Thao Vue
Concord
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
End User Computing Analyst I
Novant Rowan Medical Center
03.2023 - Current
- Enhanced end-user experience by providing efficient computing solutions and support.
- Streamlined IT processes for improved productivity and reduced downtime.
- Collaborated with cross-functional teams to address technology-related issues and develop effective strategies for resolution.
- Maintained up-to-date knowledge of industry trends, incorporating best practices into the organization''s end-user computing strategy.
- Maintained office PCs, networks and mobile devices.
- Served as a key liaison between IT and other departments, ensuring clear communication and fostering collaborative problem-solving efforts.
- Utilized advanced troubleshooting techniques to diagnose complex technical issues rapidly and effectively.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Configured hardware, devices, and software to set up work stations for employees.
Computer Technician
RAC National Product Service
10.2005 - 12.2019
- Diagnosed and repaired hardware malfunctions, ensuring optimal computer functionality.
- Installed necessary software programs to meet specific user needs and enhance workflow capabilities within departments.
- Documented changes and actions in computer-based tracking system.
- Inspected and tested faulty circuit boards and microprocessors.
- Explained diagnostic findings to customers and outlined repair or service options.
- Restored data on computers and office machines.
- Diagnosed and resolved malfunctions in computers, office machines and automated teller machines.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Updated and replaced outdated drivers and software for computers and office machines.
- Maintained office PCs, networks and mobile devices.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
- Resolved technical issues for clients through remote support, increasing customer satisfaction.
- Enhanced system performance by conducting regular software and hardware updates.
Senior Technical Support Specialist
ELCA Board Of Pensions
03.2002 - 04.2005
- Managed high-volume support tickets, ensuring timely resolution and maintaining client trust.
- Improved customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Reduced average ticket resolution time by implementing knowledge-sharing initiatives among team members.
- Enhanced team productivity through regular training sessions on new technologies and industry best practices.
- Established strong relationships with clients, fostering loyalty and retention through excellent communication skills.
- Maximized use of hardware and software by training users and interpreting instructions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Tested new software and hardware prior to deployment.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested new software and hardware.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
Education
Associate of Arts - Computer And Information Systems
Phillips Junior College
Fresno, CA06.1993
Skills
- Issue Identification
- Documentation and Reporting
- Information Gathering
- Industry Knowledge
- Issue Research
- Decision Making
- Improvement Plan Knowledge
Certification
- Microsoft Certified Professional
- Microsoft Support Users and Running App Windows Training
- Microsoft Implementing and Administering Microsoft Windows 200 Directory Services Training
Timeline
End User Computing Analyst I
Novant Rowan Medical Center
03.2023 - Current
Computer Technician
RAC National Product Service
10.2005 - 12.2019
Senior Technical Support Specialist
ELCA Board Of Pensions
03.2002 - 04.2005
Associate of Arts - Computer And Information Systems
Phillips Junior College
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