Dylan Phoutthavong Email & Phone Number

Denver, Co, Us

Denver, Co, Us

Denver, Colorado, United States

• Managed over 150+ Help Desk interactions using Adobe Workfront, diagnosing and resolving technical issues for 200+ users through in-person, phone, chat, and email support, resulting in an 85% first-call resolution rate.• Utilized Microsoft Azure, System Center Configuration Manager (SCCM), and Active Directory to deploy and maintain 50+ devices, ensuring smooth integration and compliance with IT protocols across departments.• Developed and implemented PowerShell scripts to automate device management tasks such as software deployment and configuration updates, reducing manual processes and improving operational efficiency by 30%.• Collaborated with the IT Asset Management (ITAM) department to retire legacy devices, leveraging Flexera for software asset management and FirstNet for secure data handling and inventory tracking.• Optimized IT infrastructure and service delivery using Microsoft Office Suite for documentation, reporting, and cross-functional communication, enhancing team productivity and customer satisfaction.

Denver, Colorado, United States

• Mentored and supported 25+ first-year and transfer students, assisting them with their academic, social, and personal transition to CU Denver through individualized guidance and group sessions.• Facilitated interactive workshops on study skills, time management, and campus resources, enhancing students’ self-efficacy and campus engagement.• Organized and led monthly social and academic events, promoting a sense of community and belonging among first-year students.• Collaborated with the Peer Advocate Leader Program team to develop engagement strategies that contributed to a 15% increase in student participation in mentoring activities.• Documented mentoring sessions and outcomes using Microsoft Teams and Civitas Inspire, ensuring compliance with program requirements and tracking student progress.

Denver, Colorado, United States

• Served as the primary point of contact for the Dean's Office, providing front-line support and information to students, staff, faculty, and visitors regarding college programs and policies.• Managed and scheduled advising appointments for faculty and staff, coordinated meetings, and maintained conference room schedules to streamline administrative operations.• Assisted with the organization and execution of college events, supporting recruitment, outreach, and community engagement initiatives.• Maintained the confidentiality and integrity of student information in compliance with FERPA regulations, ensuring sensitive data was handled with the highest level of professionalism.• Supported social media content creation and event promotion for the college’s social media platforms, increasing engagement by 20% through consistent, high-quality posts.

Denver, Colorado, United States

• Guided 200+ new students and their families through the CU Denver orientation process, providing insights into academic programs, campus resources, and student life to support a smooth transition.• Assisted incoming students with course registration, email setup, and understanding campus policies, ensuring a seamless onboarding experience.• Developed and delivered presentations on-campus resources, student involvement, and academic success strategies, contributing to a 95% positive feedback rate from new students.• Supported virtual and in-person events, including Academic Success Days and Student Success Days, enhancing student engagement and addressing individual questions and concerns.• Communicated with new students and families through phone, email, and Zoom, maintaining a high level of professionalism and responsiveness.

• Troubleshot and resolved complex hardware and software issues for iOS and macOS devices, using diagnostic tools to analyze system logs, network configurations, and component functionality, achieving a 95% positive feedback rate.• Conducted in-depth diagnostics and repairs on iPhones, iPads, and MacBooks, implementing solutions that reduced device return rates by 20% and facilitated firmware updates and data recovery to optimize device performance.• Mentored new Technical Specialists on Apple product ecosystems, repair techniques, and customer service best practices, contributing to a 25% improvement in overall team resolution times.• Delivered personalized training sessions for customers, explaining complex technical concepts in a clear and accessible manner, increasing product usage and feature adoption by 30%.• Collaborated with Genius Bar technicians and cross-functional teams to address unique technical challenges, providing insights and feedback that enhanced store operations and service quality.

Denver, Colorado, United States

• Diagnosed and resolved hardware and software issues for 200+ devices, including smartphones, tablets, and gaming consoles, utilizing advanced diagnostic tools and techniques to ensure successful repairs, maintaining a 98% success rate.• Implemented firmware updates, data recovery processes, and system optimizations, enhancing device performance and expanding service capabilities.• Created a standardized diagnostic checklist, reducing initial assessment time by 20% and improving overall efficiency across repair operations.• Delivered technical training sessions for peers, fostering a culture of continuous learning and adherence to industry-leading quality standards.• Utilized a custom spreadsheet solution to automate inventory tracking, enabling real-time stock monitoring and minimizing manual data entry errors.

Bachelor Of Arts - Ba, Computer Science, Junior

Activities and Societies: Co-President of the CU Denver Chapter of the Society of Asian Scientists and Engineers (SASE) Student Assistant.

Associate'S Degree, General Studies

Taking Concurrent Enrollment (CE) while in high school

High School Diploma, General Studies

Activities and Societies: Student Body Secretary, Advanced Orchestra, Volleyball, Tennis, H.Y.P.E-X^2, Gifted & Talented Program, Spanish.