Lam Ho
San Leandro,CA
Summary
Results-driven Desktop Support Specialist experienced in managing IT support for 300+ users. Proficient in troubleshooting various systems and maintaining compliance with SLA metrics. Coordinated effective onboarding processes while leveraging tools like Jira, Microsoft 365, and Okta to optimize IT operations and user satisfaction.
Overview
2
2
years of professional experience
Work History
Desktop Support Technician
Rigel Pharmaceuticals
South San Francisco, USA
06.2022 - 02.2024
- Supported 300+ onsite and remote users, resolving hardware, software, and access issues to ensure continuous productivity.
- Triaged and resolved support tickets using Jira, maintaining 90% SLA compliance and enhancing user satisfaction.
- Troubleshoot macOS, Windows, and mobile device issues across enterprise environments.
- Administer Microsoft 365, Okta, Kandji, Mimecast, and VMware Carbon Black, ensuring secure user access, email protection, and endpoint compliance.
- Managed employee onboarding and offboarding processes, including account provisioning and device setup, streamlining access deactivation.
- Collaborate with cross-functional teams to escalate and resolve complex technical issues.
- Managed inventory and lifecycle of IT assets, including laptops and peripherals.
- Supported conference room technology and AV systems for meetings and company events.
- Utilize ManageEngine to execute scripts for patch management and configuration remediation, ensuring endpoint compliance
Desktop Support Technician
Dynamic Integrated Solutions
San Jose, USA
06.2022 - 02.2024
- Managed IT Desktop Support tickets in Jira, ensuring timely resolution of user requests.
- Resolved user issues related to meeting equipment, web access, email, printing, telephony, and network connectivity.
- Install, modify, clean, and repair monitors, keyboards, mice, central processing units (CPUs), printers, and other peripherals.
- Installed, configured and maintained computer systems and network connections.
- Network and computer troubleshooting, configuration.
- Create, modify, and delete user accounts, as well as reset passwords as necessary.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Coordinated onboarding for new users, including account setup and training sessions.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Communicated with vendors to ensure timely equipment delivery.
Education
Associate of Science - Computer Information System
Laney College
Oakland, CA05-2020
Skills
- User support expertise
- Hardware troubleshooting
- Network troubleshooting
- New System Deployment
- Remote support
- Microsoft Windows
- Microsoft 365
- JIRA
- Mimecast
- Carbon Black
- Problem-Solving
- Teamwork and Collaboration
- Ability to Work Independently
- Interpersonal Skills
- Remote support
Personal Information
Title: Desktop Support Specialist
Technical Profile
Microsoft Windows, macOS, iOS, JIRA, Microsoft 365, Mimecast, Carbon Black, Basic Network Configuration and Troubleshooting, Basic Active Directory Support, Printer and Computer Troubleshooting, New System Deployment, Problem-Solving, Teamwork and Collaboration, Interpersonal Skills, English, Vietnamese
Timeline
Desktop Support Technician
Dynamic Integrated Solutions
06.2022 - 02.2024
Desktop Support Technician
Rigel Pharmaceuticals
06.2022 - 02.2024
Associate of Science - Computer Information System
Laney College