Tommy Do Email & Phone Number

Fremont, California, United States

● Deployed new hardware and infrastructure for self-serve and enterprise products (server racks, phones, servers, switches, CAT-6 cabling, TVs, PDUs, PCs, media systems)● Identified and resolved 20+ escalated client uses daily via incoming Jira tickets, chats, emails, etc.● Planned and carried out large scale device migration processes across multiple data centers● Coordinated troubleshooting and maintenance operations of data center equipment, including servers, phones, PCs, TVs, and cabling infrastructure, reducing hardware downtime by 40%

Saratoga, California, United States

● Provided remote and local, front and back-end support for 150+ employees, including C-level executives with hardware, software, networking, and security assistance (Windows, MacOS, Linux, IOS, Android)● Administered Windows Active Directory, Microsoft 365, & KACE Systems Management Appliance● Managed and automated patches, security updates and scans, Dell Updates, and Windows Feature Updates for 280+ workstations, and laptops● Imaged and deployed 60+ workstations and laptops with various operating systems (Windows, MacOS, Ubuntu)● Coordinated employee onboarding/offboarding practices including backups, access control, and reimaging of workstations and laptops● Produced technical documentation on IT procedures for onboarding/offboarding, backups, and cyber security training

Saratoga, California, United States

San Jose, California, United States

● Assumed a project manager role for a case study to develop a project plan for an all-staff virtual retreat of over 3,000 employees● Created a detailed project budget for all the necessary infrastructure, technology, and event costs● Presented a final capstone presentation to senior executive mentors outlining recommendations, proposed plan, and budget● Assumed a data analyst role for a case study to collect, analyze, and present data to potential investors● Delivered a final capstone presentation to senior executive mentors showcasing the data analyzed in pivot tables

Completed a virtual IT training and professional development program and obtained the CompTIA ITF+ & A+ certifications

• Completed an intensive five course IT support program that covers troubleshooting, customer service, networking, operating systems, system administration, security, and evaluative hands-on assessments to build my IT skills which can be utilized in a professional working IT environment

• Completed a professional development and technology acumen focused certificate program • Gained insight into machine learning, 5G technology, networking, design thinking, finance, communication, and effective leadership which were utilized in multiple school projects• Attended weekly events and workshops with guest speakers that focused on professional development to help build my professional network

• Performed temperature checks using approved safety and prevention processes for Apple employees while collaborating with site managers on ways to improve the temperature checking process• Increased average customer satisfaction by 50% by using supportive communicative techniques for customers who displayed anxiety during the temperature check process• Demonstrated strong customer service skills and communicated effectively with team and customers to ensure that all standards and goals were met

San Jose, California

• Efficiently answered questions, resolved any problems or concerns customers had, and accurately handled different payment methods during transactions which resulted in a positive customer rating• Explained the benefits of the Target REDcard to every customer and assisted them through the application process; surpassed application goals for two weeks and effectively trained new cashiers• Improved the checkout workspace and developed a new working system that increased efficiency by 20%

San Jose, California, United States

• Demonstrated time-management skills in the organization by working in a fast-paced and high-pressure environment while maintaining quality customer service, resulting in positive customer ratings• Effectively trained new crew members on appropriate procedures, responsible for the progress and ongoing growth of the team• Provided excellent POS customer service, answered customer inquiries daily and resolved complaints

Bachelor'S Degree, Management Information Systems, General

Education record