Xue Vang
Olathe,KS
Summary
Certified Help Desk Support Specialist with relevant experience in diagnosing and troubleshooting software and hardware issues. Possess strong technical skills, including knowledge of operating systems and network configuration. Demonstrated ability to deliver top-notch customer service by resolving complex technical issues efficiently. Made significant impact at previous workplaces by reducing downtime and improving system performance.
Overview
4
4
years of professional experience
Work History
Help Desk Support Specialist
JCPenney Distribution Center
Lenexa, KS
06.2006 - 08.2010
- Diagnosed system errors using event viewer logs and other diagnostic tools.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Maintained positive working relationship with fellow staff and management.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Performed daily system monitoring to verify the integrity and availability of all hardware resources.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Installed anti-virus programs on users' computers and configured them accordingly.
- Fielded help desk customer questions and fulfilled requests.
- Responded to customer inquiries via phone, email, or chat support.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Configured network settings including IP addresses and DNS servers on a variety of devices such as routers, switches, firewalls.
- Oversaw daily performance of computer systems.
- Identified potential areas of improvement in existing processes related to help desk operations.
- Maintained records of daily data communication transactions, problems, and remedial actions taken or installation activities.
Education
Certification - Information Technology
Micro Computer Education Center
Fresno, CA08-1999
High School Diploma -
Roosevelt High School
Fresno, CA06-1997
Skills
- Network troubleshooting
- Technical support
- System monitoring
- Data management
- Documentation skills
- Problem solving
- Time management
- Teamwork
- Hardware and software configuration
- Hardware installation
- Service ticket tracking
- Network configuration
- SQL database
- Desktop support
Affiliations
- Build PC for family and friends.
- Help troubleshoot PC/phone/tablet issues for family and friends.
- Help set network for family and friends.
Timeline
Help Desk Support Specialist
JCPenney Distribution Center
06.2006 - 08.2010
Certification - Information Technology
Micro Computer Education Center
High School Diploma -
Roosevelt High School
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