Michael Vu

Operations Associate

Seattle, Washington, United States7 yrs experience

Key Highlights

Proven expertise in IT support and customer service.
Strong background in system administration and network management.
Experience managing vendor relationships and onboarding processes.

Stackforce AI infers this person is a skilled IT support specialist with a focus on system administration and customer service in the tech industry.

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Skills

Core Skills

It SupportCustomer ServiceSystem Performance ManagementVendor ManagementAzure AdministrationDocumentationNetwork ManagementClient SupportTechnical SupportSystem AdministrationLab ManagementAutomated Testing

Other Skills

network troubleshootingmacOSWindowsMobile Device ManagementPerforceGoogle SuiteAtlassian productssystem monitoringuser configurationnetwork architectureSolarwindsticket systemsnetwork diagramsOffice 365hardware support

Experience

7 yrs

Total Experience

1 yr 4 mos

Average Tenure

Current Experience

Github

IT Support Specialist

Feb 2024 – Present · 2 yrs 4 mos

Triaging, prioritizing, resolving, routing and scheduling all incoming IT support requests
Transparent and timely communication with stakeholders on open issues, tickets, and requests
Setting up new hires, provisioning accounts and access
Providing support for services such as video conferencing, remote access, internal products, and mobile technology
Supporting and managing our standard endpoints, comprising of macOS and Windows systems, including Mobile Device Management
Provide trusted remote hands for other teams where appropriate, such as Security and Infrastructure engineering teams
Front line support for network problems, working with and learning from our network experts
Managing access to third-party software (e.g. Google Workspace, Azure, etc.)
Lifecycle Asset Management, from procurement to retirement including; managing computers, monitors, software licenses, etc.
Troubleshooting & resolving conference room AV issues
General IT support for live events or department meetings
Provide exceptional customer service
Documenting and updating internal processes and guidelines
Communicating and developing IT policies
Troubleshooting IT issues, both independently and collaboratively
Supporting proactively the wider office
Ability to provide excellent and efficient customer service to high level executives

IT supportcustomer servicenetwork troubleshootingmacOSWindowsMobile Device Management

Camouflaj

IT

Sep 2020 – Aug 2022 · 1 yr 11 mos

Management of Perforce, Google Suite and Atlassian products to ensure optimal system performance
Managed vendor relationships for cabling, ISPs, and software licensing
Set up system for monitoring, asset tagging of equipment
Restructured and managed onboarding process

PerforceGoogle SuiteAtlassian productsvendor managementsystem monitoringsystem performance management

343 industries

IT Support Analyst

Jan 2018 – Jun 2020 · 2 yrs 5 mos

Supported 343’s Fireteam in Perforce and Azure administration
Set up Signiant for site to site transfer between 343 and partners
Created documentation for Signiant, FTP and new user configuration
Supported new game studios transitioning into Microsoft
Configuration and documentation of Perforce

PerforceAzure administrationdocumentationuser configuration

Cobaltix

Servicedesk Lead

Jan 2017 – Jan 2018 · 1 yr · San Francisco Bay Area

Management of network test lab for designing network architectures
Managed implementation and daily management of Solarwinds for multiple clients ranging from 6 to 200 users and severs
Remote troubleshooting in Remedy force and Freshdesk ticket system
Created documentation and network diagrams for multiple clients
Onsite visits to clients to perform regular check ups and support
Administration of internal accounts and onboarding process
Moving multiple clients from exchange severs to office 365

network architectureSolarwindsticket systemsnetwork diagramsOffice 365network management+1

California institute of integral studies

Technical Support Analyst

Aug 2016 – Dec 2016 · 4 mos

Hardware support and deployment for workstations/laptops with Windows and MacOS
Active directory, Office365 administration of 300 users
Deployment and administration of VM environment of 200 VMs

hardware supportActive DirectoryOffice365 administrationVM deploymenttechnical supportsystem administration

Cisco

Intern

Oct 2013 – Aug 2016 · 2 yrs 10 mos · Washington DC-Baltimore Area

Received and deployed machines in lab with necessary cabling
Lab management of around 300 servers, and 60 end-users
Provided system administration support for Linux, MacOS and Windows 2008 servers and workstations
Daily work with bug management through Jira tickets
Updated infrastructure with VLANs, PDUs and KVMs
Ran manual Perl scripts to test and assure business acceptance for current platform patch performance
Setting up and reimagining lab equipment to replicate customer environments

lab managementsystem administrationbug managementinfrastructure updates

Sourcefire, part of cisco

Engineering Intern

Nov 2012 – Oct 2013 · 11 mos · Washington DC-Baltimore Area

Ran weekly automated test to assure business acceptance for platform  performance
Setting up lab equipment to replicate customer environments
Reimaging machines to duplicate customer issues

automated testinglab setupmachine reimaginglab management