Shoua Thao Email and Phone Number

• Utilize Knowledge Management methodologies to enhance organizational productivity, effectiveness, and innovation• Maintain and enforce robust IT policies, standards, and procedures to protect organizational assets• Educate employees on the importance of cybersecurity and the organization’s information systems security policies, guidelines, and standards• Provide comprehensive support and training for users of enterprise software, with a focus on cybersecurity best practices• Support and maintain the organization’s IT infrastructure, hardware, and software needs• Plan, evaluate, coordinate, and implement future IT deployments, including systems, hardware, and software• Manage Active Directory (AD) objects and user permissions, ensuring that all users have the appropriate access levels based on cybersecurity policies and guidelines• Administer user security settings with group policies to mitigate potential cybersecurity threats• Manage the organization’s IT hardware and software assets with a focus on cybersecurity risks and vulnerabilities• Maintain and manage the day-to-day service desk operations to ensure timely and effective response to IT incidents and issues

• Demonstrate a systematic process for identifying root causes or events and an approach for responding to them• Determine operational feasibility by evaluating analysis, problem definition, requirements, solution development, and proposed solutions• Document calls from clients and provides troubleshooting help to find the problem and isolate it• Educate VA audiologist and support staff on strategies/techniques for overcoming defects or other problems pertaining to hardware/software• Guide and assist with software and hardware installations• Perform software quality assurance• Document process used by our customers and validate the system (fitting software, hearing aids, apps) before each release

• Work directly with individuals and departments to ensure timely delivery of IT solutions. • Work alongside the IT Director to roll out new software and assist in making company-wide improvements.• Manage and carry out hardware/software support on end-users’ laptops and desktops.• Install, test and repair computer hardware, peripheral and software.• Run and generate sales reports for the Field Relationship Manager team via SQL.• Re-image computers for both new and current company employees.• Manage the On-boarding and Termination process for employees.• Use Symantec Exec. to backup company server data.• Manages company AT&T business account.• Create procedural documents for future references• Resolve user’s IT issue via over the phone or in-person interactions.

• Provide technical assistance and support related to computer systems, hardware, and software.• Determine nature of problem, and walk the end user through problem-solving process.• Install, modify, and repair computer hardware and software.• Run diagnostic programs to resolve problems, and follow up to ensure issue has been resolved.