Jordan Tran
Houston,TX
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Talented Technical Support Representative with gift for understanding needs of both business and home users. Proven skill in resolving problems quickly to customer satisfaction. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
11
11
years of professional experience
Work History
3LS - 3rd Level Support
Hewlett-Packard Inc
08.2023 - Current
- Strengthened internal communication channels by creating detailed incident reports for management review.
- Conducted thorough issue analysis to identify root causes and implement lasting solutions.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Troubleshoots and Debugs hardware and software problems to root cause and develop solutions for customers.
- Implements and assists with designing portions of quality requirements, processes, and practices into development, design, manufacturing, and continuous improvement of portions of product or solution.
- Executes established test plans and protocols for assigned portions of code; identifies, logs, and debugs assigned issues.
- Improved client relationships by providing personalized solutions tailored to their specific needs.
- Enhanced software performance by identifying and resolving complex issues during debugging process.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Increased project efficiency by streamlining processes and implementing innovative solutions.
- Provided technical expertise throughout all phases of project, ensuring accurate execution of designs and specifications.
- Improved communication among stakeholders through regular updates and meetings.
- Designed and implemented quality control processes to facilitate customer satisfaction.
IT Support Specialist
Efficient Computer Systems
01.2018 - 07.2023
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1&2 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Continuously utilized and executed various communication tools, and software to complete daily work to enter, retrieve and manipulate data.
- Amplified satisfaction by researching, resolving, and responding to end user inquiries.
- Drove productive and efficient company operations by assisting with POS equipment, program issues, Mobiles devices (primarily iOS), Citrix applications, Internet applications, and general how-to questions.
- Supported office and warehouse personnel, home PC users, and stores with issues regarding PC hardware and Software, network servers, modems, printers, copy machines, and various equipment.
- Maximized availability of IT systems to clients by establishing relationships to assist with incident, problem and change management, corresponding analysis, and planning and control.
- Applied best practices, enhanced existing and new process, and analyzed and developed strategies to achieve continuous services and process improvements.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
Instrument Technician
Rosen Group
10.2013 - 12.2018
- Conducted preventive maintenance and troubleshooting of metering instruments.
- Performed repair procedures on damaged instruments and sourced replacements from approved vendors.
- Studied and interpreted equipment manuals, circuit diagrams, blueprints and schematics to determine corrective actions for repairs, calibrations and installations.
- Interpreted and utilized wiring diagrams and technical specific instructions to configure instrumentation and telemetry devices.
- Liaised with engineering staff on special projects to assist with configuration, installation and interoperation of system equipment.
- Modified, maintained, or repaired electronics equipment or systems to achieve proper functioning.
- Completed in-depth performance tests of parts and systems undergoing design optimization in simulated environments.
- Analyzed interruption reports and outage databases to identify outage trends and determine needed coordination changes.
- Devised and implemented updates and resolutions for handling risks, maintaining compliance and improving designs.
Help Desk Technician
GE Oil & Gas
10.2012 - 09.2013
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Configured hardware and granted system permissions to new employees.
- Provided on-call support for critical issues related to Technical and Software issues.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Monitored systems in operation and quickly troubleshot errors.
Education
Bachelor of Science - Computer And Information Sciences
University of Houston
Houston, TX08.2017
Skills
- Software and Hardware Implementation
- IT Security & Strategy
- IT Infrastructure & Design
- Technical Solution Delivery
- Vulnerability Testing
- Computer System Diagnostics Software
- Compatibility Testing
- System Performance Assessments
- Quality Assurance Testing
- Network Infrastructure Support
- Customer Service & Process Improvement
- Team Leadership & Collaboration
- Excellent Written & Verbal Communication
- Analytical and Methodical
Timeline
3LS - 3rd Level Support
Hewlett-Packard Inc
08.2023 - Current
IT Support Specialist
Efficient Computer Systems
01.2018 - 07.2023
Instrument Technician
Rosen Group
10.2013 - 12.2018
Help Desk Technician
GE Oil & Gas
10.2012 - 09.2013
Bachelor of Science - Computer And Information Sciences
University of Houston
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