Customer Service Training

BRIAN Q. LE

**** **** ****** *****

St. Petersburg, FL 33709

Cell: 727-***-****

*************@*****.***

CERTIFICATIONS/TRAINING:

Department of Veterans Affairs Information Security Officer (ISO) - Job Related Training

CSP 100 – Department of Veterans Affairs Cyber Security Practitioner 100

RMGT 003 – Department of Veterans Affairs Role Based Records Management Training for VA Personnel

NGS / TSA – Biometrics & Electronic Fingerprint Capturing Certified Engineer

Dell Certified Systems Expert (DCSE) – Dell Premier Access Certified Technician

•

• •

Windows 7 & 8/Vista/XP Desktop and laptop core components and

• peripherals

Windows Server 2003/2008/2012

• Blackberry devices, broadband data cards, and

• Microsoft SharePoint 2010

video graphics card

• Microsoft Office Suite 2010/2007

• Remote Support Tools (VPN, CAG/Citrix) and

• Microsoft Windows Server (Active Directory) Services

•

• Wireless Devices, Routers, and Switches

VMware Administration

•

• SharePoint and VMware Testing – test cases,

Encryption Software (Symantec/Guardian Edge)

scripts, staging, and live production

• PKI Encryption Certificates

• Q&A, Requirements Gathering and Data Analysis,

• WSD/OSD Imaging, Staging, Migration &

and Independent Government Cost Estimates

Deployment, USB and media

(IGCE)

• Video Tele-Conferencing (VTC) - Tandberg

• Smart-board Technologies

RELEVANT EXPERIENCES:

Veterans Enterprise Technology Solutions, Inc. (YRCI, OBXTek, Inc.) June 2009 – September 2014

Information Technology Manager

* 2013 VETS President Award for Exceptional Impact Recipient – exceptional support of VETS customers at the Department of Veterans

Affairs.

* 2012 Department of Veterans Affairs Certificate of Appreciation – commendation in providing the Department with the highest level of IT

customer services.

• Managed and provided IT guidance to my team members

• Personally provided most difficult issues in onsite IT customer support on all IT issues to include Local Area Network

(LAN), Wide Area Network (WAN), servers and other issues.

• Provide Tier 2 and Tier 3 Support as well as Tier 1 support that includes more than 300+ Acquisition professionals within the

Veterans Affairs, Acquisitions Service-Frederick (ASF) and VA Academy (VAAA) training facility.

• Personally managed a team of IT professionals and performed duties to include emergency telecommunication support, IT

technical support, diagnosis and repairs.

• Managed the day-to-day operation of the IT Services Helpdesk to ensure operation of all the IT equipment.

• I personally reviewed and recommended changes to the ASF and VAAA client operating environment; provided strategic

solutions on a regular basis.

• Personally performed market research and provided Independent Government Cost Estimate (IGCE) in procurement of IT

equipment, software and the total IT solution which resulted in savings of over $100K.

• I created repeatable problem solving checklists and stand operating procedures (SOPs) to assist and help with many different

issues which has and may arise.

• Personally managed solution approaches and assisted Network Specialists, Application Developers, System Administrators

and Security Specialists to prevent repeat of recurring problems.

• Promulgated and assured conformance with VA/OIT and Information Security Officer Policy by de-commissioning

equipment, completing appropriate paperwork and following VA policy and procedures.

• Performs work in several major support services program areas such as System Project Requirement Gatherings,

Hardware/Software Requirements Development, Information Security Compliance, and Configuration Management.

• Routinely performed Active Directory account administration, creation/deletion and management of user accounts, groups,

computer device names and group policies.

• Managed team of professional in installing and providing day-to-day end-user support for Microsoft Windows and MAC OS

X based workstations and laptops.

• Managed the deliverables to include customer support services, installation of software, configuration of software system,

troubleshooting and training according to customer IT requirements.

• Assisted and supported Contracting Officer’s Representative (COR) and Administrative Contracting Officer’s

Representative (ACOR) in providing oversight of end user deliverables (project status reports, weekly acceptance reports, weekly

schedule and other administrative services).

• Maintained a high degree of analytical diagnostics reports and resolution of issues in response to customer IT incidents.

• Ensures and adheres to the rigorous application of information security, information assurance policies, principles, and

practices in the delivery of customer support services.

• Performed duties as the Information Assurance Support Officer (IASO) working with VA NSOC/ VA ISO staff enforcing

Information Assurance (IA) policy, guidance, and training requirements per VA Information Security Policy.

• Supports remote users heavily due to VA Telework policy, with VPN and Citrix Access Gateway (CAG), personal routers,

reset passwords, disable services, configure Cisco Network Admission Control (NAC) Agent and McAfee Anti-Virus software

preferences.

• Resolves incompatibility problems among software, computers and printers; replaces, updates, and transfers software; and

repairs hardware and data for end users.

• Assists in developing training sessions/SOPs for users of software products developed by the VA OIT and Acquisition

Services-Frederick.

• Personally managed the installation and maintenance for all desktop, laptop, Blackberry (BB), broadband data cards, video

teleconference (VTC), projection, and Smartboard interface devices within VA, OAO.

• I administered SharePoint Portals for the OAO & ASF – trained new users, granted permissions, managed content, layouts,

and structure.

• Performed networking and IP troubleshooting, DHCP, open ports in switch room and use tools to repair network ports.

• Executed system administration of VMware for OAL classrooms (Active Directory, Data Storage, and Print Servers).

• Maintained file servers and print servers, creation and management of user/unit folders and permissions, backups and

recovery.

• Provided administration and support for Microsoft Office Suite 2003/2007/2010, Guardian Edge Encryption, McAfee

Antivirus 8.5+, Adobe Professional 9.0+, Zantaz, and Nuance PDF Converter 5.0.

• Performed account administration through Active Directory, installing PKI certificates, maintaining printers, copiers, label

makers, and scanners; administration of MS SharePoint 2007 websites and information portals, imaging new or malfunctioning

equipment with WDS, and provide training for VPN.

• Ensured consistent operation of all IT, AV, and VTC equipment in 25 training classrooms and 8 conference rooms.

• Provided support and installation of PKI for Blackberry devices across every major service carrier and VA proprietary

software applications to provide troubleshooting for IFCAP, eCMS, One-VA VPN, Cisco Rescue VPN, and WebCIMS

Team Askin Technologies, Inc. February 2009 – March 2009

System Administrator – SharePoint Internship

Customer: Federal Aviation Agency (FAA)

Description:

• Analyzed business requirements and review/produce specifications for any new/change to SharePoint application

• Worked with development team to ensure understanding of specifications and project requirements

• Identify, assess, document business requirements, recommending business priorities, and advising business on

options/risks.

• Conducted business process modeling and generate applicable scenarios for the functionality testing team

• Interacted with internal customers to develop detailed requirements including business process models and systems

requirements documents as well as use cases

• Participated in testing, create test cases and scripts based on functional requirements, execute test scripts using testing

tools to ensure functionality and quality

• Produced documentation, reports, and training instructional materials for software applications based on requirements

• QA, Requirements gathering, Data Analysis, development technical writing, process and work flow activities

• Worked with testing/staging and developmental servers with SharePoint Central Administration

• Created virtual machines (VMs) for testing purposes and running scripts

Service Finance Company, LLC May 2006 – January 2009

Compliance Officer/Funding Manager

Funding and Verification Department

• Managed $100 Million HVAC Portfolio – Asset Management - oversee the financial and business aspect of pre-funding, funding

and post-funding

• Directly involved with deployment of company’s new capital asset management web application, procedure and design

• I built and collaborated with web developers to create electronic banking wire text files within the web application

• I created end user manuals with MS Windows help screens detailing the procedures of the funding process

• Maintained daily loan inventory database with web application to ensure integrity/validity for reconciliation purposes

• I was the Liaison between the leads, vendors, dealers and clients on a daily basis to streamlined financing solutions to home

improvement dealers and healthcare professionals nationwide

• Personally reviewed contracts and loan documents to verified compliance with state laws

• I processed funding through lenders and banks to create electronic wire text files and Excel funding schedules

• I personally assessed and forecasted budgets to create funding schedules on a timely format basis

• I transmitted scanned documents to collateral janitor through file transfer protocols

• Personally provided Accounting with reconciliation and overall funding reports, accounts receivables and payables

• Directed the Servicing Department for customer accounts with payment processing and posting

• Managed employees within the department on daily tasks including HR issues, reviews, interviews, and training

Avaya Government Solutions (Nortel Government Solutions, Inc.) October 2005 – May 2006

Systems Engineer/System Administrator (100% Travel)

• Served as the Information Technology Site Lead for phase II of assessment in the TSA hiring process

• Personally responsible to configured, staged, installed and supported operation of a specialized network for high-visibility

assignments

• I established and maintained a reliable and accountable communication plan for each Local Hiring Center around the United

States for the Transportation Security Administration under the Department of Homeland Security

• Ensured the availability and performance of each systems’ network -- test and implement strategic secure technologies

• Personally responsible to trained users and worked with other team members and customers at various airport sites

• I was deployed to many airports across the United States to obtained digital fingerprints

• Troubleshoot PCs, Laptops, Printers, and Copiers on site with other team members

• Performed on-site installation and administration of network and server configuration

• Maintained operation of network infrastructure devices: routers, switches, hubs, firewalls, and intrusion detection systems

• I developed guidelines and ensure appropriate documentation for deployment purposes for the TSA project

IBM Global Services, Inc. - End-User Support Delivery Division August 2002 – June 2004

(EUS) End-User Support Technical Team Lead

• New account - participate in all phases of the project, emphasis on implementation and deployment phase

• Managed all activities pertaining to Helpdesk Support for rollout of new account

• Supervised 40+ regular techs, assist in matters of small HR tasks/training/mentoring/teaming

• I implemented Lotus Notes Databases for account resources and knowledge database

• Managed FrontPage and HTML to update Lotus Notes knowledge database documentation

• I personally audited calls/surveys for Quality Assurance to maintain excellent quality and service levels

• I conducted Ticket Reviews, Training Workshops, Web Updates and Evaluating Feasibility of new projects

• Extensive knowledge and understanding of networks and servers

• Thorough comprehension and hands-on approach in troubleshooting hardware and software

• Escalation point for all concerns - Handle Customer Service Survey Feedbacks

EDUCATION:

Degree Institution Major/Concentration Date

MBA Florida Metropolitan University General Management January 2005

BS University of Central Florida Management Information Systems May 2002

SECURITY CLEARANCE:

Public Trust/Low-Risk (NACI) – Current -- Department of Veterans Affairs

LANGUAGE SKILLS:

Language Spoken Written Read

Vietnamese Advanced Intermediate Intermediate

References Available Upon Request

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