Andrew Noung
Cumming,MI
Summary
IT Professional with 5+ years of customer service and technical support experience specifically in Desktop Support, Server Administration, and Cloud Virtualization. I strive to grow my skillset within IT, with a focus in Cybersecurity. I believe my time working in various IT Support roles prepares me for all incoming technical challenge that I come encounter.
Overview
6
6
years of professional experience
Work History
Technical Support Engineer - Virtualization
Citrix/Cloud Software Group
05.2023 - 01.2024
- Provided expert-level technical support and troubleshooting for Citrix environments, encompassing Citrix Virtual Apps and Desktops (CVAD), Citrix DaaS, and NetScaler for mid-sized to enterprise level organizations
- Diagnosed and resolved complex issues promptly through remote assistance, phone, and email support, ensuring seamless operations for clients.
- Collaborated with cross-functional teams to address intricate technical challenges and implement effective solutions, enhancing Citrix infrastructure performance.
- Conducted system analysis, maintenance, and upgrades to optimize Citrix environments.
- Documented support processes, troubleshooting steps, and resolutions for knowledge sharing and training purposes.
- Contributed to enhancing client experience through proactive identification and implementation of Citrix infrastructure improvements.
This experience honed my skills in problem-solving, communication, and customer service while solidifying my expertise in Citrix technologies and their seamless integration within diverse IT environments. - Skills: Hybrid Cloud · Virtualization · Cloud Applications · Software Deployment · Desktop Application Support · Desktop Administration · Network Troubleshooting · Desktop Virtualization
IT Systems Analyst
Bridge Technology Operations
McDonough, GA
03.2022 - 05.2023
- Responsible for high-touch communication with end users through ticketing, emails, and phone
- Diagnosis and troubleshooting issues for Windows and MacOS Operating Systems.
- Diagnosis and troubleshooting of networking issues, wired and wireless.
- System administration of clients' Active Directory environment
- Deployment and management of clients' servers, virtual machines, backup solutions, firewalls, and other managed devices
- Completed Field Service appointments on rotation to complete technical issues that cannot be resolved
remotely.
Hosted Services Tier 1 Technician
Fusion Connect
06.2021 - 02.2022
- Provided Tier 1 IT support for telecommunications such as VoIP, SIP trunking, and managed services (firewall configuration, SD-WAN)
- Maintained and updated customer service databases on various CRM platforms
- Coordinated with overlying carriers and Network Operations Center leads to escalate critical issues
- Managed customer expectations of support and technology functionality in order to provide positive user experience
- Processed over 100 support requests weekly for technical assistance on wide range of issues
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
IOS Technical Advisor
Apple
02.2018 - 04.2018
- Provided Tier 1 remote technical support for iOS devices and macOS
- Troubleshooting customer issues with software and hardware and escalating issues when necessary
- Worked with internal ticketing systems to track and document
- Used remote support tools to assist in resolving customer issues.
Education
BBA - Computer Information Systems, Cyber Security/InfoSecurity
Georgia State University
Atlanta, GA12.2020
Skills
- Cloud Platforms (MS Azure, Citrix DaaS)
- Hybrid/On-Prem Citrix Virtual Apps and Desktops(CVAD), Virtual Delivery Agents, MCS Provisioning
- Hypervisors (VMware, VirtualBox, Hyper-V, XenServer)
- Hardware and software installation (Server racks, host machines, PCs, Switches, Access Points, Firewalls)
- Technical Writing/Ticketing (Salesforce, ConnectWise)
- Desktop support
- Office 365 Administration
- Windows Server Administration
- Ability to work in hybrid/remote environments
- Familiarity with firewall functionality/support (Fortigate, Sonicwall, Meraki)
- Windows, MacOS, Android, and iOS Proficiency
- CLI based troubleshooting (CMD, Powershell)
Timeline
Technical Support Engineer - Virtualization
Citrix/Cloud Software Group
05.2023 - 01.2024
IT Systems Analyst
Bridge Technology Operations
03.2022 - 05.2023
Hosted Services Tier 1 Technician
Fusion Connect
06.2021 - 02.2022
IOS Technical Advisor
Apple
02.2018 - 04.2018
BBA - Computer Information Systems, Cyber Security/InfoSecurity
Georgia State University
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