Diana Nguyen is seeking a position in IT support. She has over 2 years of experience as an Entry Level Service Desk Analyst at Premera Blue Cross, where she managed over 100 tickets and calls per week supporting over 1000 users. She is currently pursuing an Associate Degree in Information Systems at Bellevue College and will graduate in January 2015 from Year Up Puget Sound with a Technical Support and Business Intelligence Certificate.

1. Diana Nguyen
1312 162nd LN NE Telephone: (425) 647-6042
Bellevue WA 98008 dianang.09@gmail.com
Skills
Languages: English, Vietnamese (Native Speaking)
Software: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Active Directory, Ticketing System
(Cosmos), Remote Desktop, Remote Access (Virtual Private Network & Virtual Asset), Bugzilla, Jira, Visual
Studio, Citrix, Bitlocker, VMware, Avaya, SCCM, Operating Systems (Windows, Mac/iOS)
Hardware: Peripherals/Monitors, Scanners, and Printers
Certification: Washington Business Week Stockholder Project, Microsoft MTA OS Fundamentals
Other skills: Strong knowledge of SDLC, STLC, and Bug Life Cycle
Professional Experience
Premera Blue Cross, Mountlake Terrance, WA July 2014 – Present
Entry Level Service Desk Analyst L1
Managed and analyzed tickets, gathered information to build ticket reports, troubleshooted software on a daily
basis and gave customer service to internal and external customers.
 Created over 100 tickets per week
 Serviced over 100 calls per week (serving 6 different locations)
 Supported all internal hardware and software campus-wide (1000+ users)
 Received training on Internet Networks, System Administration, and Information Security
Kirkland Nail & Spa, Kirkland, WA August 2011 - August 2012
General Manager (Part time, while attending high school)
 Made and tracked Nail Technician work schedules
 Tracked a daily rotation of customers for each Nail Technician
 Created appointments and took calls
 Cashier
 Customer Service
Education
Year Up Puget Sound March 2014 - Present
Technical Support and Business Intelligence Certificate (Expected to graduate Jan. 2015)
 National one-year career development program with 250 corporate partners. The program includes
college-level courses, professional training, and a six-month internship
 Selected as one of 80 students out of (400) applicants for the 2014 class
 Course work: IT Comp, IT Fundamentals, IT Apps, Quality Assurance, Professional Skills, Writing &
Development, Business Communication
Bellevue College 2012- Present
Associate Degree candidate - Information Systems
Juanita High School 2008-2011
High School Diploma