Tee Duong Email & Phone Number

New York, Ny, Us

Saint Louis, Mo, Us

Boston, Massachusetts, Us

• Coordinate resource allocation to ensure technology support is available in a 24/7 environment• Managed a team of 16 analysts providing phone and remote assistance for clients located in the United States and London• Created standard operating procedures on processes as point of reference for all staff members• Served as an escalation point to handle difficult client requests and providing direction for resolution

Worldwide, Oo

• Manage resource distribution, scheduling, task management and project planning to ensure technology operations are successfully managed in a 24/7 environment.• Responsible for management of 25 technicians spread across 5 offices in the New York Region in order to complete daily technical assignments and special projects.• Develop and provide guidance to team members by performing touch point meetings, performance evaluations and coaching, conflict resolutions, goal settings, recognizing accomplishments and creating job shadowing opportunities• Establish and develop strong relationships with customers, business leaders and colleagues.• Recommend and create strategic plans to improve policies and strengthen operational procedures• Serve as a Project Manager for move logistics, decommissioning and build-outs of multiple offices • Responsible for coordinating, soliciting and scheduling customers for end of lease laptop upgrades• Mitigate risk by ensuring laptops, mobile devices and staff are compliant to firm standards• Collaborate with the Office of General Counsel (OGC) and the Risk and Compliance team regarding litigation matters • Regularly assess customer priorities and needs through constant communication to recognize opportunities for improvements and provide beneficial suggestions for change• Improved customer satisfaction from 5.5 to 6.5 (out of 7) for approximately 5000 supported users by improving resolution times for customers by streamlining processes and exceeding Service Level Targets• Serve as a technical consultant in technology matters such as laptops, printers, mobile devices and inventory management.• Participate in the growth and delivery of technology training programs

Worldwide, Oo

• Provided first and second level desktop support services including software installation and troubleshooting, data recovery and migration, PC imaging and configuration, and perform hardware and software upgrades• Coordinated and managed MoveIT efforts in the New York area and informed team with updates and special requests• Generated monthly laptop end of lease reports for the New York area utilizing the SAP Lease Asset Management system• Led efforts with firm hard drive data retention process and litigation drive request – tasks included managing the data retention policy, confirming with the Office of General Counsel (OGC) for hard drive requests and communicating with teams to ensure adherence to policies• Managed and granted customized security group access in Active Directory based on service line for onboarding new hires• Provided guidance and solutions to experienced and associate staff members to pinpoint root causes of technical issues and prevent recurrence• Network printer support for over 280 printers• Provided on-site technical support at client engagement locations as needed• Served as a team lead and advisor in the PC Deployment department responsible for imaging laptops, migrating data for end of lease laptops, troubleshoot hardware, systems and application, and deploying new hire machines• Organized non-warranty laptop repairs in the northeast region and warranty repairs for the New York area – tasks included maintaining inventory, tracking laptops, status reporting, and purchase order processing for an average of 120 laptops a month. Managed relationships with repair vendors• Provided after hour support coverage for the New York area

Washington, Dc, Us

• Efficiently managed and processed over 3TB of electronically stored information (ESI) for a singular project using Attenex.• Worked with and communicated directly with clients to performed analysis and support document reviews using SQL• Performed custom ESI analysis to trace client specific files back to the original location on HDD, email and network servers• Diagnosed, repaired, and decrypted password protected loose documents and email container files such as Lotus Notes (NSF) and Microsoft (PST) email storage files utilizing PRTK• Used EnCase to acquire HDD images and perform filtering and extractions of user created files