Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Thanh Truong

Aldie,VA

Summary

Senior IT Support Specialist with 10 years of working and hands-on experience. Knowledgeable in hardware and software troubleshooting. Ability to use tools such as but not limited to Service Now, Microsoft Azure, Intune, Configuration Manager, and JAMF to complete various tasks. Known for collaborative approach and commitment to excellence. Comptia Security+ Certified.

Overview

10
10
years of professional experience
1
1
Certification

Work History

IT Operations Senior Analyst

Accenture Federal Services
07.2023 - Current
  • Work closely with the technical manager to resolve issues that affects overall AFS.
  • Work on more complex issues, including in-depth testing on various platforms to determine root cause.
  • Work with vendors such as Microsoft, Apple and Konica Minolta to troubleshoot issues.
  • Provide technical expertise to junior Techs on the team.
  • Develop and maintain knowledge of AFS workstations, software, standards, and policies.
  • Respond to assigned customer-initiated incidents and service requests.
  • Accurately document actions taken within tickets.
  • Resolve incidents and complete tasks associated with service requests within SLTs.
  • Follow up on tickets to ensure customer satisfaction.
  • Provide Endpoint Support operations support for the Solution Bar and escalated incidents.
  • Troubleshoot hardware and software issues reported by AFS customers.
  • Perform hardware repairs, working with vendors as necessary.
  • Printer support includes configuring and managing printers as well as troubleshoot issues.
  • Develop an understanding of operational processes (new hires, borrowed, transfers, terminations)
  • Follow defined processes and procedures where they exist, suggest creation / improvements.
  • Correctly update asset management system as necessary.
  • Identify causes for customer dissatisfaction and recommend improvements.
  • Collaborate with Service Desk and other teams to resolve incident.
  • Assist with special projects as needed.

IT Support Associate II

AWS
04.2022 - 07.2023
  • Provide technical support to Amazon Corporate employees.
  • Provide in person support to internal customers for a variety of IT related software and hardware issues.
  • Research, resolve, and respond to inquiries received in a timely manner, in accordance with organizational standards.
  • Diagnose and troubleshoot end user computing problems including analyzing the problem, identifying the appropriate resources, testing proposed fixes and following up to ensure the problem has been resolved.
  • Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.
  • Informs customer of needed repairs and answers basic questions. Ensures that customer understands and is satisfied with work completed.
  • Follow all standard operating procedures (SOP) through the effective use of knowledge management.
  • Acquire and maintain current knowledge of relevant policies in order to provide technically accurate solutions to users.
  • Collaborate with internal teams or vendors to execute projects.

Geek Squad Home Theater Agent

Geek Squad - Best Buy
08.2021 - 04.2022
  • Troubleshoot clients' electronics and home theater related issues.
  • Provide over the phone support.
  • Perform remote control programming.
  • Installations of TVs, projectors, speakers, and other home theater equipment.
  • Conduct site survey for large scale home theater projects for client and business.

Data Center Technician

AWS
08.2019 - 04.2021
  • Monitor live servers and perform maintenance based on priority level.
  • Perform ISO testing and troubleshoot server computers.
  • Allocate hardware components for repair such as RAM, HDD, SSD, Motherboard, etc.
  • Multi-team projects to solve high severity customer impacting issue.
  • Assist with training new hire technicians.
  • On-call and first to respond to Rack down within minutes to minimize customer impact.

Geek Squad Advanced Repair Agent

Geek Squad - Best Buy
07.2015 - 08.2019
  • Help clients identify electronics and computers issues.
  • Provide over the phone support and remote troubleshooting.
  • Repair computer software malfunction.
  • Virus and malware removal.
  • Upgraded computer hardware such as RAM, hard drive, and wireless card.
  • Assist clients in building custom computer.
  • Back up, transfer, and recover data from hard drive.
  • Problem solving and researching unknown technical issues.
  • Repair and troubleshoot Windows and Apple products.
  • Setup and configure software.

Education

Parkview High School
Sterling
06-2015

Skills

  • Hardware Troubleshooting
  • Software Troubleshooting
  • Active Directory
  • Microsoft Intune
  • Microsoft Azure
  • Microsoft Endpoint Configuration Manager
  • JAMF Pro
  • Bomgar Remote Support
  • Service Now

Certification

  • Comptia Security+

Timeline

IT Operations Senior Analyst

Accenture Federal Services
07.2023 - Current

IT Support Associate II

AWS
04.2022 - 07.2023

Geek Squad Home Theater Agent

Geek Squad - Best Buy
08.2021 - 04.2022

Data Center Technician

AWS
08.2019 - 04.2021

Geek Squad Advanced Repair Agent

Geek Squad - Best Buy
07.2015 - 08.2019

Parkview High School

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Thanh Truong