MOUA THAO
Charlotte
Summary
An IT professional with 8 years of technical and customer service skills with over 2 years of professional Information Technology experience serving end users.
Professional with broad experience in IT systems management, network administration, and cybersecurity. Known for reliability and adaptability in meeting evolving technical needs. Strong focus on team collaboration, ensuring seamless operations and achieving tangible results. Skilled in troubleshooting, system upgrades, and user support while maintaining high standards of performance.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT System Administrator and Technician
Gordon Conwell Theological Seminary
Charlotte, NC
08.2022 - Current
- Customer Support: Provide level one and two support via Fresh Services ticketing, email, phone calls, MS Team channel, and direct conversation for faculty, staff, student workers, and students. Train end users by providing in-person or remote assistance.
- Administrate Applications and Permissions Support: Administer users’ permission, password reset, and apply for licenses group using Active Directory, Active Directory Administrative Center, MS Azure (Microsoft Entra ID), Foxit PDF, Mimecast, Paper Cut, Zoom, and Ring Central. Managing end user accounts which include onboarding, offboarding, and disabling. Assist with the configuration of SSO.
- Software Support: Provide troubleshoot, workarounds, and solutions in areas such as SharePoint, One Drive, Teams, and other MS products. Installed and reinstalled programs, file transfers, PDF applications, and telecommunication software.
- Hardware Support: Work with laptops, desktops, and tablets. Provide troubleshooting on hardware performance, reimage, recycling, and deployment.
- Network Support: Troubleshoot network devices and accesses such as network printers, WIFI, and switches. Installed Net Gear switches, Unifi access points, and cabling. Maintained network devices on the daily basis.
- Administer network infrastructure, ensuring optimal performance and security for institutional systems.
- Audio and Visual Support: Help train new users with classroom technology, troubleshoot hardware and software configuration (Apple Mac Mini, Samsung Smart TV, and projectors), events setup, classroom implementation with Zoom classroom projects.
- Team Support: Collaborate with team members with implementing projects, vendors contracts, MSP, license usage, and execute best practices and policies. Communicate with team members on a weekly basis to brainstorm, reassess unresolved requests, and resolve complex issues. Provide documentation and publish knowledge base articles to assist end users.
- Project Management: Plan, lead, and discuss with stakeholders concerning rightsized usage. Identify risk, delegate tasks, and provide data reports to IT Director. Maintain a well-consistent relationship with vendor, contract agreements, and departments.
IT System Analysis I
Central Piedmont Community College
Charlotte, NC
03.2022 - 08.2022
- Customer Support: Provided support to end user requests. Communicated, troubleshot, and documented recurring issues for reporting.
- Classroom Support: Responded to end users request with classroom issues such as visual, audio, and performed routine room checks for performance.
- Hardware Support: Deployed and assisted with DELL computer hardware troubleshooting for end users.
- Application Support: Provided guidance with Google Suite environment, Brightspace, and documented any applications issues for escalation via with Footprint or Team Dynamix (TDX) ticketing. Active Directory, Webex for communication, etc. Operated with SCCM to assist user remotely.
Education
Testout Network Pro - Information Technology
Central Piedmont Community College
Charlotte, NC12-2021
Testout PC Pro - Information Technology
Central Piedmont Community College
Charlotte, NC12-2021
Bachelor of Science - Youth Ministry
Toccoa Falls College
Toccoa, GA06-2013
Skills
- Team player: Able to collaborate with people from various backgrounds and experiences
- Customer service: Provide and communicate solution(s), training, and de-escalation
- IT support
- Performance optimization
- Network support
- Network troubleshooting
- Computer hardware troubleshooting
Accomplishments
- Achieved significant financial saving through effectively helping with rightsizing telecommunication devices, licenses, and user usages.
- Documented and resolved networking issue which led to better user experience.
- Achieved 95% of customer satisfaction SLA and through effectively customer engagement.
- Collaborated with team member in the developing procedures, standards, and policies.
- Resolved product issue through consumer testing.
Certification
TestOut PC Pro
TestOut Networking
Languages
English
Native or Bilingual
Timeline
IT System Administrator and Technician
Gordon Conwell Theological Seminary
08.2022 - Current
IT System Analysis I
Central Piedmont Community College
03.2022 - 08.2022
Bachelor of Science - Youth Ministry
Toccoa Falls College
Testout Network Pro - Information Technology
Central Piedmont Community College
Testout PC Pro - Information Technology
Central Piedmont Community College