David Phan Email & Phone Number

Calgary, Alberta, Canada

Calgary, Alberta, Canada

• Providing fully documented customer issues in a ticket management system, analyze the customer’s symptoms, determine the customer’s urgency, and where possible provide resolution to the customer’s issue.
• Dispatching an incident to the appropriate Level 2 support group when first call resolution is not possible and manage the incident through its lifecycle.
• Continuing to look for process improvement opportunities and follow up with peers and leads in improving service delivery.
• Participating in group events and discussions
• Weekly documentation of any technical challenges encountered to be logged in Long View’s Technical Issues database
• Supporting Altalink and also Reef Technology

• Worked on CEMDI (Clinical Engineering Medical Device Integration) and NMD (Non-MedicalDevices) projects of Connect Care Program
• Assisted team members through Skype for Business with high priority tasks as assigned
• Contacted clients to obtain all business requirements in order to complete the tasks
• Created guideline documents to improve the project working process
• Created, managing and updating Wave 1 – Connect Care installation progress tracker using Excel and SharePoint
• Gathered maps for upcoming waves and using Adobe Acrobat Standard 2017 to consolidate the maps

Calgary, Canada Area

• Organizing and locating library materials for patrons
• Keeping records of materials’ quantity by using Microsoft Excel or Google Sheet
• Re-imaging all library’s laptops to remove and reinstall all programs
• Providing assistant to librarians by helping them to locate materials, solve technical problems in computer areas and handle patrons requests
• Using Alma Essentials system to manage library’s materials and handle patrons’ requests
• Registering new patrons and maintained their borrowing records by using Alma Essentials

Calgary, Canada Area

• Help desk (student): Provide assistance and support for software, and hardware in person or over the phone
• Desk side (student): Analyze and troubleshoot hardware in classrooms and labs.
• START Technician: Train computer users in person or over the phone, support on campus events, run new student technology workshops