LOUIS TUAN-KHAI SY DO
Address: 1451 Sherburne Avenue, Sai nt Paul , Minneso ta 55104
Phone: ( 31 3 ) 418.8227 Email: Lou i sdo21@gmai l .com
IT SUPPORT SPECIALIST
QUAL I F ICAT IONS PROF I L E
• Analytical and effective problem solver; equipped with outstanding ability in dealing with client issues
through expert utilization of technical skills in cutting-edge technology tools and processes
• Detail-oriented and analytical; highly capable of sourcing talented candidates through thorough
gathering and evaluation of applicant data
• Focused and hands-on leader; able to lead and mentor staff to align individual performance with
organizational standard
RE L EVANT EXPER I ENCE
Stinson Leonard Street, Minneapolis, MN
DESKTOP SUPPORT SPECIALIST
SEP 2014–PRESENT
Technical Acumen
ú Provide exceptional technical support to issues associated with computer systems, hardware, and
software, which encompass responding to queries and running diagnostic programs to identify
problems and implement viable solution.
• Articulate communicator and people person; excellent in interfacing with colleagues, leadership, and
other stakeholders to ensure proper coordination of work processes
ú Leverage solid technical expertise in carrying out the following duties and responsibilities:
o Installation and configuration of computer peripherals, scanners, Cisco phone, VMware,
o Reset of password and lock release through active directory
o Imaging new desktop and laptop machines
o Mapping of network drives
o Installation, modification, and repair of computer hardware and software
o Setup and disassembly of equipment
o Provision of remote assistance through System Center Configuration Manager (SCCM)
o Installation, uninstallation, and update of Java
o Setup of mobile device, such iPads and iPhones
Cross-Disciplinary Collaboration / Coordination
ú Maintain proactive correspondence with through phone or in person in addressing user and client
queries.
ú Conduct follow-up with the user to verify the resolution of issue.
ú Serve as desktop migration project coordinator responsible for the preparation of user workstations for
new desktop computers; removal and installation of new equipment; and generation of necessary
paperwork for posting technician.
Thomson Reuters Tax & Accounting, Ann Arbor, MI
SENIOR TECHNICAL SUPPORT REPRESENTATIVE | INTERN RECRUITER – TAX AND ACCOUNTING DEPARTMENT SEP 2011–AUG 2014
Technical Acumen
ú Utilized research tools to provide prompt and appropriate response to client’s queries.
ú Completed numerous trainings in various software and processes which included:
o Utilization of Accounting CS, Report Designer, Workpapers CS, and Creative Solutions Accounting
o Troubleshooting of software issues
o Installation of various systems
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LOUIS TUAN-KHAI SY DO
Address: 1451 Sherburne Avenue, Sai nt Paul , Minneso ta 55104
Phone: ( 31 3 ) 418.8227 Email: Lou i sdo21@gmai l .com
Conflict Resolution and Decision-Making
ú Administered product escalations by serving as primary point of contact and subject matter expert
(SME) in finance and accounting matters issues.
ú Worked collaboratively with team members in identifying and implementing effective resolutions to
customer-related problems.
Recruitment and Talent Acquisition
ú
Carried out the recruitment of new interns for the Tax and Accounting Support Department, including
pre-screening phone interviews for initial filtering and first line of recommendations.
ú Set phone interview and office visit schedules for potential candidates; handle the organization of
record and pertinent data of candidates in SharePoint.
ú Maintained proper coordination with designated personnel in organizing candidate’s office visits for
office tour, job shadowing, and final interview.
Training and Team Building
ú Functioned as a shadow representative to effectively train new hires on how job or tasks are carried
out.
ú Rendered active participation in team-building activities by leading group activities.
Cross-Disciplinary Collaboration/ Coordination
ú Served as project coordinator in WebEx implementation and Acuity scheduling.
ú Ensured efficient communication and interaction with intern coordinator,
candidates.
OTHER EXPER I ENCE
DSS Corporation, Southfield, MI
PRODUCTION ASSOCIATE – IMAGING DEPARTMENT
Staples, Inc., Bloomfield Hills, MI
OFFICE SUPPLIES CLERK
Computype, Inc., Roseville, MN
DIGITEK/LASERTEK OPERATOR
Ramsey County Courthouse, St. Paul, MN
BAILIFF LAW CLERK
EDUCAT ION
Bachelor of Science in Business Administration: May 2010 § Wayne State University, Detroit, MI
Associate’s Degree in Liberal Arts: May 2000 § Brown College, Mendota Heights, MN
T ECHNICAL ACUMEN
Microsoft Office Suite | SharePoint | Taleo | Adobe | Operating Systems (Windows and Mac) | VMware
System Center Configuration Manager 2007 and 2012 | FileSite | Java
Accounting CS | Acuity | Citrix Desktop Director
JAN 1998–JUN 1999
JUN 1999–JUN 2001
JAN 2008–JAN 2009
AUG 2008–SEP 2011
team leaders, and
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