LINH LE
San Diego,CA
Summary
Analytical, logical, and resourceful IT Help Desk Technician bringing 2 years of experience in telecommunications with expertise in developing trustworthy relationships with clients and delivering exceptional customer support services. Accustomed to multitasking; flexible and adaptable. Willing to further develop skills and grow professionally by taking on new responsibilities, troubleshooting, and resolving issues. Additionally, I have recently graduated with a Bachelor of Science in Information Technology and a passion for the latest technologies and innovation. My coursework and internships have equipped me with a solid foundation in information technology, programming languages, and digital products. I am eager to apply my enthusiasm, adaptability, and fresh perspective to a dynamic information technology team, driving measurable results and continuous growth.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
Unemployment Development Department (EDD)
03.2023 - 05.2025
- Answer questions and resolve technical problems for employees by phone, in person, or electronically.
- System Troubleshooting: Diagnose and resolve advanced technical issues related to Windows operating systems, performing command-line troubleshooting as necessary.
- Backup Management: Support data backup and recovery operations using Veeam for TrueNAS onsite, including isolated server backups and iBMi tape management.
- Administer at least two components of the Microsoft 365 ecosystem (Exchange Online, Teams, SharePoint, OneDrive).
- Configuration and Imaging: Assist with system configuration, image management deployment, and inventory control.
- Data Security: Collaborate on data loss prevention efforts, utilizing iBMi's record-level security and Sophos, ensuring compliance with data protection policies, and managing Azure conditional access.
- IT Asset and Inventory Management: Track and manage IT assets using custom applications on iBMi and spreadsheets, ensuring accurate record-keeping across all state-wide sites.
- ITSM and Help Desk Support: Handle global support requests. Document incidents and manage service tickets to ensure timely resolutions.
- Remote Access and Virtualization: Utilize Hyper-V for virtualization and manage remote access tools to provide state-wide support.
- User Training and Documentation: Conduct training on IT tools and provide documentation to improve global user proficiency. Develop and maintain user guides for common issues and system access procedures.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Improved employees satisfaction by efficiently resolving technical issues and providing timely support.
Claim Processing Specialist
Unemployment Development Department (EDD)
01.2020 - 03.2023
- Conducting fact-finding phone calls and interviews, responding to inquiries, and performing claim processing activities in accordance with laws, regulations, rules, and policies.
- Sending employers standard forms to obtain additional information or clear up discrepancies.
- Providing claim support by reviewing, researching, investigating, processing, and adjusting claims.
- Analyzing and identifying trends and providing reports as necessary.
- Determines type and appropriate state and federal unemployment insurance program based on previous employers, and employment and claim dates.
- Verifying the accuracy of wage and employer information with the claimant; taking additional information if the claimant indicates wages and/or employers are omitted or incorrect, may request evidence of earnings such as W-2s or wage stubs.
- Informs claimant of a maximum weekly benefit amount, basis for computation of benefits, and claim length. Maximum allowable earnings, rights, and responsibilities while collecting benefits, explain mail-in procedures for receiving benefit checks, and issue pay orders and information material.
- Entering data on a computer terminal verifies claim and benefit payment information.
- Completing and processing forms to stop payment on lost checks, correct computerized claimant information, and recover the overpayment of benefits due to revised benefit amount, unreported wages, or duplicate checks issued.
- Answering questions from claimants, employers, and Social Service agencies regarding benefit filing procedures, claim status, lost or late checks, and appeal rights.
Assistant Bakery Manager
Sprouts Farmer Supermarket
10.2018 - 01.2020
- Works in conjunction with upper management to train and develop partners and schedule, plan, assign, and direct work.
- Assisting in determining production and inventory levels for the bakery.
- Indirectly responsible for maintaining and improving sales performance, financial results, public relations, product quality, and work standards.
- Enforces quality control and food safety standards and ensures dated products are stocked and rotated properly. Makes fine judgments about aroma, flavor, taste, texture, and color to inspect baked goods for quality.
- Promotes product sales using suggestive selling initiatives and appealing product displays.
Head Cashier
99 Ranch Supermarket
06.2015 - 10.2018
- Train and oversee cashiers.
- Serve as the primary point of contact for customer service associates.
- Communicate with customers and address any problems they may have.
- Generate reliable and accurate reports from every register.
- Resolve cash tills when closing, ensuring the money matches the report and is stored safely.
Education
Bachelor of Science - Information Technology
Western Governors University
Utah12-2024
Master of Science - Cybersecurity and Information Assurance
Western Governors University
Utah01.2027
Skills
- Technical troubleshooting
- Remote IT implementation
- Remote support
- Incident management
- Application installations
- Hardware upgrades
- Account management
- System diagnostics
- Customer support
- Hardware configuration
- Telecommunications
- Remote diagnostics
- Asset management
- Software debugging
- Application support
- Issue research
- Diagnostic protocol implementation
- ITIL processes
- Customer experience management
- System provisioning
- Schematic reading
- Security protocols
- Local area network (LAN) engineering
- Data recovery
- LAN/WAN
- Data entry
- Decision-making
- Verbal and written communication
- Debugging
- Mobile device management
- Scripting languages
- Performance optimization
Certification
- COMPTIA SECURITY+
- COMPTIA NETWORK+
- COMPTIA A+
- AXELOS ITIL 4 FOUNDATION
- AWS CERTIFIED CLOUD PRACTIONER
- LPI LINUX ESSENTIALS
- COMPTIA PROJECT+
- COMPTIA IT OPERATIONS SPECIALIST
- COMPTIA SECURE INFRASTRUCTURE SPECIALIST
Addition
- WILLING TO BE SPONSORED FOR SECRET CLEARANCE
Timeline
Technical Support Specialist
Unemployment Development Department (EDD)
03.2023 - 05.2025
Claim Processing Specialist
Unemployment Development Department (EDD)
01.2020 - 03.2023
Assistant Bakery Manager
Sprouts Farmer Supermarket
10.2018 - 01.2020
Head Cashier
99 Ranch Supermarket
06.2015 - 10.2018
Bachelor of Science - Information Technology
Western Governors University
Master of Science - Cybersecurity and Information Assurance
Western Governors University
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