Learning new technology
Sonam Choden
Elmhurst,New York
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
14
14
years of professional experience
5
5
Languages
Work History
Raku New York
03.2022 - 04.2024
- Greeting guest
- Taking orders
- Setting up tables
- Serving
- Check out
- Cleaning the tables
ICT Technical Associate
National Land Commission
07.2010 - 12.2021
- Provided technical support for end-users and resolved escalated technical issues
- Created and maintained detailed technical documentation for network hardware and software, allowing for quick resolution of technical issues
- Resolved network issues that improved system performance by 100% and reduced downtime
- Implemented a secure remote access solution that enabled users to access the network from anywhere, enhancing collaboration between teams
- Developed a system backup and recovery solution that reduced the time to recover from a system failure from days to hours
- Applied software patches and updates that improved system stability and security
- Configured and deployed a secure, high-performance network infrastructure that meets the company's business requirements and equipment's like laptops, printers and PC for new staffs
- Collaborated with cross-functional teams to identify and resolve network-related and computer hardware issues
- Established a secure connection to an external vendor via VPN, allowing for secure data transmission
- Monitored network performance and identified potential issues, resulting in reduction in latency
- Configured and troubleshoot network devices such as routers, switches, and firewalls
- Investigated and resolved network-related incidents, including malware and data breaches
- Implemented a network access control system to ensure compliance with security policies
- Resolved numbers of customer service tickets within a hours, exceeding the company's service level agreement
- Created a knowledge base of technical documentation and resources that reduced the number of customer service inquiries
- Trained new employees on customer service policies and procedures, resulting in improved customer service
- Provided technical support for hardware, software and network issues, resulting in a 100% customer satisfaction rating
- Identified and resolved system configuration errors that decreased system downtime
- Supported the development and testing of new software applications, ensuring a smooth transition to production
- Collaborated with developers to resolve customer issues quickly and efficiently
- Specifying the requirements of IT equipment and Equipment Inventory Management server
- Managing users in Active directory
Education
No Degree - Diploma in Computer Management System
Royal Institute of Management
Thimphu Bhutan 05.2001 -
No Degree - Computer Networking
ACE Institute of Technology
New York, NY 05.2001 -
Skills
Software installation
Application installations
Network connectivity
Incident management
Hardware diagnostics
Security protocols
System administration
Ticketing systems
Network troubleshooting
Microsoft windows and office
Technical support
Report generation
Teamwork and collaboration
Network support
Problem-solving
Remote technical support
Accomplishments
- Increased number of resolved job tickets by 90% in a year.
- Trained and led technical support teams of more than 9 support specialists.
- Collaborated with system developer team and trained more than 500 people.
- Documented and resolved IT issues.
Interests
Learning new language
Travelling
Sports
Timeline
Raku New York
03.2022 - 04.2024
ICT Technical Associate
National Land Commission
07.2010 - 12.2021
No Degree - Diploma in Computer Management System
Royal Institute of Management
05.2001 -
No Degree - Computer Networking
ACE Institute of Technology
05.2001 -