Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Bao Ly

Round Rock

Summary

Experienced IT professional with a proven track record in analyzing, diagnosing, and resolving computer user support issues. Skilled in providing comprehensive technical support to users and adept at efficiently resolving complex technical issues. Possesses in-depth knowledge of standard operating systems and networking protocols, ensuring seamless operations within the IT environment.

Overview

13
13
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

High School Diploma -

Pflugerville High
Pflugerville, TX

Skills

  • Technical support for Windows, macOS, and mobile devices
  • Hardware and software troubleshooting
  • Active Directory: password resets, account management
  • Microsoft 365 support (Outlook, Teams, OneDrive)
  • Familiar with networking fundamentals (IP addressing, DNS, VPN, DHCP)
  • Experience with ticketing systems (eg, ServiceNow, Jira)
  • Remote support tools (TeamViewer, RDP, AnyDesk)
  • Printer and peripheral installation/support

Certification


  • 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

High School Diploma -

Pflugerville High

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