Sathikoun (Will) Vongphakdy
**** **** ***** **, *******, TX 76021
Cell 214-***-**** email@example.com
Highly motivated, self-starting team player looking for full-time position that will lead to a fulfilling long term career. Ability to lead effectively, interface with all levels of management. Friendly and professional when dealing with the clients and co-worker; maintain composure during fast-paced, hectic situations.
Grand Prairie HS
Phytel /IBM Watson 02/14 to Current
1.Build, Configure and Maintain over 400 servers, Mission Critical – High Availability servers such as IIS, Apache, Web Servers, SQL Servers
2.Symantec Endpoint Protection Deployment/ Symantec VIP Client – Configured and Ensured security with Symantec Endpoint Protection
3.Dell AppAssure Backup, Server Replication and Recovery
4.Televantage VOIP administrator, assigning Avaya and Polycom phones
5.Watchguard Firewall and Fortinet Fortigate Firewall
6.SAN Storage - Dell CX3 and CX4, Purestorage, Brocade Fibre Channel Networking
7.Dell KACE software systems management & deployment appliance
8.VMware ESX/ESXi 3.5, 5.1,5.5, 6.0 – Used vSphere to host servers and managed ESX hosts
9.Hands on dealing with Dell Servers and Cisco Switches
10.SolarWinds Server Alert/ SolarWinds LEM Log Event Manager
11.Installing and configuring servers Dell 1950, 2950, R610 R620, R710 R720 – Lenovo M5 3650 Servers
12.Servers 2003, 2008, 2012, Ubuntu install
13.Barracuda Load Balancers
14.Oncall and afterhours rotation and availability
15.Maintain company as a Hitrust certified company
16.Daily scrum and project meetings,
17.Develop, plan and record in Disaster Recovery in accordance with Hitrust certification
18.Proficient in Active Directory, DNS, DHCP, Group Policy, Sharepoint, Azure, AWS
Technisource/ Randstad (contrator) 10/08 to 06/13
Morgan Stanley/Salomon Smith Barney
1.Respond accordingly to written and internet based inquiries in regards to troubleshooting items and questions.
2.Assist with technical questions in regards to company products and procedures as knowledgeable mentor.
3.Properly notates clear and concise comments/statements in the ticking system used.
4.Interact effectively with support representatives to provide superb service and handle any escalations.
5.Used Altiris to setup workstations and LAN onto the network.
6.Part of the IMAC escalation group.
7.Ordered and setup new equipment for the branches.
8.Credited with analyzing and resolving issues with Bloomberg, Reuters, FCI, Nextgen, Outlook, and Blackberry technologies leveraging remote connectivity software and over the phone.
9.Provisioned iWin for new users
10.Supported over 25,000 users globally here for Morgan Stanley.
Glazer’s Family of Companies 12/07 to 08/08
1.Introduce Help Desk Models and explain to management the importance of each person job duties.
2.Built a Knowledge Base for Glazer’s and explain the importance of having one.
3.Strong understanding of Help Desk workflow.
4.Provide excellent customer and technical support via over the phone and in person, always have gone above and beyond to help out users.
5.Consistently have logged and close around 50 percent of the calls each month between 4 Help Desk techs.
6.Dell Optiplex and Latitude Support.
7.Strong support on Lotus Notes, MS Office, VPN, Altiris, Citrix Neighborhood, Blackberry, AS 400, Video Conference Set Up
8.Combination of Desktop and Remote support.
Spherion (Contract) 01/07 to 12/07
Service Desk Analyst-Working at a State Farm Support Center
1.Provides first contact technical support for hardware, software, procedures, password resets, etc. via the telephone, email, and/or the internet/intranet.
2.Uses knowledge-base and documentation systems to troubleshoot, resolve, document, and/or research incidents.
3.Follows and supports workforce management, service management, and incident handling procedures and philosophy to resolve business partners’ problems.
4.Educates customer on how to avoid future related problems and may reserve as customer’s contact for status and/or customer concurrence of problem resolution.
CEC Entertainment, Inc. 12/01 to 10/06
Helpdesk/ POS Support Level 2
1.Troubleshooting and diagnosing standalone situations, modem communication errors, printer problems and cabling problems.
2.Replacement and/or repair of faulty front of the house repairs and back office pc.
3.Exchanging of faulty POS equipment.
4.Servicing MMF and APG cash drawers.
5.Boxing equipment up to be shipped out.
6.Software installation for CEC stores.
7.Creating the terminal installation disk. Updating terminals and pc with the latest programs available.
8.Coordinate registers and pc set up for new CEC locations.
9.Setting up terminals and putting together a pc for new CEC locations.
10.Advising store technician on proper set up for pc and terminals.
11.Work closely with store manager and technicians.
12.Recover missing files.
13.Answering managers question on how Aloha Manager work.