Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Yer Her

Olivehurst,CA

Summary

Seasoned System Administrator with 4 year background in Information Technology. Progressive experience marked by continuous contributions above and beyond requirements. Career achievements in large-scale software deployments, network buildouts, and data security. Thorough Service Technician with commitment to superior service. Driven to consistently contribute value through impeccable work ethic and unending quest to achieve new service skills. Experience managing high-volume of service calls while maintaining quality and efficiency. Organized technician with successful history of managing competing priorities and meeting challenging performance targets. Works well under pressure to complete physically-demanding work. Safety-oriented team player with strong attendance record.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Client Service Technician

Telos Corporation
Ashburn, VA
11.2021 - Current
  • Diagnosed and troubleshot problems, repairing and restoring machines to peak performance.
  • Inspected equipment to diagnose operational issues.
  • Installed new equipment and explained operation and routine maintenance protocols to customers.
  • Documented all changes and actions in computer-based tracking system.
  • Configured hardware, devices and software to set up work stations for employees.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Performed tests of functionality, security and performance of different workstations and devices.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Activated accounts for clients interested in new services.
  • Processed over 100 support requests weekly for technical assistance on wide range of issues related to Remedy.
  • Used Powershell scripting skills to contribute to internal technical tools.
  • Provided on-call support for critical NIPR/SIPR issues related to AFNET and Remedy.
  • Analyzed computer issues to identify troubleshooting methods needed for quick remediation.

Cable Technician

United States Marine Corps
Kailua, HI
02.2019 - 01.2022
  • Assembled communication equipment such as wiring, switching equipment and power apparatus.
  • Connected components to exterior cable systems and tested connections for adequate power and functional links.
  • Installed data and telephone cable lines between outside commercial buildings.
  • Set up networks and computers for business customers.
  • Planned layouts and ran cable into buildings and through walls/attics
  • Responded to service requests during and after business hours.
  • Installed and configured new devices and system components.
  • Coordinated installation of new users and relocations of existing users.
  • Planned layouts and ran cable into buildings and through walls, attics and crawl spaces.
  • Set up networks and computers for business and residential customers.

Help Desk Technician

United States Marine Corps
Kailua, HI
10.2018 - 01.2022
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
  • Explained technical information in clear terms to non-technical individuals to promote better understanding
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience
  • Performed tests of functionality, security and performance of different workstations and devices
  • Trained and supported end-users with software, hardware and network standards and use processes
  • Configured hardware, devices and software to set up work stations for employees.
  • Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Activated accounts for clients interested in new services.

Network Administrator

United States Marine Corps
Kailua, HI
10.2018 - 01.2022
  • Installed, configured, and supported local area network (LAN), wide area network (WAN) and Internet system.
  • Verified continuity of computer and telephone system services for users through technical expertise, assistance and project coordination.
  • Increased knowledge base for help desk staff by authoring documentation for system configuration and troubleshooting.
  • Identified and immediately resolved issues with network devices.
  • Planned, coordinated and implemented network security measures.
  • Provided required network documentation to inform management.

Education

Some College (No Degree) - Information Technology

Cosumnes River College
Sacramento, CA

Skills

  • Customer Service
  • Service Ticket Accuracy
  • Installation and Repair
  • Project Management
  • Work with Minimal Supervision
  • Diagnostics Expertise
  • Adaptable and Flexible
  • Setup and Installation
  • Verbal and Written Communication
  • Quality Assurance
  • Diagnosis and Troubleshooting
  • Issue and Problem Resolution

Certification

CompTIA Security+CE

Languages

hmong
Native or Bilingual

Timeline

Client Service Technician

Telos Corporation
11.2021 - Current

CompTIA Security+CE

07-2021

Cable Technician

United States Marine Corps
02.2019 - 01.2022

Help Desk Technician

United States Marine Corps
10.2018 - 01.2022

Network Administrator

United States Marine Corps
10.2018 - 01.2022

Some College (No Degree) - Information Technology

Cosumnes River College

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