Technical Support Tier 3

RANDY TRAN

PROFESSIONAL SUMMARY

●Tier * Help Lines Technical Support User Training.

●Software/PC/LAN Troubleshooting CCNP A+ 2009.

●Innovative technology professional with extensive hands-on experience in a variety of technical environments.

●Driven and stimulated with a work hard mentality. Enterprise level cloud application testing, training and support.

●Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.

●Consistently praised for communicating effectively with both technical and nontechnical users.

●Known for excellent problem-solving skills and patience in dealing with frustrated users.

●Desktop administration for all Microsoft Windows platforms.

●Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed

TECHNOLOGY PROFICIENCIES

●Software: MS Office (Word, Excel, Outlook, Access) [Windows and Macintosh versions] instant messaging software; VMware applications, Intel Unite, SCCM, LDAP(account modifications), Service Now

TeamViewer, Screen Connect, Microsoft Windows Remote Desktop (RDP), SolarWinds, Avaya, BIOS (to stage for imaging)

●Browsers: Internet Explorer, Firefox, Chrome, Safari

●Call-Tracking Tools: Remedy, ConnectWise

●Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Android/iPhone/iPad, Modems, Citrix adapters

●Networking: LAN & VPN/Remote Connectivity, TCP/IP

KEY SKILL

Technircal Troubleshooting

●Hardware Configurations

●IP Printer management

●Software Installs

●LAN Connectivity

●Hard-drive cloning/deployment

●Phone & Online Support

●Client/Server Models

●Preventive Maintenance

●User Training/Support

●Customer Service

Complaint Handling

PROFESSIONAL EXPERIENCE

LaUSD

August 2020 – November 2021

Helpdesk –remote (Contract completed)

●Systems, Applications, Network support

●IPhone and iPad support

●Office365 support

●Chrome book support

●Documentation curation

SouthlandCreditUnion May - Jun 2020

Deskside Support Contract (Contract completed)

●Post Windows 10 migration support (banking specific application set up and access troubleshooting)

●VoIP support (RingCentral and LDAP integration)

●Supported all 6 Southland locations in southern California

Pimco/Statestreet Apr - May 2020

Staging Technician(Contract completed)

●Used BIOS to stage devices for migration

●1Imaged VDI devices using Pixxy

●Curated training rooms for trade associates

●Set up trade floor outlines because of the COVIT 19 requirements

●Imaged new laptops for employees to take home and work

●Installed all enterprise approved application from enterprise subnet

LA County Mar 2020–April r2021

Voting Support Technician (Contract completed)

●Deployed SmartMatic ballot boxes and voting machines to voting center around Los Angeles

●Deployed Apple iPad’s for users that decided to start their voting process outside the voting centers

●Supported voters on voting day(s)

●Took all hardwares down and back to their respected depots.

Irvine Water District Feb 2020

Migration Technician (Contract completed)

●Migrated new Dell Laptops from Microsoft Windows 7 to Windows 10

●Used Pixxy for the migration process

●Used SharedDrive to migrate files onto new machines

●Used Pixxy to deploy Citrix settings for contractors

Unisys Sep 2019- Nov 2019

Migration Technician//Printer Technician (Contract completed)

●Windows 7 to Windows 10 migration using SCCM.

●Break-fix all HP desktop/mini desktop PC's.

●Moved and configured/installed all new network printers across all AAA sites in Southern California.

●Provisioned and fixed LDAP issues that were present in the migration process.

Experian

Jun 2019- Sep 2019

Migration Engineer(Contract completed)

●Break-fix all Dell laptops.

●McAfee security recovery; user and machine

●Used Bluecat to assign static IP's

●Windows 10 deployment from SCCM/Image from server

●Configured all Avaya deskphones and extensions for new hires

Towerjazz Oct 2018- Mar 2019

IT Technician(Contract completed)

●In charge of setting up new Windows PCs for deployment

●In charge of setting up new Windows Laptops for deployment

●Configure Putty to emulate a terminal used to connect to Operations Servers

●Calibrated all peripherals matching the needs of the user’s team

●Talked to Israel (parent company locations to get certain access for the user

●Terminated certain ports in the network closets

●Curated network cables depending on the specifics/requirements of the master machine

AAA, Costa Mesa, CA Nov 2017- Oct 2018

Helpdesk Supervisor(Laid off)

●Supported all Active Directory maintenance (password creation, password unlock, password reset)

●Supported all mobile phone problems especially with connectivity/privileges

●Supported mobile devices to work with Intel Unite boxes for broadcasting/streaming in meeting rooms

●Install corporate programs (Windows\Macintosh) and applications from repository drive

●Mapped printers and other perpetuals

●Traditional office networking rate and franchise locations

●Active Directory password resets

●Phone support for all ARP incidents

●Supporting and troubleshooting basic networking issues

●Responsible for handling tier I & II tickets providing Technical/Helpdesk and Application Support

●Introduced Agile XP training for Insurance and ESR agents/managers *

COMPUCOM, ORANGE COUNTY, CA May 2017- Aug 2017

Certified Project Supervisor(Contract completed)

●Supported various Target locations with their NCR equipment (POS, Printers, Registers)

●Supported various T-Mobile locations refreshing REMO and TEMO (software refresh and network refresh for internal iPad and iPhone 5/5s)

●Supported various The Home Depot locations with issues on deinstalling printers and work stations

COX Business, Foothill Ranch, CA May 2016- Jan 2017

Application Support Tier 2 (Laid off)

●Effective troubleshooter, adept at solving problems rapidly.

●Strong knowledge of network hardware including servers, routers, and other computer devices.

●Scheduled, coordinated and deployed server updates and preventative maintenance with limited downtime.

●Expert in network security protocols, anti-virus and firewall configuration.

●Proven ability to integrate old systems and databases with new software applications and advanced technology.

TEVA PHARMACEUTICAL USA

May 2012 - Dec 2015

Jr. Technical QA Tester

Front End Developer

CBeyond

January 2007 - December 2012

●Responsible for managing and maintaining local area network equipment.

●Provided technical support and troubleshooting for both hardware and software issues.

●Performed the tasks of making ongoing recommendations of network policies and standards.

●Assisted in configuring assessments for routers, switches, network appliances and host.

●Supported and guided team members in resolving problems using lab equipment.

●Followed standard operating procedures in order to perform routine network changes upon management request.

●Maintained system and network availability and monitoring of services.

Career Summary:

●8 year’s work experience as a Helpdesk/telecom assurance engineer.

●Proven ability in forming and directing effective QA programs.

●Effective in working in a cross cultural environment.

Areas of Expertise:

●Communication skills

●Product development

●Product testing

●Operating System

●Presentation Skills

Responsibilities:

●Responsible to develop and implement quality assurance plans

●Responsible for functional test planning and co-ordination

●Monitor testing progress

●Work with test coordinators to ensure tests are implemented accurately for the improvement of the product

●Promote co-ordination of quality assurance activities

●Responsible for strategic planning and program development

Achievements:

●Assurance of Line Clearance For Manufacturing And Packing.

●Assurance of A Through Manufacturing Process And Final Packing of Drug.

●Assurance of Equipment Cleaning.

●Assurance of Drug or Product As Per Its ‘Master Formula’.

●Assurance of Any Physical Tests of Drug or Product

EDUCATION & CREDENTIALS

●CAL STATE UNIVERSITY FULLERTON, Fullerton, CA

oMagna Cum Laude in Computer Information Systems and Business Marketing BA, 2007 to 2012

●Certified Cisco Network Professional (CCNP), 2020

●Certified Cisco Network Associate (CCNA), 2015-2018

●Microsoft Certified Desktop Support Technician (MCDST), 2010

●Responsible Engineering Authority, 2009

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