Kenneth Duong Email and Phone Number

● Provide in-person and remote desktop/laptop support for globally distributed teams.● Support server troubleshooting with Infrastructure team.● Administer Active Directory.● Administer Office 365 with particular focus on Exchange user management.● Administer VOIP phone system, monthly report generation, and troubleshooting.● Administer cloud-based files system, access, controls, user management, and feature implementation.● Administer global office printers/copiers, monthly report generation, and troubleshooting.● Administer security and remote device management infrastructure. ● Provide support for video conferencing infrastructure and troubleshooting.● Administer hardware and software inventory, purchasing, and warranty support. ● Support infrastructure testing and system deployment.● Document processes and procedures to optimize performance.● Work with technical team to plan and/or implement global IT projects.

Technical Lead• Research and implement innovative IT solutions to increase end-user experience and reduce cost.• Generate and track purchase requests, maintenance contracts, staff data, and departmental policies and procedures.• In charge of purchasing IT assets and maintaining inventory through asset management tools.• Create, audit, and maintain IT policies, and standard operating procedures in compliance with ISO 20k, 27K, NIST 800-171 standards in order to achieve successful re-certifications.• Maintain and update network configurations (fiber, LAN network cabling, switches, routers, firewall, port-security, VPN).Support• Provides analysis and technical help desk support (Tier 1 & 2) for 600+ employees both onsite and. remote; Interfacing with multiple levels of users, management, and technical staff.• Provides low to moderate level of customer service support for office automation applications, personal computers, and printers.• Increase system security posture by limiting and remediating vulnerabilities using preventative and monitoring tools (Nessus, Lansweeper, Symantec, Kiwi Syslogs).• Facilitate virtual and onsite IT systems and applications training for employees.• Deploy system images, workstations, printers, applications, and configure network properties/hardware.• Accurately documents and reports problems to technical staff for resolution.• Categorizes and prioritizes service requests by maintaining database with up-to-date status information.• Performs other duties as assigned.

• Responsible for assisting customers with all their shopping needs including the selection, demonstration, preparation and loading of merchandise. • Responsible for responding to customer inquiries throughout their shopping experience.• Promote customer loyalty plans and/or extended protection/replacement plans where appropriate.• Organizing and restocking of merchandise.

Obtained Eagle Scout.• Participated in community service such as yearly food drives.• Helped participate in fundraising events to benefit our troop’s needs.• Provided mentorship and leadership to younger scout members.• Volunteered in assisting other scouts with their Eagle Project.