1. N’GUI QUAN
6935 Doheny Place Unit C
Rancho Cucamonga, CA 91701
Cell (909) 938-3164
nguiquan@gmail.com
Results-driven Customer Service Professional with over 25 years of customer service support
experience. Detail-oriented and organized team player that has earned a reputation as a proactive
problem-solver with integrity and commitment to customer service excellence.
TECHNICAL SKILLS
Proficient in Microsoft Excel, Outlook and Word, as well as a working knowledge of Access and
PowerPoint. A+ and Network+ Certified (Lifetime). Familiar with installing/configuring
Windows 7, Windows Server 2008, 2008 R2, 2012, System Center 2007, and imaging
techniques
EXPERIENCE
New Horizons Computer Learning Centers, San Bernardino, CA 2011-2015
IT Support Technician
 Maintained San Bernardino Site for New Horizons CLC of Southern California
 Reimaged Classroom PCs to keep pace with classes using Symantec Ghost Suite
 Created Classroom software images for classes that did not have online labs
 Beginning implementation of Lite-Touch Installation of Windows 7 using MDT 2012 U1
and Windows Deployment Services
 Built numerous servers (2008, 2008 R2, 2012) to test software configurations before
implementation
 Provided Tier 1 helpdesk support via e-mail and phone for employees and remote
students
 Completed activation/deactivation of business personnel
Allstate Insurance Company, Diamond Bar, CA 2006-2009
Agency Service Representative
 Examine all Personal Property and Casualty policies (Auto, Home, Motorcycle, Personal
Umbrella, Renters, Landlords, and Condo)
 Explain all manner of billing (Accelerated, Advanced Renewal, Equity, Easy Pay,
Recurring Credit Card, Payroll Deduction, and Mortgagee)
 Research issues with policies (Increases/decreases, Rate Changes, Discount changes,
endorsement review, etc) and submit internal requests for additions, corrections, etc.
 Request and Email/Fax/Mail Declarations pages to the agents
 Guide Agencies through Web Service Request processes/requirements
 Call agencies back to provide in-depth/additional information on policies as part of the
Resolution Callback team
 Mentor newly trained representatives as they initially receive calls from the agencies

2. N’GUI QUAN Page 2
 Travelled to Manila in the Philippines to assist in mentoring newly trained representatives
Automobile Club of Southern California, La Mesa, CA 2005-2006
Member Service Representative
Service Representative III ( Specialist ) (1/06-10/06)
 Maintain a high quality of service while resolving member complaints.
 Clarify Club policies for members, and authorizing valid policy exceptions for members
 Advising receivers on correct implementation of Club policy
 Assisting receivers in verifying Estimated Times of Arrival from Independent Contract
Stations
 Coaching newly trained receivers during initial member interaction
 Training receivers in Multi-State benefits, policies, and routing
 All responsibilities of Receiving and Dispatching
Service Representative II ( Dispatcher ) (10/05-1/06)
 As a dispatcher, communicating service call information to landline independent contract
stations
 As a receiver, trained to receive all member calls (RV, Snow, Premier, etc), and relay
information for dispatch
Service Representative I ( Receiver ) (7/05-10/05)
 Received Emergency Road Service calls from throughout Southern California
 Became fluent in call receiving software IRAS and CAD
Enterprise Rent-A-Car, San Diego, CA 2004-2005
Driver
 Interacted with all manner of people needing a rental vehicle
 Moved cars from branch to branch
Dynamex, San Diego, CA 2004-2005
Independent Contractor
 Delivering items in a timely manner throughout Southern California
 Delivered to Homes, Businesses and Events
EDUCATION
Montclair High School 1991-1993
Diploma Received
Damien High School 1989-1991

3. N’GUI QUAN Page 2
New Horizons CLC 2010-2011
A+ Certification
Network+ certification