Austin Tham Email & Phone Number

Los Angeles, Ca, Us

Los Angeles, California, United States

• Diagnose and resolve technical support tickets received via phone, email, and chat for multiple client environments, consistently achieving high first-call resolution rates.• Imaged and configured Windows computers, deploying standardized setups for new devices and reducing setup time by 25%, while troubleshooting and resolving issues with malfunctioning devices to ensure smooth deployment.• Responded to alerts and incidents from monitoring systems, ensuring continuous system performance and stability for client networks and infrastructure.• Accurately document resolution processes and update procedures, resulting in a 15% reduction in recurring issues and improved consistency in troubleshooting across client environments.• Report and escalate critical incidents and complex problems to higher-tier support or client management.

Los Angeles, California, United States

• Collaborated with vendors and faculty to facilitate the setup of multi-factor authentication, resulting in a 30% increase in the protection of internal systems against unauthorized access and potential security breaches.• Researched information security questions related to potential applications to safeguard company data, preventing the implementation of three potential vulnerable applications and reducing data breach risk by 16%.• Assisted in completing incident reports and analyzing security incidents within cybersecurity frameworks, while reviewing HIPPA compliance and conducting NIST risk assessments to ensure regulatory adherence.• Utilized Active Directory to enhance user authentication and access control security, resolving seven access issues per week.