Tee Duong Email & Phone Number

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.
• 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

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.
• 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

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