David Hoang Email & Phone Number

Tucker, Georgia, United States

• Monitored ticket queue in Salesforce diligently for timely responses and resolutions to incidents, events, and service requests• Executed routine ticket management duties and managed escalations effectively to ensure prompt resolution of issues• Skillfully troubleshot and documented issues and relevant details in ticket reports• Diagnosed and resolved hardware and software issues for desktops, laptops, printers, and phones• Provisioned and configured work laptops for new and… Show more • Monitored ticket queue in Salesforce diligently for timely responses and resolutions to incidents, events, and service requests• Executed routine ticket management duties and managed escalations effectively to ensure prompt resolution of issues• Skillfully troubleshot and documented issues and relevant details in ticket reports• Diagnosed and resolved hardware and software issues for desktops, laptops, printers, and phones• Provisioned and configured work laptops for new and existing employees Show less

Atlanta, Georgia, United States

• Collaborated with eight team members to provide ongoing technical support to over 1000+employees across the world, local and remote users addressing and resolving hardware and softwareissues promptly• Resolved 20+ tickets ranging in levels of difficulty a week using Salesforce ticketing system• Deployed IT infrastructure setup at new corporate office in January 2023 including the configurationand deployment of basic hardware, workstations, devices, and other equipment•… Show more • Collaborated with eight team members to provide ongoing technical support to over 1000+employees across the world, local and remote users addressing and resolving hardware and softwareissues promptly• Resolved 20+ tickets ranging in levels of difficulty a week using Salesforce ticketing system• Deployed IT infrastructure setup at new corporate office in January 2023 including the configurationand deployment of basic hardware, workstations, devices, and other equipment• Helped developed and implement robust security measures and computer policies for employees,ensuring data integrity and adhering to best practices Show less

Atlanta, Georgia, United States

• Provided technical support for hardware, software, and networking issues for 500+ end-users overphone, email, remote sessions, or face to face via in house ticketing system in an efficient manner• Troubleshot 20-30-tickets including documenting issues, troubleshooting steps,redirecting/escalating, and resolution with hardware or software issues• Collaborated with server and network admins to ensure efficient operations of computingenvironment• Delivered end-user… Show more • Provided technical support for hardware, software, and networking issues for 500+ end-users overphone, email, remote sessions, or face to face via in house ticketing system in an efficient manner• Troubleshot 20-30-tickets including documenting issues, troubleshooting steps,redirecting/escalating, and resolution with hardware or software issues• Collaborated with server and network admins to ensure efficient operations of computingenvironment• Delivered end-user training users on new software and hardware upgrades and procedures• Completed employee setup, including new hire/termination process, and personnel changes• Documented and maintained knowledge-based user documentation detailing recurring issues,errors, and resolutions, resulting in 90% improvement in resolution times for support tickets Show less

Fort Stewart, Georgia

• Performed system management and administration functions to supporting military simulation systems and clients using General Dynamics ERF/MRF simulation suite• Analyzed, tested, and modified computer systems, networking protocols, and software to optimize and exceed system performance in training operations and client expectations• Consulted with system integrators, system administrators, and computer specialists to design optimized system architectures resulting in an increasing of… Show more • Performed system management and administration functions to supporting military simulation systems and clients using General Dynamics ERF/MRF simulation suite• Analyzed, tested, and modified computer systems, networking protocols, and software to optimize and exceed system performance in training operations and client expectations• Consulted with system integrators, system administrators, and computer specialists to design optimized system architectures resulting in an increasing of client and administrative performance with minimal error• Oversaw implementation of software and hardware migration JCATS system and WARSIM systems, resulting into a fully operational mission and was awarded Employee Recognition Award for “Distinguished Performance” for outstanding performance July 2018• Ensured all designs, configurations, documentations, modifications, and tests are in compliance with standards for logistics, intelligence, and fires support• Collaborated on a team with 12 other computer techs to configure and maintain 43 servers (blades and virtual machines) and 100+ workstations Show less