Bao Ly
Round Rock
Summary
Dynamic IT professional with proven expertise in network troubleshooting and exceptional remote support skills. Excelled at Samsung Austin Semiconductor by enhancing network efficiency and security. Known for outstanding problem-solving abilities and software knowledge, ensuring seamless operations across global teams. Demonstrates strong diagnostic capabilities and a commitment to continuous improvement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
IT Help Desk Specialist
Samsung Austin Semiconductor
10.2023 - Current
- Hardware Support: PC/Mac hardware troubleshooting, assembly, upgrades, and repairs, peripheral support (printers, monitors, etc.)
- Software Support: Installation, configuration, and troubleshooting of operating systems (Windows, macOS, Linux) and a wide range of software applications (Microsoft Office, antivirus programs, productivity tools)
- IT Security: Basic understanding of data protection, firewalls, malware removal, and encryption techniques.
- Network Support: Assisted with the configuration of VLANs, subnets, and IP addressing to ensure efficient network segmentation and traffic management across Samsung’s corporate network.
- Identify and diagnose hardware failures in network devices such as routers, switches, and access
points. - Verify physical connections, including cables, connectors, and ports, to ensure proper connectivity and
eliminate potential points of failure.
IT Support Analysis
American Family / Capgemini
07.2020 - 04.2022
- Assisted with software deployments and updates, ensuring the latest patches, security updates, and application versions were applied in a timely manner.
- Supported IT projects and initiatives related to infrastructure upgrades, software rollouts, and network optimization, in line with Capgemini’s client needs.
- Provided comprehensive IT support to internal employees and clients, ensuring seamless operations for over [X] users across global offices.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
Technician
Optical Filter Source
10.2012 - 03.2014
- Ordered accurate amounts of parts and supplies to maintain necessary inventory.
- Improved reliability of supply chain software, systems, database, and order processing
- Managed quality communication, customer support, and product representation for each client.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Completed complex repairs quickly by leveraging strong diagnostic skills and attention to detail.
Education
Associate of Science -
Austin Community College
Austin, TXSkills
- Network troubleshooting
- Remote support
- Software knowledge
- Help desk software
- Operating systems
Certification
- CompTIA Network+ - Computing Technology Industry Association.
- CompTIA A+ Certification
- Cisco Certified Network Associate (CCNA) (In Progress)
Timeline
IT Help Desk Specialist
Samsung Austin Semiconductor
10.2023 - Current
IT Support Analysis
American Family / Capgemini
07.2020 - 04.2022
Technician
Optical Filter Source
10.2012 - 03.2014
- CompTIA Network+ - Computing Technology Industry Association.
- CompTIA A+ Certification
- Cisco Certified Network Associate (CCNA) (In Progress)
Associate of Science -
Austin Community College
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