SOSarith Ong
@sarithong
IT Support Specialist with 5+ years delivering phone and remote technical support.
United StatesWhat I'm looking for
I am a detail-oriented IT Support Specialist with over five years of experience providing phone and remote support for hardware, software, and networking environments. I have built hands-on skills in Windows OS, Office 365, VPNs, endpoint configuration, Intune/Azure AD, and enterprise endpoint security tools, and I consistently document solutions and train end users to improve adoption and reduce repeat incidents.
My background includes tier-2 support, desktop specialist roles, ATM and financial equipment support, and network cabling work. I’ve completed projects building a Windows Server 2019 Active Directory and an Intune + Autopilot device provisioning lab, and I developed a virtual LIS–EHR integration lab using Mirth Connect; I prioritize clear communication, reliable escalation, and maintaining knowledge-base documentation to drive team efficiency.
Experience
Work history, roles, and key accomplishments
Tier 2 Support Agent
SHIELDS Health Solution
Dec 2024 - Present (11 months)
Provided phone and remote Tier 2 support resolving escalated hardware, software, and network issues; maintained Zendesk tickets, authored knowledge-base articles, and participated in on-call rotations to ensure timely resolution.
Desktop Specialist
Merrimack Valley Credit Union
Apr 2021 - Nov 2024 (3 years 7 months)
Delivered end-user desktop support for Windows and Office 365, handled device onboarding/offboarding and VPN setup, and escalated complex issues to engineering while using endpoint protection tools to ensure security.
NCSupported installation, configuration, and maintenance of ATMs and networked financial equipment; provided telephone support and training, resolved hardware/network issues, and maintained service documentation.
Network Cable Technician
Inspired Technology and Communication
Sep 2017 - Oct 2019 (2 years 1 month)
Installed and maintained network and fiber-optic cabling, routers, switches, and access points; diagnosed network issues and performed system testing to ensure reliable connectivity.
Education
Degrees, certifications, and relevant coursework
SUSouthern New Hampshire University
Master of Science, Information Technology
Master of Science in Information Technology focusing on systems, networking, and IT administration.
Southern New Hampshire University
Bachelor of Science, Cybersecurity
Bachelor of Science in Cybersecurity with emphasis on network security, endpoint protection, and systems administration.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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