Customer Service Project Management

THANH NGUYEN

*** ***** ***** ****** ******, WA **406 510-***-**** **********@*****.***

IT SUPPORT TECHNICIAN

PROFESSIONAL EXPERIENCE

Acuitus Inc Palo Alto, CA July 2013 – November 2013

Internship

Technical Proficiencies

Networking - DNS, DHCP, SMTP, SSH, VPN, FTP, Telnet, OSPF, EIGRP, RIP, TCP/IP, NAT, IPv4, AES, IPSec, VTP

Software - MS Exchange (2003, 2010), MS Active Directory/Group Policy, MS Office, PowerShell, Bash

Operating Systems - MS Windows Server (2003R2, 2008R2), MS Windows 7/XP Pro, and Linux distros (Redhat & Ubuntu)

Intensive IT training program, 800+ hours of theory and experience with Enterprise-class Servers and Networks

Generalist perspective – in various graphic user interface environments such as Windows and Linux

Troubleshooting and implementation of Cisco Switches & Routers

Creatively solved over 200 complex Tier III/IV trouble tickets

Designing enterprise-class network infrastructure installations for both Windows and Linux servers

U.S. Army Fort Lewis, WA July 2006 – July 2012

Technical Knowledge

Maintained and supported financial IT infrastructure consisting of 35 mobile devices, 6 point of sale devices, 7 peripherals, and 4 digital scanners in excess of $20,000

Responded to network and system infrastructure trouble tickets within a 30 minute window using proprietary software (IT Service Management - BMC Software) to diagnose and resolve problems with desktops, mobile devices, servers, and printers

Adaptability

Provided administrative support to increase the number of processed travel contracts, totaling over $1.4 million dollars

Accurately reviewed and processed financial documents in excess of $250,000 per month for service members

Customer Service

Executed process improvements, reducing rejected transactions by 6.7%, resulting in over $450,000 accounts receivables

Commitment to teamwork by assisting in various austere locations, to physically mobilize up to 3 million dollars, in cash and coins within a 100 mile radius, given 24 hour notice

EDUCATION & TRAINING

University of Phoenix Seattle, WA

MBA with emphasis in Project Management, in progress Expected September 2014

Trident University International Cypress, CA

Bachelor of Science in Business Administration with emphasis in Finance, December 2012

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