Tong Thao
Saint Paul,MN
Summary
Experience professional in IT support with a track record of driving customer satisfaction and operational efficiency at Milk Specialties Global. Expert in Microsoft Office365 suite and adept in documentation management, I've spearheaded projects to enhance system installations and foster team collaboration. Achieved significant improvements in troubleshooting processes, demonstrating adaptability and a commitment to continuous improvement.
Overview
3
3
years of professional experience
Work History
Support Desk Specialist
Milk Specialties Global
08.2023 - Current
- Installed and configured VoIP systems, devices, and software for telecommunications.
- Leveraged Microsoft Defender in Azure to monitor inbound and outbound email traffic for potential malicious activity.
- Administered Active Directory to manage security groups, onboard new employees, configure DHCP reservations, and assign devices to the appropriate VLAN.
- Delivered comprehensive support for desktop setup and configuration, mobile device management, enterprise application installation and troubleshooting, as well as managing the onboarding and offboarding processes for new employees.
- Developed comprehensive documentation and knowledge base articles to provide clear, actionable guidance for employees, ensuring efficient troubleshooting, system usage, and overall support for organizational processes.
- Facilitated the configuration and setup of enterprise-grade printers for remote users, including the integration of SMTP settings for email-based functionalities. Provided in-depth troubleshooting support for end-user network issues, ensuring seamless connectivity and productivity across the organization.
- Provided expert support for Microsoft Office and Microsoft Exchange, resolving user queries, addressing technical issues, and optimizing workflows to ensure efficient platform use.
- Designed and implemented custom automation scripts to streamline the software installation process, reducing manual intervention and improving deployment efficiency. These scripts ensured consistent, error-free installations across various systems, significantly enhancing operational productivity.
- Installed new desktop systems and migrated data to new machines.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Diagnosed and troubleshot hardware, software and network issues.
Help Desk Support Level 2
ProAg
03.2023 - 08.2023
- Managed Microsoft Exchange to create and maintain email distribution lists, while troubleshooting and resolving user email issues.
- Delivered technical support for end users across desktop, laptop, and mobile devices, ensuring optimal performance and functionality.
- Resolved issues efficiently, enhanced operational processes, and consistently delivered exceptional service.
- Demonstrated a proven ability to develop and implement innovative solutions to complex challenges.
- Provided high-quality professional services and support in a fast-paced, dynamic work environment.
Help Desk Operations Lead
Saint Paul College
08.2021 - 03.2023
- Developed comprehensive documentation and standardized procedures for IT staff, employees, and students, providing clear and actionable guidelines to enhance system use and troubleshooting efficiency. Ensured that all stakeholders had access to up-to-date, detailed technical instructions for smooth operations.
- Supervised the help desk team, overseeing daily operations to ensure that all customer interactions were handled promptly and professionally. Implemented processes to improve response times, enhance user satisfaction, and ensure high-quality service delivery in a fast-paced environment.
- Served as the primary liaison for Multi-Factor Authentication (MFA) enrollment and deployment. Assisted IT staff, students, and employees with the configuration and setup of MFA, ensuring secure access to institutional systems and compliance with security protocols.
- Collaborated with various departments and assisted in the allocation of resources for the successful execution of campus-wide IT projects. Ensured that teams worked together efficiently and that project timelines were met by coordinating cross-functional efforts.
- Provided training and supervision for work-study students, ensuring they were equipped with the necessary skills to contribute effectively. Monitored their performance and offered guidance to enhance their technical abilities and ensure quality support for end users.
Education
Master of Science - Cybersecurity
Saint Mary's University of Minnesota
Minneapolis, MN01.2024
Bachelor of Science - Information Technology
Saint Mary's University of Minnesota
Minneapolis, MN01.2022
Associate of Applied Science - Computer Network Engineer
Saint Paul College
Saint Paul, MN05.2020
Skills
- Root Cause Analysis
- Customer Relations
- Documentation Management
- Adaptability
- Team Collaboration
- Technical communication
- Expert in Microsoft Office365 suite
- System installations
- Continuous Improvement
- Active Listening
Certification
- Microsoft Technology Associate: Networking Fundamentals
- Microsoft Technology Associate: Security Fundamentals
- Microsoft Technology Associate: Windows Operating System Fundamentals
Timeline
Support Desk Specialist
Milk Specialties Global
08.2023 - Current
Help Desk Support Level 2
ProAg
03.2023 - 08.2023
Help Desk Operations Lead
Saint Paul College
08.2021 - 03.2023
Master of Science - Cybersecurity
Saint Mary's University of Minnesota
Bachelor of Science - Information Technology
Saint Mary's University of Minnesota
Associate of Applied Science - Computer Network Engineer
Saint Paul College
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