Vincent Vo
Raleigh,United States
Summary
A quality-driven individual with over 3 years of desktop support experience. With expertise in how to diagnose & repair computer hardware/software. Who also has experience in desktop support learning how to use ServiceNow, Microsoft O365, and more. Studying in college to achieve an AE degree along with IT certification.
Overview
3
3
years of professional experience
Work History
Fusion Technician
Sumitomo Electric Lightwave
04.2022 - Current
- Promote quality of fusion products
- Receive and log all incoming repairs from shipping
- Diagnose and repair issues with fusion splicers and related accessories
- Provide outstanding customer service when resolving issues with end-users
- Work with fusion repair team of technicians to fulfill repair requests
- Insuring that all inquiries are resolved with Sumitomo Electric's high standards
- Daily use of O365
Lead Technician
Fanatech Computers
03.2020 - 05.2022
- Guide technician team to insure all service requests are satisfactory.
- Train new technicians along with assisting current technicians with tickets.
- Insures safe & professional working environment for all technicians.
- Daily use of O365 and Windows 10.
- Completed job reports and logs immediately following service calls..
- Executed diagnostics, troubleshooting and evaluations on computer hardware/software.
- Build computers and install software ensuring full functionality.
- Evaluated customer hardware and/or software for recommendations on upgrades.
- Maintained quality assurance and customer satisfaction objectives.
- Organized work to meet demanding production goals.
Intern
UNC Health
06.2019 - 12.2019
- Documents all requests, problems, and resolutions
- Ensures customer is updated on status of incident, for communicating solutions, and is satisfied with solution before closing ticket
- Follows appropriate procedures to initiate escalation when known resolution cannot be identified
- Routes unresolved issues and requests for assistance to appropriate staff and ensures appropriate and timely resolution is reached
- Maintains inventory of equipment and supplies, ordering as needed
- Provides first level support to all callers of Help Desk
- Promptly responds to general customer requests for assistance in installation, maintenance, and training of all products and services provided by ISD
- Provides initial technical support and analysis in effort to resolve problems/concerns and issues
- Follows-up with requestors, ensuring customer satisfaction.
Education
Associate Degree - Engineering, IT
Wake Technical Community College
Raleigh, NC05.2024
High School Diploma -
Garner High School
Garner, NC05.2020
Skills
- Maintenance & Repair
- Computer Hardware Troubleshooting
- Teamwork
- Consumer Electronics
- Customer Service
- Multi-task & Handle High-volume Workloads
- ServiceNow
- Microsoft Active Directory
- Microsoft Dynamics AX
- Easily Adaptable
- Critical Thinking
Timeline
Fusion Technician
Sumitomo Electric Lightwave
04.2022 - Current
Lead Technician
Fanatech Computers
03.2020 - 05.2022
Intern
UNC Health
06.2019 - 12.2019
Associate Degree - Engineering, IT
Wake Technical Community College
High School Diploma -
Garner High School
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