Kong Thao
Saint Paul,MN
Summary
Results-driven IT professional with experience in technical support, service desk operations, and customer service. Proficient in troubleshooting, user account management, and remote support. Demonstrated ability to manage complex issues, ensure customer satisfaction, and enhance IT productivity. Currently pursuing a Computer Support and Administration degree to further deepen technical expertise.
Overview
5
5
years of professional experience
Work History
Service Desk Analyst
Old Republic Title
Minnetonka, MN
04.2024 - 05.2024
- Provided first-level technical support for hardware, software, and network issues via phone, email, and ticketing systems
- Utilized remote desktop tools for troubleshooting and resolving issues, minimizing business disruptions
- Documented all support interactions and resolutions in compliance with procedural standards
- Managed user accounts and permissions in Active Directory, ensuring security policy adherence
- Collaborated with IT teams to escalate and resolve complex technical issues
- Conducted training sessions on IT systems and best practices to boost productivity
Delivery Driver
Door dash
St. Paul, MN
10.2022 - 01.2024
- Delivered orders in accordance with customer service and hygiene policies
- Utilized the DoorDash app for managing availability, accepting deliveries, and locating customers
- Maintained a 100% delivery completion rate
Help Desk Technician
Maximus
Eagan, MN
04.2022 - 09.2022
- Responded to technical support requests via phone, email, and in-person
- Resolved technical problems, including application issues, network and security problems, and common PC software/hardware issues
- Managed user accounts, permissions, and access rights through Active Directory and Azure Authentication
- Configured and troubleshoot VPN connections, software installations, and thin clients
- Assisted with hands-on IT tasks, including reimaging terminals and updating drivers
Tech Support
Allina Health
Coon Rapids, MN
02.2021 - 06.2021
- Managed high-volume call support, averaging 60-80 calls per day for troubleshooting MyChart and related technical issues
- Provided password support, account management, and technical assistance via phone and remote tools
- Guided patients through the MyChart web page and app, helping with account activation/deactivation and form completion
- Ensured confidentiality and compliance with data privacy regulations
Health Care Service Center
3M
Oakdale, MN
10.2019 - 02.2020
- Processed and shipped 3M healthcare products efficiently, ensuring timely and accurate delivery
- Managed product information and disassembled scrapped products as needed
PC Support Analyst
3M
Maplewood, MN
03.2020
- Provided technical support for 3M employees, troubleshooting and configuring laptops and PCs
- Utilized tools and technologies including Windows OS, Active Directory, SCCM, and remote access solutions
Education
Computer Support and Administration -
Century College
01.2025
Skills
- Technical Troubleshooting and Support
- User Account Management (Active Directory)
- Remote Desktop and VPN Configuration
- Hardware and Software Installation
- Customer Service and Communication
- Training and Documentation
- Security and Compliance Adherence
- Basic Command Prompt and PowerShell
Timeline
Service Desk Analyst
Old Republic Title
04.2024 - 05.2024
Delivery Driver
Door dash
10.2022 - 01.2024
Help Desk Technician
Maximus
04.2022 - 09.2022
Tech Support
Allina Health
02.2021 - 06.2021
PC Support Analyst
3M
03.2020
Health Care Service Center
3M
10.2019 - 02.2020
Computer Support and Administration -
Century College
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