Summary
Overview
Work History
Education
Skills
Working out, soccer, paintball, bowling
Timeline
Volunteer
WILLIAM NGUYEN

WILLIAM NGUYEN

RICHMOND,TX

Summary

Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.

Detail-oriented 8 with extensive experience in IT support for end users. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.

Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.

Overview

7
7
years of professional experience

Work History

IT DESKTOP SUPPORT

WILLIAM NGUYEN
SUGARLAND, TX
07.2021 - 10.2022
  • · Evaluate and recommend products for purchase.
  • · Write technical specifications for purchase of PCs, desktop hardware and related products.
  • · Diagnose, troubleshoot and resolve Microsoft Windows) hardware and software problems.
  • · Install and configure new PC hardware and software on desktops, laptops and peripherals such as phones, printers, external drives and other related hardware.
  • · Develop, prepare, tests and deploy hard drive images and be capable of supporting users in virtual desktop environment.
  • · Perform basic computer wired and wireless network troubleshooting.
  • · Develop, document and effectively communicate job processes, procedures and techniques.
  • · Maintain proficiency in PC technical fields of expertise.
  • · Provide timely project updates and status reports.
  • · Maintain high level of proficiency in using helpdesk systems and tools.
  • · Track and maintain personal computer equipment inventories.
  • · Tests new hardware and software.
  • · Instruct clients in basic use of approved hardware/software.
  • · Clearly communicate technical concepts to non-technical staff.

IT Technical Support Specialist

WILLIAM NGUYEN
SUGARLAND
07.2018 - 02.2021
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Used ticketing systems to manage and process support actions and requests.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Activated accounts for clients interested in new services.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Researched product and issue resolution tactics to address customer concerns
  • Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and [Type]

IT Support Specialist

WILLIAM NGUYEN
Houston, TX
04.2013 - 01.2016
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Answered questions and provided information to customers about new software or hardware.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved system, hardware and telephone issues within [Number] hours, improving efficiency among departments.

Education

Associate of Science - Computer Science

Lone Star College System
Spring, TX
04.2014

Skills

  • Active directory
  • 365 Admin portal
  • Exchange server
  • Computer problems
  • VPN
  • RDP
  • VMWARE
  • Hardware
  • Technical assistance
  • Network security
  • Local area
  • Computer System
  • Software problems
  • End users

Working out, soccer, paintball, bowling

I have played football since high school and I have also been the captain of my college team. I love playing football in my free time as it helps me unwind, relax as well as boosts my creativity and analytical thinking skills. My favorite team is Manchester United from UK. I honestly believe that my happy hormones are activated every time I am on the playground. And I look forward to these evenings with my team and it keeps me fit both physically and mentally.

Timeline

IT DESKTOP SUPPORT

WILLIAM NGUYEN
07.2021 - 10.2022

IT Technical Support Specialist

WILLIAM NGUYEN
07.2018 - 02.2021

IT Support Specialist

WILLIAM NGUYEN
04.2013 - 01.2016

Associate of Science - Computer Science

Lone Star College System

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