Thien Nguyen

• Managed high levels of call flow and responded to technical support needs.
• Used ticketing systems to manage and process support actions and requests.
• Researched and identified solutions to technical problems.
• Assisted in development of system security protocols.
• Diagnosed and troubleshot hardware, software and network issues.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Configured hardware, devices, and software to set up work stations for employees.
• Created user accounts and assigned permissions.
• Installed and configured operating systems and applications.
• Helped streamline repair processes and update procedures for support action consistency.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

• Provides technical and troubleshooting support to internal clients in need of assistance with their computer hardware or software.

• Installs and/or updates performance upgrades to required hardware and software and recommending computer products or equipment to improve company productivity.

• Maintains inventory of equipment and furniture in assigned branch.

• Researches and resolves more complex issues required detailed systems and applications knowledge.

• Ensures issues are resolved timely and accurately. Works directly with other IT team members to disperse new technology and other enterprise Projects.

• Confer with users to discuss issues such as computer data access needs, security violations, and programming changes.

• Train users and promote security awareness to ensure system security and to improve server and network efficiency.

• Document computer security and emergency measures policies, procedures, and tests.

• Ensure that policy requirements are fulfilled, including any necessary medical examinations and the completion of appropriate forms.

• Perform administrative tasks, such as maintaining records and handling policy renewals.

• Attend meetings, seminars and programs to learn about new products and services, learn new skills, and receive technical assistance in developing new accounts.

• Plan and oversee incorporation of insurance program into bookkeeping system of company.

• Install bookkeeping systems and resolve system problems.