Summary
Overview
Work History
Education
Skills
Projects
Websites
Certification
Timeline
Generic

Dylan Phan

Houston,TX

Summary

Driven IT specialist seeking a challenging full-time role where detail-oriented, efficient work and team collaboration drive organizational success. Experienced in troubleshooting computer hardware and software issues in customer-focused environments, using comprehensive knowledge of standard operating systems, networking and technical support procedures.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Desktop Support Specialist

Adams and Reese
09.2024 - Current
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Developed customized training materials for employees, increasing proficiency with various software applications.
  • Reduced downtime by proactively troubleshooting and resolving IT issues.
  • Enhanced system performance by implementing regular software updates and hardware maintenance.
  • Managed inventory of IT equipment to ensure necessary tools were available when needed.
  • Coordinated with vendors for timely delivery and installation of hardware components, reducing delays in equipment availability.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Utilize Microsoft Azure Cloud services and products to ensure firm wide device compliance
  • Configured and troubleshot firm document management system (iManage)

Lead Technical Support Analyst

Commonspirit Health
03.2024 - Current
  • Led a team of 12 technicians in an endpoint modernization project for CommonSpirit Health, upgrading 4,000 hospital computers to improve operational efficiency and security in Texas.
  • Utilized ServiceNow and Active Directory to optimize IT workflows, ensuring efficient incident resolution and secure user access management.
  • Resolved escalated cases using advanced troubleshooting techniques, resulting in high customer satisfaction and positive feedback.
  • Diagnosed and addressed hardware, software, and network issues with proficiency.
  • Installed, configured, and maintained computer systems, peripherals, and network devices for optimal functionality.
  • Tested and documented results for new software packages and hardware prior to deployment, minimizing technical issues and downtime.
  • Configured hardware, devices, and software for over 1,500 users, efficiently addressing technical issues to reduce downtime.
  • Delivered remote support using screen-sharing tools, resolving complex technical issues with minimal disruption to clients.
  • Collaborated with cross-functional teams and external vendors to develop solutions for recurring technical issues and manage system upgrades.
  • Mentored junior team members and trained new hires on company tools and best practices, fostering a culture of continuous learning.
  • Coordinated system training for employees, ensuring smooth integration and up-to-date knowledge.
  • Streamlined repair processes and updated procedures to ensure consistency and support alignment with broader business goals.
  • Advised project managers on managing technical work-streams and improved communication between site locations through telepresence and remote reviews.
  • Created detailed performance metrics reports, assisting management in informed decision-making and resource allocation.

Network Engineering Intern

Fingent
09.2023 - 12.2023
  • Supported data migration of infrastructure, production, and testing environments for a premier software solutions provider
  • Configured Cisco network devices and Dell servers according to business requirements and company IT procedures, contributing to optimization and efficiency of company's network infrastructure
  • Collaborated with cross-functional teams abroad, ensuring clear communication and adherence to timelines for efficient project execution.
  • Provided network support services for devices such as hubs, bridges, routers, and other hardware.
  • Enhanced security by implementing firewalls, VPNs, and access control systems.
  • Installed, supported, and maintained company's hardware and software infrastructure in accordance with industry best practices.
  • Collaborated with teams in disaster planning, network backup and recovery process monitoring.

Desktop Support Technician

University of Rochester AS&E IT
09.2019 - 05.2023
  • Delivered prompt and professional remote technical support for Microsoft services to students and staff through phone, email, and chat.
  • Utilized JIRA ticketing system to manage and track incoming tickets and requests for timely resolution of issues and accurate documentation of troubleshooting steps.
  • Administered and managed Active Directory access, multifactor authentication, and request management for students and staff.
  • Effectively managed IT asset inventory, resolved complex software and hardware issues for clients, enhanced user productivity, and conducted employee training on new applications and system features.
  • Created user-friendly onboarding technical documentation for 50 new users.


Education

Bachelor of Arts - Digital Media Studies

University of Rochester
12.2023

Skills

  • Python
  • Active Directory Management
  • JIRA
  • GitHub
  • Incident Management
  • Remote Support
  • Desktop support
  • System Analysis
  • Software Installation
  • Product Troubleshooting
  • Microsoft Outlook
  • Microsoft Windows and Office
  • Hardware and Software Configuration
  • Compliance Monitoring
  • Technical Documentation
  • Team Management
  • Project Management
  • Strategic Planning
  • Resource Coordination
  • Microsoft Azure
  • Microsoft Intune

Projects

Active Directory Environment (In Progress) 04/2024,

Cybersecurity Homelab (In Progress) 03/2024, 


Certification

  • CompTIA Security+ (Expected June 2025)
  • Microsoft Azure Fundamentals

Timeline

Desktop Support Specialist

Adams and Reese
09.2024 - Current

Lead Technical Support Analyst

Commonspirit Health
03.2024 - Current

Network Engineering Intern

Fingent
09.2023 - 12.2023

Desktop Support Technician

University of Rochester AS&E IT
09.2019 - 05.2023

Bachelor of Arts - Digital Media Studies

University of Rochester

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Dylan Phan