Desktop Support Customer Service
Resume:
Duke Nguyen
***********@*****.***
OBJECTIVE
Technical Support professional with over 10 years of experience managing server infrastructures and data-center operations. Looking to obtain a position to provide technical support effectively to achieve high availability and performance, at the same time meeting and/or exceeding SLA requirements PROFESSIONAL EXPERIENCE
System Admin II, Maximus Federal – NOAA affiliate, Suitland, MD Nov 2017 - July 2019
● Plan, manage and maintain new builds and upgrades on servers, workstations, and appliances including switches and routers.
● Deployment and support of software provisioned to the Satellite network devices.
● Provide reporting statistics and analysis with the use of tripwire and Altiris; Allowing for preemptive troubleshooting.
● Utilize ticketing software for the tracking purposes of trouble issues, Problem management and resolution.
● Cross-train on multiple satellite missions as needed across NOAA
● Perform and maintain artifact compiling for the Satellite network devices information to complete the annual requirement that maintains the security integrity of the network.
● Plan and perform patching on all Windows Network and client devices as required monthly and quarterly all the while coordinating through time sensitivities and pre-scheduling around launch and orbit activities. Desktop Support Tier 2,ActioNet, Inc. – NOAA affiliate, Suitland, MD Feb 2015 – Nov 2017
● Provided advice and assistance to customers by solving complex technical problems, while minimizing interruptions in customers' ability to carry out critical business activities
● Implemented HEAT ticketing system to resolve customer issues, and comply with SLA’s
● Migrated Users’ Desktops and Laptops from Windows XP to Windows 7.
● Re-imaged users workstations to fix complex operating system, or hard drive issues.
● Configured port usage for different vlans through putty
● Evaluated proposals for the acquisition of IT products and services
● Active Government Apple IPhone and IPAD.
● Setup the IPhone government phone to make phone call and email on the iPhone. Data Center Systems Administrator, MilCorp, Inc. – Washington, DC (DeptofTreasury)Nov 2014 – Feb 2015
● Managed the day-to-day operations of the PC host computers by monitoring system performance, configuration, maintenance and repair
● Ensured that records of system downtime and equipment inventory are properly maintained
● Applied revisions to host system firmware and software. Works with vendors to assist support activities
● Aided in implementing new system and application implementation plans, testing procedures to ensure operational reliability
● Monitored EMC networker server and the management console from my desktop to make sure there always enough blank tape TDK LTO5.
● Ensured high availability and acceptable levels of performance of mission critical host computer resources
● Trained technical staff in how to use new software and hardware developed and/or acquired. Performs troubleshooting as required
● Managed the data center and computer host systems including hardware, software and equipment such as air-conditioning system, UPS (uninterrupted power system) and fire protection system.
● Created database backups; ensure backups were placed on tapes, and scheduled tape delivery Tier 2 Support Specialist, MilCorp, Inc. – Washington, DC. (Library of Congress), Jan 2007 – July 2011
● Provided desktop support for over 700 clients within the Library of Congress.
● Planned and lead training sessions for new and existing clients as part of the "Lion Team" initiative; facilitate at least 3 sessions per month
● Provided supported as necessary on a 24-7 basis to limit system down time during internal or external outages and peak enrollment periods
● Identified vulnerable machines and implemented risk mitigation strategies, such as isolation and repair
● Provided excellent customer service and troubleshooting skills to users experiencing computer problems.
● Maintained equipment to ensure machines are in working condition
● Set up A/V equipment for presentation
● Maintain new inventory and track equipment for recycling
● Access Remedy queue to retrieve and resolve IT requests/issues
● Create/Test Ghost images for XP workstations using Ghost version 11
● Replaced client computers, join new computers to the domain, configure and transfer client data to the new workstations
● Troubleshoot networked printer/copier machine issues,
● Prepared laptop configuration for Windows 7 deployment
● Performed set-up, break-down, and transport of agency equipment on an as needed basis CERTIFICATIONS
Microsoft Certified Technology Specialist (MCTS), August 2010 Windows server 2008 Active Directory Configuration Microsoft Certified IT Professional (MCITP) Windows 7 configuration Microsoft Certified IT Professional (MCITP) Windows 2008 Applications Infrastructure Configuration Windows Server 2008 in Enterprise Administrator
Windows Server 2008, Server Administrator
Microsoft Certified Technology Specialist (MCTS)
Windows Server 2008 Infrastructure, Configuration, Windows 7, Enterprise Desktop Administrator
Microsoft Certified Desktop Support Technician (MCDST), April 2010 Microsoft Certified Professional (MCP), February 2010 Microsoft Certified Desktop Support, February 2010 EDUCATION:Associate of Arts in Computer Networking, 2006 Strayer University, Millersville, Maryland TECHNICAL SKILLS:
Hardware:
● Server 2003-2012 - Patching, and rebuilds, Also Server 2016
● HP printers 600, 6015,(Laser Jet III si, 4, 6515/ 4050, 5si, 8100 series, and 4700series), Canon Image Runners (IR5000, IRc3200), and Xerox Phasers (3150, 4150, and 7760).
● Desktops: Windows XP thru Windows 10 – Patching, Migration, upgrading, memory replacement, hard drive and optical drive replacement. Expansion card installation, peripherals, and ghosting.
● Laptops: Windows 7, 10
Software:
● Adobe Professional: v7-12, Antivirus: Symantec Endpoint FireEye, McAfee, Guardian Edge,
● Google: Gmail, Calendar, Docs, Sheets, Slides,
● GroupWise, GW messenger, HP Scanning/Desktop Imaging Software
● Microsoft: Office suite- 2007-2016 which includes Access, excel, PowerPoint, Word Networks & Remote Protocols:
● WSUS, SCCM, BIGFIX, LAN, WLAN, WAN, TCP/IP, RDP, DHCP, DNS, HTTP, SMTP, POP3, SNMP, Omni eControl, Proxy Master, ConsoleOne, Zenworks(Novell), Network monitoring/mgmt.: IManager, Solarwinds,, Security protocols: CAC, PIV access management.
Phone Services:
VOIP, AVAYA
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