Software Support

Tony Tran

Houston, TX

Phone: 240-***-****

E-mail: *********@*****.***

SUMMARY

• Computer Support Technician with seven years’ experience providing technical assistance to

business Professionals.

• Demonstrated ability to integrate computers skills, customer support experience, and related

education to exceed technical, business, and customer requirements.

• Demonstrated experience includes: ghosting, installing, PC/Laptop imaging, and configuring,

upgrading, troubleshooting desktop software and hardware issues.

• Provided Microsoft Exchange 2003 server configuration, created security restrictions, user

profile email account, and folder access in Active Directory.

• Performed inventory control to maintain an inventoried stock of peripheral equipment

necessary to support Headquarters and regional offices.

• Possess excellent business interpersonal communication skill, detailed and multi-task

oriented, and have the ability to easily adapt to new concepts and responsibilities.

• Performed System analysis and Java application software maintenance and Tested, Analyzed

and debugged errors according to detailed project requirements

EXPERIENCE

IRS, Department of Treasury July 2013 – November 2013

IT Specialist

• Performed System analysis and Java application software maintenance

• Tested, modification and other related work assignments

• Tested software applications in multiple environments

• Created Perl Scripts to analyze data, Run reports and queries to verify accuracy

• Supported applications software used in one or more organizational with IRS

DMI Inc/Department of State January 2013 – May 2013

System Administrator

• Performed systems administrative and operational duties on Computer System

• Performed Emergency recalls as required by customer

• Maintained files as required by the vendor of custom design application

• Performed installation, planning and security of computer facilities

• Prepared activity and progress reports regarding support activities

• Installed, troubleshoot, support and configuration of microcomputer hardware and software

systems, to include servers

• Provided in-person, remote, phone and e-mail general IT support to clients

• Investigated assigned trouble tickets and resolve or mitigated problem as per Helpdesk service

• Performed network troubleshooting to isolate and diagnose network hardware/Software problems

• Respond and follow-up to customer requests in a timely and efficient manner

Pomeroy IT Solution/IBM Corporation December 2011 – June 2012

Computer Operator

• Operated computer and related peripheral equipment to process job requests in a timely

• Performed tape library function (i, e., log tapes into the system, mount and pull tapes, etc)

• Performed edits, periodic, restores and backup as required for jobs

• Monitored server tape requests; mount back-up tapes at site

• Performed Emergency recalls as required by customer

• Performed read and interpret data, information and analyze and solve

ABBTECH Inc/Lockheed Martin June 2011 – November 2011

Desktop Support

• Set up and tests a variety of systems and hardware components priors

• Provided personal computer repair and test capability

• Performed and confirmed data migration from old to new Laptop &PC

• Maintained and deployed of Laptop images

• Analyzed failed equipment according to established methods

• Performed standard repairs and tests of components or equipment

• Performed preventive and on-demand maintenance on a variety of personal computer

• Tested, modify, and updated protection policies including coordinating policy deployment by

applying/managing Symantec

ABBETCH Inc/IRS, Department of Treasury January 2011 – May 2011

Desktop Support

• Provided end user support for all PC-based applications

• Troubleshoot network connectivity issues and new employee setups

• Assisted in standardizing PC configurations and provided Hardware/Software installs/updates

including Operating system, hard drive, encryption, memory, CD-ROM, printers. Etc

• Shipment equipment, wipe, clean, refresh and re-image all computers/laptops

• Maintained thorough record of trouble tickets/resolution using Remedy Ticketing System

• Tested, modify, and updated protection policies including coordinating policy deployment by

applying/managing Symantec

• Assisted customer in person or by phone in resolving laptop issues and to ensure the

Department IT environment

IRS, Department of Treasury January 2008 – December 2009

IT Specialist

• Assisted in the development of software application for the PC/Server/web environment, such

as SQL, HTML, XML, Java, JSP and JavaScript

• Participated in team diagrams using rational tools, conceptual design, detailed design

• Documented customer business rules, user guidelines and checklists

• Used SQL to query for creating, updating, viewing, deleting application databases

• Created SQL Scripts to analyze data and execute test scripts

• Tested, Analyzed and debugged errors according to detailed project requirements

• Supported the maintenance of existing application software

• Trained end users on how to use new application software

DynaNet Corporation /Department of the Interior December 2006 – December 2007

Desktop Support

• Managed and create user accounts in Active Directory

• Provided Desktop support to Headquarters, Field and Regional offices for the DOI

• Provided in-person, remote, phone and e-mail general IT support to clients

• Performed maintenance of ghost images of desktops and laptops

• Maintained the Antivirus software updated logs

• Repaired/upgraded PC hardware and software and installed and configured new computers

• Performed upgrades, break fix from hardware replacements, memory, Laptops, printers,

access points and network devices.

• Performed network troubleshooting to isolate and diagnose network hardware/Software

problems

• Assisted network wiring including installation of patch cables leading from hubs and patch

panels

National Institutes of Health March 2003 – November 2006

Support Specialist

• Provide technical and administrative support services to Program Directors

• Documented customer support issues and resolution in knowledge based articles

• Helped staff identify technology support tools needed for use in the workplace

• Created reports of web activity using server generated log files and databases

• Analyzed and collected grants and updated grants database for quality control

• Prepared various grant related reports and PowerPoint presentations

• Developed design elements including site layout, navigation

• Prepared web pages for coding by cutting and optimizing images for the best download

• Performed troubleshooting on web based problems and issues

• Performed independently research, troubleshoot and resolve problems

Thomson Financial Corporation March 2003 – February 2003

Security Data Analyst

• Analyzed all required registration both electronic and paper sources

• Researched information from internet and complied into daily reports.

• Prepared and maintained project documentation in accordance

• Worked with Internal and External Reporting, providing hedging results as

needed

• Collected, analyzed, interpreted, and summarized data in preparation for

generation

• Assisted in identifying and documenting the information technology infrastructure

Technical Skill

Software Programs: MS Office 2010 Suites, MS Project, MS Visio, Dreamweaver, HomeSite,

Photoshop, Visual Studio, Illustrator, Lotus Notes, Outlook, Remedy, Foot Print, Documentum,

Eclipse, WebSphere, Rational ClearCase, Rational ClearQuest

Operating Systems: Window XP/Vista/7, 8, UNIX, LINUX

Languages: HTML, XML, JavaScript, CSS, SQL, Java, Visual Basic, Struts

Education

Μ.S. in Computer Information Science

B.S in Computer Information Science

Work Status: US Citizen

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