Tony Vuthy
Ovation Healthcare
Allentown,PA
1
Certification
7
years of professional experience
Service desk professional with strong background in technical support and excellent customer service. Proven track record of resolving complex issues and ensuring seamless IT operations. Highly collaborative and adaptable, with focus on achieving team goals and improving user satisfaction.
Work History
Service Desk Analyst (Contract)
6 Months- Managed ticketing system to track service requests, incidents, and overall workflow efficiency
- Managed ticketing system to track service requests and incidents, enhancing workflow visibility
- Documented troubleshooting procedures and created user guides, streamlining support processes for users
- Assisted users with password resets and account unlocks
- Guided users through self-service ticket creation and support tools
- Documented troubleshooting procedures and created user guides to improve support processes
- Processed access requests in compliance with security policies, ensuring secure user access
IT Product Support Technician (Contract)
1 Year 5 Months- Provide technical and operational support for the Order Up application used by store associates to process customer orders, installs, payments, fulfillment, refunds, and returns.
- Troubleshoot and resolve order workflow issues including fulfillment errors, delivery scheduling failures, and order status discrepancies.
- Perform order status adjustments (e.g., moving orders from refund owed to done) and ensure financial accuracy for balance due / refund calculations.
- Identify and correct staging and transaction errors, ensuring orders properly sync across systems.
- Assist stores with cancelling orders, processing returns, and resolving payment discrepancies.
- Created and escalated tickets to Level 2 and Level 3 support for system defects, missing transactions, profile corrections, or complex order fixes to facilitate timely resolutions.
- Coordinate with programmers to update or correct customer profiles (name changes, data corrections, account merge requests).
- Handle live support calls from store associates, identify issue type, and transfer to the appropriate specialized support team when required (e.g., Mobility, Appliances, Pro Support).
- Assisted with phone-based order creation for stores.
- Maintained accuracy and compliance in handling financial adjustments and customer-impacting transactions, ensuring integrity of financial data.
- Delivered clear, friendly, and solution-focused communication to store personnel, minimizing disruption to customer experience.
IT Technician
2 Years 7 Months- Executed routine closings, ensured accurate and accessible records, and monitored transaction updates for compliance.
- Followed internal controls and policies to ensure compliance.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Evaluated system hardware and software, recommending modifications to enhance speed and reduce lag time.
- Performed maintenance tasks on PCs, networks and mobile devices.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners
- Diagnosed and corrected connectivity faults to restore user access.
- Executed maintenance tasks on PCs, networks, and mobile devices to ensure functionality.
- Performed routine closings, maintained clean, accurate and accessible records and kept a close eye on transaction updates
Education
Bachelor of Science - Information Sciences & Technology, Business
Skills
Microsoft Suite
Business Leadership
Client Relationship Management
Apple macOS
Windows
Tier 1 Technical Support & Call Handling
Ticketing / Case Management
Troubleshooting & Problem Resolution
Customer Service & Active Listening
Documentation & Knowledge Base Updating
Windows / Mobile Device Support
Application Support (Order Processing / POS / Fulfillment Systems)
Cross-Team Collaboration & Escalation
Certification
PSM I-Professional Scrum Master
Timeline
Service Desk Analyst (Contract)
Ovation Healthcare
01.2026 - 07.2026Read More
IT Product Support Technician (Contract)
Home Depot | Insight Global
08.2024 - 01.2026Read More
IT Technician
Family Financial Center
12.2019 - 07.2022Read More
Penn State University
Bachelor of Science from Information Sciences & Technology, Business
Read More