Quyen Pham
Bellevue,WA
Summary
As an IT Support Technician, responsible for Helping research, develop, and implement a quality management system for an information technology support and service department for a construction organization.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Technician 2
Andersen Construction Company
01.2022 - Current
- Provided technical support to 500-1000 employees at construction sites and local/remote offices via help desk, phone, email, remote sessions using TeamViewer, and in-person visits.
- Utilized Fresh Service help desk system to log, track, research, and resolve issues within 2 hours.
- Configured new laptops and assisted with data migration using OneDrive, achieving a 90% reduction in migration time, and enrolled computers into Autopilot.
- Conducted regional office and jobsite visits to mobilize and demobilize internet services using Starlink and Unifi equipment; documented processes and provided system support via the Unifi Portal.
- Created and managed employee accounts across various systems using Intune, ABM, Azure, AD Manage, Office 365 Admin, Egnyte, and other software.
- Developed and documented knowledge base content in Confluence to enhance team resources.
Helpdesk Technician
DESC
08.2021 - 01.2022
- Answered incoming calls, and emails and logged all user’s questions and issues accurately into the Bugzilla ticketing system.
- Leveraged both thin clients/Citrix and Microsoft technology including Office 365 to support 1000+ staff throughout different offices.
- Administered the shared folder and reset the password using the Microsoft Active Directory service catalog and granted permission.
- Created and updated user accounts and responsibilities through Chasers.
Technician Assistant
Upgrade Station
07.2020 - 01.2021
- Completed computer refurbishment and prepped work such as assessing, diagnosing, and repairing computers.
- Implemented and maintained organized filing and documented systems.
- Created and designed vinyl skin on Vinyl Master software.
Education
Bachelor of Science - Information Technology
University of Washington
Tacoma, United States06.2020
Skills
- Network Maintenance
- User Training
- Network Troubleshooting
- Helpdesk services
- Remote Support
- IT Asset Management
- Hardware Installation
- Data Recovery
- Software configuration
- Microsoft Office 365
- IT Documentation
- Organizational Skills
Certification
- Python Bootcamp
- CPR
- Google Project Management: Professional Certificate
Languages
Vietnamese
Native or Bilingual
Timeline
IT Technician 2
Andersen Construction Company
01.2022 - Current
Helpdesk Technician
DESC
08.2021 - 01.2022
Technician Assistant
Upgrade Station
07.2020 - 01.2021
Bachelor of Science - Information Technology
University of Washington
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