Michael Nguyen Email & Phone Number

Burnaby, British Columbia, Canada

• Rotational 24/7 technical support for connectivity, hosting, e-mail, data centre and FlexHour clients through telephone, e-mail, and ticketing system• Service & Help Desk support for end users through JitBit Ticketing System• Provision, configure, test and install system and network devices for DSL, Cable, Fibre and other connectivity services• Monitor and respond to emergency support requests within our SLA guidelines• Work with Tier II/III/IV members to implement Projects

Vancouver

• Provided courteous and efficient on-site level one IT-related technical support to end users(over 2200 faculty members, staff, and students) as needed.• Troubleshooted a variety of printing, hardware, software, and network issues.• Performed maintenance tasks on all site workstations and laptops, such as operating system imaging, hardware and software deployment.• Configured and troubleshooted AV equipment, such as projectors, speakers and sound systems.• Operated in a fast-paced and high-efficiency educational environment to ensure service level agreements.

Vancouver, British Columbia, Canada

• Provided technical support across the company via phone, email, Microsoft Teams, remote login through TeamViewer and/or on-site for over 80 staff members as needed.• Configured workstations, laptops, Microsoft Office Suite, FortiClient VPN, networks, printers, andmobile devices.• Monitored and maintained computer systems and networks; troubleshooted and resolved issues withsoftware or hardware.• Documented over 250 tickets via ServiceNow ticketing system and Deltek Vision as well as respondedin a timely manner to service issues and requests.• Travelled to remote sites to support server installation and configuration.

Vancouver, British Columbia, Canada

• Processed and updated all assigned user incidents and service requests on schedule.• Provided technical support to users for problems related to the use of the company’s IT systems.• Diagnosed technical problems regarding workstations and implemented solutions/consultations to address them• Documented user support procedures (writing simple processes and training documents) according to the established format.