Giang Phan Email & Phone Number

Sterling, Virginia, United States

Reston, Virginia, United States

Leveraged technical skills to document steps and resolve tickets within an internal system, supporting 200-500 employee company, thereby optimizing IT service processes.Configured and deployed over 50 laptops and desktops monthly, ensuring seamless user transitions via data transfer to shared drives.Leveraged Active Directory for user account unlocks and password changes, ensuring prompt resolution to minimize downtime.Provided front-line support with a focus on customer satisfaction, ensuring a positive user experience for all employees.Proficient with Office 365Utilize Sneapitapp to conduct comprehensive audits of IT assets, ensuring all equipment is accounted for.Communicating with team and management on new procedures/ways to streamline IT flow.Leveraged Kaseya for remote diagnostics and issue resolution, succeeding in timely troubleshooting for users.Analyze and mitigate Windows vulnerabilities using Fortinet and CrowdStrike, ensuring systems are continuously updated and protected.Resolved over 150 technical support tickets monthly, achieving a 95% customer satisfaction rate through thorough troubleshooting and use of remote assistance tools.

Reston, Virginia, United States

• Beta testing newly created apps, reporting bugs to developers, creating user friendly guides andpresenting the new apps to the corresponding departments .• Daily communication through email with customers and vendors regarding anything IT related.• Compare excel spreadsheet of previous day invoices to my SQL DB to confirm if invoices properly hitthe data base, if not I am to research errors and report to IT development team.• Review eCommerce report to confirm that orders were imported to Navision correctly. If orders werenot in Navision, pull the orders from email, correct issue and import to Navision.• Run Ariba report through SQL database to confirm they imported to the SQL database table correctly,if not in the table I look up the invoice order through Ariba portal to confirm it was sent to the vendor.• Research error when CXML fails and does not make it to Navision with our in house application. Correct,and import to Navision, copy sales order and forward to corresponding team as well as IT developmentdepartment.• Correct invoices through CXML format in order for them to be sorted and sent back out for payment.• Investigate why 702 orders failed to send to the vendor, communicate with the customer service teamto confirm if the vendor received the order, if not, I am responsible for resending to the vendor.• Manually reprocess order acknowledgement errors through BizTalk so that the order acknowledgementemails are sent and the the orders make it into Navision.• Research EDI orders for failures and coordinate EDI issues with pricing/purchasing department teamto verify that I am to resend the order or reach out to the vendor to confirm the order was received.• INCLUDING ALL OTHER TASKS LISTED UNDER SERVICE DESK ENGINEER

Reston, Virginia, United States

• Troubleshoot VPN issues, user/password lockouts• VOIP through Vonage, helping with sound and general issues• Run phishing campaigns and educate users on scams and phishing emails• Troubleshoot DNS and connectivity issues• Help with various incoming tier 1and tier 2 IT tickets with a 95% success rate but elevate if necessary• record keeping of assets within the company• scan emails to make sure that they go through the dmarc and dkim properly• use Kaseya to remote in to user computers• various other projects when tasked

Tampa, Florida, United States

Assisted with the development of construction software (Easy Pro Manager), web design, accounting & finance and day to day office tasks.