Nathaniel Dao Email & Phone Number

Irvine, California, United States

Promoted within a year timeframe for exceeding goals and outstanding performanceProvide support to students, faculties, and staffs on-site and virtually on a variety of IT issues such as password resetting, Zoom meeting troubleshooting, account managing, etc..Support facilities infrastructure and network hardwareCreate and manage 2000+ students and 500+ faculties accounts per quarterPrepare tests, carry them out for University websites performance, and provide reportsReceive 30+ phone calls daily, solve IT related issues, and transfer non-IT related to the correct department for further assistance.Achieve and maintain above 90% customer satisfaction and have highest number of tickets solved monthly in the technology department via ZendeskParticipate in multiple events and conference in the University to assist with IT issuesConfiguring and maintaining the networked computer/ phones system, including hardware, software, and applicationsManage SSO configuration, user accounts, permissions, and access rightsMaintain 300+ application forms via Jotform for other departmentsCreate and manage accounts for students, faculties, and staffs in the Moodle LMS

Maintained and installed company’s workstations – hardware, software, equipment, etc.Detected, diagnosed, researched and resolved IT issues via phone, in person, or virtuallyCreated, tracked and closed issues via IT Ticketing System, and solved roughly 300 tickets dailyManaged company’s assets, including hardware, software, and electrical supplies – set up approximately 50 workstations within the company and 10 workstations for clientsWrote detailed guidelines and instructions for employees and clients to followScheduled and performed on-site visits to clients to set up or troubleshoot equipment

● Followed policies and procedures to update POS applications to meet client needs● Developed new ideas and existing processes to provide strong customer care support● Custom design, development, and implement of front-end Point-of-Sale application● Collaborated with the back-end team to perform a successful application● Researched, planned, and tested new features● Planned, developed, and tested accordingly to all user feedback● Responsible for user interface, customer experience, and customer service

Bachelor'S Degree, Computer Science

Associate Of Science (A.S.), Computer Science

Activities and Societies: Japanese Student Association, International Student Association, Vietnamese Student Association, Circle K.

Full Stack Coding Bootcamp Certificate, Computer Science