Customer Service Engineer
Resume:
Tam Le
******@*****.***
Summary
With nine years of experience in the technical field with solid foundation in technical implementation and IT strategy.
Problem solver with advanced technical knowledge who excels in challenging situations. Thoroughly experienced in
effectively handing many projects and deadlines simultaneously.
Education
Florida Metropolitan University
Masters of Business Administration * January 2005
Florida Metropolitan University
Bachelor of Science – Computer Information Science * May 2003
Security Clearances
• Secret Clearance (DoD), Active
• Public Trust (Department of Veterans Affair), Active
Professional Experience
December 2012 – present
Actionet Inc., Vienna, VA
Sr. Systems Administrator
• Oversee support and development activities for (AHRQ) Agency for Healthcare Research and Quality
• Serve as the primary point of contact to the customer: prepare and deliver status reports to all open actions on
AHRQ project
• Integrate and implement server solutions and server components such as proxy servers, web servers,
application servers, database servers, directory servers, core infrastructure services (Proxy, DNS, SSH,
SMTP, etc), and others
• Perform system administration, configuration, and support for 20+ RHEL5/6 servers
• Perform database backups, network checks, and website monitoring
• Responsible for the backup/recovery of all Linux systems, using Symantec NetBackup.
• Provide Tier III technical support for company headquarters location serving over 1200 customers in offices
across the country
• Build/rebuild Windows servers and configure related network/disk systems
• Install system updates and patches on servers and desktops
• Hands-on experience with latest Microsoft Back Office Server Products
• Strong experience with application and server administration and infrastructure including routers, switches,
SANS, and servers.
• Answer telephone and e-mail inquiries by end users for assistance with computer related issues/requests.
• Track tickets until completion and maintain data in several databases
• Provide network administration, configuration, installation, maintenance, repairs, and upgrades
• Provide desktop/server/printer installation and maintenance, email, network file storage and backup,
hardware/software installation, maintenance, and day to day end user support
• Perform firewall and intrusion prevention and detection management and maintenance to include planning,
implementing, maintaining, repairing, upgrading, configuring, and documenting
• Research and provide purchase order quotes (from vendors) for all outstanding software licenses and new
hardware/servers
• Develop Service and Operational Level Agreements (SLAs/OLAs) for providing appropriate service
support during normal business hours and monitor/restoration support outside of normal business hours
and/or under a 24x7 support model
• Install and maintain complex networks that typically link numerous computing platforms, operating
systems, and network topologies across widely dispersed geographic areas
• Provide basic troubleshooting services for VoIP
January 2010 – December 2012
Veterans Enterprise Technology Solutions, Inc. (VETS, Inc.), Frederick, MD
Senior IT Engineer Analyst
• Responsible for maintaining IT infrastructure including server hardware, VMware environment, data storage,
switching and routing, backups, email, firewall, spam filtering, AV, VPN, mobile devices, VOIP systems,
network monitoring, and all Microsoft technologies.
• Provided on-site customer support for a user base of more than 100 professionals, as well as, a transient user
base through the Veterans Affairs Acquisitions Academy (VAAA) training facility and conference center
• Major tasks include account administration through Active Directory, installing PKI certificates, maintaining
printers, copiers, label makers, and scanners; setup and administration of MS SharePoint 2007 websites and
information portals, imaging new or malfunctioning equipment with WDS, and provide training for VPN
• Written technical documentation and create infrastructure diagrams in compliance with Systems Development
Life Cycle (SDLC) and Certification and Accreditation (C&A) requirements to ensure accurate up-to-date
SDLC and C&A artifacts
• Tracked all support requests through United Service Desk (USD) and provide weekly activity reports.
• Analyzed business requirements and review/produce specifications for any new/change to SharePoint
• Perform a combination of duties: phone support, desktop technical support and diagnosis/repair
• Reviewed proposed changes to the client operating environment; suggest resolutions that are most likely to
be use on a regular basis; perform account management to clear duplicate and outdate entries; and
recommend purchase of tools and technologies to improve responsiveness to customer requirements
• Automated the VAAA Registration system through MS SharePoint 2007 to reduce the amount of human data
entry necessary to complete the student enrollment process
• Supported the use of audio-visual equipment (VTC) in all conference rooms and training rooms
• Provided support and installation of PKI for Blackberry devices across every major service carrier.
• Researched and recommended hardware and software development, purchase, and use.
• Recorded and maintained hardware/software inventories, site and/or server licensing, and user access
• Installed, configured, and upgraded desktop hardware and peripherals to include; network cards, printers,
modems, mice and add-in boards
• Updated desktop software including, but not limited to, Microsoft Office, Lotus Notes, Adobe and other
applications.
• Installed new laptops, desktops, thin clients, printers, smart phones and black berry devices and other
peripheral along with maintaining and enforcing hardware policies and standards.
• Supported the use of operating systems and software applications including, but not limited to, Windows 7, &
XP, Office 2007 & 2010 detail oriented, VMware, Citrix, and Adobe Reader & Standard applications
• Setup and maintained user accounts in Active Directory. Support the use of Windows Group Policies and
Active Directory Organization Units (OUs).
• Worked as a team member with other technical staff, such as networking to ensure connectivity and
compatibility between systems
• Managed and maintain standard desktop images (Windows 7 / Windows XP) and installations
• Directed delivery of Windows 7 migration including the configuration of workstations, laptops, hardware,
printers, print management tools and print servers.
• Provided technical support services for desktops, laptops, file/print servers, and networks
• Set up and tested conference rooms with phones, laptops, projectors, video teleconferencing (VTC), and other
equipment as needed
• Developed user training materials for new software and IT equipment that is used at VAAA and CAI
• Recommended systems modifications to reduce user problems along with conducting research on new
technologies or products.
August 2009 – January 2010
Vector Planning Services Inc. (VPSI), Fairfax, VA
Senior Systems Analyst
• Maintained the SPS system computing environment, maintain data backup and recovery services, respond to
user system performance complaints and system error messages, and help maintain SPS system automated
interfaces to external stakeholder systems
• Provided PD2 product consulting services and expertise to answer users’ functional and technical questions
related to the use of the PD2 product and processes
• Supported SPS and business process-related meetings as requested, and perform actual contract migration
• Maintained the SPS system technical architecture with respect to data and networking inbound connections to
SPS from feeding systems, as well as outbound connections from SPS to external government and corporate
systems
• Performed all SPS/PD2 related software installations, upgrades, same platform database migrations and cross
platform database migrations (Windows and Unix Operating Systems)
• Utilized SQL scripts, ad-hoc reports (SQL and COGNOS), database management, system administration,
research, and government contracting expertise to aid customers
• Communicated with clients to identify needs and evaluate alternative business solutions
• Accountable for SOP creation and modification for all users
• Acted as an Information Management and Delivery liaison with clients
• Ensure all required system and user documentation is created accurately
• Worked with client end users to conceptualize and document new software release/upgrades or reporting
• Wrote technical and business documentation (including training manuals)
May 2008 – March 2009
CACI Inc., Fairfax, VA
Business Systems Analyst II
• Provided technical and functional consulting/support to the Army SPS (Standard Procurement System) user’s
community.
• Provided System Administration support of the client's use of Procurement Desktop-Defense (PD2), PRweb
and the overall Standard Procurement system suite. This includes the following: installation of PRweb,
upgrade of PRweb, resolved critical PD2, Adapter, PRWeb, and COGNOS operational issues.
• Created and updated of Customer Service Team/PRweb documentation as needed, responsible for
implementation deliverables to client, provide functional and technical guidance to team members,
coordinated with the various SPS teams on PRweb functional and technical issues, documented process
flows during implementations to be included in client deliverables, as well as train new and existing users
• Analyzed and revised existing system documentation as necessary
• Developed or modified procedures to solve moderately complex problems within information systems
• Analyzed business and user needs, documented requirements, and revised existing system logic difficulties
• Acted as a technical/functional resource for the Customer Support Teams
• Provided guidance to less experienced Business System Analysts along with support of onsite personnel
• Troubleshooted issues ranging from functional/technical walk-through assistance to database manipulation
using SQL advantage and re-installations of SPS components
• Troubleshooted webMethods and Adapter issues by methods such as researching error logs, identifying the
component with errors, and resolving by reconfiguring connections and resubmitting incoming data
• Extensively document all communication with client using Siebel customer support software
• Interfaced with multiple levels of users, management, and technical staff to provide customer service and
obtain a basic understanding of users' needs
• Planned and designed business processes; assists in formulating recommendations to improve and support
business activities
• Participated in meetings with clients to gather and document requirements and explore potential solutions
• Created design documents and user interface designs depicting the system for presentation to the client as
well as internal programmers
• Created and managed project plans for projects and generate time estimates
October 2005 – May 2008
Nortel Government Solutions Inc., Fairfax, VA
Systems Administrator II (August 2007 – May 2008)
Computer Technician (March 2007 – August 2007)
Deployment Engineer (January 2007 – March 2007)
Systems Engineer (October 2005 – June 2006)
• Worked closely with software engineers and other project team members to successfully test and assess
ongoing development with demanding schedules as well as produce test cases and other projects
documentation
• Tested various components for hardware and software compatibility on Remote Computer Reader (RCR)
• Installed new / rebuild existing servers and configure hardware, peripherals, services, settings, directories,
storage, etc. in accordance with standards and project/operational requirements
• Troubleshooted operating system and software application related problems
• Performed daily backup operations, ensuring all required file systems and system data are successfully
backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off
site as necessary
• Tested software in USPS engineering lab before supporting deployment of actual software to the field
• Troubleshooted any hardware and software related issues within the testing schema
• Scripted program development to automate repetitious procedures
• Monitored and reported on system performance
• Reviewed system performance and took appropriate corrective actions to mitigate application problems
• Provide analysis and support for associated organizations
• Identify and correct data collection issues on servers
• Controlling identity file and database schema changes
• Monitored IOS data flow also created, changed, and deleted user accounts per request
• Troubleshooted and resolve problems (including configuration issues, systems and networking issues)
• Pushed software upgrades, security patches and administrative scripts
July 2007 – December 2006
PriceWaterhouseCoopers L.L.P, Tampa, FL
Information Technology Monitor and Response Associate
• Monitored business critical applications and hardware in a large scale data center environment
• Responsible for identification, troubleshooting, documentation, and escalation of problems and outages for
each server, application, and network component in the US data center, field offices, and WAN
• Configured, program and implement switches, routers, gateways and servers based upon organizational and
client requirements
• Performed advance level troubleshooting, diagnostic and repair for hardware and software on LAN/WAN
• Monitored and troubleshoot various production systems (HP/Compaq/Sun Micro/)
• Alerted and performed initial troubleshooting for any problems occurring on all firmwide production servers at
the Tampa Data Center
• Assisted in updating and correcting documentation and Standard Operate Procedure (SOP) protocols for the
Tampa Network Operations Center (NOC)
• Worked on a third shift schedule, providing expedient and efficient support during overnight hours
• Trained new staff for monitor and response duties in the NOC
• Monitored and maintained functionality of system hardware and database back-ups
• Provided ongoing operational support for database servers, storage area networks, clustering and replication
software
• Configured and maintained database backup procedures
• Troubleshooted application and database issues and system slow-downs, monitor event logs, monitor disk
and server utilization
Computer Skills:
Windows 2000 Server, Windows 7, Windows 2003 Server, Windows 2008 Server Procurement Desktop-Defense
(PD2), UNIX, Linux Fedora, Redhat Linux, Novell Netware, TCP/IP Networking, FTP, HTTP, Internet/Intranet, Cisco
VPN, IIS, Lotus Notes, MySQL, SQL Server, SQL, SQL Advantage, Sybase, webMethods, VMware, VMware vSphere,
Oracle Seibel CRM, WAN and LAN, PD2 Adapter, VAX, Compaq Proliants, SUN/HP and client server environment,
Data Backup, Microsoft Office Suite 97, 2000, 2003, 2007, 2010, Microsoft Project, Microsoft Visio, Microsoft Outlook,
Lotus Notes, LOTUS 1-2-3, Sametime, Clarify, Remedy, Extra (Mainframe), Sendouts, MyTrio, CentreVu, GoldMine, PC
Anywhere, Service Center, Tivoli Network Support, Maestro Scheduling Application, CIM (Compaq Insight Manager),
BMC Patrol, HP Openview, ARCServe Brightstor, MS Terminal Server, NetBackUp, Microsoft Virtual PC, Windows NT,
XP, 2000, Microsoft Office SharePoint Server 2007, Microsoft Windows SharePoint Services 3.0, Guardian Edge
Encryption, Adobe Professional 9.0, Nessus Vulnerability Scan, Commvault, RSA Authertication Manager, Symantec
AV, Microsoft Hyper-V Server 2012, CentOS, Apache, Costpoint, SharePoint administration, VMware ESX 5, MS
Lync,, MS Office 2013
Computer Hardware:
Workstations/Laptops, Printers/Scanners/Copiers (LaserJet and Inkjets), Modems (Dialup/Cable/DSL), Docking
Stations/Port Replicators, Cisco Routers, Cisco Switches, HUBS, Wireless Routers/Networking, Palms/PDAs/Handheld
Devices, Tandberg Video Tele-Conferencing Equipment, Crestron control systems, Smart-board Technologies, ShoreTel
VoIP Digital Telephones, Blackberry Devices, SQL servers, Cisco ASA, Juniper SRX firewall
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