Manager Technician

TRUC NGUYEN

***** **** ******, ****** ***** CA 92841

(C) 714-***-****

(E) ****.*********@*****.***

SS#***-**-****

Citizenship: USA

Personal Summary

A bright, talented and ambitious IT Desktop support technician with a strong technical background who possesses self-discipline and the ability to work with the minimum of supervision. Having exposure to a wide range of technologies and able to play a key role in diagnosing hardware and software problems and to ensure that quality solutions meet business objectives. Possessing a good team spirit, deadline orientated and having the ability to organize and present complex solutions clearly and accurately.

Key Skills and Competencies

Excellent customer facing, communication and rapport building skills

Windows NT, XP, Vista, Windows7

MS Office 2003/2007/2010

Thorough understanding of computer and networking concepts

Able to prioritize in a complex, fast-paced environment

Diagnostics

System Backup

End User Support

New Installations and Support of Desktop/Laptop and network printers

Hardware Exposure Problem identification Maintenance

Professional Experience

CompuCom System

Field Services Analyst

February 2013 - Current Hours: 45/week

Manager: Cliff Jennings

Responsible for the installation and maintenance of IT equipment including laptops, desktops, network/local printers, HP/Fujitsu scanners. Supporting end users using remote access and also by visiting clients' sites

Provide Desktop services for Wells Fargo Advisors’ Dell/Lenovo/HP desktops/ laptops, HP/Lexmark/Ricoh network printers, telecommunications.

Receive and respond to incoming calls, pages, emails regarding support request in the coverage area – always in a professional & efficient manner.

Handle incoming calls from customers, responding to inquiries, resolving problems and correcting errors.

Plan and coordinate the installation of new equipment for customer workstations; maintain, upgrade hardware/software, backup/restore user's data.

Manage and Administer Windows XP and Windows 7 workstations and laptops

Diagnosis of desktops/laptops, applications, network/local printers issues

Install, configure, test, maintain, monitor and troubleshoot end user’s workstation and related hardware/software to deliver required desktop services

Swap out existing equipment, including power down of existing equipment, un-racking/ un-stacking the existing equipment, rack/stack of new equipment, and power up of new equipment. Restart equipment as directed

Accurately document instances of desktop equipment or components failure, repair, installation and removal

Provide support for customers as they move in and occupy new space

Installation and support of telecommunication equipment

Maintain a log of all problems detected and system backups.

Components level break/fix for Dell/Lenovo/HP desktops/laptops, HP/Lexmark/Ricoh Laser Jet network printers

Analyze configuration management processes and procedures; recommend processes, software, and procedures to ensure effective configuration management

If necessary, liaise with 3rd party support and PC equipment vendors

Rebuild end user’s corrupted data

Planning, developing, installing, integrating

Troubleshoot network communication issues

Setup/install new network printers then add users

Provide tech support to other technicians nationwide.

Act as Team Lead for many special projects such as migration from Windows XP to Windows7, Sever Refresh, MAC requests

Travel out of designated territory and work long hours to repair user's PC problems

Answer to and perform moves, adds and changes(MAC) requests by authorized managers

Support MACs and projects as directed: attending project meetings, performing site surveys, installing equipment, providing onsite support of project drive changes, removing old equipment from service, supervising and coordinating local activities such as cabling, wiring, and telephone company onsite work and other assigned duties in support of projects.

Train end users how to properly operate PC equipment and docking station

On call 7 days per month

Knowledge of OTIS and Clear Vision ticket systems

CETEC Solutions-Gardena

Field Services Technician

3/2008-8/2011 Hours: 50/week

Manager: Brian Hurley

Rebuilt site’s corrupted IBM POS terminals & PC Server for Arco and Thrifty gas stations.

Structured cabling, installation, terminating, testing, labeling Cat3, 5, 5E/6, jacks, connectors, and patch panels and 66/110 Blocks

Support MACs and projects as directed: attending project meetings, performing site surveys, installing equipment, providing onsite support of project drive changes, removing old equipment from service, supervising and coordinating local activities such as cabling, wiring, and telephone company onsite work and other assigned duties in support of projects.

Swap out existing equipment, including power down of existing equipment, un-racking/ un-stacking the existing equipment, rack/stack of new equipment, and power up of new equipment. Restart equipment as directed

Components level break/fix for IBM POS terminals, server and network receipt printers.

Answer to and perform moves, adds and changes (MAC) requests by authorized managers

Received and responded to incoming calls, pages, emails regarding support request in the coverage area – always in a professional & efficient manner.

Reprogramed Pin pads, Scanners, and V900/920

Troubleshot network communication issues

Traveled out of designated territory and worked long hours to fix problems and to bring site up to normal operation ASAP

Trained end users how to properly operate PC and POS equipment

Walked customer through problem-solving process

Setup, tested new entire POS system for new sites

Assisted business owners with renew contract

Performed break/fix for Pay Island Cashier machines (PIC)

On call 7 days per month

Micros System-Huntington Beach

Field Services Technician

3/2007- 2/2008

Hours: 50/week

Respond promptly to customer enquiries in person or via telephone, text, and e-mail – always in a professional & efficient manner.

Install and tested new equipment: Preprogram Servers, workstation4, LX, 2010, Cash drawers, Epson receipt printers, Switches, NetCC, RCC, Routers, KDS, Bump Bars, UPS, RDC, External Modems, Line Conditioners, and Pole Displays.

Components level break/fix for Micros POS terminals, PC server: WS3, WS4, Eclipses, 2010, PCWS64, Ultra, Epson Printers: TMU-200B, 220B, TM88-I, II, III, IV.

Troubleshot software: 2700, 3700, 8700, 9700, and E7.

Troubleshot network communication issues

Involved with special projects for new roll out: Pink Berry, IHOPS…

Trained end users how to properly operate PC and POS equipment

Walked customer through problem-solving process

Assisted business owners with renewing contract

Dropped, terminated, tested, toned and labeled voice/data jacks

On call 7 days per month

ETS- Contractor-Costa Mesa

Field Services Technician

2/2007- 3/2007

Hours: 40/week

Components level break/fix for IBM POS terminals and PCs

Respond to written and oral inquiries from customers and headquarters; providing information and assistance on work orders.

Provided POS services for Targets, Mervin’s, Walmarts and Home Depots

Trained end users how to properly operate PC and POS equipment

Walked customer through problem-solving process

Communicate with Operation Management team to inform issues and resolves

Communicate with Project Manager and Branch Manager regarding local issues and updated progress.

Trained and assisted team members with technical difficulties

Assigned and monitored team members with their assignments

Dropped, terminated, tested, toned and labeled voice/data jacks

ITech Career Paths-Huntington Beach

Academic/Career Counselor

July 2006 – April 2007

Hours: 40/Week

Recruit new clients

Assist and advise new clients in choosing proper IT programs for their needs

Assist clients with their daily classroom assignments

Communicate with management and staff regarding business improvement: marketing, jobs placement, and teaching skills

Communicate with other agency Representatives to expand business network connections

Cal-Comm-Huntington Beach

Computer/Telecommunication Field Services Technician

June 2005- July 2006

Hours: 50/Week

Responded to written and oral inquiries from customers and headquarters; providing information and assistance on work orders

Support MACs and projects as directed: attending project meetings, performing site surveys, installing equipment, providing onsite support of project drive changes, removing old equipment from service, supervising and coordinating local activities such as cabling, wiring, and telephone company onsite work and other assigned duties in support of projects

Swap out existing equipment, including power down of existing equipment, un-racking and un-stacking the existing equipment, rack and stack of new equipment, and power up of new equipment. Restart equipment as directed

Performed appropriate record keeping and reporting tasks and capturing essential statistical data for monthly reports and assists in the preparation of those reports

Dropped, terminated, tested, toned and labeled voice/data jacks

Computer Comprehensive Service -Foothill Ranch

Computer Service Technician: 2004-2005

Hours: 40/Week

Responded to written and oral inquiries from customers and headquarters; providing information and assistance on work orders.

Performed appropriate record keeping and reporting tasks and capturing essential statistical data for monthly reports and assists in the preparation of those reports

Troubleshot and repair defective PCs: HP, Compaq, E-machine, and laptops: Acer, Dell, and HP.

Assisted Supervisor and Manager with special projects such as: inspects for safety issues throughout the plan, creates new procedures for all work stations, and interacts with Engineer department regarding new products and procedures.

Elite Tech Service - Newport Beach

POS Field Services Technician

2004-2006

Hours: 40/Week

Responded to written and oral inquiries from customers and headquarters; provided information and assistance on work orders.

Performed appropriate record keeping and reporting tasks and capturing essential statistical data for monthly reports and assists in the preparation of those reports.

Troubleshot, repaired, and replaced POS terminals, receipt printers, monitors, touch screens, system boards, NICs, memory modules, barcode scanners, Pole display, cash drawers, cards reader

Education

Southern California Institute of Technology- Anaheim, CA

BS. Electronic Engineering

AS. Computer Science

Monterey Park College- Stanton, CA

Computer Service and Maintenance Certificate

ITech Career Paths- Huntington Beach, CA

Advanced Senior Networking Program

Training

Monthly Safety Training

CPR

Ethic Training

Leadership Training

Certifications

2000 MCP, MCSE

2015 Dell Desktop/Laptop

2015 Lenovo Desktop/Laptop

2015 HP Desktop/Laptop

A+

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