Engineer Management
Resume:
Mau Nguyen
Glendale, AZ **308
http://www.linkedin.com/in/maunguyen ***.*******@*****.***
MESSAGING SYSTEM ENGINEERING ( WINDOWS SYSTEM ADMINISTRATION
Expert systems engineer and administrator with over 10 years of experience
delivering excellent configuration, implementation, and support services
for enterprise applications, systems, and servers. Proven history of
improving efficiencies and cost control via process automation and
reengineering projects. Adept at launching and maintaining business-
critical applications such as Microsoft Exchange and other Anti Virus
Software. Strong track record of swiftly resolving systems issues by
identifying the root cause of the problem and deploying corrective actions.
Able to deliver solutions that increase satisfaction while aligning with
SLAs.
AREAS OF EXPERTISE
Messaging Systems Engineering Project Management
Server and Systems Administration Process Automation
Change Management Systems Upgrade and Migrations
Stabilization & Refresh Projects Root Cause Analysis
Systems Security Service Level Agreements
TECHNICAL SKILLS
Software Microsoft Exchange 5.5 / 2000 / 2003 / 2007, Microsoft
Active Directory, Symantec Enterprise Vault Email
Archiving 2007 / EV 8.0, Zantaz Email Archiving EAS v6.1,
Veritas Cluster Manager, Veritas Backup and Recovery,
Netiq Monitoring for Exchange, Trend Scan Mail, Antigen
for Exchange, Symantec Scan Mail for Exchange, Iron Port
Scan Mail, Stealth Audit Reporting, SQL 2005, Remedy
Incident Management and Change Management, Rexx, SAS
Hardware IBM (servers / tools)
Operating Microsoft Windows / Windows Server (NT / 2000 / 2003)
Systems
PROFESSIONAL EXPERIENCE
IBM, Phoenix, AZ 1999 - 2010
$95B international provider of IT services, solutions, and consulting.
Systems Analyst, Nissan 2004 - 2010
Systems Analyst, Dow 2002 - 2004
Systems Analyst, Honeywell 1999 - 2002
Managed client engagements to provide high-level implementation and support
services for enterprise applications such as Microsoft Exchange, Outlook,
Active Directory, mail routing services, security tools, and database and
server recovery applications. Installed application upgrades and patches
for both business tools and security software. Identified the root cause
of network, application, and server problems, and initiated solutions.
Ensured availability of 24/7/365 user and systems support. Tracked
alignment with service level agreements (SLAs). Monitored servers for
health, performance, and overall security. Documented and managed incident
and change reports.
Mau Nguyen Page Two
IBM (Continued)
. Initiated cross-training sessions within entire team, increasing customer
satisfaction, and effectively administered over 20,000 user mailboxes and
30 Exchange servers for Nissan.
. Documented problems / solutions and created new procedures and processes
which help reduced problems resolved time by 25% and maintained 99.9% SLA
compliance.
. Automated server management and improved server health monitoring via
Stealth Audit.
. Boosted functionality 50% with a 25% drop in costs via the Honeywell
refresh project. Reduced the number of exchange servers from 300 to 100.
. Assisted in transitioning Nissan from Exchange 2003 to 2007, including
decommissioning the Exchange 2003 cluster servers.
. Cut costs 25% while delivering a 50% increase in functionality by
developing, configuring, and testing Exchange servers for the Nissan
stabilization project.
. Honored with the 2000 Service Excellence Award.
ALLIED SIGNAL / HONEYWELL, Phoenix, AZ 1993 - 1999
Aerospace company, now part of the $36B giant Honeywell.
MVS Senior Analyst 1998 - 1999
Coordinated projects to streamline helpdesk operations via automation,
documentation, and new processes. Evaluated existing processes and
identified areas for improvement. Programmed solutions and automation
rules. Deployed changes to systems and processes.
. Reduced expenses and work time by 20% through helpdesk IPL process
automation.
. Streamlined helpdesk operations via reengineered procedural documentation
and Rexx automation rules.
. Recognized with the ACE Total Quality Leadership award in 1999.
Operations Senior Analyst 1997 - 1998
Orchestrated systems engineering operations and projects. Drove continuous
improvement through initiatives to upgrade and enhance existing systems and
services.
. Shaved 20% off time and paper costs by leading development and launch of
the product tape management system for the computer data center tape
library.
. Delivered SAS-language tape management system reports.
Operations Senior Analyst, Helpdesk Support 1993 - 1997
Oversaw MVS (multiple virtual storage) imaging for 15 servers. Deployed
change requests across all environments. Utilized a number of tools to
ensure image health and stability. Coordinated IPL (shutdown / startup)
for MVS images.
. Assured customer satisfaction and functionality by providing
comprehensive support for applications, online functions, peripherals,
and passwords.
FORMAL EDUCATION
Microsoft Technical Education in Business - Microsoft Certified Systems
Engineer (MCSE),
University of Phoenix, AZ
PROFESSIONAL DEVELOPMENT
Microsoft Certified Technology Specialist (MCTS) - Exchange Server 2007
Configuration and Administration
Symantec Technical Specialist (STS) - Symantec Enterprise Vault 2007 and
8.0
EAS System Engineer Certification v6.1, Autonomy Zantaz - Email Archiving
for Exchange
MCITP Enterprise Messaging Administrator (in progress)
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