Desktop Support Service

Paul Nguyen

**** ******* **** *****, *** Jose, CA 95131

Cell: 650-***-****

********@*****.***

Summary

Customer-focused Desktop Support with +10 years of experience with a broad spectrum of computer operating systems applications and hardware. Exceptional customer service and communication skills; consistently conveys competence and concern to end users. Strong ability to effectively multitask and to perform with a sense of urgency for rapid issue resolution.

Highlights

Troubleshooting proficiency

Documentation & reporting

Exceptional telephone etiquette

Microsoft Office expert

Experience with Cisco networking

Accomplished with mobile devices

Strong understanding of TCP/IP concepts

Patient and diligent

Vast technical knowledge

Effective problem solving skills

Experience

Sr. Desktop Support/System Administrator 09/2016 – Current

L3 Technologies San Carlos, California

oProvides initial triage and response for incoming helpdesk tickets and calls.

oIdentifies, diagnoses, and resolves problems for end-user computer software and hardware, network, Internet and technology.

oPerforms one-on-one end-user problem resolution over the phone and in person.

oResponsible for the day-to-day maintenance of the local/wide area network, including Windows-based operating systems, Exchange/Outlook email administration, network hardware/software, firewall and end-user support.

oInstalls, configures, and maintains the organization's LAN servers and workstations. Acts as primarily division interface with network service providers and provides internal Qo5 network throughout analysis and optimization using switch performance reporting/metrics.

oSupports schedule maintenance, backup and disaster recovery for IT infrastructure including data center environmental and backup power. Maintains the organizations local/wide area networks including products and recommends use of new products and services to improve efficiency and resource utilization.

oMaintains IT department policies/procedures documentations and manages software licensing to ensure compliance to corporate policies.

oDevelops and present training to user personnel on network security best practices and application user level configuration options.

Sr. Desktop Support/System Administrator 10/2015 – 09/2016

Saba software Inc. Redwood City, California

oExchange to Office 365 cloud migrations.

oResponded to requests for technical assistance in person via phone and remotely for the following technologies: Windows and Mac OS based end points (Laptops Desktops & Thin Clients) Tablets & Smartphones (IOS & Android) and Microsoft Office

o

oService and support desktop computing technology for the various business units at SABA HQ, including installation, repair, replacement and warranty of software and hardware.

oCustomer-service oriented and proactive in anticipating and resolving problems. Maintains a high degree of customer service for all support queries and adhere to all service management principles.

oExtensive experience with desktop hardware (Dell Latitude series), software applications, operating systems (Windows 7,10 and X OS) and network connectivity. Troubleshoots and fixes any hardware and software issues.

oEscalation point for Managed Workstation issues and/or end user tickets.

oMonitor and utilize the service desk ticketing system to resolve client issues in a timely manner.

oPerforms systems maintenance, upgrades, capacity planning, and administration for SABA HQ Servers.

oRecommendation for hardware upgrade.

Service Delivery Management 03/2007 – 10/2015

Cisco System Inc. San Jose, California

oIT Service Management

oProvide common integrated service management capabilities for consistent service delivery and an improved client experience

oStreamline service capability delivery to provide additional services with fewer resources.

oOptimize Cisco IT Service Strategy to reduce costs and continuously improve operational excellence

oProvide transparency into IT Services, data, and dependencies for improved decision impact analysis

oManage Service- Cisco PC hardware: laptop Hotswap, Laptop Reimage, break fix

oNetwork connection issue, Domain password reset, Softoken Re-Key.

oSetting new image, Laptop, Standard Cisco software

oConnectedBackup: Backup configuration, Bitlocker FileVault,

oManaging Technical Support Center: Level 1 Tech and Level 2 tech support Windows/Mac general issue, Hardware level 3 escalation.

oManaging Depot Center: Break-Fix, Repair, and Lenovo, and Apple warranty

oManaging Hands and Eyes Support service.

oMetrics report

oVarious projects to improve the process and drive down cases.

IS Engineer 12/2004 – 03/2007

WebEx Communications Inc. San Jose, California

o24/7 standby for support of clients’ network, VPN, Dialup issues.

oResponsible setup Users account, Exchange email account, WebEx account in AD.

oResponsible for installing Blackberry, PDA (iPAQ, Palm).

oInstalled, configured, and administered Windows NT and Windows 2000/2003/2005 with Raid system on Dell PowerEdge.

oResponsible for all Dell Laptop/Desktop and administration for Windows NT, 2000, XP, and Vista.

oInstalled, configured, and managed Print/File server.

oManaging lease and service contract for printer vendor like Oce, Xerox and HP for multiple sites in US.

oResponsible for Ghost server and imaging.

oSet up, configure and troubleshoot hardware, software and peripherals.

oProvided technical support with full responsibilities for set up, install and support end user.

oAnalyze customer needs and determine hardware and software requirements for process improvement.

oLead Desktop Support team of ten.

Network Engineer/Server Administrator 11/2003 – 12/2004

Hyperion Solutions, Santa Clara, California

oResponsible for Exchange 5.5/2000 Environments.

oResponsible for overall architecture and administration of company network (Formerly BRIO) base on Windows NT and Windows 2000/2003.

oWorking knowledge of Active Directory Windows 2000 and 2003 (using Aileta Tools).

oManage broad range of servers (IBM, Dell, HP, and Compaq) DNS, WINS, DHCP, Exchange 5.5/2000/2003, and IIS.

Network Engineer/Server Administrator 03/2000 – 11/2003

Brio Software, Santa Clara, California (Merged with Hyperion Solutions on 11/2003)

oDesigned, implemented and administered corporate IT infrastructure.

oInstalled, configured, and managed various networking devices including Router (Cisco, OpentRoute Network), Switches (Lucent Cajun)

oManaged Brio Network Security Policy.

oInstalled, configured and administered MS Exchange 5.5/2000 mail server and MS Outlook Web Access Server.

oManage Windows 2000 Design and Domain Migration.

oDesigned, implemented and managed data backup system using Veritas and SyncSort.

oInstalled, configured, and administered Windows NT and Windows 2000 with Raid system on Dell PowerEdge, HP NetServer, Compaq Proliant servers, and IBM xSeries.

oInstalled, configured, and managed Cybex Switching system.

oInstalled, configured, and managed Print/File server.

oConfigured DHCP and DHCP relay agent, WINS Primary/Secondary, WINS NT Trust between sites, DNS Primary/Secondary, Host/LMHost.

oInstalled, configured, and managed FTP servers.

oEstablished site-to-site VPN tunnel between remote sites.

Certifications

CompTIA A+/MCSE

Microsoft Certified Professional (MCP)

AdvanceX Desktop Support Specialist

Mastering Internet Security Workshop

ITIL Training

Building Cisco Multilayer Switched Networks-6500. (BCMSN-6500)

Configuring BGP on Cisco Routers (BGP) v3.0

Cisco Advanced Catalyst 6500 Switched Network (CACSN)

Apple Certified Mac Technician

Other

US Citizen

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