Access Recertification • Agile Methodology • ITIL 3 Foundation • Regulatory Compliance (SOX, PCI) • ServiceNow • SailPoint • Active Directory • RBAC • Identity Governance • Independent Work • Customer-facing

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