Hi, I’m
SOKHA KHUTH
Lancaster,SC
Summary
IT Professional with 18+ years of experience in Information Technology including but not limited to Service Desk, IT team management, Server patching and maintenance, VPN (setup and troubleshoot), I.M.A.C (hardware and software) and Desktop Support. Strongly self-motivated individual with proven ability to gain the confidence and trust of others. Ability to provide highest level of support throughout an organization while increasing efficiency and streamlining operations.
Overview
13
years of professional experience
1
Certification
Work History
Groundlabs Inc
Product Support Engineer
04.2024 - Current
Job overview
- Provide Level 1 + 2 product support, onboarding/installing configuration and training of new customers, and if required support with pre-sales should the situation arise
- Take ownership of technical cases, ensuring completion through to resolution, including reproducing customer scenarios in our comprehensive test environment
- Identify future enhancements and solutions to empower customers in utilizing our software more effectively, ranging from product improvement suggestions to comprehensive documentation
- Collaborate closely with our software engineering team on feature requests, testing, bug submissions, and contributing innovative ideas to enhance our products
- Contribute to the development and improvement of online knowledge repositories
- Undertake any other duties as assigned
- Knowledge of data Discovery, data compliance/governance, data security
- Knowledge of Jira,Service cloud, M365,Slack, API’s and data pattern creation.
Infosys Limited
Senior System Support Engineer
05.2022 - 12.2023
Job overview
- Installs, configures, and maintains computers for new employees as well as file servers, and other related equipment, devices, systems, and printers
- Assist Remote user via phone call into Support hotline
- Create a ticket within the Service Now ticket system
- Provide remote troubleshooting via Logme in rescue / Provide cloud backup via One Drive application
- Administrator on user application such O365 Admin, Okta Admin portal
- Performs and/or oversees software and application installation and upgrades
- Provide Daily support to end user with issue of Micosoft teams/Skype business
- Provide support to user with 8x8 Softphones
- Works on Azure Active Directory to fix account issues, lockouts, and perform password resets
- Troubleshoots network issues in remote locations/ Maintain Asset management /Product Life cycle
- Mentor new hire with training, setting ticket priority and time management
- Use Powershell scripting to troubleshoot Email issues.
Wipro
Windows Desktop Support Lead (Contract)
02.2022 - 05.2022
Job overview
- Perform day-to-day activities required to distribute application/software/ patch packages and deploy operating systems using BigFix / Tivoli to end user hardware
- Ensure all hardware is within compliance with the common operating environment, identifying and remediating discrepancies
- Provide Incident Management that adheres to company policy
- Complete overall patch/release management as well as ensure all packages are deployed efficiently and as transparently as possible
- Identify, manage, and monitor for vulnerabilities that may affect compliance requirements and change management procedures
- Provide information and data utilized for asset reporting
- Troubleshoot related issues for users and perform problem resolution regarding related service requests
- Provides subject matter expertise on issues and tasks related to the remote distribution of packages
- Provides subject matter expertise for all issues that may affect workstations (OS, Application, Network, GPO, etc.)
- Use Powershell /Linux command to apply patches to Endpoint
- Use Power shell Scripting to troubleshoot issues related to patching of Endpoints.
SCDPPPS
Desktop/Windows System Lead (Contract)
09.2019 - 02.2022
Job overview
- Manage under limited supervision in the Administration, planning, installation configuration and support of Computer hardware/software Parole Board members
- Lead Application Support such as NCIC, OMS, ONBASE, DATAMAX
- Lead Digital Court recorder Project installation and support
- Lead Video Conference Project to assist Parole hearing with Parole Board due to Covid-19
- Onboard/Guide new IT tech Personnel to policy and standards of organization
- Manage helpdesk ticketing system to meet SLA
- Follow up with end user to identify area of improvement
- Maintain Lifecycle management for 56 remote locations throughout the state of south Carolina
- Prepare and Build team for Future growth and strategic needs
- Manage process for communicating outage/emergency activities to IT management and to the organization
- Adhere to the principle of least privilege to reduce the risk of unauthorized access to critical systems or sensitive data by maintaining account permissions to accounts, processes and programs only required to do the job assigned
- Take ownership of technical issue and work with other IT personnel until final Resolution
- Work alongside CSO (Chief Security Officer) with User account Permissions and access rights in AD also Monitor Cyberthreats, Attacks, and Vulnerabilities
- Provide Software support for Skype Business to all users
- Migrate user from Skye business to Microsoft teams
- Assist ACIO (Assistant Chief Information Officer) to Negotiate with the contractors and vendors for products and services
- Manage Active directory information for users and conducts password reset and system configuration using SCCM
- Participates in Network troubleshooting for connection-based issues between endpoint device and distribution switches.
NCAOC
IT Support Lead (Contract)
12.2018 - 09.2019
Job overview
- Manage an End-of-Life refresh project
- Lead Windows 7 to Windows 10 Migration
- Manage customer support to Judicial Staff in accordance with Service Level Agreements set forth by the NCAOC's IT department
- Maintain positive working relationships with management across the organization, facilitating quality-of-service dialogue
- Work with project managers and business owners to develop and define support for new services
- Evaluate and mature phone/ticket escalation processes to ensure timely incident handling
- Provide support to local area networks by installing, maintaining, and troubleshooting LAN hardware and software that includes file servers, routers, switches, wireless and other telecommunications equipment
- Support Digital court recorder
- Help create/update new training documents.
Jones Lang LaSalle
Deskside Tech Support Lead (Contract)
09.2014 - 12.2018
Job overview
- Mange End User support and customer service at 4 remote offices and home user throughout Carolina
- Lead 2nd and 3rd level support on day-to-day computer issue with hardware/Software Windows 7 and windows 10
- Troubleshoot android and IOS mobile devices
- Provide 2nd level O365 end user support
- Create and update Produces, maintains and updates written procedures
- Provide end user application support for Skype for Business.
Time Warner Cable
Noc Operator (Contract)
06.2014 - 09.2014
Job overview
- Surveillance of applicable system monitors (NOC) Event Management Tools
- Performs initial Troubleshooting, problem analysis and isolation of IT systems Events
- Performs tracking and management of IT server system and application events to resolution
- Tracks and supports system change control schedules and activities.
Bridgewater Associate LLC
Service Desk Lead (Contract)
03.2014 - 05.2014
Job overview
- Managed a major hedge Fund with a Windows 7 migration
- Daily Travel to five locations throughout the lower Fairfield County area
- Providing level II, III desktop support in a secure Environment
- Remote control tool Cisco VPN, Citrix, SecureID,VNC server
- IPhone, BlackBerry, Pads and Citrix Zen Client support.
City of Bridgeport
Server Specialist/Service Desk Supervisor
10.2012 - 03.2014
Job overview
- Patch server 2003-2012, configure barracuda firewall/load balancer appliance
- Setup and configure EMC Blades/Dell NAS (Network Area Storage) / Work with networker backup
- Configure and maintain Symantec/blackberry Server
- Maintain/ user support on Munis Financial system (ERP)
- Manage the Helpdesk and the Support tech
- Conduct regular team meetings to review performance, training opportunities, service desk processes
- Stay current on emerging service desk trends and best practices to make informed recommendations
- Review ticket Queues to ensure all tickets are assigned, documented, and resolved within SLA
- Communicate and measure key performance indicators at both the individual and team level
- Manage Active Directory Accounts and keep and maintain documentation and maintenance schedules
- Create policy and procedure that adheres to City protocol
- Maintain and support Server and appliance that support City Function
- Maintain leased and owned asset inventory with procurement team.
City of Bridgeport
Support Tech II (Contract)
12.2011 - 10.2012
Job overview
- Support user at City Hall/Fire /Police department/Emergency Operation Center
- Respond on request to Perform add move and change when necessary
- Maintain hardware procurement and Asset Management
- Provide support for mobile devices (iPhone’s, Ipad’s & Blackberry’s)
- Operating system and utilities support, application desktop deployment
- Lead Organization with a printer consolidation project to save cost with service and support
- Deploying new desktops and laptops, application installation and User data migration
- Rebuilding existing machines from Windows XP to Windows 7.
ADP
Application Support Analyst (Contract)
04.2011 - 12.2011
Job overview
- Supported ADP Client with Payroll software installation and configuration
- Assisted users in running payroll reports and assisted users with portal issues and downloading of digital certificate to access trusted AP sites
- Performed user Oracle and SQL database upgrades on single and multiuser platforms.
Education
WGUSalt Lake City, UT
Bachelor of Science from Cybersecurity and Information Assurance
My Computer CareersCharlotte, NC
ITSA- Information Technology System Administrations
06.2019
ITT Technical InstituteClovis, CA
Associate of Science from Information Technology- Computer Network Systems
06.2010
Skills
- Windows 2003-2016 Server
- Windows XP/2007/2010
- Active Directory/Group Policy
- Wireless Networking
- Cisco Router/Switches
- Citrix/Mainframe
- AS 400/Munis
- RFID/Mcafee Encryption
- Blackberry/iPhone/Andriod
- Microsoft Exchange
- Microsoft Outlook/Lotus Notes
- Microsoft Office/Office 365
- Avaya/Cisco Phone & Voice Mail
- Switch/VOIP/Cisco IP Phone/Polycom Video Presence
- IT Management and Procurement
- ITIL Training
- Norton Ghost/Acronis
- Linux/Red hat
- HP & Dell Printers
- Xerox copier
- TrackIT/Remedy/Helpstar/
- ServiceNow
- SCCD/SCCM/Net
- Microsoft Azure/Intune
- Air watch/MAAS360 MDM
- Network Administration
- Software Installation
- Product Testing
- Software Development
- Training and mentoring
- Software Debugging
- Hardware support
- Product Lifecycle Management
- Technical solution development
- Timeline Management
- Documentation preparation
Certification
- Comp TIA A+ certified
- Server+
- Security+
- Net+
- MTA-Security
- Windows Server Administration Fundamentals
- Mobility and Device Fundamentals
- Network
- HDI- Desktop support technician
- ITIL Cert
- Linux Essential
- MyComputercareer – World Class IT Professional Certificate
Timeline
Product Support Engineer
Groundlabs Inc
04.2024 - Current
Senior System Support Engineer
Infosys Limited
05.2022 - 12.2023
Windows Desktop Support Lead (Contract)
Wipro
02.2022 - 05.2022
Desktop/Windows System Lead (Contract)
SCDPPPS
09.2019 - 02.2022
IT Support Lead (Contract)
NCAOC
12.2018 - 09.2019
Deskside Tech Support Lead (Contract)
Jones Lang LaSalle
09.2014 - 12.2018
Noc Operator (Contract)
Time Warner Cable
06.2014 - 09.2014
Service Desk Lead (Contract)
Bridgewater Associate LLC
03.2014 - 05.2014
Server Specialist/Service Desk Supervisor
City of Bridgeport
10.2012 - 03.2014
Support Tech II (Contract)
City of Bridgeport
12.2011 - 10.2012
Application Support Analyst (Contract)
ADP
04.2011 - 12.2011
WGU
Bachelor of Science from Cybersecurity and Information Assurance
My Computer Careers
ITSA- Information Technology System Administrations
ITT Technical Institute
Associate of Science from Information Technology- Computer Network Systems