VINSENT E. LEE 415.910.

5048 Mobile
415.855.1564 Google message San Francisco
614.468.3571 Google messaging Ohio
Vinsent.E.Lee21@gmail.com

Oasis International – Columbus, OH August 2017 – January 2018

Technical Support Representative
 Provided over the phone technical support to customers, company service centers, inside and outside sales force
and assisted customer service on technical matters.
 Troubleshot problems, researched to find answers to questions regarding Oasis products.
 Scheduled and followed up on appointments made with service centers for repairs of Oasis products.
 Utilized Excel, Word, JD Edwards/AS400 series was essential to job fulfillment.

American Electric Power – Columbus, OH May 2016 – July 2017

Tier II Rapid End User Services Support Technician
 Responded to and diagnosed problems through discussions with users.
 Performed analysis and assisted in a variety of service desk activities providing support for customers and end
users of services.
 Guided end users through troubleshooting procedures processing and escalating service requests.
 Provided technical assistance in the setup, installation, and configuration of desktop software and hardware.
 Completed service Desk analysts answer customer calls, respond to emails, escalate records to Tier 2 analysts
and/or service owners, performed on-site support, and follow up to customers as needed.
 Maintained knowledge base articles and provided assistance during major incidents.
 Determined needs of staff and the proper support of those needs taking ownership of all interactions.
 Utilized appropriate follow-through, providing timely feedback.
 Completed Incident management and Request Fulfillment processes along with the Knowledge Management tool
as designed identifying opportunities for improvement.

Ascena Shared Services Group – Columbus, OH February 2014 – May 2016

IT Service Desk Support
 Provided Single point of contact for phone calls and emails from staff regarding IT issues and queries.
 Received, logged, and managed calls from internal staff via telephone and email
 Maintained asset database and tracked changes.
 Provided 1st and 2nd line support – Troubleshooting of IT related problems from in-house software to hardware,
such as Blackberries, iPhones, Dell XPS and Latitude E7440 laptops, PCs and printers.
 Troubleshoot basic network issues such as ADSL broadband, T1, and VOIP.
 Escalated unresolved calls to the proper infrastructure support team. Consisted of over 80 teams.
 Logged all calls into Heat Frontrange Service Desk call logging system.
 Maintained a high degree of customer service for all support queries and adhere to all service management
principles.
 Provided basic in-house training of MS-Office 2010 applications used within the association (Word, Excel, Outlook,
PowerPoint).
 Published support documentation to assist staff with requests for information and provided staff training if required.
 Created user accounts, reset passwords, create groups within Active Directory
 Arranged for external technical support (Verizon, NCR, etc.) where problems cannot be resolved in house.
 Created and managed network users, user environment, directories, and security.
 Used provided materials and tools to diagnose reported problems to the root cause, initiate repairs as needed to
return the product to a serviceable condition.

Education:

Heald College- San Francisco, CA – Associates in Applied Sciences in Electronics Technology

Military:

United States Marine Corp (Veteran)