Khanh Hoang
Kernersville
Summary
Skilled Technical Support with broad base of experience in technical support and operations.
Resolves problems quickly, delivering high levels of customer satisfaction.
Excellent knowledge of Troubleshooting and Problem Solving.
Overview
10
10
years of professional experience
Work History
Service Desk Analyst
GXO Logistics
12.2023 - 01.2025
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for sites.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
- Implemented remote desktop support tools to increase efficiency in resolving user problems remotely.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Answered user product attribute and usage questions to promote satisfactory product ownership experience.
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
IT Managed Services
HCTech
07.2022 - 10.2023
- Provided IT support services and troubleshooting for all internal HCTEC employees and over 60 MSP clients encompassing 2,000+ devices and 6,000+ users across a wide variety of sectors.
- Configured and deployed hardware including laptops, desktops, and printers
- Performed site visits as necessary for technical support and device deployments
- Solved 25+ customer issues daily by phone and email.
- developed and maintained various standard operating procedures to increase productivity and consistency
Call Center Analyst
Talon - Healthy IT Services
01.2019 - 07.2022
- Experience supporting software computer applications and equipment from a helpdesk environment
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Used ticketing systems to manage and process support actions and requests.
- Experience with mobile device support (iPhone, Android, Windows Mobile)
- Installed, modified and repaired software and hardware to resolve technical issues.
- Managed high levels of call flow and responded to technical support needs.
- Experience maintaining, and troubleshooting all versions of Microsoft Windows operating system
Instructor's Assistant
Core Fitness & Martial Arts
07.2015 - 01.2019
- Taught Martial Arts to over 150 annual students.
- Provided clear, informative lectures on Martial Arts to classes of students.
- Oversaw day-to-day operations, including managing curriculum implementation and continuous improvement of industry best practices.
- Observed other instructors and lecturers, gathering valuable techniques to be implemented into future lectures and courses.
- Tested students on materials presented in workshops and classes to assess grasp of material.
- Earned positive feedback from parents regarding classroom instruction and student learning success.
Education
Certificate - IT Technical Support & Service Helpdesk
Forsyth Technical Community College
12.2018
Skills
- Technical Support
- Hardware and software installation
- Proper phone etiquette and effective listening skills
- Troubleshooting and Diagnostics
- Application installations
- Windows 10 & 11
- Customer Support
- Bilingual
- Citrix
- Basic IT Support
- Window Server
- Support Ticketing System (ServiceNow and AutoTask)
- Translator
- Microsoft Office
Contact
Kernersville, NC 27284
Education
Winston-Salem, NC,Winston-Salem, NC
Languages
Vietnamese
Limited Working
Timeline
Service Desk Analyst
GXO Logistics
12.2023 - 01.2025
IT Managed Services
HCTech
07.2022 - 10.2023
Call Center Analyst
Talon - Healthy IT Services
01.2019 - 07.2022
Instructor's Assistant
Core Fitness & Martial Arts
07.2015 - 01.2019
Certificate - IT Technical Support & Service Helpdesk
Forsyth Technical Community College
Similar Profiles
Leslie GriffithLeslie Griffith
Warehouse Lead at GXO Logistics (Formerly XPO Logistics)Warehouse Lead at GXO Logistics (Formerly XPO Logistics)
Matthew ParedesMatthew Paredes
Forklift Operator at XPO Logistics, Gxo LogisticsForklift Operator at XPO Logistics, Gxo Logistics
Jacob ArredondoJacob Arredondo
Team Lead at GXO LogisticsTeam Lead at GXO Logistics