Kenny Vu Email & Phone Number

• Answered and documented on a daily average of around forty end user inquiries whichinvolved emails, live chats, and telephone communications. Quoted clients for estimatedrepair prices, upgrades, and product requests to maintain an efficient workspace.• Assisted the RMA department team through the company software to create returns,repair, and replacement orders according to customer requests. Utilized the company’sticketing system “Zendesk” to reply and update clients on their estimated delivery timesand requests to ensure excellent customer service.• Guided new employees to get up to speed with company’s ticketing software and teamcommunications that include programs like Skype, Teams, and Discord. Employees werethen able to work in a timely and ethical manner and eventually were able to get up topace with little to no supervision.• Assisted customers from home while working independently with no supervision. Whencustomers were not able to diagnose/troubleshoot technical issues, I was able to remoteinto their computers to provide support through programs like“AnyDesk/TeamViewer/Vimeo.” When customers were not able to resolve or identify ifit was a software or hardware issue remoting into their device was a great solution.• Perform weekly maintenance in order to ensure system functionality and standards forcompany. Tasks such as BIOS firmware updates, driver updates, windows updates, andperipheral management.

• Set up remote workers with desktop and laptop workstations by installing VPN, Malware,Company applications so all members were able to have full access to work at home.• Respond to tickets that were made in Microsoft SharePoint, issues relate to difficultieswith Printers/Fax machines, Network, Peripherals, Display, Hardware/Software, andcompany accounts.• Created/Configured current and new employees through administrator so they wouldhave correct permissions and access so they were able to complete work. Managedcompany servers like QS1, Active Directory, Docutrack, and etc.2• Daily use of active directory to maintain Virtual Machines and Users. Monitoredcompany’s camera security once a week to pull footage if needed. Set up phones withincompany with individual extensions for smooth workflow.• Maintain cleanliness throughout the facility by getting rid of any e-waste ormalfunctioned peripherals and workstations.• Assigned licenses in Microsoft 365 to employees to have access to emails. Managedpasswords and alias emails for designated departments.

• Produced and tested the gaming computers to verify that they were being built properly.Tasked with benchmarking the computers before shipment by using programs like(Cinebench, After Burner, And Basemark GPU.”)• Assembled a variety of gaming rigs which include liquid cooling, air cooling, and even AIOcoolers in a timely manner. The production rate of the computers was exceeded, withcompletion of an estimate two hundred builds weekly.• Dismantled faulty computers and provide service repairs to some computers that wereincorrectly installed. From minor issues like loose cables, loose cards, and occasionaltemperature issues.• Managed a team with members who were not as confident with completing complicatedcomputer builds that dealt with liquid cooling/ hybrid cards/ dual cards and etc. Patientlyworked with team members to get them on pac