Christopher Nguyen
Rome,GA
Summary
IT Support Specialist with Tier II experience in managing user accounts, responding to endpoint security alerts, and performing system troubleshooting across diverse environments, including Windows, macOS, and Microsoft 365. Proficient in Active Directory administration, remote monitoring and management (RMM) tools, backup and recovery processes, and foundational Bash scripting. Solid understanding of networking and security principles reinforced by CompTIA A+, Network+, and Security+ certifications, with ongoing pursuit of CCNA certification. Eager to transition into a junior system or network administration role to further develop technical skills and contribute to organizational success.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Tier II Technician
Logic-IT
08.2025 - Current
- Provided first-line technical support to MSP clients, resolving hardware, software, and network issues by phone, email, and RMM tools (ConnectWise RMM, Syncro)
- Diagnosed and resolved issues related to Windows OS, MS Office 365, printers, and network connectivity within SLA timeframes.
- Managed user accounts and permissions in Active Directory and Microsoft 365, including password resets, group memberships, and business license assignments.
- Monitored and responded to Bitdefender GravityZone and CORO alerts, investigating endpoint threats, suspicious behavior, and policy violations.
- Documented troubleshooting steps and resolutions in ticketing system (ConnectWise Manage) to maintain and add to knowledge base.
Tax Software Support Specialist
Wolters Kluwer
07.2024 - 09.2024
- Provided Tier 1 support for CPAs and tax professionals using CCH tax software(CCH Axcess, Prosystems FX), resolving software errors, filing issues, and system compatibility problems efficiently.
- Maintained high support ticket closure rates and consistently positive customer feedback.
Education
Bachelor's -
Kennesaw State University
Kennesaw, GA12.2023
HS Diploma -
Rome High School
Rome, GA05.2019
Skills
- Microsoft 365 administration
- Operating system troubleshooting
- Data backup management
- Active Directory
- Proficient in Google Workspace
- Experience with CW RMM and Syncro
- Knowledge of endpoint detection and response tools
- Bash
- Attention to detail
- Customer service
- Works Well Under Pressure
- Multitasking and organization
Certification
- CompTIA Trifecta (A+, Network+, Security+)
- CCNA (in-progress)
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Tier II Technician
Logic-IT
08.2025 - Current
Tax Software Support Specialist
Wolters Kluwer
07.2024 - 09.2024
Bachelor's -
Kennesaw State University
HS Diploma -
Rome High School