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Virginia College
at Huntsville , Huntsville , Alabama
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JOY QUACH
309
Rustys Terrace · Madison · AL · 35001
· joyquach@yahoo.com · 256-684-9876
Desktop Support Technician
Focused, IT professional with proven
experience providing IT desktop support and system administration in fast paced
high stress environments. Highly competent in providing technical
troubleshooting and support with demonstrated ability to satisfy network /
computer system issues through detailed analysis and problem resolution. Excel
at setting up and maintaining PC workstations and system solutions to maximize
performance and productivity across operations. Outstanding communication
skills; interfaces effectively with senior management, staff, peers, and users.
Technical Skills:
· System
Training & Performance
|
· Disaster
Recovery
|
· Troubleshooting
& Support
|
· Project
Coordination
|
· Desktop Support Operations
|
· Solution
Design & Delivery
|
· Systems
Configuration & Administration
|
· Hardware
& Software Applications
|
· Technology
Management
|
Software: Microsoft System Center Configuration
Manager 2007 (SCCM), McAfee Endpoint Encryption Manager, Active Directory, Iron
Mountain Connected Backup, CISCO Unified Meetingplace, Microsoft Mappoint, MS
Outlook / Outlook Express, MS Office Suite 2010, Visio, Ghost, iTunes, Safari,
Firefox, Lotus Notes, Unicenter Service plus Service Desk(technician ticket
system), MalwareBytes, Mcafee Virus Scan.
Hardware: All PC Hardware, Wireless Scanners,
Cisco Switches, Wireless Access Points, PolyCom, Crestron, Various projectors,
Fiber Optic Cabling, Cat6.
Operating
Systems: Windows 2003
Server, Windows XP, Vista , Windows 7.
Professional Experience Highlights
|
CSC – (United Launch Alliance
2011-Present
Desktop Support Technician
·
Currently providing technical support to a large scale, fast paced
manufacturing plant, built to government specs and held to government
regulations to provide flight hardware to the department of defense.
Selected Highlights
·
Provide hands
on desktop support for a large manufacturing facility with 900+ PC’s while
maintain high rate of customer satisfaction.
·
Provide desk side
service to all employees. Responsible for delivering support
through telephone, desk-side visits and email.
·
Provide
hardware and software support for production machines and manufacturing
equipment.
·
Provide on
time support for video teleconferences for nationwide large scale meetings.
·
Manage large
ticket queue by planning PC installs, deliveries, moves and repairs.
·
Provide
planning, building, install and setup for large scale projects (training rooms,
refreshes, moves, etc.)
·
Provide desk
side support for onsite government customers.
·
Build and
support virtual factory kiosks which combine pc and large flat panel
televisions providing a more visual experience to the factory floor.
- Use PC-Duo remote control solution in support of software
upgrade, Microsoft office and other applications.
- Clean and remove viruses from user’s machines.
- Provide ULA’s VOIP migration for over 500 users.
Dell-Boeing
3/2011-10/2011
Desktop Support Technician
·
Technical
troubleshooting and issue resolution
·
Creating
positive customer relationships between IT and its internal customers
·
Interpersonal
communications and customer education
·
Windows
workstation, and laptop (DELL) back-up and setup, and maintenance
·
End
user and workstation hardware and software support
·
Remote
network access support
·
Desktop
application support
·
PC
peripheral support, including PDAs, printers, scanners, etc.
·
Microsoft
Office and Outlook client support
·
Wide
variety of client/server software support
·
Utilized online ticketing system to
handle requests.
·
Troubleshot, researched, diagnosed,
documented and resolved technical issues surrounding, and Windows XP, MS
Office, e-mail, Internet connections and hardware/peripherals.
·
Workstation configuration, provided
users and network support including hardware and, software installation.
·
Installed and configured network
printers.
Parker Hannifin Corporation, Shanghai ,
China
7-2005 to 7-2010(Part time job)
Help Desk Technician,
·
Troubleshoot,
research, diagnose, document and resolve technical issues surrounding Windows 2000 Professional, and Windows
XP, MS Office, e-mail, Internet
connections and hardware/peripherals.
·
Workstation
configuration, provided users and network support including hardware and,
software installation.
·
Installation
and configuration of printer.
·
Support,
troubleshoot and resolve software/hardware conflict and problems on, but not
limited to these platforms: Windows XP and Windows 2000 workstations
SAIC ( TEKsystems-Temp)
US Army Corps of Engineers
12-2003 to 7-2004
Help Desk Technician,
·
Answered
technical questions regarding software and hardware products and their
requirements.
·
Investigated
issues reported by customers and resolved in a timely and efficient manner
·
Installation
and configuration of printers.
·
Provided
end-user support, plus network wiring installation, workstation configuration, including
hardware and software installation, and configuration for Windows 2000 and
Windows XP.
·
Support,
troubleshoot and resolve software/hardware conflict and problems, but not
limited to these platforms: Windows XP and Windows 2000 workstations
·
Configuration
and installation of related software including but not limited to: Microsoft
Office 2003 & 2007, additional products in the Microsoft suite of software,
test applications required.
·
Responsible
for researching and Technical Call tracking software
EDUCATION
·
Associate of Science in
Networking (Computer Network Administration and Microsoft
Network Engineering)
Graduation December, 2002
Graduation December, 2002
Certifications
Microsoft Certified Professional
·
Installing, Configuring, and Administering Windows Server and
Workstations
A+ Certification
·
Hardware,
Service repair, Operating Systems Windows 2003 Server, Windows XP, Vista , Windows 7, Installation & Configuration
Network+ certification
·
Covers network technologies,
installation and configuration, media and topologies, management, and security.
Job roles include network administrator, network technician, network installer,
help desk technician and IT cable installer.
Certified Novell Administrator
·
Provide companies direct support for
software users in various work environments including professional offices and small businesses, work
groups or departments, and corporate information services (IS).
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