Customer Service Manager

Tam Nguyen

Email: *********@********.***

Address: **** ****** *****

City: Ventura

State: CA

Zip: 93003

Country: USA

Phone: 805-***-****

Skill Level: Director

Salary Range: $45,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

TAM NGUYEN

1183 Acadia Place, Ventura, CA 93003

Home 805-***-**** * Cell 805-***-**** * *********@********.***

IT SUPPORT / SYSTEM ADMINISTRATOR

Highly motivated and accomplished technology professional with more than 16 years` experience designing, installing, and administering complex networks for global companies; expertise with Windows and Active Directory environments. Excellent troubleshooting and analysis skills, able to quickly and efficiently diagnose and resolve critical issues to minimize downtime and maintain productivity. Maintain network and data security using security appliances and applications to prevent unauthorized access and malware infections. Strong written and verbal skills in English and Vietnamese; effectively communicate with international colleagues, managers, clients, and vendors.

AREAS OF EXPERTISE:

* Network Infrastructure Management

* Disaster Recovery / Backup Planning

* Enterprise AD Environments

* Technical / User Support & Training

* Server / Application Virtualization Solutions

* Network / Information Security

* HW / SW Installation / Configuration

* Upgrades / Migrations / Rebuilds

* File, Mail, Web Server Management

* Advanced Troubleshooting & Resolution

* Routing / Switching / Networking Protocols

* User Access Control / Authentication

TECHNICAL PROFICIENCIES

Platforms: Windows 3.x-8, Windows Server NT-2008, Microsoft Exchange Server, Lotus Domino Server, MDaemon Mail Server, Novell 3.11 / 4.0, Citrix MetaFrame Server, Arc Server

Tools: Microsoft Word, Excel, PowerPoint, Access, Outlook, Visio, SCCM, McAfee Antivirus, Symantec Antivirus, Symantec Backup Exec, Norton Ghost, Active Directory, Forefront TMG, VOP3, Hyper-V, LAN, WAN, VPN, TCP / IP, SSH, SSL, Assemble, C++

Hardware: Dell, IBM, HP / Compaq Servers & PCs, Cisco Equipment, Routers, Switches, ISA Firewalls, Domain Controllers, Retina Network Security Scanner, Smartphones

PROFESSIONAL EXPERIENCE

INTRI-PLEX TECHNOLOGY, Santa Barbara, CA

Quality Control Specialist, 9/2012 - Present

Handle quality control functions for this miniaturized component & system manufacturer. Match parts with move ticket, use microscope to inspect parts for defects, evaluate passed parts with gauge pins, and check hub ID / OD. Identify defects for repair and record recurring defects prior to submitting parts for rework.

Key Achievement:

Quickly mastered new skills and processes to contribute to daily operations.

AKZONOBEL PAINTS VIETNAM LTD. IMPERIAL CHEMICAL INDUSTRIES, Ho Chi Minh City, Vietnam

IT Network Infrastructure Manager / IT Service Assistant Manager, 8/2006 - 6/2012

Technical Scope: Windows Server, Windows Desktop OS, Microsoft Exchange Server, Arc Server, Linux, Word, Excel, PowerPoint, Outlook, Visio, SCCM, Active Directory, McAfee Antivirus, Symantec Antivirus, Symantec Backup Exec, Cisco Routers, Domain Controller, ISA Firewall, Smartphones, Polycom CX500

Retained by AkzoNobel subsequent to acquisition of ICI. Oversaw complex system supporting 400 employees at 12 locations, including of 30 file, email, and Web servers, Domain Controller, firewall, Cisco routers, desktops, routing / switching, network protocols, teleconferencing system, and Enterprise Active Directory Environment. Managed global IT and help desk teams; monitored performance and provided effective mentoring / training to improve skills. Communicated with clients, colleagues, and managers. Led information security and data backup efforts for comprehensive disaster recovery and business continuity.

Key Projects & Achievements:

Directed -Blackbox- Project to build standard desktop and laptop environment based on Microsoft SCCM infrastructure implemented globally.

Led implementation of Symantec Data Loss Prevention (DLP) at corporate headquarters.

Flawlessly migrated email from Lotus Domino to Microsoft Exchange 2007 for 400 users, as well as migration from local vendor to global vendor.

Set up and installed Aruba wireless network system for corporate office and manufacturing plant; previously, set up VPN connecting branch locations to main office.

Interfaced with Internet provider, CPCNet, and Orange Network telecommunications firm to maintain connectivity at 12 global locations.

Worked with Capgemini team to manage file servers, Active Directory, DNS, and DHCP.

Spearheaded, planned, and executed network infrastructure upgrades, including file server, Symantec Antivirus, WSUS, DHCP, and firewalls.

Consistently recognized for outstanding performance with -Exceeds Expectations- ratings; earned 2010 GM Customer Service Award, 2009 Small Miracle Award of Excellence for Specialist Service, and 2006 Q4 Core Value Performance Customer Service Award.

ATI VIETNAM, Ho Chi Minh City, Vietnam

IT Service Manager, 4/2000 - 8/2006

Technical Scope: Windows, Windows Server, MDaemon Mail Server, Citrix MetaFrame Server, Novell, Word, Excel, PowerPoint, Outlook, Visio, Assemble, C++, Dell, IBM, HP / Compaq Servers & PCs, Cisco Networking Equipment, ISA Firewall

Managed 12-member IT Service team providing outsourced IT system support for clients such as PricewaterhouseCoopers, JP Morgan Chase, DSM, Roche Vitamins, LG Vina, Sagawa Express, and others. Continually evaluated new technologies from Dell, Cisco, Microsoft, and IBM to ensure ATI maintained status as Gold Partner. Troubleshot complex issues regarding server and network operations, removed malware, and expanded server hard drive capacity.

Key Projects & Achievements:

Built high-performance team resulting in improved IT service to clients, high degree of accuracy, and increased satisfaction.

Sagawa Express: Installed, configured, and deployed 100+-node LAN / WAN for three locations, Internet connectivity, Auto-loader, MDaemon Mail Server, ISA Firewall, file and Antivirus servers, and server racks and cabinets.

Petronas: Configured site-to-site VPN connectivity using Cisco Routers; configured Citrix MetaFrame Server and shared applications.

Sunsteel: Designed LAN using CPE_LRE Cisco device with Long Reach Ethernet Technology connecting external workshop with main office; installed RJ11 copper cabling and enabled broadband data / voice transmission over same.

Scancom Vietnam: Restored damaged database and built new SQL Server database and Solomon accounting application to allow client to complete year-end reporting.

LG Vina: Replaced RAID 5 hard drive with 8Gb capacity with RAID 5 hard drive with 36Gb capacity.

Insurance Agency Alliant: Troubleshot and identified root cause of server hard drive failure resulting from electrical shock; rebuilt RAID 5 with new hard disk and repaired boot record.

Scancom Vietnam: Promptly addressed and resolved issues arising from Blaster Worm infection causing major disruption to network traffic; restored full access within one hour.

~ Prior experience as IT Manager with TL Computer Shop and Trong Huan Computer Shop. ~

EDUCATION & CREDENTIALS

Faculty of Business Administration, Concentration in Company Administration

UNIVERSITY HCMC ECONOMICS, Ho Chi Minh City, Vietnam

Associate of Science in Computer Hardware and System

UNIVERSITY OF NATURAL SCIENCES NATIONAL, Ho Chi Minh City, Vietnam

Professional Certifications: Microsoft Certified Solutions Associate (MSCA) ~ Microsoft Certified IT Professional (MCITP), Server Administrator on Windows Server 2008 & Windows Server 2008 Network Infrastructure ~ Microsoft Certified Technology Specialist (MCTS), Windows Server 2008 Active Directory Configuration ~ Cisco Certified Network Associate (CCNA) ~ Compaq Certified Service Engineer ~ Microsoft Certified Professional (MCP), Windows Server ~ Certified Ethical Hacker (CEH) ~ Security Certified Network Professional (SCNP)

Professional Training & Development: Windows Server 2008 R2 Virtualization Administrator ~ Planning, Deploying and Managing Microsoft System Center Configuration Manager (SCCM) 2007 ~ ITIL Foundation v3 ~ Securing Networks with Cisco Routers and Switches SNRS Course ~ Technician of Computer Hardware and System ~ Technologies and Solutions in Information Security ~ Ultimate Hacking Class ~ LAN & WAN Technical Training for HP Procurve Networking ~ IBM System x Product Update & Technical Training ~ IBM eServer BladeCenter Technical Principles ~ Hardening the Infrastructure ~ Netserver Core Training ~ Ethernet Switching the Intelligent Way ~ IBM Thinkpad ~ Administering Microsoft SharePoint Portal Server 2003 ~ Microsoft Exchange 2010 ~ Windows Server 2000 Network Infrastructure & Active Directory ~ ISA 2000 ~ Hyper-V ~ ForeFront TMG 2010 ~ Zoomla ~ Building Scalable Cisco Internetworks CCNP Course ~ Implementing Secure Converged WAN CCNP Course

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