Utah Lo
Brooklyn Center
Summary
Dedicated IT professional with a proven track record in technical support and user assistance. Eager to leverage extensive experience and skills to contribute to a dynamic team and enhance operational efficiency within the IT industry. Committed to continuous learning and professional growth, seeking opportunities to further develop expertise and drive impactful solutions.
Overview
5
5
years of professional experience
Work History
Service Desk Technician II
Western National Mutual Insurance
02.2023 - Current
- Provided technical support to users, including password resets for Windows and applications.
- Diagnosed and resolved hardware issues related to headsets and docking stations.
- Implemented company-standard imaging on laptops and desktops.
- Collaborated with Networking and Server and Storage teams to enhance user support.
- Upgraded laptop hardware and virtual machines, increasing storage capacity and RAM as needed.
- Resolved VPN connectivity issues through effective phone support.
- Troubleshoot and resolve Office 365 issues to maintain user productivity.
- Managed user accounts in Active Directory, create new users and assigning appropriate access groups.
- Disable accounts for terminated employees and revoked application access to maintain security.
- Acted as an escalation point for Level I technicians, providing guidance and support on complex issues.
Local IT Deskside Support Technician I
Boston Scientific
02.2022 - 01.2023
- Deliver great customer service experience through phone calls and in person.
- Assist over 50,000 Users with technical issues.
- Activate network jacks via patching network cables to switches.
- Assist networking team by doing network audits at different buildings.
- Baseline laptops and desktops with company image.
- Work with other teams such as WSM or O365 to complete tickets asked by Users
- Assist Users on how to access and use over 1000 applications.
- Assist Users with laptop hardware such as adding more RAM in a User’s laptop.
- Assist Users on O365 issues.
- Assist Users with VPN connectivity issues.
- Assist Users with refreshing laptops.
- Assist Users with external hardware issues such as docking station/headset issues.
MyChart Technical Support Specialist
Allina Health
12.2020 - 12.2021
- Deliver great customer service experience through phone calls.
- Assist customers/patients to retrieve access to their own accounts.
- Assist customers/patients to access virtual visits through website and application on mobile devices.
Skills
- Active Directory Management
- Hardware Troubleshooting
- VPN Connectivity Resolution
- Office 365 Support
- Customer Service Excellence
- Imaging Deployment
- Networking Collaboration
- Laptop Upgrades
- Remote Desktop Assistance
- User Training and Support
- Ticketing System Management
- Incident Escalation Handling
- Documentation and Reporting
- Network Connectivity
- Security Protocols
Timeline
Service Desk Technician II
Western National Mutual Insurance
02.2023 - Current
Local IT Deskside Support Technician I
Boston Scientific
02.2022 - 01.2023
MyChart Technical Support Specialist
Allina Health
12.2020 - 12.2021
Applications
- Active Directory
- Azure
- VPN (Checkpoint Endpoint)
- Microsoft Office 365
- Service Desk Plus
- AS400
- Citrix
- Guidewire
- Salesforce
- Adobe
- WebEx
- BeyondTrust