Alexander Soukthavone
Newport News,VA
Summary
With over 4 years of experience in IT, I am recognized for my professional, yet laid-back demeanor and meticulous approach to resolving technical issues. I excel in ensuring seamless operations and providing timely solutions that enhance efficiency. My strengths include thorough troubleshooting skills and a commitment to delivering reliable IT support. Recently obtained CompTIA Security+ looking to expand my opportunities.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Support Representative
Ferguson Enterprises
05.2024 - Current
- Experience working remotely
- Experience with Azure Active Directory (AAD), Azure Multi-Factor Authentication (MFA), Azure Security Centre, Azure Key Vault, etc
- Perform a variety of help desk services including tier 0 administrative work up to tier 2 customer contact support
- Provide effective customer support services including technical advice, trouble analysis, problem resolution, general information, systems support, course-ware access, customer records maintenance, data entry, problem detection, and DL course-ware enrolments
- Installing and troubleshooting payment processors
- Maintains records, logs and reports of assistance
- Follow standard operating procedures, security processes and protocols
- Experience supporting many applications including MS Office products, O365, VPN apps and many other business and engineering applications
- Experience doing technical support over the telephone and/or in chat
- Experience with troubleshooting Windows clients
- Ensures software configurations are consistent with standards
- Coordinates as directed with outside service providers, 3rd party support, or other vendors for the repair or replacement of equipment
- Follows all asset management requirements and policies
- Assists with setup, installation, and general maintenance of PC hardware, software, printers, desktops, phones, and peripherals
- Supports work order or project-related tasks, including support of local area network and branch operation activities (branch or location openings, etc.)
- Receives and responds to incoming calls, pages, and/or e-mails regarding support issues using company provided mobile devices and/or other computer equipment
IT Support Technician
Geek Squad
09.2021 - 03.2023
- Implement, troubleshoot, diagnose, validate, and resolve hardware, software, firmware, and network problems for Windows PCs and Apple computers and thoroughly document remediation steps
- Proficiently diagnosed and resolved hardware and software issues on customers computers, ensuring optimal functionality and performance
- Provided excellent customer service, effectively communicating technical concepts in a clear and understandable manner
- Assessed and resolved common computer issues, such as software installation errors, network connectivity problems, and peripheral device troubleshooting
- Assisted customers in optimizing computer performance through basic software cleanup, defragmentation, and disk cleanup procedures
CNC Machinist
Micro-mode inc.
03.2018 - 07.2020
- Operated CNC machines to produce high precision parts according to blueprints and specs
- Performed quality checks on machined parts using precision measuring instruments
- Set up and programmed CNC machines to optimize production efficiency
- Collaborated with engineers and designers to troubleshoot and improve machining processes
- Maintained machine tools and equipment to ensure optimal performance
- Managed inventory of raw materials and tooling supplies for the machining department
- Developed and implemented tooling strategies to reduce production time and costs
- Trained new employees on CNC machining techniques and safety protocols
Education
CNC Technology -
San Diego City College
San Diego, CA01.2020
Skills
- Microsoft 365
- Microsoft Azure
- PowerShell
- Virtualization
- Proficient in Windows OS
- Group Policy Management
- Service support
- Application support
- Troubleshooting
- Software diagnosis
- Customer service
- Microsoft Intune
Certification
CompTIA Security+ Certification
Timeline
IT Support Representative
Ferguson Enterprises
05.2024 - Current
IT Support Technician
Geek Squad
09.2021 - 03.2023
CNC Machinist
Micro-mode inc.
03.2018 - 07.2020
CompTIA Security+ Certification
CNC Technology -
San Diego City College
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