Nathan Banh Email & Phone Number

Calgary, Ab, Ca

Calgary, Alberta, Canada

• Utilization of NIDS, NIPS, and SolarWinds SIEM tool for audits of security threats and vulnerabilities, ensuring the protection of critical systems and data.• Creation and implementation of client end user disaster recovery solutions for DLP and minimizing downtime for clients.• Continuously evaluating and revising asset imaging procedures to meet delivery requirements effectively.• Security hardening of IoT devices on the network• Managing and tracking asset information.

• Learning front-end web development using the following languages: HTML, CSS, and Javascript.• Completed several projects (Recipe List, Etch-A-Sketch, and Calculator) utilizing all learned languages and finished "The Odin Project - Foundations" course.• Currently working on the "Ruby" course and learning of the Ruby language.

Ply Gem Canada

• Troubleshooting client issues both in person and remotely, including file access privileges, mailbox management, remote desktop, and various software issues.• Coordinating with third-party vendors for hardware failure and replacement, embedded application repair, and software integration.• Performing client auditing, onboarding, mailbox migration, and hardware assessment.• Tracking issues through a ticketing system, documenting complex technical problems, and revising current workflow documentation.• Managing multipurpose-based Windows servers hosted both on-premise and off-site.• Setting up and installing desktops and laptops based on individual client requirements.

Calgary, Alberta, Canada

• Monitoring and tracking the performance of technical support analysts through inbound and outbound call statistics, call quality, and customer ratings.• Engaging with individual team members to identify weaknesses and knowledge gaps.• Collaborating with team leads from other support departments to build on ideas for improving the fundamental workplace processes.• Centralizing location for all core files, knowledge and procedural based documents, and scheduled projects for ease of access.

Calgary, Alberta, Canada

• Creating, proposing, and implementing more efficient methods of troubleshooting during weekly team meetings.• Construction of step-by-step procedural process documents and screen recordings to serve as guidance. • Auditing of backup solutions configured by other analysts to ensure daily completion and notifications of failure are sent and received.• Delegation of tasks to technical support analysts based on dormancy time, priority, and skill level.• Training newly onboarded technical analysts on standard company processes and outlining detailed strategies and methodologies for troubleshooting and hardware deployment.

Calgary, Alberta, Canada

• Assisting technical support analysts with any outstanding issues and providing insight to resolving tasks.• Escalation of urgent or overly complex software issues to the internal development teams.• Analyzing, assessing, and diagnosing slow performance issues on servers.• Constructing knowledge base documentation for use by other technical support analysts as reference points or general troubleshooting guidelines.• Guiding peers on issues during on-site server installation and network related problems.• Being the job shadow to other technical support analysts for first time installations.

Calgary, Canada Area

• Answering customer phone calls and resolving technical support issues related to accessibility and connectivity to on-premise or remote servers.• Assisting clients with software usability through Remote Desktop Service (RDS) based environments.• Logging and tracking customer issues through a ticketing system.• Performing on-site hardware installation of servers, routers, printers, barcode scanners, and backup devices.• Migrating company data, user profiles, and software.• Creating, implementing, and troubleshooting client VPN connections and IPSec Site-to-Site VPN tunnels.

• Providing deskside support, including password resetting, software/application assistance, and printer troubleshooting.• Setting up, initializing, and deploying client workstations.• Resolving common computer-based issues via email and phone calls with clients.• Offering mobile device assistance on both Apple iOS and Android platforms.• Installing and configuring core and common workplace software.• Analyzing email spam filter to blacklist, quarantine, or whitelist emails as necessary.• Assisting with after-hours network cutovers and hardware upgrades.