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Engineer Technical Support

United States
September 19, 2018

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Tom Van Li


To obtain a challenging position in Sr.Technical Support in Network which it also offer advancement opportunities in System Administration and Quality Control Engineering.


University of Phoenix, San Jose

CERTIFICATIONS Bachelor in Information Technology

Technical Computer System

Completed Date: June 2001

Certification / Training Certify

ITT C Programming & Network Certify

Microsoft Certified Systems Engineer


Experience with Microsoft Windows operating system (Windows 7 XP, vista, 98, 95 and NT4.0) UNIX (Solaris, HP-UX), Linux. (Red, Hat Yellow Dog), Novell DEC net, Banyan Sun SPARC Mac OS, Vim/370, OS2 Warp. Microsoft Office Professional 03/07/10 (Outlook, Word, Excel, PowerPoint, Access, FrontPage), MS project, Visio, and Visual Basic Programming Oracle, Sybase, and SQL database Unix, Linux, Novell. Microsoft Exchange 07/10 Windows Server 03/08

Experience in PC, Technical Helpdesk-Support, Desktop, & Notebook technology

Differentiate between LAN, WAN, RAIDS, & Networking Structure, such as TCP/IP, Client/Server, Router, Proxies, Firewalls, SMTP, POP3 e-mail services, DSN, Telnet, HTTP, and FTP services

Install & Repair Hard Disk Drives, Floppy Drives, Optical Drive, Graphic Cards, & NIC Cards

Troubleshooting Servers, LAN Networks, Desktops, Routers, Ethernet Switches, Networking Bridges IPX/SPX, SNA, SMS/SQL, Ethernet, Token Ring, FDDI, VPN, SSH Secure ID, PGP, PKI, HIPAA, C F R-11.

Performance in tuning, backup & recovery data center

Gained leadership skills from past experiences, which consisted of leading by example, implementing new products, and offering guidance when needed

Sharpened communication & interpersonal skills by working with multicultural

customers and co-workers


Assistant IT Manager

Asian community marital health service. CA 6/2016 - present

* Provide leadership and direction to help desk technicians

* Performs staff client scheduling to ensure help desk coverage during business hour

* oversees help desk staff and contractors located at distant locations

Establish and maintain relationships with technology vendors

* Oversee the purchasing of all desktops, laptops, mobile phones,

peripherals and minor network equipment.

* Oversee the daily performance of all end-user computer equipment

And manage the company phone system.

* Continually ensure that help desk and equipment expenses are kept to the

most cost effective level possible.

* Write and establish IT-related agency-wide policies and procedures as necessary

Provide hands-on technical support to end users.

System Administrative Support

OptiPlex corporation Fremont, CA. 11/2011- 08/ 2015

Troubleshoot Desktop & Laptop application for both hardware and software

Install software & hardware for repair, upgrade the end – users

Responsible for developing and implementing product line for Manufacturing

Using Oracle database to create part numbers systems

Technical Support Engineer

Cisco Corporation San Jose, CA. 04/2006-09/2011

Implement new products to existing networking & computer related problem

Train new employees & provided technical support to customers

Troubleshoot desktop application, hardware, software & networking problems

Administer Window NT servers, Oracle Server, Microsoft mail servers, and over 200 additional Win NT workstation on LAN connectivity

Configure 3Com hubs & Expert level Cisco IP Router and layer 3 switching

Setup & maintain network connections for client computer using TCP/IP protocols

Technical Support Engineer

Sun Microsystems, Inc. San Jose, CA. 01/1996-11/2005

Technical support evaluating new products & configure new system

Provide intermediate system administration/networking infrastructure support to Sun workstation, Unix, Linux file servers and printers

Solve, create maintain technical problems & modify NIS map Designed, implemented customer call-center support procedures and customer network design strategy for sales and marketing teams. Recognized for outstanding quality of customer service with numerous customer-support awards and personal commendation from clients.

Install & provide upgrade to servers, routers, printer servers and user systems

PERSONAL DATA Excellent health, professional organized, self-motivated and work under minimum


LANGUAGES English, Chinese and Vietnamese

REFERENCES Available upon request

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