Andy Truong

Desktop Support Engineer

Summary

An experienced and motivated desktop support engineer with an in-depth knowledge of Windows desktop administration, software deployments and workstation management. Has a track record of providing 2nd level of support for over 700 employees, successfully trouble-shooting problems and providing innovative and cost-effective solutions. Combines excellent communication skills and technical problem solving skills from wide variety of responsibilities and challenges at both a business and technical level.

Work History

Work History

Desktop Support Engineer

Apr 2015 - Present
NBNCo

- Managed incident and request calls within NBNCo defined procedures, SLAs and standards

- Provided formal and ad-hoc troubleshooting and support to an NBNCo user base of over 700 employees

- Actively maintained identity authorisation and access using Microsoft Active Directory

- Assigned and resolved support issue tickets via Remedy

- Provided general Microsoft product support and troubleshooting including MS Office and Windows operating system

- Performed network maintenance at hardware and software levels i.e. patching network ports, troubleshooting firewalls and diagnosis

- Setup and diagnosed of telephony and communication hardware including Apple and Android handsets and Cisco VOIP communication systems

- Worked closely with vendors to facilitate repair and procurement of new and existing hardware

- Performed initial SOE setup of all NBNCo owned employee IT assets including desktops and laptops

- Maintained consistent and accurate documentation for tracking of IT assets and supply

Train end users on usage of computer hardware and software.

- Interact with other related IT departments to identify and resolve the existing problems 

Sales Assistant

Apr 2013 - Apr 2015
Liquorland

- Provided accurate and timely customer service while ensuring high stands of store presentation and stock management

- Maintained customer excellent standards by nurturing a strong focus on customer service recognize, reward and celebrate successes

- Ensured a safe environment for customer and colleagues

- Worked cooperatively in a team environment

Customer Service

Oct 2010 - Apr 2013
BigW

 - Provided customers with fast, efficient, friendly and knowledgeable service

- Answered customer queries and complaints in a courteous manner

- Cash handling

- Registered transactions

- Worked cooperatively in a team environment

- Ensured the health and safety of all store associates and customers

Education

Education

Bachelor of Information Technology

Feb 2010 - Dec 2013
RMIT

Major in System Adminsitration

Skills

- BMC Remedy ITSM Suite

- Identifying and resolving user ‘pain points’

- Extensive Microsoft Office and Windows product knowledge

- Extensive Apple iOS and OS X product knowledge

- Setup and management of Apple iOS and Android mobile devices

- Strong understanding of enterprise-level SOE workstation infrastructure

- Proficient understanding of enterprise-level IT network infrastructure


Languages

English and Vietnamese

Referees

Available upon request