Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

JERRY THAO

Minneapolis,MN

Summary

Adaptable and efficient customer service professional with over 3 years of IT experience. Computer literate, with strong knowledge of OS, desktop, and laptop hardware systems, and firm-wide standard applications and utilities. To obtain a role that will allow the utilization of skills and abilities.

Overview

9
9
years of professional experience

Work History

Help Desk/Network Administrator

Streamworks
Blaine, MN
01.2023 - Current
  • Respond to and resolve open tickets within SLA requirements.
  • Respond to queries on the phone, via email, in person, or through remote access.
  • Follow up on closed issues to ensure remediation was successful.
  • Installation of new hardware and software.
  • Maintain compliance with the Data Retention Policy.
  • Monitor the organization’s computer network, security system (Sophos), and ensure production availability.
  • Maintain local area network, wide area network, and mitigate any known error.
  • Troubleshoot network-related issues for internal and external clients.
  • Active Directory, SFTP (Cerberus) client’s data, Printer’s File Server, Security badge access (Keri Door System)
  • Firewall IP address block, WatchGuard VPN, DUO Proxy.
  • Enable/Disable New hires and Termination process.

Help Desk Technician

Maximus
Eagan, MN
08.2022 - 01.2023
  • High level of customer service satisfaction via telephone response, techniques, and responding appropriately to end-user problems.
  • Assist in tracking help desk tickets and calls concerning application, network, and systems complications.
  • Assign access right permission for multiple proprietary applications and client software.
  • Support Software/Hardware on equipment such as printers, monitors, and copiers/scanners.

Packaging Tech Lead

Upsher Smith
Plymouth, MN
06.2016 - 04.2019
  • Responsible for machine set up, materials, troubleshooting, and adjusting to the machine.
  • Overview of packaging tech’s responsibilities and tasks per line.
  • Ensure team members are performing their job safely and effectively.

Education

Associates of Applied Science - Network Administration

Academy College
Bloomington, MN
06.2020

Skills

  • Network troubleshooting
  • Active directory management
  • Firewall configuration
  • Data compliance
  • VPN administration
  • Help desk support
  • M365 - Power Automation

References

Available upon request

Timeline

Help Desk/Network Administrator

Streamworks
01.2023 - Current

Help Desk Technician

Maximus
08.2022 - 01.2023

Packaging Tech Lead

Upsher Smith
06.2016 - 04.2019

Associates of Applied Science - Network Administration

Academy College