Pheng Lor

Provide user support for hardware, software, and connectivity; managed Help Desk operations and end-user troubleshooting. Developed training materials, guides, and tutorials to enhance digital literacy and independent technology use. Diagnoses and resolves hardware, software, and connectivity issues. Performs regular maintenance, deployment, and replacement of IT resources and reimages computers and storage devices.

Senior Computer Technician - MATC - Milwaukee, WI

(2026-04)

• Provide user support for hardware, software, and connectivity; managed Help Desk operations and end-user troubleshooting.
• Developed training materials, guides, and tutorials to enhance digital literacy and independent technology use.
• Diagnoses and resolves hardware, software, and connectivity issues. Performs regular maintenance, deployment, and replacement of IT resources and reimages computers and storage devices.

IT Supervisor Retail - Spencer Technologies - Menomonee Falls, WI

(2025-09 - 2026-04)

• Supervise production team and technicians to ensure efficient daily IT operations.
• Oversee deployment, maintenance, and repair of retail hardware, including POS Elo systems, printers, scanners, and peripherals, reducing downtime and improving system availability.
• Provide hands-on technical leadership by troubleshooting complex hardware and software issues, ensuring compliance with SLAs, SOPs, and quality standards.
• Coordinate workflows, mentor techs, and implement process improvements to boost efficiency.
• Oversee project management activities such as triaging hand-held devices, reviewing SOPs and SLAs, and training technicians to improve service quality and consistency.
• Maintain documentation, ensure IT compliance, and stay up to date on emerging technologies.

System Administrator - Delta Medical Systems - Brookfield, WI

(2023-12 - 2025-01)

• Managed enterprise IT infrastructure, including Active Directory, Azure AD, and Office365, supporting HIPAA compliance.
• Oversee virtual environments with VMware ESXi, VxRail, and Veeam backup solutions, ensuring data integrity and disaster recovery readiness.
• Implemented security measures such as MFA, BitLocker encryption, and endpoint protection, reducing cyber risks.
• Implemented Ticketing System to better streamline IT workflow and be more scalable.
• Conducted user training on cybersecurity awareness, phishing prevention, and system best practices.
• Supported VOIP and communication systems including RingCentral and Verizon Business.
• Implement and uphold robust, up-to-date cybersecurity protocols by upgrading to latest FortiClient firewall hardware and VPN client.

System Admin - Ovation Communities - Milwaukee, WI

(2022-05 - 2023-11)

• Administered Active Directory, Group Policies, and Office365 accounts for healthcare staff, ensuring seamless user onboarding/offboarding.
• Managed HIPAA compliance through Azure MFA, BitLocker, and endpoint security solutions.
• Monitored network devices and servers using Lansweeper; mentored helpdesk staff on troubleshooting and security.
• Supported EMR/EHR systems, ensuring optimal access controls and data security.
• Managed mobile devices via Meraki MDM, supporting clinical staff with secure device configurations.

Learning Coach - MPS Volunteer - Virtual

(2021-08 - 2022-05)

• Teach lessons, course activities in areas: Math, Art, PE, Social Studies, Science, Language Arts.

System Admin - Hanson Dodge - Milwaukee, WI

(2018-04 - 2021-07)

• Ensured network security, managed firewalls, VPNs, and endpoint protection for a creative agency.
• Support virtual infrastructure with VMware, SAN, and VEEAM backups, maintaining high availability.
• Administered GSuite, Office 365, Azure, and Volume licensing Agency.
• Manage remote support via TeamViewer, ConnectWise, and Microsoft RDP.
• Manage Immutable offsite backups and Disaster Recovery Plan.
• Technology Innovation & Budgeting: Researched and implemented new technologies aligned with agency goals; tracked department expenses to meet quarterly budgets.

Associates of Applied Science - Web & Software Development - Waukesha County Technical College (2015-08 - 2018-12)

Bachelor of Fine Art - Time Base Media Animation - Milwaukee Institute of Art & Design (2007-08 - 2011-06)