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Detail-oriented and results-driven IT professional with 6+ years of experience in desktop support, system administration, service desk technician and customer service. Proven track record of providing frontline technical support, troubleshooting complex issues, and ensuring stable operation of network and infrastructure systems. Proficient in a hybrid work environment, delivering 24/7 monitoring and support for mission-critical systems. Highly skilled in using monitoring tools, diagnosing issues, and providing end-user support with a focus on continuous system availability. Familiar with ServiceNow and experienced in the installation, configuration, and support of hardware/software systems. Advanced
 6+ years
Extensive experience using various Help Desk systems such as ServiceNow, Jira, ManageEnginePlus, Twilio, Freshdesk,HEAT etc.
Technical Support & Troubleshooting
Advanced
6+ years
Proficient in resolving technical issues on Windows, macOS, and network environments.
Ticketing Systems Management
Advanced
6+ years
Experienced in managing and resolving tickets efficiently.
Remote Desktop Support
Advanced
7+ years
Skilled in providing remote support and troubleshooting for both hardware and software.
System Administration
Advanced
6+ years
Expertise in managing Windows Server, Active Directory, Linux administration.
Networking (TCP/IP, DNS, VPN)
Advanced
6+ years
Deep knowledge of networking protocols, configuration, and troubleshooting VPN and DNS issues.
Application Support
Advanced
6+ years
Experience supporting multiple applications including MS Office, O365, Citrix, and VPN systems.
Security (Antivirus, Firewalls, IDS)
Intermediate
6+ years
Hands-on experience with IT security tools like firewalls, IDS, and antivirus solutions.
Documentation & Knowledge Base Management
Advanced
6+ years
Proficient in documenting processes, creating user guides, and maintaining knowledge bases.
End-User Training & Support
Advanced
6+ years
Delivered technical training and support for users, ensuring smooth IT operations.
VPN Configuration & Remote Access
Advanced
6+ years
Configured and managed VPN access for remote users, improving connectivity and security.
Hardware Setup & Maintenance
Advanced
6+ years
Experience in system imaging, hardware installation, and managing hardware upgrades.
Customer Service & Communication
Advanced
4+ years
Strong client-facing communication skills, ensuring high levels of user satisfaction.
ITIL Framework & Service Delivery
Intermediate
3+ years
Familiar with ITIL processes, ensuring compliance in IT service management.
MDM (Mobile Device Management)
Advanced
6+ years
Worked on MDM device migrations and supported mobile device setups and security.
Microsoft Office 365 Administration
Advanced
5+ years
Expert in managing Office 365 environments, user accounts, and troubleshooting.
Project Management (IT Projects)
Intermediate
2+ years
Led several IT projects including system rollouts, migrations, and upgrades.

Results-driven IT Support Specialist with hands-on experience supporting enterprise and legacy POS environments in hospitality and retail industries. Skilled in diagnosing complex hardware, software, and network issues while maintaining PCI compliance and strong security practices. Experienced in payment terminal deployment, networking troubleshooting, remote technical support, and system recovery procedures. Adept at resolving high-priority incidents and collaborating with engineering teams to restore critical systems quickly.
Offering a solid foundation in technical troubleshooting and customer service, ready to learn and grow in atechnical support environment. Brings aptitude for developing solutions to hardware and software issues that employers seek. Ready to use and develop problem-solving and communication skills in a Tech role.

 Dedicated Associate with extensive experience collaborating with clients, promptly identifying needs and recommending products and services to accomplish clients' goals. Strong communicator focused on delivering outstanding customer care. 

Talented computer user support team member with excellent record diagnosing and resolving issues. Knowledgeable in hardware, software, and peripheral devices. Satisfy users with fast, expert service.

Betty Nguyen

Overview

Work History

Support Associate

Sales Associate

Barista

Education

Bachelor of Science - Communications, Public Advising

Skills

Languages

Timeline

Support Associate

Sales Associate

Barista

Bachelor of Science - Communications, Public Advising

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