Desktop/Helpdesk Support
Resume:
**************@*****.***
David H. Nguyen
Objective
I am a combat veteran with a vast variety of knowledge and skills. Serving in the military has a major impact on my everyday day to day life. It has given me the ability to follow and abide the orders/instructions given to me and making sure the assignments or missions gets accomplished, with little or no supervision. It also permanently instilled in me, when I am on or off duty/job, to always conduct myself in a professional manner. How that relates to me now as a civilian working in the Desktop Support/Help Desk role; it has caused me to become not only understanding but also sympathetic to the clients/end users with their requirements or issues. I am very motivated as well as dedicated on landing a full-time position with a reputable company, where I can best utilize my abilities, skills, and experiences to maximize the full level of technical support along with ensuring the company’s success.
Technical Skills
Basic Knowledge\Skills
Debugging computer errors, set and reset end users passwords, add and update end user’s application as needed for line of business, Build and rebuild clients VDI session, Familiarize with XenDesktop and application builds
Able to draw conclusions from analysis of data and information
Performed numerous Windows 7 deployments as well as migrations from Windows XP to Windows 7 along with data migrations with theses deployments
Software
Proficient: Windows Active Directory, Microsoft Outlook 2007/2010, Microsoft Lync 2010, Microsoft Office 2007, IBM Lotus Notes 8.5 configurations, Pages (Mac), Symantec Streaming Agent, Symantec Workspace Manager, Vulcan ticketing system, Client response console (technician’s queue with all his open/close tickets application), Office Communicator, Citrix XenDesktop virtualization
Familiar with: Oracle Client setup and configurations, MS SharePoint, RSA Quick Admin (Authentication Manager), and FSD (Financial Service Desktop)
Hardware
Printers, iPhone, iPad, Blackberry 5.0 and up, Android, Cisco Unified IP Phone 7975G, Cisco Thin Client VDI, Devon Thin Client VDI, Re-place all desktop internal hardware’s such as memory cards, power supply, cd/dvd rom drive, internal and external hard drives, laptops, MacBook’s, and desktops
Experience
July 2014 – March 2015 Vallourec/ Tube Alloy Houston, TX
Quality Inspector
Inspected incoming materials for compliance to specified requirements, completeness, shipping damage, along with making sure they have the proper paperwork and documentations
Performed NDT (nondestructive testing) by either using any of the following procedures, MT (magnetic particle testing and inspections), PT- liquid penetrant testing), or UT (ultrasonic inspection); usually on required if requested by the customer or third party inspectors.
Check threaded connections to make sure they are made within compliance and tolerance to Vallourec and customers special requests by using a variety of instruments and tools (dial calipers, depth mics, surface comparator, drift pins, mrp gauges along with the specific gauging procedures according to what type of part/connection that is being checked
Dec. 2013 – Mar. 2014 Bank of Texas (BOKF) Houston, TX
Desktop/Laptop Support/Migration Technician
Participated with the operating system upgrades from Windows XP to Windows 7 for at least 100 laptops within the company
Performed numerous user data back-ups and transfer using Windows Easy Transfer and network servers
Successfully decrypted laptops that are protected with McAfee Encrypted Security
Provided the clients with the setup of "Mobile Iron" application for iPhone devices which is used to send and receive any documents and emails using their corporate email accounts for the clients to get access
Responsible for imaging and re-imaging hard drives after decrypting them
Assisted with all type of hardware and software installations for internal employees
Dec 2012 - Sept. 2013 J.P. Morgan Chase Houston, TX
VDI Technician: VDI Support
Provide full support for users via emails, telephone, and remotely
Debugging computer errors, set and reset end users passwords, add and update end user’s application as needed for line of business Create, update, and manage users and computers in Active Directory
Tier 1&2 Global support team
Assisting J.P Morgan Chase with the migration of 220,000 workstations globally in 6,000 locations
Test, manage, roll out and support Windows 7 platform
Application and patch deployment (where it’s required)
Configured, tested, analyzed installed applications, and performed data migrations for all J.P Morgan Chase employees globally that have been put on this VDI platform
Troubleshoot network issues globally
Communicate and assist with co-workers in other departments to troubleshoot issues within applications, servers, network, and database
Using Symantec Workspace Manager to help push application updates through Symantec Streaming Agent
Provide support for Citrix client’s application
Contributed with the migration from Windows XP to Windows 7 operating systems
Documenting all steps taken to resolve end user’s tickets within the Vulcan ticketing system
SLA compliance for all tickets within my queue
Escalating tickets to Peregrine queue (when needed)
Contributed to our team’s MS SharePoint Knowledge Base site by adding/editing solutions to many problems encountered either with the end user’s or even the VDI technicians
Used our team’s MS SharePoint daily, as reference to check on upcoming work schedules, news and updates of any major incident that happened overnight or is still currently a major incident, and also as a reference to find certain links, tools, and information to help better you as a VDI support technician
July 2010– Aug 2012 Tenaris Hydril \ Tenaris Corporate Houston, TX
Desktop Support Technician
Provide full support for user’s in the North America and South America via emails, telephone, Remote Desktop, and locally
Create, update, and manage users and computer in Active Directory
Support internal users of company computer systems in an efficient and timely manner by diagnosing causes of failures and taking corrective actions to isolate and resolve.
Evaluate and prioritize incoming telephone and email requests from employees for technology assistance on hardware, software, Internet, personal device, or telecommunication equipment.
Perform installation, configuration, maintenance, and troubleshooting of end user personal computers, personal digital assistants, and other devices.
Coordinate and perform physical PC replacements as necessary, sometimes in multiple buildings/locations.
Assist applications development personnel in identifying problems associated with operating the applications that run in the offices.
Perform data backups, WinXP to Win7 OS Migrations, Software Installations, and data restores.
Manage access and multiple applications in Citrix Portal (Special Apps, desktop, office suites, and other intranet access point)
Installing and troubleshooting printers and copiers on the network
Provide after hours on-call responsibilities as necessary.
Quality Assurance (Inspector)
Using ID micrometers, OD micrometers, blade micrometers, depth micrometers, MRP gages, thread height gages, dial calipers, depth dial calipers, load lead gages, stab lead gages, thread taper gages, and seal diameter gages to check threaded connections to make sure they are within company and customer standards and expectations.
Provided machine operators with the exact measurements to make adjustments so that premium threaded connections are created.
Prepared, calibrated, and setup all the tools and gauges that are needed to inspect and make sure that the threads on the particular pipe connection is within size and tolerance.
Trained all new coming employees that hold the Inspector title on 3rd shift to properly check a variety of premium connections using my experiences and inspection procedures.
Nov. 2008- July 2009 TSI CORP. Killeen, TX
Desktop Support Technician
Perform a variety of tasks involved in the maintenance of buildings, grounds, and related structures such as fixtures and utilities.
Using visual examinations and operational tests to determine cause of malfunction and perform proper repair in various industrial trades.
Involved in the installation, maintenance, and repair of electrical and plumbing systems.
Used a variety of carpentry skills and techniques in repairing, constructing, remodeling, and maintaining a variety wooden / concrete structure and related facilities.
Nov. 2004- Nov. 2008 UNITED STATES MARINE CORPS Camp Pendleton, CA
Corporal
Repaired and managed over 1000 marine corp. generators
Picked up the rank of Sergeant (E-5) while on inactive reserve status
Managed and supervised over 30 Marines; teaching fellow Marines on operation and repair of engine generators, assigning duties, and evaluating performance.
Supervised and participated in over 100 interior wiring projects for tents and buildings while in Operation Iraqi Freedom.
Performed in all types of construction and electrical duties while deployed to Iraq; such as building and installing circuit breaker boxes, installation of all types of light fixtures and electric outlets, as well as all major maintenance on the upkeep of all electrical needs for the Marines within my team.
Accomplished numerous security missions, in which my position as a squad leader and was very crucial in making the right decisions during moments that created high stress environment.
Education
Mar. 2013 – Present ITT Technical Institute Houston, TX
Bachelors of Science degree: Information Systems and Cybersecurity
Target graduation date June 2015
Mar. 2011 – Mar. 2013 ITT Technical Institute Houston, TX
Associates degree for Applied Science: Information Technology; Computer Networking
Graduated Mar. 2013
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