Resume
Professional Experience
Synapsis
British Columbia, Canada
Services Coordinator
April 2026 – Present
- Monitor incoming support tickets, alerts, and service requests to ensure appropriate prioritization, assignment, and timely follow-up across the service desk.
- Dispatch work to technicians based on urgency, availability, workload, technical requirements, and SLA impact.
- Track ticket backlog, SLA risk, escalations, and unresolved high-priority issues, coordinating follow-up to prevent service delays.
- Coordinate onsite technician schedules and support project timelines, milestones, and deliverables.
- Support new-client onboarding and environment transitions, including RMM deployment, access setup, technical documentation, asset discovery, and service handoff.
- Manage and track IT assets, software licensing, SaaS subscriptions, renewals, and hardware/software inventory.
- Maintain and improve SOPs, knowledge base articles, client documentation, and internal service procedures.
- Identify recurring service issues, workflow gaps, and opportunities to improve service-desk efficiency and queue health.
- Continue providing Tier 1/2 technical support while maintaining oversight of service delivery and ticket operations.
IT Support Specialist
October 2025 – Present
- Deliver Tier 1/2 technical support in an MSP environment across Windows endpoints, Microsoft 365, business applications, networking, printers, and peripheral devices.
- Administer Windows Server and Active Directory environments, including user and computer accounts, Group Policy, security groups, shared-drive access, and NTFS permissions.
- Manage Microsoft 365 environments, including user provisioning, licensing, MFA, Exchange Online, mailbox configuration, Teams, and access-related issues.
- Troubleshoot network connectivity and infrastructure issues involving TCP/IP, DNS, DHCP, VPNs, firewalls, switches, and endpoint connectivity.
- Monitor and respond to security incidents including phishing, malicious software, suspicious endpoint activity, and security alerts, performing initial investigation, containment, and escalation.
- Use RMM and PSA platforms for endpoint monitoring, remote administration, patch management, ticket management, reporting, and service workflow automation.
- Automate and refine service-desk workflows, generate operational reports, and perform ticket-queue cleanup to improve response efficiency and data quality.
- Provide remote and onsite support, perform root-cause analysis, and collaborate with senior engineers and third-party vendors on escalated technical issues.
- Maintain technical documentation, asset records, endpoint health information, and backup status across managed client environments.
Certifications
- CompTIA Security+
- Google Cybersecurity Professional Certificate Eight-course professional certificate covering security operations, network security, Linux, SQL, Python, incident response, threat analysis, and risk management.
Technical Skills
Systems & Administration: Windows 10/11, Windows Server, Active Directory, Group Policy, Microsoft 365, Exchange Online, Linux, Proxmox VE, user and access management, NTFS and shared-folder permissions, endpoint administration
Networking: TCP/IP, DNS, DHCP, VPN, routing, switching, firewall troubleshooting, Wireshark, tcpdump, packet analysis
Cybersecurity: Security incident investigation, vulnerability assessment, network reconnaissance, traffic analysis, system hardening, Nmap, Nessus, Metasploit, Kali Linux, Burp Suite, CyberChef
IT Operations: Datto RMM, Autotask PSA, remote support, patch management, endpoint monitoring, ticket triage and escalation, technical documentation, vendor coordination, onsite infrastructure support
Programming & Development: Python, C, C++, Java, P4, Git, GitHub, HTML, CSS, JavaScript, Angular
Education
Simon Fraser University
Bachelor of Science in Computing Science
Relevant Coursework: Operating Systems, Data Structures and Algorithms, Computer Networks, Database Systems, Cryptography, Distributed Systems
Fraser International College - University Transfer Program Stage II — Computing Science
Volunteer Experience
Enactus SFU
Burnaby, BC
Web Development Coordinator
December 2023 – April 2024
- Contributed to the development of the BeeKind website, showcasing sustainable candle products and community initiatives.
- Collaborated with web development and design teams to implement and refine website functionality and presentation.
- Used Git and GitHub for version control and collaborative development.
Cybersecurity Competitions
Canada’s Cyber Security Challenge — Regional
November 2024
SFU Team — 6th Place
DEADFACE CTF 2024
Red Leaf — Team Member · 270th Place
Additional CTF Participation
BlueHens CTF 2024 · Spooky CTF 2024 · USC CTF Fall 2024 · Block CTF
Languages
English: Professional working proficiency Vietnamese: Native