Desktop Support Active Directory

Tuan A. Tran

**** ********* *****, **** * • Highlands Ranch, CO 80129 • ******@*****.*** • 303-***-****

Qualifications Profile

Highly competent Information Technology Professional with over 15 years of experience leading, developing, administering, and supporting a broad range of operational and functional system needs.

Expertise in overall systems operations, including design/implementation, desktop support, network administration, and helpdesk analysis.

Readily adapt to changing environments and grow with new technologies to surpass expectations.

Energized by technological challenges and display a steep learning curve.

Key team player with superior analytical, problem-solving, and communication skills.

Willingness to travel.

Core Competencies:

Technical Leadership

Software Deployment

Documentation

Network Design

Project Management

User Training & Support

System Implementation

System conversions

Technical Mentoring

Technical Background

Platforms: Novell Netware 4.x/5.x/6.x/OES (eDirectory), Microsoft Windows Server 2000/2003/2008/2012 (Active Directory), Microsoft Windows XP/Vista/7/8/10

Software: Microsoft Office Suite, Microsoft Office 365, Microsoft SQL Server, Google G-Apps, Novell GroupWise, Novell BorderManager, Novell Zenworks for Desktops, Symantec and McAfee Antivirus, Symantec Ghost, Symantec System State Recovery, Veritas Backup-Exec, Citrix Metaframe/Presentation Server, VMWare Workstation/GSX, Oracle Virtual Machine (XEN), Microsoft Hyper-V

Hardware: Dell Optiplex Workstations, Dell PowerEdge Servers, HP/Compaq Proliant Servers, Sun Fire X4100/X4170 Servers

Certifications: ITIL Version 3 Certified

Certified Novell Administrator (CNA) Netware 6.x

Technical Background (Certifications) continue

Microsoft Certified Professional (MCP) Windows Server 2003

Professional Experience

ORACLE AMERICA INC 2/2007 – 4/2016

Senior IT Consultant, 6/2015 – 4/2016

Member of Oracle’s Managed Customer Solutions Windows Support team. Responsible for support and

troubleshooting tasks ranging from user login/membership, group policies, performance tuning of

servers, and result cause analysis (RCAs) within an enterprise Active Directory environment consisting of

5000+ Windows servers.

Senior Systems Administrator, 2/2007 – 6/2015

Member of Oracle’s Managed Customer Solutions Server Provisioning team. Serve as primary Windows

team lead for the Server Provisioning team. Responsible for testing, troubleshooting, and

documentation of Windows OS deployment process for global OMCS environment consisting of 7

datacenters worldwide.

Key Achievements:

Streamlined OS deployment process by scripting and automating installation of applications and Windows OS.

Helped develop configuration standards for new products deployed to Windows On-Demand environment.

COLORADO ACCESS, Denver, CO 6/2005 – 10/2006

Systems Administrator, 12/2005 – 10/2006

Serve as primary administrator for Novell Netware/eDirectory environment and secondary for Windows and Linux environments. Responsible for the design and implementation of all Netware/eDirectory related services and the administration of GroupWise 6.5, iChain 2.3, Zenworks for Desktops 7, and Citrix Metaframe XP/Presentation Server 4 environments. Serve as Tier 2 support for desktop-related issues.

Key Achievements:

Migrated print environment from NDPS printing to iPrint environment.

Repackaged legacy applications using Zenworks AdminStudio for automated deployment via Novell Application Launcher (NAL).

Installed and configured Citrix Presentation Server 4 and Web Interface for integration with eDirectory and ZenWorks.

PC Technician, 6/2005 – 11/2005

Serve as Tier 2 support for escalated desktop-related issues from lower-level PC technicians. Charged with task to improve existing Zenworks for Desktops environment to improve productivity and efficiency of helpdesk staff.

Key Achievements:

Reconfigured Zenworks policy packages and eDirectory placement for more efficient browsing and easier management.

Created new standardized base PC image incorporating Microsoft’s sysprep imaging process. Also deployed Zenworks PXE solution to improve PC deployment time.

COLORADO DEPARTMENT OF AGRICULTURE, Lakewood, CO 4/2005 – 5/2005

Contractor

Create and deploy PC images to new PCs.

BOULDER CORPORATION, Boulder, CO 9/2004 – 2/2005

Technical Support Engineer

Provide a wide-variety of IT consulting services ranging from server configuration/management to desktop configuration/management for a variety of clienteles.

Key Achievements:

Configured a Novell Zenworks for Desktops management solution to integrate into an Active Directory environment.

Assisted in the planning and migration process of a company’s system infrastructure from Novell’s eDirectory to Microsoft’s Active Directory.

IHS ENERGY, Englewood, CO 4/2002 - 9/2004

Microcomputer Specialist II

Serve as driving force and global lead tech for major system-related project (Zenworks for Desktops) as well as local technical lead for desktop support. Partner with systems administrators worldwide to implement Zenworks for Desktops to all global sites and roll out new desktop software. Ensure local user community remains informed of any desktop-related changes, issues, and/or situations. Charged with all Zenworks for Desktops administration tasks, delivering high level of service to Englewood campus. Engage in troubleshooting and diagnostics to rectify desktop-related issues. Coach technical support team members on proper resolution of desktop problems and application of Zenworks desktop support tools.

Key Achievements:

Elevated helpdesk team’s productivity and efficiency by deploying Zenworks for Desktops.

Automated deployment of critical Microsoft OS patches by suggesting and implementing Microsoft’s Windows Update Services.

Improved operations by configuring and implementing new application deployment methodology, new desktop imaging process, and new desktop patch management process.

Served as primary support for executive level employees.

RESOURCES TRUST COMPANY, Englewood, CO 9/1997 – 4/2002

Systems Administrator, 8/1999 – 4/2002

Directly accountable for all systems engineering and administration for Investment Manager Services (IMS) division. Served as second-tier desktop support resolving escalated user issues. Delivered effective presentations of new project plans and feasibility analysis to IT manager. Effectively conveyed systems-related revisions to IT and Operations managers. Administered activities of four Netware servers, one HP-UX Unix server and one Citrix Winframe server. Documented tactical and logical network infrastructure; daily administrative tasks; and back-up and recovery procedures. Maximized desktop support team’s effectiveness, providing training on overall daily systems administration tasks.

Key Achievements:

Facilitated management activities and improved network security by recommending and redesigning Novell NDS/eDirectory tree.

Boosted security and customer confidence by proposing and instituting SSL encryption plan for Web-delivered data.

Reduced costs by executing system upgrades and migration that had been previously done by external consultants.

Converted network from IPX to TCP/IP, utilizing new networking technologies to ensure IMS remained up-to-date with industry standards.

Configured and implemented Novell Bordermanager 3.5 Services and Novell Groupwise 5.5.

Desktop Technician, 9/1997 – 8/1999

Rendered full range of desktop support services, effectively interacting with end-users to resolve routine and unusual problems. Provided step-by-step analysis, diagnosis and troubleshooting to correct desktop

operating systems, software, and hardware malfunctions. Supported external Website for client users. Built clone PCs from the ground up. Responded to, tracked, and closed out trouble calls in a timely manner. Closely monitored and logged PC and server inventory levels and selections.

Key Achievements:

Mentored by system administrator on daily system administration tasks.

Increased user productivity by providing training on new software releases.

Educational Background

B.S. Computer Information Systems and Business Management

Metropolitan State College of Denver, CO

Contact this candidate