Sarith Ong Email & Phone Number

United States

• Provided advanced technical support for end-users, resolving escalated issues related to hardware, software, and network connectivity across hybrid and remote environments.• Diagnosed and resolved complex technical issues, including Microsoft 365, VPN, and Multi-Factor Authentication (MFA) applications, ensuring minimal downtime and high user satisfaction.• Collaborated with Tier 3 teams and engineering staff to escalate unresolved issues and contribute to long-term solutions.• Supported and maintained IT hardware such as desktops, laptops, printers, and mobile devices, ensuring optimal performance and reliability.• Managed ticketing system documentation (e.g., Zendesk) to track, prioritize, and resolve user requests efficiently.• Created and updated technical knowledge base articles to streamline troubleshooting processes and empower team members.• Participated in on-call rotation for weekend remote support, addressing critical issues and maintaining seamless system functionality.• Conducted software and hardware updates, upgrades, and deployments to ensure systems met organizational standards.

Bridgewater, Massachusetts, United States

• Provided on-site and remote technical support for end-users, diagnosing and resolving hardware and software issues to ensure reliable operation of systems including desktops, laptops, and network devices.• Diagnosed and resolved issues with computer systems, peripherals, and network infrastructure, including Windows, Office 365, printers, and AV equipment.• Installed, configured, and maintained computer systems and peripherals, optimizing performance and compatibility for various applications.• Managed and administered security controls, ensuring compliance with industry standards and protecting organizational assets.• Monitored and responded to security incidents, playing a key role in incident management and remediation activities.• Handled the technical aspects of onboarding new employees by setting up accounts, configuring systems, and granting appropriate access. Managed offboarding procedures to ensure secure removal of access and proper data handling.• Worked closely with IT teams to resolve complex technical issues and provided training to staff on the effective use of technology resources.• Maintained accurate records of hardware and software inventory, repairs, and service tickets using the designated ticketing system.

Boston, Massachusetts, United States

• Provided comprehensive technical support by managing the installation, configuration, and maintenance of ATMs and network devices, ensuring optimal functionality and performance for financial institutions.• Handled network configurations, urgent repairs, and system upgrades, enhancing system performance and ensuring operational compliance.• Offered specialized IT support, including system usage training, and accurately managed inventory to support business operations.

North Easton, Massachusetts, United States

• Installed and configured network and fiber optic cables, patch panels, routers, and switches to ensure optimal connectivity and system functionality in school and business environments.• Performed testing, termination, and labeling of network cables according to specifications, ensuring robust and reliable network operations.• Set up and configured Access Points (APs), security IP cameras, and audio devices, ensuring correct installation and operational functionality.• Provided training and guidance to team members on best network infrastructure setup and maintenance practices.

Middleborough, Massachusetts, United States

• Delivered residential services by installing, maintaining, and disconnecting data, video, and phone services, ensuring high-quality service and reliable connections.• Resolved device issues from basic troubleshooting to ensuring swift resolution of TV, VOIP, and modem problems.• Managed service tasks, including setups, changes, and equipment management, ensuring customer satisfaction and service excellence.

Bachelor Of Applied Science - Basc, Cybersecurity

Master'S Degree, Information Technology Web Development