Jim Soung
Andover
Summary
Dynamic IT professional with a proven track record at Liberty Diversified International, excelling in customer service and problem-solving. Expert in Windows OS installation and troubleshooting, achieving a 99% SLA in technical support. Adept at fostering relationships and enhancing user satisfaction through tailored IT solutions and effective communication.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Desktop Technician
Liberty Diversified International
08.2021 - Current
- Provided technical support to end-users via phone, email, and in-person interactions.
- Diagnosed and resolved hardware and software issues for desktop systems.
- Installed and configured operating systems and applications on user PCs.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and LDI policies.
- Increased productivity by configuring and deploying new PCs tailored to individual user needs.
- Enhanced user satisfaction by providing timely technical support and solutions for desktop-related problems, achieving an average SLA time of 99%.
- Documented troubleshooting steps and solutions in knowledge base for future reference.
- Assisted in training new employees on desktop support procedures and best practices.
- Maintained positive relationships with end-users to secure cost-effective procurement of computer equipment and peripherals when needed.
- Participated in staff training sessions to familiarize employees with new technologies being introduced into the workplace environment.
Field Service Technician
Caterpillar Paving Products
04.2007 - 08.2021
- Diagnosed and resolved hardware and software issues for diverse client environments.
- Installed, configured, and maintained printers, PCs, and networking equipment.
- Installed and configured operating systems and applications.
- Assisted end-users with technical support via phone, email, and on-site visits.
- Collaborated with cross-functional teams to implement IT solutions tailored to client needs.
- Enhanced customer satisfaction by providing timely and efficient IT support for various hardware and software issues.
- Consistently met or exceeded performance metrics for response times, problem resolution, and customer satisfaction ratings.
- Managed inventory of spare parts and equipment, ensuring availability when needed for repairs or installations.
- Developed strong relationships with end-users by consistently delivering high-quality service and maintaining open lines of communication.
Lead Computer Operator
Excel Energy
05.2002 - 03.2007
- Supervised daily computer operations, ensuring system stability and efficiency.
- Optimized data center performance by analyzing system logs and adjusting configuration settings as needed.
- Maintained detailed documentation on system configurations, updates, and troubleshooting procedures for easy reference during future maintenance activities.
- Maintained detailed records of backup operations and machine malfunctions, documenting backups daily.
- Managed a team of computer operators, ensuring timely completion of assigned tasks and fostering a collaborative work environment.
- Managed printing, sorting and delivery of mail items daily.
Education
Associate of Applied Science - Computer Programming
Minneapolis Business College
Minneapolis, MN12-2021
High School Diploma -
Como Park Senior High
Saint Paul, MN06-2000
Skills
- Customer service skills
- Problem-solving skills
- Communication skills
- Help desk support
- Windows OS and macOS installation and troubleshooting
- Microsoft Office Suite proficiency (MS 365 Apps)
- PC hardware installation, diagnostics and repair
- Software installation, updates and troubleshooting
- Active Directory and ADManager Plus management
- Cloud services understanding (Azure, Microsoft Office Online, OneDrive)
- Printer installation and troubleshooting
Certification
- CompTIA Network+ Certified
- CompTIA A+ Certified
- ACMT Certified
- HP Laserjet and Color Laserjet Certified
Timeline
Desktop Technician
Liberty Diversified International
08.2021 - Current
Field Service Technician
Caterpillar Paving Products
04.2007 - 08.2021
Lead Computer Operator
Excel Energy
05.2002 - 03.2007
Associate of Applied Science - Computer Programming
Minneapolis Business College
High School Diploma -
Como Park Senior High