Diem Huynh
About Diem Huynh
Diem Huynh is an Information Technology Help Desk professional at the University of Massachusetts Boston, known for achieving an 80% first call resolution ratio while managing an average of 20 calls daily. Huynh holds a Bachelor's degree in Information Technology from the same university, where they also previously worked as a Web Designer.
Work at UMass Boston
Diem Huynh currently works at the University of Massachusetts Boston as an Information Technology Help Desk staff member. Since 2021, Huynh has been responsible for providing technical support and assistance to users. This role includes managing an average of 20 calls per day, achieving an 80% first call resolution ratio. Prior to this position, Huynh worked as a Web Designer at the same institution for six months in 2021, contributing to web development projects.
Education and Expertise
Diem Huynh studied Information Technology at the University of Massachusetts Boston, where Huynh earned a Bachelor's degree from 2018 to 2022. This educational background provided a foundation in various IT concepts and practices, equipping Huynh with the skills necessary for a career in technology support and web design.
Technical Skills and Responsibilities
In the role of Information Technology Help Desk staff, Diem Huynh administers all aspects of Active Directory, which includes creating and managing end-user accounts. Additionally, Huynh developed and implemented an efficient ticketing system to monitor service desk tickets and track incidents, enhancing the overall service desk operations.
Professional Experience
Diem Huynh has accumulated valuable experience in the field of information technology through various roles. The current position at UMass Boston as an Information Technology Help Desk staff member has allowed Huynh to apply technical skills in a practical environment. The previous role as a Web Designer further contributed to Huynh's understanding of web technologies and design principles.