Tou Lor
Milwaukee,WI
Summary
Service-focused IT Technology Support Specialist bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.
Overview
3
3
years of professional experience
Work History
Solution Designer
Molson Coors
09.2024 - Current
- Oversaw regular audits of new servers created into our AWS and Azure Cloud environment
- Reviewed and approved all new server builds
- Running and updating weekly AWS and Azure cloud cost reports
- Analyzed existing systems, databases and recommended enhancements to solve business needs
IT Technology Solution Specialist
Molson Coors
06.2022 - 09.2024
- Participated in IT Rotational Program.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated customer needs and feedback to drive product and service improvements.
- Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
- Resolved escalated customer issues quickly and effectively through Service Now ticket system.
- Monitored functioning of equipment to ensure system operated in conformance with specifications.
- Conducted hardware and software updates.
- Maintained existing hardware and software with scheduled updates and patches.
- Managed Active Directory (AD) user accounts and group policies.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Provided assistance on various brewery projects: PC refresh, RDT replacement, and Augury Halo Node.
- Performed and maintained daily tasks in VMware, Microsoft Azure, Intune, and SCCM.
- Conducted thorough root cause analysis on recurring issues, implementing long-term solutions that reduced support requests.
- Provided professional services and support in a dynamic work environment.
- Configured hardware, devices, and software to set up work stations for employees.
- Helped streamline repair processes and update procedures for support action consistency.
- Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
- Diagnosed and troubleshot hardware, software and network issues.
Intern
I.c. Stars |* Milwaukee
12.2021 - 03.2022
- Developed and designed software for variety of applications.
- Contributed to team environment by sitting in on meetings and brainstorming new ideas for issue resolution.
- Used programming languages such as HTML5, CSS, JavaScript, SQL, and React JS.
- Collaborated with stakeholders to develop high-quality solutions that addressed business needs.
- Conducted and facilitated High Tea sessions with top IT professionals in the Milwaukee area.
Education
High School Diploma -
James Madison Academic Campus
Milwaukee, WI06.2012
Skills
- Active Listening
- Troubleshooting
- Support Ticket System Management
- Data Entry
- Incident Management
- Application Support
- Effective Communication
- Attention to Detail
Languages
English
Native or Bilingual
Hmong
Native or Bilingual
Timeline
Solution Designer
Molson Coors
09.2024 - Current
IT Technology Solution Specialist
Molson Coors
06.2022 - 09.2024
Intern
I.c. Stars |* Milwaukee
12.2021 - 03.2022
High School Diploma -
James Madison Academic Campus
Similar Profiles
Hayden HermelHayden Hermel
Category Manager/Analyst at Coors/Miller-Molson Coors BrewingCategory Manager/Analyst at Coors/Miller-Molson Coors Brewing
Josh LutterJosh Lutter
Malting Specialist at Molson Coors Beverage CompanyMalting Specialist at Molson Coors Beverage Company
LOREDANA ABDURAIMLOREDANA ABDURAIM
Senior Project Manager at Molson Coors GBSSenior Project Manager at Molson Coors GBS