Nam Luu Email & Phone Number

North York, Ontario, Canada

Mississauga, Ontario, Canada

• Handled 70+ daily IT tickets via ServiceNow & Twillo from clients & internal departments and ensured ticket documentation to be maintained, responded and completed quickly (always reached around 7-minute Standard Average Handle Time with 98% of satisfaction) • Provided computer support to end users (via Citrix, Active Directory, MDM, RDP, calls, emails) by troubleshooting application software issues (Microsoft, Adobe, Windows, Outlook emails, etc.) & monitoring software access (password access/reset, documentation access, etc) • Troubleshooted networks, workstations, drivers, IP address, VPN, etc. remotely for internal employees (including printers, tablet and phone access) and external clients (University Health Network, EPIC Insurance, etc.) including after-hours support • Maintained and monitored support for all TCP/IP network configurations (LAN) • Updated & upgraded systems including reformatting hard drives and system restoration; ran network cable for computer, WiFi and VOIP phone connections • Analyzed to identify technical root cause (including recurring issues/trends) and provided with proper solutions including issues such as: overheat, not compatible softwares, RAM, virus/malware, etc. by utilizing IT systems (NinjaOne, ServiceNOW, RDP) • Logged information into a database system to follow up and track history of calls, IT assets, support progress and effective solutions for future reference (98% of efficiency) • Performed maintenance/ upgrades on software application installations (Windows, Office 365, SharePoint, One Drive, etc.) and hardware configuration

Peterborough, Ontario, Canada

• Monitored and maintained PCs, monitors, printers, scanners and associated softwares for 100+ desktops (Windows and MacOS) on campus with Excel inventory records • Installed & removed damaged hardware components (network cards, RAM, hard drives, motherboards, power supply units,etc.) and troubleshooted any issues related to Operating Systems (Windows, Linux, etc.) and software applications (Office 365, Adobe, etc.) • Assisted in setting up multiple Windows/ Linux servers,Cisco network router, switch & Windows computers; installing required softwares and testing server's stability • Assisted 40+ daily students & professors by answering questions and helping them access print and online resources, prepare classrooms or conduct a search of bibliographic sources • Conducted daily maintenance and records of IT inventories (desktops, keyboards, printers, scanners, etc.) to dispose damaged/expired hardwares and log information into IT database • Oversaw the circulation of campus materials including all forms of print, digital, tactile, technical, archival, fragile, and equipments • Ensured adherence to established network, server and desktop environment standards to ensure the currency of the security and configuration to provide the best possible levels of support and service