Tou Dean Her
Saint Paul,MN
Summary
Detail-oriented IT Specialist with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. 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.
Overview
11
11
years of professional experience
Work History
IT Support Analyst
Total Logistics, Inc.
01.2022 - Current
- Monitored helpdesk and responded to incoming tickets to address support needs.
- Answered customer support inquiries via specialized ticket tracking platforms.
- Created user accounts and managed access control.
- Supported users with software, hardware and network issues.
- Deployed software and hardware updates and patches to increase speed and performance.
- Connected to computer of client using remote link to install new programs and applications.
- Used remote managing services to monitor, correct, and maintain computer vulnerabilities.
IT Field Engineer
Insight Global - Delta Airlines
05.2021 - 12.2021
- Personal skills - Independent work
- Personal computer and laptop cleaner such as dust build up, desktop cleanup, virus or malware cleanup
- Software and Firmware installation/uninstalling applications
- Disassemble computers to install new components, Windows 10 Deployment Project, deploy Desktops and Laptops with the Operating system update of Windows 10 from Windows 7
- Install Software with Self Service Manager programs and install new hardware components
- Break/Fix Computer software, Computer Hardware
- Replace End of life hardware
- Troubleshoot / Re-image system software
Technical Support Representative
Staffing Partners, Trimble Transportation
05.2019 - 05.2021
- Provide technical support for installers/mechanics via troubleshooting software or hardware issues
- Assist transportation fleet administrators on creating driver accounts, review driver’s electronic logs, DOT and FMCSA regulations and federal laws, and migration support
- Provided support with driver’s on log management, editing driver logs, and time keeping, as well as basic troubleshooting of their hardware and software devices
Pharmacy Audit Coordinator
Robert Half- Prime Therapeutics
10.2016 - 05.2019
- Prepare and schedule onsite audits while adhering to legal and contractual guidelines
- Coordinate with Auditors and the pharmacy to ensure all required audit files are received and/or sent
- Create Desktop Procedures (DTP) and training documents for auditors and coordinators
- Train coordinators and auditors for 2 years
- Direct pharmacy calls and emails to the auditors
- Attend team meetings discussing current issues, possible developments and necessary improvements
- Assist in reviewing appeals
Customer Solution Senior Associate
Comcast
10.2013 - 03.2015
- Address customer service inquiries in a timely and accurate manner
- Troubleshoot technical issues regarding cable, internet, phone and billing
- Directed phone calls to appropriate departments
- Assist in settling customer complaints and disputes
- Facilitate meetings between employees and senior directors
Apple Representative
APAC Customer Service, Best Buy
03.2013 - 07.2013
- Assist customers with navigating through supplier’s web pages
- Recommend and/or advise customers of devices suited for their needs
- Provide accurate and appropriate information in response to customer inquiries
- Troubleshoot issues regarding Apple iOS devices and similar product
Education
High School Diploma -
Gordon Parks High School
Saint Paul06.2008
Skills
- Technical IT support
- Hardware / Software troubleshooting
- Active Directory
- Audit Tracking Database (ATD)
- Data Analysis and Reporting
- Microsoft Office 365 / Exchange Admin
- Break / Fix - Computers and Laptops
- Rapid 7
- Hardware and Software Configuration
- File Management Software
Timeline
IT Support Analyst
Total Logistics, Inc.
01.2022 - Current
IT Field Engineer
Insight Global - Delta Airlines
05.2021 - 12.2021
Technical Support Representative
Staffing Partners, Trimble Transportation
05.2019 - 05.2021
Pharmacy Audit Coordinator
Robert Half- Prime Therapeutics
10.2016 - 05.2019
Customer Solution Senior Associate
Comcast
10.2013 - 03.2015
Apple Representative
APAC Customer Service, Best Buy
03.2013 - 07.2013
High School Diploma -
Gordon Parks High School
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