Insurance Computer

Tommy Tran

*** **** ** **** *

El Cajon, CA *****

619-***-**** e-mail: ***********@*******.***

TECHNICAL SKILLS and EXPERIENCE

Proficient in Active Directory, Novell, Exchange, Windows 2000, XP,

Vista, AS400, Goldmine, Citrix, ShoreTel and RSA. Create and maintain

user accounts in Active Directory, Novell, Exchange, AS400, ShoreTel

and Goldmine. Setup and configure, and familiarity with use of MS

Office. Strong troubleshoots, networking and organization skills with

emphasis on attention to detail. Assist end-users in the day-day use

of all supported IT equipments and information resources.

EDUCATION

Coleman College La Mesa, CA October

2001-May 2002

Certificate in Computer Applications and Networks

WORK EXPERIENCE

December 2004 - October 2008

Desktop Support Tech Arrowhead General Insurance Agency

San Diego, CA

Assists staff with Tier2 technical support of desktop computers,

laptops, applications, and related technologies. Support includes

specification, installation, and testing of computer systems and

peripherals within established standards and guidelines. Ensure

desktop computers interconnect seamlessly with diverse systems, file

servers, email servers, computer conferencing systems, application

servers, and administrative systems. Develop and manage desktop

application environment, laptop/desktop emergency recovery strategies,

desktop anti-virus and security. Maintain image files for new computer

setup and recovery of desktop environment due to hardware failure or

disc corruption. Manage and maintain office equipments, include but

not limit to phone, fax, printer, copier, scanner, projector, and

video audio conference. Work with management and end users for special

computer configurations for R&D and LAB applications. Maintain and

monitor LAN, WAN, video, VOIP equipment, troubleshoot network

problems, server room environmental equipment including power, battery

backup and air conditioning.

February 2003 - December 2004 Arrowhead General Insurance Agency

San Diego, CA

Help Desk Administrator

Provide 1st level support and incident handling for LAN/WAN, remote

access, e-mail, phones, installation, troubleshooting and repairing

desktops, laptops, printers, peripheral devices, unified

communications (telephony, voicemail, video, collaborative

applications) as well as common enterprise software and other IT

applications. Support user requests related to user account rights &

permissions, new account creation, reset password and directory

maintenance. Provide effective incident and problem resolution using

highly automated tools and knowledge base systems. Maintain sufficient

documentation of support activities and escalations, updates steps

taken for corrective action, and provides status updates to customers

regarding problem tickets. Initiate appropriate escalation, as

necessary.

July 2002 - February 2003 Arrowhead General Insurance Agency

San Diego, CA

Computer Operator 3rd Shift

Responsibilities include troubleshooting software and hardware

problems, monitoring batch processing, maintaining and improving

system performance and online availability, maintaining all system and

applications, documentation, and assisting personnel with computer

problems. Run system backups, maintaining computer room equipment

including printers and tape storage devices, and providing customer

support. Assist in the training of new Computer Operators and/or new

policies and procedures. Monitor the AS/400 mainframe system, RS6000

servers, troubleshoot all PC's, AS400 terminals, Xerox production

printers in the Distribution center in 24 hours a day, 7 days a week

environment.

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