Peter Nguyen

Possess strong written and verbal communication abilities, enabling me to convey complex technical information in a clear, concise, and understandable manner to both technical and non-technical audiences. Whether through documentation, email, or in-person interactions, I ensure that my communication is effective and tailored to the audience's level of expertise. These skills help me build rapport with users, provide clear instructions, and facilitate smooth collaboration within teams.

• Provided comprehensive support to end users, guiding them through troubleshooting procedures to resolve technical issues efficiently and effectively.
• Installed, updated, and repaired software and hardware components, ensuring the timely resolution of technical problems to maintain system functionality.
• Configured and set up workstations for employees, integrating hardware, devices, and software to optimize workspace efficiency and productivity.
• Delivered Tier 1 and Tier 2 IT support to both non-technical and technical internal users, offering prompt desk-side assistance, and ensuring smooth operations.
• Offered on-call support for critical PBS software-related issues, ensuring rapid resolution, and minimizing downtime for the organization.
• Documented all support interactions, creating a detailed knowledge base for future reference, and continuous improvement of support processes.
• Leveraged the Cornerstone ticketing system on a daily basis to manage, track, and resolve support tickets in an efficient and organized manner.
• Installed and configured network-related hardware at dealership locations, ensuring seamless integration into the corporate network infrastructure.
• Globally managed IT operations across multiple satellite locations, maintaining secure, reliable, and operational corporate infrastructure.
• Conducted regular audits and reviews of security policies and procedures to ensure compliance with industry standards and regulations.
• Deployed software patches and updates promptly, ensuring the timely resolution of vulnerabilities, and maintaining system security and compliance.
• Provided expert technical support to company users for IT-related issues and account maintenance, ensuring smooth daily operations.
• Configured and optimized networking devices, such as routers, switches, and firewalls, following best practices to enhance network security and performance.
• Performed regular data backup operations in accordance with company policies, safeguarding business continuity, and data integrity.
• Installed, configured, and maintained secure VPN connections for remote users, ensuring reliable access to the corporate network from off-site locations.
• Demonstrated excellent written and verbal communication skills, effectively conveying technical information to both technical and non-technical stakeholders.

As an IT Support Specialist, I provided remote and on-site technical support, troubleshooting hardware and software issues, managing system setups, and ensuring client satisfaction through effective follow-up. I also maintained user accounts, conducted software updates, and developed troubleshooting processes to improve service efficiency, and resolve technical challenges.

• Provided remote technical support using screen sharing, remote control tools, and other troubleshooting methods to resolve client issues.
• Installed and configured hardware and software for both new and existing clients, ensuring smooth system setups.
• Visited client sites to assist with troubleshooting and resolving any technical challenges they encountered.
• Followed up with clients to confirm issue resolution, and ensure customer satisfaction.
• Remote into client systems to diagnose and resolve technical issues in real-time.
• Demonstrated proficiency in Active Directory for user management and system configuration.
• Consistently met client deadlines for new computer setups, ensuring timely delivery and deployment.
• Maintained and updated client systems to ensure software was current and functioning optimally.
• Assisted clients with printer updates and fixes, improving their office productivity.
• Guided clients in selecting appropriate hardware to complement and enhance their existing computer systems.
• Replaced LAN cables and other network components to improve system connectivity for clients.
• Implemented remote troubleshooting techniques to effectively address common hardware and software issues.
• Educated clients on simple troubleshooting methods, empowering them to resolve common issues independently.
• Responded promptly to incidents and service requests, conducting thorough analysis and documentation.
• Resolved network connectivity issues, ensuring uninterrupted service for clients.
• Developed and implemented new troubleshooting processes, increasing operational efficiency, and improving customer satisfaction while reducing costs.
• Provided end-user training as needed to ensure the effective use of systems and software.
• Created and managed user accounts, maintained system documentation, and tested and evaluated new technologies.
• Trained new support representatives on troubleshooting techniques, company protocols, and customer service standards.
• Managed user accounts, including password resets, account creation, and deletions, ensuring proper access control.
• Created new user accounts, reset passwords, and configured access to servers and file management software.
• Reviewed support cases to ensure technical accuracy and identified opportunities for process improvements.
• Performed routine maintenance and software updates on support tools and customer systems, ensuring continued functionality.
• Set up equipment for employee use, including the proper installation of cables, operating systems, and software.