BILL TRAN

**** ******* **** *****, **** Worth, Texas, 76244

Phone: 817-***-****

abiqml@r.postjobfree.com

Summary

To be a part of a highly professional and competitive team dedicated to the

implementation, operation and maintenance of mission-critical

infrastructure. I bring in values to the company:

. Ten years of extensive hands-on experience in network, Windows systems

administration, troubleshooting and repair.

. Ten years of customer service experience; three years plus in

telecommunications and call center

. Six years plus experience leading teams and providing work direction.

Supervised permanent and contract personnel.

. Excellent communication skills with the ability to interface at all

levels. A team player who also can work well independently, fast paced.

Project included:

Created, implemented and maintained the Help Desk process improvement by

wrote the answer's scripts, technical knowledge database and escalation

process to help continuance customer service satisfaction of supporting

over 5000 online students across the country with the staff of 5 help desk

technicians at Higher Ed Holdings in average of 3000 calls per month.

Created and deployed Business Desktop images (used Symantec Ghost

Enterprise) including SYSPREP, RIPREP and unattended to reduce project

timeline, and ensure the images are well deployed meet the systems and

software's spec for new business lines as well as for employees, based on

job function, reducing the time required to install appropriate software on

a new desktop or laptop, from 3 to 5 hours to just 10 minutes.

Technical Knowledge and Skills

Cisco Routers 2501, 2621; Cisco Switches 2950, 3550

Routing protocol: OSPF, EIGRP, IGRP, RIP; Routed protocol: TCP/IP, IPX/SPX

Punch Blocks, Tone Tracers, Repeaters, Modems, CSU/DSU, Professional

Modular Plug Crimper.

VOIPs: 3Com, Cisco, MITEL

Windows Server 2003, 2008; Active Directory, DNS, WINS, DHCP.

Technical knowledge including Windows Client/Server OS, Mac OS, Office

suite; virus protection and personal firewall software including Microsoft

Fore Front, MacAfee, Norton, Trend Micro, CA Security

Professional Experience

AECOM, Fort Worth, Texas 1/2010 - Present

Desktop Support Specialist

. Provided day to day support including troubleshoots, researches, and

resolves technical issues for end users in the local office and remote

access for the remote office users; software installation and training.

. Assisted Network Administrator with installation, maintenance, support

and upgrade of servers, PCs, hardware, software, operating systems,

printers (including copiers, scanners) and Smart phones: BlackBerry,

iPhone

. Provided net backups and recovery via VERITAS backup software

. Created, deployed and maintenance laptop and desktop images using

Symantec Ghost Enterprise

. Assisted Network Administrator to keep up-to-day company inventory

assets; maintained 25% monthly

Higher Ed Holdings, Dallas, Texas 5/2007 - 10/2009

Help Desk Supervisor/Tier III Help Desk Specialist

Sr. Network/Desktop Support Technician

Managed a team of Help Desk professionals. Management activities include

employee selection, ongoing performance management, compensation

administration, education and development, goal setting, team-building

activities and work load via ticket system.

Assess, identify and develop team skills by facilitating and providing

feedback to team members on customer service, and communication skills, in

order to enhance the quality of support and customer satisfaction.

Lead, schedule, coordinate daily work meetings, and projects. Resolve daily

issues of complex scope that impact the team and overall business

objective.

Maintained a high level of employee morale within the team through open

communication.

Developed and enhanced Cooperative interdepartmental relationships and

communications of a broad scope throughout the company.

Demonstrated management basics-planning, organizing, directing, developing

and supervising.

Lead and participate in projects focusing on complex business issues.

Developed and or maintain support plans for new product releases.

Prepared team for product releases, and monitor product related issues.

Served as level III technical support, providing telephone and remote

desktop support for outsource customers with complex issues by resolving or

conferring with the appropriate technical or systems personnel.

Created and maintained a technical knowledge base for our staff.

Respond to the needs and questions of customers concerning their access of

online courses.

Coordinated with production team to help test and verify software changes

before deployment.

Worked with software coordinator to troubleshoot support issues, and test

associated fixes within Agilix software.

Provided day to day end users support (internal) including hardware brake-

fix, software installation and training.

Setup new users and maintenance them in Active Directory and Exchange

server

Installed, configured and maintained workstations, servers, and networking

equipment.

Troubleshoot hardware and software related issues on servers and

workstations.

Provided weekly backup for servers.

Configured, rerouted and modified telephone extension in Inter-Tel.

Sub-Contractor - CompuCom, Dallas, Texas 3/2007 - 5/2007

Onsite Network Technician

Provided network equipment upgrade and installation of Cisco switches,

routers and HP UPS for Wachovia banks at multi locations in Texas.

Conference call to command center to configure, and testing Cisco

equipment.

Installation and testing Cisco VOIP phone with Call center support

engineer.

PCN Services, Fort Worth, Texas 7/2005 - 3/2007

PC Support/System Administrator

Provide IT support for small business including server monitor, daily

backup, restore, active directory, DHCP server, virus installation and

update patch management.

Upgraded, designed, and maintained Network equipment including Cisco

switches and router for small business.

Home PCs support as wireless networking, troubleshooting and repair, virus,

spyware scan and removal, data backup and restore.

Aftermarket Technology, Fort Worth, Texas 4/2000 - 7/2005

Lead Desktop Support/LAN Administrator

Desktop Support

Support network of over 900 PC's, processing 43,000 orders a day with less

than 24 hours lead-time with 99.8% shipping accuracy as FedEx's 5th largest

volume customer.

Provided ongoing IT support for end-user through phone call or Track-it

ticketing systems.

Expertise in successfully migrating facilities to a Windows 2000

environment supporting an Oracle implementation utilizing McHugh warehouse

management systems and measured by mutually agreed upon business metrics.

Initiated and implemented project Timelines, Task Lists, Daily

Issues/Exceptions reports which streamlined team's workflow, while allowing

desktop team to meet and exceed expectations resulting in reduced cycle

times.

Lead desktop project team in developing and mapping IT process flow to

enable conversion and transmission of Cingular Wireless order information

to ATCIS's proprietary supply chain management system.

Managing network conversion process through Project Timeline of 900 plus

users from present facility to new 700,000 SF facilities, including desktop

layout, hardware, and software requirements.

Initiated and manage process to monitor the removal and addition of all

user rights on domain server.

Expertise in managing support of Active Directory, Terminal Server, print

server, VPN, TCP/IP, DNS, data backup and recovery.

Used Symantec Ghost Enterprise to create and deploy Business Desktop images

including SYSPREP, RIPREP and unattended for employees, based on job

function, reducing the time required to install appropriate software on a

new desktop or laptop, from 3 to 5 hours to just 10 minutes.

Experience in and working knowledge of Wireless 802.11a/b/g Access Points,

VOIP Phone System, and Intermec 2415 RF Keypad Handheld Computer, HP

Desktop and Laptop, Dell Server.

Experience in and working knowledge of Nortel Network and Cisco

Router/Switch.

Negotiated equipment maintenance contracts with local, regional and

national providers.

Initiated vendor managed inventory process to bring information system

vendors and their repair/warranty processes on-site.

Created and maintained company software licenses, PCs, servers, printers

and network equipments base on the asset database.

Neill and Gunter, Portland, Maine 10/1999 - 4/2000

Electrical Drafter and QA Technician

CAD Drafter in large commercial contractor involved in commercial building

development.

Assigned to engineering Redline revision department determining cost

estimates and invoicing.

Provided drawings to engineering group illustrating visual guidelines,

showing technical details of the products and structures, and specify

dimensions, materials, and procedures.

Expertise in completing technical details, using drawings, rough sketches,

specifications, codes, and calculations previously made by engineers,

surveyors, architects, or scientists.

Utilize knowledge of standardized building techniques to draw in the

details of a structure, including my knowledge of engineering and

manufacturing theory and standards to determine design elements, such as

the numbers and kinds of fasteners needed to assemble floor support

mechanisms.

AutoCAD R.14 in electrical design and layout to support a department of

fifty engineers and forty designers.

Managed several projects simultaneously requiring project preparation, and

interface with the engineering, design group and customers throughout the

entire process.

Expertise in both types of structure (residential and commercial), in

materials used, such as reinforced concrete, masonry, steel, or timber and

the cost thereof.

Expertise in wiring and layout diagrams used by architects who erect,

install, and repair electrical equipment and wiring in communication

centers, power plants, electrical distribution systems, and commercial

buildings.

Initiated education in Finite Element methods (FEM), Artificial

Intelligence (AI), Streamline CADD, Symbol libraries, CADD Automation, and

FTP technology.

PRI Automation, Billerica, Massachusetts 7/1999 - 10/1999

Documentation/Drafter Specialist

Created and designed management/document files from AutoCAD R.14

Transitioned, designed, and created Pro/Engineer to CADDIS consistent with

Engineering Change Orders

Initialized plotting of files from AutoCAD R.14 and Pro/Engineer

Managed several large dedicated 3PL building and construction projects,

including documentation and material preparations.

Reduced material costs 20% by streamlining vendor process.

Request for Proposal preparation including determining vendor capabilities,

financial strength, management experience, and past performance measured by

a formalized process that is mutually created and agreed upon with each

customer based on their specific requirements and needs

Professional References

Upon available request

Education

Tarrant County College - Windows Server 2008

Tarrant County College - UNIX Operating System

Techskills - Cisco Certified Network Associate training

New Horizons - Windows XP training

Six Sigma training

New Horizons - CompTIA Network Plus Training

New Horizons - CompTIA A Plus training

Worcester Technical Institute - AS Degree: Computer Aided Drafting and

Design

Phoenix University - Seeking for Bachelor of Science in Information Systems

Professional Certification

Microsoft Certified Professional (MCP)

CompTIA Global IT Industry (Network +)

CompTIA Global IT Industry (A+)

Volunteer

Board Director of Medicine Ministry - College Avenue Vietnamese Baptist

Church

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