Diep Thach Email & Phone Number

Seattle, Washington, United States

To continually monitor and resolve incidents, requests, and tasks to ensure stable operation of Sage Bionetworks computer systems, printers, and conference room systems. To maximize user uptime, deliver timely and accurate support to all end users. • Fulfill requests, complete tasks, and resolve incidents assigned via Jira Work Management.• Administer endpoint hardware (Apple Macbook Pro, Dell Latitude, XPS laptops, AWS Service Catalog EC2 instances)• Administer endpoint software (Google Workspace, Microsoft 365 applications, Smartsheet)• Manage lifecycle of endpoint hardware assets• Reduce recurring incidents or requests to improve the customer experience• Achieve SLA targets• Create customer-facing and internal knowledge articles and videos• Administer user accounts via Google Workspace and Jumpcloud• Proficient technical knowledge of Apple IOs, Google GSuite, and Microsoft technologies including Windows OSes, & 365 services/applications• Working technical knowledge of corporate domains• Experience supporting endpoint hardware and software within an enterprise environment• Awareness of user and hardware security governance or frameworks (HITRUST, PHI, lease privileged user)• Provide technical training to faculty and staff as needed. • Strong interpersonal skills• Ability to conduct research to remediate technical issues• Perform related duties as required

Seattle, Washington, United States

Part of an IT team providing on-site and remote technical support to Office Staff and Clinicians in the Western region. Provision and terminate user accounts in Active Directory and O365. Provide mobile device management(iPads) and support for clinicians. Converted office staff to various remote work situations and equipment during COVID-19 pandemic.Providing tier 1 & 2 end-user support as part of the Service Desk team and assisting IT audits and responding to anti-virus alerts in Crowdstrike as part of the Cyber Security team.Duties and Responsibilities:• Assist with the design, installation, requirement gathering, and maintenance of IT resources for acquisitions and large projects• Assist in the maintenance of the Local Active Directory OU, installation and configuration of local network applications, servers, file shares, network services, and associated objects• Manage hardware inventory, licensing, deployment, and decommission of workstations, servers, laptops, and all other IT equipment• Install, configure and troubleshoot hardware, software, and peripheral components such as Mac OS, Windows 10 operating systems, printers, AV conferencing devices, Polycom phones, routers, and switches• Provision/de-provision user accounts for on/offboarding, manage Microsoft O365, Active Directory users, security groups, distribution groups, service accounts, and computer objects• Triage and assign tier 1 & 2 tickets, taking ownership of assigned tasks, ensure all tickets are properly supported and resolved promptly on time through Service Now• Document work and contribute to the knowledge base• Provide input and suggestions for efficiency/improvement for operational processes• Revamped office phone system. Assisted in creating new phone queues and workflows for the scheduling department, billing department, and front desk. Responsible for making ongoing changes as business needs warrant.• Support business applications to ensure compliance with corporate standards

Greater Seattle Area

Developed, implemented, and managed corporate IT policies, systems, and workflows across several platforms. Maintained an efficient office environment by coordinating technical projects that impact multiple departments. Provided on-site and virtual technical support services for hardware and software. Managed user accounts and oversees the configuration and deployment of hardware and software to team members.

Greater Seattle Area

Monitored enterprise-wide systems to ensure uptime and performance.Provided router and Switch configuration, maintenance, monitoring, and upkeep.Performed hardware installation and configuration, operating system installation and support, upgrades and patches, and operational upkeep.Troubleshooting network problems and outages to minimize disruption of critical applications.Created and maintained documentation concerning all parts of the operational environment such as installation procedures, infrastructure design, license management, assets, and regulatory compliance requirements.Performed and/or oversees software and application installation and upgrades.Troubleshoots network, system, and applications to identify and correct malfunctions and other operational difficulties.Coordinated and/or oversees technology efforts with Information Technology and other department personnel.

Greater Seattle Area

Provided helpdesk/technical support to faculty and staff including desktop, laptop, tablets, printers, software, and related technology. Configured, installed, test, and repaired computer systems and peripherals within established guidelines, including troubleshooting hardware and software issues on end-user devices. Reported to the Director of Technology.

Greater Seattle Area

Provided base level IT supports to Starbucks partners. Built and maintained partners email profiles. Set up, tested and configured desktops, laptops and printers. Installed motherboards, processors, RAM and graphics cards. Diagnosed, installed, configured and repaired computer systems and software. Resolved technical issues for partners at point of sale systems, in person, on the phone and through e-mail. Demonstrated mastery of customer service call script within specified time frames. Addressed customer service inquiries in a timely and accurate fashion.

Bachelor'S Degree, Computer/Information Technology Administration And Management

Education record