Customer Service Management
Resume:
THINH Q. NGUYEN
**** ******* ****** 714-***-****
Garden Grove CA 92841 acp7m7@r.postjobfree.com
Security Clearance – Active DOD Top Secret / SCI /SAP
IT PROFESSIONAL
Accomplished IT professional with proven track record of success in providing technical support and network solutions within diverse industries. Ability to work well independently or as part of a team.
TECHNICAL SKILLS
Language: REXX, JCL, SQL
O/S: UNIX (AIX, Sun Solaris 3000, 9000), TANDEM (\TSSP), AS/400,
MVS/ESA, VM/ESA, VAX/VMS, MS-DOS, NOVELL NetWare,
WINDOWS /NT/2000/2003/XP Pro, Windows 7, and Windows 8.
Hardware: HP 9000, VM ES9121, VAX: 6000/7000, IBM Mainframe, VXT 2000, Tape
Drive 3490-E, Digital TL812, Disk Drive 9395, Printer 3825, Terminal
Controller 3174, Digital Alpha Server 4100. Installed and configured drivers
for all hardware as appropriate, Router, Mobile Device.
Software: Microsoft Office 2010, ORACLE, Remedy and proprietary software such as Radia
console, Service Center. Active Directory 2000 and 2003, Net-meeting, E-connect,
Tivoli /Net-cool, NT Auto-sys, IBM Scheduler, Sun Solaris, HPUX,
VAX/VMS, DCL, Lotus Notes, Fox-Pro, PeopleSoft, and VLAN.
PROFESSIONAL EXPERIENCE
AT&T, Camp Pendleton, CA
IT Specialist III – Marine Corp. Nov 2013 to Present
Provided Tier 2 & 3 Systems & network administration tasks on the unclassified/Classified network utilizing various tools such as Active Directory, Remedy, and Terminal Services.
Processed requests from customers to establish user accounts, functional accounts, network shares, distribution lists and group mailboxes for Marine users.
Routed requests from customers to the appropriate group to process the requested task.
Notified customer of the status of each request via email or by phone.
Maintained workflow by utilizing Remedy to verify customer requests are being processed.
Documented all work performance within the Remedy ticketing database according to strict standards
Answered/evaluated/prioritized incoming telephone, voice mail, email request for assistance from users experiencing problems with hardware, software, networking and other technologies
Handled problem recognition, research, isolation, resolution, and follow-up
Establishes and maintains security and integrity standards and controls
Ensure support plans and services meet customer needs and expectations
Analyzes user requirements and statistics to identify trends and resolve performance issues.
Perform systems administration for organizational servers, including administering system level security procedures
Created and configure virtual machines with VMware vSphere client 5.5.
Manage OU; Configuring & Maintain account and GAL; Replication between active directory site; Create: group, printer, site, user, Functional accounts, network shares, Distribution lists, group mailboxes, and migrated email account files; Group Policy changes; Security requirements (password policy, auditing etc.); Service account; Server roles; Trouble shooting.
Solutions By Design II., Anaheim, CA
Systems Engineer/Administrator – Defense Contract Management Agency Apr 2010 to Sep-2013
Project team lead for all aspects of information technology (IT) efforts to include local area network establishment and support as well as project management activities supporting an entire organization for Special Programs. This includes strategic planning, workforce planning, policy and standards development, resource management, knowledge management, auditing, and information security management.
Work that involves Enterprise Architecture by planning, design, implementation, documentation, assessment, and management of the enterprise structural, plans, and systems with the mission, goals, and processes of the organization.
Diagnoses system network failures and isolates the source of problems between operating systems, system hardware and software interfaces, and application programs. Quickly resolves network issues and implements system recovery solutions.
Manages and ensures software security provisions preventing unauthorized access and the copying or destruction of the organization's operating systems and related software. Ensures the confidentiality, integrity, and availability of system networks through planning, analysis, development, implementation, maintenance, and enhancement of information systems security programs, policies, procedures, and tools.
Enhance the DCMA Lan infrastructure by maintaining current systems, implementing new services, supporting moves, adds, and changes to the Lan infrastructure, and upgrading components to implement enhanced functionality or availability.
Provides Customer Support through planning and delivery of customer services which includes SW/HW installation/configuration, customer assistance, and/or training in response to customer requests and resolves agency help desk problems through troubleshooting.
Responsible for complex installations, testing, configuring, operating, upgrading, troubleshooting, and maintaining both network hardware and software systems to include: Physical and virtual Windows, Linux, and Solaris servers including, but not limited to, Specialty and Terminal Servers (access control system), e-mail setup and configuration, remote access, other enterprise messaging, network management, anti-virus, web application servers, database servers, and Windows and Solaris operating systems.
Plans and schedules the installation of new or modified hardware and operating systems and applications software; manages accounts, network rights, and access to systems and equipment; manages systems resources including performance, capacity, availability, serviceability, and recoverability.
Develops and maintains on-site DCMA standard baseline configurations for commonly used computer environments and enclaves on a daily basis.
Installs, configures and maintains network attached storage, fiber-attached storage, and offline storage.
Develops, integrates, and maintains standard DCMA desktop configurations and performs configuration, integration, automation, and testing of work place software and hardware.
Responsible for loading, configuring, and executing software applications while ensuring proper connectivity to WAN/LAN, workstations, servers, and other information technology architectures.
Provides technical assistance to agency employees in support of network server and software issues.
Builds, backs-up, and administers group profiles.
Monitors the ongoing operation of a complex network environment with a large number of users and ensures corrective action to restore operational service is accomplished.
Identifies and defines architecture integration requirements for hardware and software in accordance with licensing agreements, functionality needs, usage profile needs, security policies, and other official documentation.
Also provides tier 3 level support to field customer support personnel who support the Local Area Network systems within their district of the agency.
Ensures operating systems are running properly.
In coordination with more senior administrators, analyzes and plans future routine upgrades.
On-site manager for hardware and software Configuration Management/Release Management processes to improve network effectiveness, enhance network simplification and resolve network issues in a timely manner.
Provides support to field customer service (LAN Administration) at the Tier 2 and 3 levels, when issues are not resolved through the Help Desk.
Develops and implements operational procedures for users in the field.
Epsilon Systems Inc., San Diego, CA
IT Specialist - Naval Satellite Operations, Pt Mugu, CA Apr 2009 to Jan 2010
Oversee the daily performance of computer systems
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.
Develop training materials and procedures, or train users in the proper use of hardware or software.
Confer with staff, users, and management to establish requirements for new systems or modifications
Answer user inquiries regarding computer software or hardware operation to resolve problems.
Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
Enter commands and observe system functioning to verify correct operations and detect errors.
Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.
Refer major hardware or software problems or defective products to vendors or technicians for service.
HP, San Jose, CA 2007-Jan 2009
Site Operations Manager - EDS, NMCI Project, Seal Beach, CA (8/2008-1/2009)
Account Specialist Senior responsible for planning/directing contract delivery for a portion of an account or for several smaller accounts.
Oversaw timely delivery of contracted services according to contract terms, as well as the customer’s satisfaction with those services.
Established/sustained business relationships between EDS and the Customer’s Management Team.
Led extended account team in identifying and delivering value to the customer.
Maintain SharePoint by update procedure for knowledge base and administrative.
Participated in sales efforts and expanded the range of services offered the customer, increasing the service offerings employed in the customers’ functional operation.
Managed revenue, growth, contract deliverables and on information, technology and business strategy with the goal of improving the success of the customers’ business operation.
Represented EDS with authority to deliver on EDS commitments.
Duty Lead / Supervisor - USN & USMC (5/2008-8/2008)
Coordinated responses to outages in NMCI Enterprise that impacted call volume at the Service Desk.
Proactively monitored all SDCP agents in the HD Call Mgmt System and after Call Work times.
Served as primary point of contact for Tier 1 and Tier 2 agents to report suspected network outages and reported outage information from the NOC.
Composed and posted Urgent Items on the Knowledge Center and Wallboards.
Distributed Operational Impact Reports to NMCI Management.
Participated with other Duty Leads and Managers in team decisions that supported actions to meet SLA Metrics.
Systems Administrator Associate/ Help Desk Support - USN SRM Team (2007- 2008)
Provided general network administration tasks on the unclassified network utilizing various tools such as Active Directory, Remedy, Terminal Services and Tivoli.
Processed requests from customers to establish user accounts, functional accounts, network shares, distribution lists and group mailboxes for NMCI users.
Routed requests from customers to the appropriate group to process the requested task.
Notified customer of the status of each request via email or by phone.
Maintained workflow by utilizing Remedy to verify customer requests are being processed.
Documented all work performance within the Remedy ticketing database according to strict standards.
Migrated email (.pst and .pad) files and other data from one file server to another file server.
Served as Help Desk agent for over 800,000 NMCI (Navy and Marine Corp Intranet) clients in a worldwide network.
Answered/evaluated/prioritized incoming telephone, voice mail, email request for assistance from users experiencing problems with hardware, software, networking and other technologies
Handled problem recognition, research, isolation, resolution, and follow-up
JPMORGAN CHASE, Somerset, NJ 2003-2006
Tandem System Analyst 2nd level Support
Provided technical support for all application and operating systems residing on Tandem computers throughout JPMC.
Managed/interacted/executed application components as per service level agreements.
Coordinated vendor-related issues including preventative maintenance and repair.
CHEMNETWORK, Somerset, NJ 2000-2003
System & Networking Senior Analyst Help Desk
Provided customer service support for problem reporting and solving for Mainframe, Midrange and Novell/NT support.
Unix System Operations Analyst (02/2000 – 07/2000)
JOHNSON & JOHNSON, Raritan, NJ 1999-2005
Operations Senior Analyst
Responsible for HP 9000 monitoring and backup of HP applications (Oracle and Hot Backup)
MERCK-MEDCO MANAGED CARE, L.L.C., Blue Bell, PA 1993-1998
Lead Computer Operator
PROFESSIONAL DEVELOPMENT
Temple University, Philadelphia, PA
Computer Science coursework completed. (Temple University, Bucks County Community College)
CompTIA Security + Certification, 16 March 2013
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