Summary
Overview
Work History
Skills
Certification
Projects
Timeline
Generic

Truong Cong Minh An

Melbourne,VIC

Summary

Dynamic IT Technical Support Specialist with a proven track record at AMES, delivering exceptional Tier 1 and Tier 2 support. Achieved a 95% resolution rate while excelling in hardware administration and effective communication. Skilled in system re-imaging and committed to enhancing operational efficiency through collaborative teamwork and meticulous documentation.

Overview

3
3
years of professional experience
1
1
Certification

Work History

IT Technical Support Specialist

AMES
07.2022 - Current
  • Delivered Tier 1 and Tier 2 technical support to over 1000 staff across multiple locations, resolving hardware, software, and network issues with a 95% resolution rate within SLA, aligning with AMES Australia’s service standards
  • Utilized a Standard Operating Environment (SOE) provided by management to re-image Windows 10/11 on 200+ workstations, addressing issues such as BIOS errors or hard drive failures, analyzing root causes, and providing feedback to enhance future SOE deployments
  • Executed the rollout plan for over 200 new computers across managed sites under managerial direction, ensuring seamless integration into existing systems and timely completion
  • Diagnosed and repaired hardware faults on desktops, laptops, printers, and peripherals (e.g., RAM, SSD, power supply,..), minimizing replacement costs through effective solutions
  • Supported 20+ iOS and Android devices, resolving hardware (e.g., screen, battery) and software (e.g., app crashes, connectivity) issues to maintain staff productivity
  • Performed data backup processes for endpoints as per managerial guidelines, ensuring data protection and availability for recovery
  • Configured and managed over 100 ChromeOS devices using Google Workspace Admin, enforcing security policies and documenting procedures to support classroom and workplace environments
  • Resolved Windows OS issues on workstations, addressing BIOS errors, software installations, and patching to ensure system stability
  • Assisted in deploying the Canon UniFlow printing system for over 40 printers, troubleshooting issues (e.g., print queues, driver conflicts) and developing user guides for site standardization
  • Monitored networks at a basic level, understanding IP operations like VLANs for staff and students, utilizing SCCM for software deployment and Ivanti Whitelisting for application control to enhance security
  • Supported Active Directory administration with foundational OU knowledge, collaborating with the IT team to maintain domain integration per managerial instructions
  • Engaged with staff across sites to assess needs, recommend suitable equipment, and assist in submitting purchase requests to meet operational requirements
  • Documented IT procedures, created user guides (e.g., for printing systems), updated the IT asset register for over 100 devices, and coordinated the disposal of obsolete equipment per AMES protocols

Skills

  • Hardware Administration
  • System Re-imaging
  • Data Backup
  • ChromeOS Management
  • Smartphone Support
  • Windows OS Troubleshooting
  • Basic Networking Knowledge
  • Active Directory Basics
  • Operating Systems
  • Tools & Platforms
  • Networking
  • Hardware
  • Documentation
  • Effective communication
  • Strong organizational skills
  • Collaborative teamwork
  • Commitment to OH&S compliance and risk management

Certification

  • Microsoft Certified: Windows Server Hybrid Administrator Associate, 2024
  • Google Bootcamp: ChromeOS Administration, 2024

Projects

New Computer Deployment, Executed the rollout plan for over 200 new computers across sites as directed by management, ensuring system integration and improved site performance. ChromeOS Deployment for Multi-Site Support, Configured and deployed [insert number, e.g., 20+] ChromeOS devices via Google Workspace Admin, reducing setup time by 40% and enhancing workplace efficiency.

Timeline

IT Technical Support Specialist

AMES
07.2022 - Current

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Truong Cong Minh An