Richard Quach Email and Phone Number

• Completed over 30+ hours of coursework on web development • Design, Develop, test, implement, and troubleshoot web applications using various languages and/or frameworks • Experience designing back-end applications: HTML, CSS, and JavaScript

• Design, develop, implement, and maintain ITIL based ticketing system to multiple departments in the organization • Manage the development and maintenance of consuming third-party APIs to ensure seamless business operations between on cloud and on-premise systems • Collaborate with end users and project team to analyze requirements and create application design documents and workflow procedures • Design, develop, implement, and maintain service catalog for resulting in time savings of over • Independently conceptualized and transformed existing workflows to enhance application performance and user experience functionality leading to reduction in time to complete business processes • Enhanced users’ understanding of ITSM systems by conducting individual training sessions, creating user friendly training materials, and providing technical assistance • Performed extensive follow-up procedures to obtain, update, and validate information; maintained an exceptionally high accuracy rate through data verification, application documentation, and regular quality control checks • Actively participated in ticket quality reviews with openness to constructive feedback as well as provide feedback to others

• Analyze, diagnose, troubleshoot, resolve, and document wide range of software, hardware, and network issues via phone, email, walk-ins, and self-service • Independently design, develop, and maintain batch scripts, registry files, and PowerShell scripts to enhance user experience leading to reduction in time with ticket resolution and meeting ticket SLAs

• Maintained a 90% first call resolution rate with an average of 50+ calls a day and an average talk-time of 5 minutes • Analyzed, diagnosed, troubleshooted and resolved a wide range of software, hardware and network connectivity issues via phone, email, self-service, walk-ins, and chat tickets. • Monitored and processed incoming alerts from Solarwinds • Documented all issues and alerts in an ITIL based ticketing system • Created and updated knowledge articles

• Deployed and installed telecom equipment • Analyzed, diagnosed, troubleshooted and resolved telecom related problems • Educated end users on using their telecom equipment

• Imaged workstations via Clonezilla • Deployed and installed workstations • Maintained workstations

• Created Incident Response Plan for computer breaches • Investigated exploit for PCI compliance • Assisted spreading Cyber Security Awareness

• Trained 5+ coworkers into dispatch position • Recorded accurate logs of events occurred on shift • Communicated with public over phones and coworkers over radios