Ben Tran
Chicago
Summary
Experienced Helpdesk and IT Support Specialist with over 5 years in IT customer service across diverse environments. Expertise includes troubleshooting desktop and laptop issues, VPN/MFA access, and network connectivity. Proficient in managing multi-site user support, documenting tickets, and resolving issues within SLAs while contributing to hardware and software projects.
Overview
1
1
Language
1
1
Certification
26
26
years of professional experience
Work History
REGIONAL IT SPECIALIST
Kunes Country Automotive Management Inc
01.2026 - Current
- Provided onsite IT support across 4 dealership locations for 150 users, troubleshooting desktops, laptops, VPN access, MFA, and application issues to ensure seamless operation.
- Configure and deploy laptops, re-image PCs, set up printers, and support user connectivity in a Windows-based environment.
- Completed re-wiring of RJ45 cables on network racks to enhance connectivity and organization.
- Upgraded network infrastructure by swapping out switches and routers at different sites.
- Troubleshoot network connectivity and Voice over IP with basic Cisco CLI commands like traceroute and ping, and use Fluke testing tool to trace cables, and switches.
- Managed IT infrastructure to ensure seamless operation across multiple departments.
- Developed and implemented security protocols to protect sensitive company data.
PC REPRESENTATIVE
Integrated Store Systems
DeKalb, IL
12.2024 - 12.2025
- Support Point Of Sales software called Pixel Point and LOC for restaurants, bars, super markets and garden centers.
- Delivered quality technical customer service support via phone calls and emails for over 35 clients.
- Maintained Customer servers, workstations with highest up time.
- Installed, configured, and upgraded computer hardware components such as memory, processors, hard drives, motherboards, video cards, sound cards and network adapters.
- Conducted research on emerging technologies in order to make recommendations for upgrades.
- Troubleshoot, diagnose, and resolve calls that are focused on product functionality, connectivity, and product failure. As necessary, use remote desktop management in the customer's system to assist in solving issues.
- Installed and configured computer systems, ensuring optimal performance for users.
- Provided technical support to resolve hardware and software issues efficiently.
LEVEL 2 TECHNICAL SUPPORT
CCC Information Services
Itasca, IL
04.2007 - 12.2024
- Provided first- call resolution in a high -volume helpdesk/call center environment, troubleshooting software functionality, connectivity, remote access, operating systems, wireless, and web-based application issues on Collision Estimating Software.
- Applied technical knowledge in operating systems, software utilization, networking, wireless networks, and remote access software to resolve customer issues effectively.
- Managed multiple tasks efficiently while adapting to changing priorities and support needs.
- Resolved customer support tickets accurately within established SLAs, ensuring timely support and customer satisfaction.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
NETWORK ADMINISTRATOR
Wintrust Financial Corporation
Villa Park, IL
08.2006 - 04.2007
- Created and maintained user accounts, security rights, and groups using Active Directory and Citrix Presentation Console for 20 banks at Wintrust Financial Corporation.
- Implemented Voice over IP technology to improve team collaboration and connectivity.
- Configured, monitored, and maintained routers, switches, firewalls, and other networking devices.
- Set up and configured Voice over IP( Interactive Intelligence)
- Traveled to various locations to implement new technology and infrastructure solutions, improving operational readiness.
- Managed network infrastructure, ensuring optimal performance and security across systems.
- Implemented system upgrades, enhancing network reliability and efficiency for end-users.
CUSTOMER SUPPORT
DealerTrack ,Inc
Downers Grove, IL
08.2005 - 08.2006
- Delivered comprehensive telephone support for Finance Wizard and Desklink, enhancing user experience for car dealers.
- Documented customer issues and solutions in Salesforce, streamlining ticket management process.
- Logged tickets by using a web application called Salesforce.
- Coordinated with product management, engineering, marketing, and customer support teams to uphold quality standards throughout product lifecycle.
- Provided exceptional customer support, resolving technical issues and offering guidance on electronic product usage.
- Provided exceptional customer support, addressing inquiries promptly while maintaining a professional demeanor at all times.
PC SUPPORT SPECIALIST TIER 2
Pampered Chef, LTD
Addison, IL
06.2000 - 02.2006
- Delivered 100% telephone support for Consultant PC software packages and web programs, addressing problem resolution inquiries and ensuring timely follow-up.
- Tracked service support call statistics to aid Manager of Information Services and PC Supervisor in identifying problem-solving trends and implementing preventive measures.
- Guided Consultant PC users (Windows 95/98/ME/2000/XP) in resolving software and web program issues, enhancing user satisfaction and experience.
- Provided technical support for hardware and software issues, enhancing user experience and productivity.
- Configured and maintained computer systems, ensuring optimal performance across all departments.
PC TECHNICIAN
PC Direct, Inc
Glendale Heights, IL
03.2002 - 08.2002
- Worked in computer warehouse environment with various motherboard architectures including Soyo, Gigabits, Asus, PC Chips.
- Assembled a computer system, including selecting and installing individual components.
- Performed system upgrades and component replacements, ensuring optimal performance and reliability.
- Tested computer components for proper functionality before installation or repair to guarantee quality standards.
- I worked in a computer warehouse environment with various motherboard architectures Soyo, Gigabits, Asus, PC Chips.
- Diagnosed and repaired hardware and software issues to ensure optimal system performance.
- Installed operating systems and software applications, enhancing user productivity and system functionality.
Education
Bachelor Degree - Telecommunication Management
DeVry Institute of Technology
Skills
- Hardware upgrades Network administration PC maintenance Network printer management TCP/IP configuration
- Teamwork and collaboration Customer service Problem-solving Multitasking Help desk Wireless networking Remote desktop support Subnetting Network routing protocols
- Network security measures
- End user support
- Analytical thinking
- IT troubleshooting
- Data security
- Active Directory
Certification
A+ Certified, Network +, Microsoft Certified Professional, CCNA
AWARDS
Employee Of The Month/Spot Awards
Languages
Vietnamese
Native or Bilingual
Timeline
REGIONAL IT SPECIALIST
Kunes Country Automotive Management Inc
01.2026 - Current
PC REPRESENTATIVE
Integrated Store Systems
12.2024 - 12.2025
LEVEL 2 TECHNICAL SUPPORT
CCC Information Services
04.2007 - 12.2024
NETWORK ADMINISTRATOR
Wintrust Financial Corporation
08.2006 - 04.2007
CUSTOMER SUPPORT
DealerTrack ,Inc
08.2005 - 08.2006
PC TECHNICIAN
PC Direct, Inc
03.2002 - 08.2002
PC SUPPORT SPECIALIST TIER 2
Pampered Chef, LTD
06.2000 - 02.2006
Bachelor Degree - Telecommunication Management
DeVry Institute of Technology