Jeng Xiong
Saint Paul,MN
Summary
Skilled IT Support Specialist with background in troubleshooting, technical support, and customer service. Experienced in providing technical support to both on-site and remote teams across various operating systems. Strengths include strong analytical skills, ability to multitask and adapt quickly to new technologies. Previous roles involved enhancing system performance, improving end-user experience, and contributing to team-oriented problem resolution efforts.
Overview
6
6
years of professional experience
Work History
IT Support Specialist
NATCOMM
Anoka, MN
06.2022 - Current
- Provided technical support to clients via phone, email, and remote access.
- Configured workstations, networks, servers and printers for end users.
- Performed regular maintenance checks on computer hardware components.
- Assisted colleagues with complex IT problems or inquiries.
- Developed procedures for installation, configuration and testing of IT products.
- Maintained an inventory of all IT equipment in the organization.
- Responded promptly to service requests from staff members.
- Tested hardware components prior to deployment in production environment.
- Deployed new versions of operating systems across multiple platforms.
- Identified problems in printers, scanners and networking hardware, applying required fixes, or escalating issues.
- Tackled troubleshooting and problem resolution to support end-user technical issues.
- Removed and replaced old hardware during routine upgrades and system repairs.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Served as first point of contact for incoming technical service calls and emails.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
IT Field Support Technician
3m
Maplewood, MN
03.2019 - 07.2020
- Installed and configured computer hardware, operating systems and applications.
- Provided technical support to users with diverse range of IT issues.
- Troubleshot network connectivity problems for local and remote users.
- Resolved software related issues on both desktop and laptop computers.
- Diagnosed hardware related faults and replaced defective components.
- Performed regular maintenance checks on all IT equipment in the office.
- Configured IP addresses for new workstations and troubleshooted network problems.
- Created user accounts and managed user profiles in Active Directory environment.
- Set up printers, scanners, modems, routers, switches and other peripherals devices.
- Deployed new PCs across multiple sites according to set standards.
- Managed inventory control of all IT assets in the organization.
- Developed procedures to ensure smooth operation of IT systems.
- Answered emergency calls for equipment repair with prompt arrival to sites on nights, weekends and holidays.
- Removed malfunctioning components and replaced with new or refurbished parts.
- Offered repair or service options to help customers make decisions.
- Kept supplies and tools organized, clean and at optimal levels to achieve service demands.
- Inspected damaged, worn and faulty parts and performed appropriate adjustments and replacements.
- Installed and configured hardware, software, systems, networks, printers, and scanners.
- Troubleshot system issues related to network connectivity, software installation and configuration, printing.
- Created documentation for common IT tasks such as troubleshooting steps for various types of problems.
- Deployed operating systems.
- Conducted remote desktop support sessions to assist users with computer related problems.
- Utilized remote desktop support tools to access customer computers remotely for diagnosis and repair.
- Provided remote desktop support using tools like TeamViewer and Remote Desktop, increasing issue resolution speed.
- Provided remote desktop support to users when needed.
Education
Associate of Applied Science - Information Technology
Century College
White Bear Lake, MN12-2018
Skills
- Desktop support
- System Configuration
- Hardware upgrades
- Technical equipment inspection
- Backup and recovery
- Desktop workstation repair
- Hardware Installation
- Remote Diagnostics
- Troubleshooting and diagnostics
Languages
English
Professional
Hmong
Professional
Thai
Professional
Timeline
IT Support Specialist
NATCOMM
06.2022 - Current
IT Field Support Technician
3m
03.2019 - 07.2020
Associate of Applied Science - Information Technology
Century College