Sean Nguyen

• Used Jira to manage and process support requests while providing exceptional customer service by promptly addressing problems reported by end users.
• Created user accounts and assigned application access.
• Managed hardware and software inventory, ensuring timely updates and replacements as needed.
• Patched software and installed new versions to eliminate security problems and protect data.
• Developed and maintained knowledgebase articles for future reference.
• Led migration projects to integrate applications into Okta SSO.
• Resolved diverse range of technical issues across multiple systems and applications for end-users across various time zones.
• Researched and identified solutions to technical problems.

• Provided on-site and remote technical support to end users.
• Installed and maintained Windows and desktop software, service packs, patches, and anti-virus updates for 300+ clients.
• Troubleshot various technical issues dealing with printers, network and phone systems.
• Trained and supported end-users with software, hardware, and network standards and use processes.
• Managed inventory of IT equipment, ensuring timely replacement or repair of faulty devices to minimize disruption to business operations.
• Monitored network performance closely, swiftly addressing connectivity issues to ensure minimal disruption to business operations.
• Wrote and updated detailed technical documentation for software applications.

• Managed and updated problem resolutions using Connectwise, keeping customers informed.
• Assisted clients remotely using Bomgar in a managed service environment.
• Oversaw Active Directory user accounts.
• Resolved hardware, software, peripheral, and network issues.
• Performed the imaging, deployment and configuration of new desktop and laptop computers.
• Regularly backed up data to protect against loss or corruption from system failures or breaches.