Sonny Vieng Email & Phone Number

• Providing issue triaging and support to an enterprise of users within the Department of Behavioral Healthcare, Developmental Disabilities and Hospitals (BHDDH)• Creating, deleting, and managing user accounts, groups, and workstations in Active Directory (AD)• Configure and deploy Windows 10 laptops and desktops with peripherals• Install and connect users to Pulse Secure VPN with DUO Mobile authentication• Remote to end users' computers via Teams and/or SCCM for… Show more • Providing issue triaging and support to an enterprise of users within the Department of Behavioral Healthcare, Developmental Disabilities and Hospitals (BHDDH)• Creating, deleting, and managing user accounts, groups, and workstations in Active Directory (AD)• Configure and deploy Windows 10 laptops and desktops with peripherals• Install and connect users to Pulse Secure VPN with DUO Mobile authentication• Remote to end users' computers via Teams and/or SCCM for troubleshooting• Encryption of mobile devices using McAfee ePolicy Orchestrator• Training and delegating tasks to interns from various institutions• Support Microsoft Teams audio and visual calls and conferences• Analyzing, troubleshooting, and resolving software and hardware issues via walk-ins, phone, or email• Creating, documenting, and resolving tickets utilizing web-based ticketing system, ServiceNow Show less

Providence, Rhode Island Area

▪ Provided technical support for users within the Rhode Island Department of Health and the COVID19 Call Center/Vaccination Site▪ Utilized web-based ticketing system, ServiceNow, to track, document, and resolve tickets▪ Imaged and re-imaged laptops and desktops for new users using Microsoft Intune▪ Managed user accounts and workstations in Active Directory(AD)▪ Troubleshoot and resolved various software and hardware issues via Microsoft Teams, in person, or over the… Show more ▪ Provided technical support for users within the Rhode Island Department of Health and the COVID19 Call Center/Vaccination Site▪ Utilized web-based ticketing system, ServiceNow, to track, document, and resolve tickets▪ Imaged and re-imaged laptops and desktops for new users using Microsoft Intune▪ Managed user accounts and workstations in Active Directory(AD)▪ Troubleshoot and resolved various software and hardware issues via Microsoft Teams, in person, or over the phone/email▪ Responsible for scheduling repairs with Dell technicians for machines that are under warranty▪ Performed preventative maintenance such as Dell Command Update and Windows Updates▪ Provided application support for Office 365, Adobe Acrobat, Salesforce, and internal applications Show less

Providence, Rhode Island

• Interacted with 10+ internal customers daily, via walk-ins, IM, and email to diagnose various computer issues• Imaged/re-imaged, configured, maintained, and troubleshoot desktop and laptop workstations for all users• Provided great service to clients by understanding and troubleshooting hardware, software, and peripheral issues• Used various tools, such as, Active Directory, Microsoft Office365, Bomgar, and Skype for Business to fix daily computer related issues• Utilized… Show more • Interacted with 10+ internal customers daily, via walk-ins, IM, and email to diagnose various computer issues• Imaged/re-imaged, configured, maintained, and troubleshoot desktop and laptop workstations for all users• Provided great service to clients by understanding and troubleshooting hardware, software, and peripheral issues• Used various tools, such as, Active Directory, Microsoft Office365, Bomgar, and Skype for Business to fix daily computer related issues• Utilized company ticketing system to track, document, solve and escalate tickets• Migrated users from MS Office 2010/2013 on-prem mailbox to Office 365 Exchange-Online cloud services• Collaborated with IT personnel to complete large projects and escalate issues to provide excellent service in a timely manner• Set up and dialed into Skype/Cisco meetings in collaboration with Audio/Video team, using webcams, microphones, and loaner laptops• Proposed new ideas in weekly team meetings to help find ways of benefiting user experience within the company• Supervised interns to guide them and improve their technical and professional advancement• Upgraded users from Windows 7 or 8 to Windows 10 to improve user experience and maintain software compatibility Show less

Providence, Rhode Island Area

• Handled tickets to assist up to 20 users daily with various issues, such as hardware problems, frozen computers, backup/restore data, PC replacement, Office 365 migrations, and Active Directory.• Specialized in migrating users from MS Office 2010/2013 to Office 365 by remote access. Use Bomgar to access users’ computers in other countries to uninstall old versions of MS Office and install Office 365, resulting in larger mailbox capacity, new interface, and new features for the user.•… Show more • Handled tickets to assist up to 20 users daily with various issues, such as hardware problems, frozen computers, backup/restore data, PC replacement, Office 365 migrations, and Active Directory.• Specialized in migrating users from MS Office 2010/2013 to Office 365 by remote access. Use Bomgar to access users’ computers in other countries to uninstall old versions of MS Office and install Office 365, resulting in larger mailbox capacity, new interface, and new features for the user.• Re-imaged up to 20 computers daily with company’s image software to set up new hires or employees with a refreshed PC. This results in faster computer speed and free space for the user to work efficiently. Show less