THANH PHONG NGUYEN
Self-employeed
Denver,CO
1
Certification
10
years of professional experience
Detail-oriented and motivated IT Support Specialist with foundational knowledge in computer systems and hardware/software troubleshooting. Proficient in technical support, resolving user issues, and maintaining IT infrastructure. Demonstrate excellent problem-solving skills, strong communication abilities, and a commitment to delivering high-quality customer service. Eager to contribute to a dynamic IT team and support organizational goals through efficient and effective IT solutions.
Work History
Car Share Host
2 Years 10 Months- Cleaned and maintained vehicles for guests before and after their trips.
- Managed guest relations for future reservations and addressed any questions or concerns and provided excellent customer service.
- Ensured a wide array of vehicles to cater to guests for their needs for their trip.
Floor Technician
1 Year 3 Months- Operated and maintained equipment such as grinders, sanders, and coating application tools safely and efficiently, ultimately acquiring a 95% customer satisfaction rate and an 80% repeat business rate.
- Skillfully prepared surfaces, such as concrete floors, for coating application, ensuring they were clean, smooth, and free of imperfections, resulting in a 20% increase in floor durability metrics.
- Conducted thorough inspections of completed work to ensure assignments met customer expectations and company standards for durability and aesthetic appeal.
- Communicated effectively with customers, addressing questions, explaining processes, and providing recommendations for maintenance and care of coated floors.
Office Supervisor / IT Support
6 Years- Delivered Tier I and remote technical support to over 40 personnel, resolving IT service requests within internal SLAs using a structured incident tracking process—closely aligned with service resolution standards for federal clients.
- Responded to IT issues related to Windows-based systems and desktop configurations, achieving a 90% first-call resolution rate and minimizing user downtime.
- Delivered comprehensive desktop support, resolving user issues across hardware, software, and network systems with a 90% first-call resolution rate—ideal for managing Microsoft M365 and helpdesk tickets.
- Managed and resolved Tier I support tickets in a high-volume, time-sensitive environment using structured escalation procedures, ensuring prompt resolution via phone, remote access, and in-person support.
- Supported user onboarding and offboarding processes, including configuring user accounts, applying security policies, and deploying devices.
- Maintained precise documentation of customer interactions, device assignments, and issue resolution steps—matching ticketing system and documentation expectations.
Education
Full Stack Software Development - Computer Science
Skills
Microsoft Office 365
Windows Desktop Platform
Hardware & Software Maintenance
System Monitoring/Servers
Backup and Recovery/Remote Access
IT Asset Management/Security
Active Directory Management
Python
Java
HTML
Javascript
SQL
MongoDB
MERN
CSS
Flask
AJAX
React
Django
Visual Code Studio
Postman
Springboot
Typescript
JSON
Bootstrap
GIT
PostgreSQL
Node.js
Time Management/Prioritization
Team Collaboration
Interpersonal Communication
Conflict Resolution Skills
Confidentiality/Compliance
Google Workspace
Certification
- CompTIA Security+ ce Certification, Pearson Vue, Date Received 2024-04
- Full Stack Software Developer Certified, Coding Dojo, Graduated 2023-03
- CompTIA Security+ (2024)
- Demonstrates cybersecurity awareness and IT best practices relevant to helpdesk support and Microsoft Entra environments.
- Hands-on experience with Active Directory Management, IT Asset Security, and System Monitoring—directly supports user/security administration and Microsoft environment management.
- Working knowledge of ticketing systems and Windows Desktop Platform, providing foundational skills for resolving support tickets and system issues in Microsoft environments.
Timeline
Car Share Host
Self-employeed
10.2023 - CurrentRead More
Floor Technician
Zone Garage Denver
05.2023 - 08.2024Read More
Office Supervisor / IT Support
United States Postal Service
07.2016 - 07.2022Read More
Coding Dojo
Full Stack Software Development from Computer Science
Read More