Customer Service Support
Resume:
B A O M I N H N G U Y E N ( S I M O N ) - * * * * 9 3 5 C a n a d a I n c.
********@*****.**
Languages: English (Fluent), French (Functional), Vietnamese (Fluent) PROFILE
Experienced Flight test Telemetry & Data Operator
Certified IT Professional with solid experience in computer and networking services
Experienced computer technician with strong customer service skills
Good problem solver of technical issues
Self-motivated, flexible, quick and eager learner of new technologies CERTIFICATIONS
Cisco System: Cisco Certified Network Associate (CCNA)
CompTIA: A+, Network+, Linux+
Microsoft: Microsoft Certified Professional (MCP) EDUCATION
2003 Cisco Certified Network Associate
Cisco Networking Academy
McGill University, Montréal, Québec
2002 Certificate of Software Development for Visual Applications Concordia University, Montréal, Québec
2000 Bachelor of Electrical Engineering in Telecommunication McGill University, Montréal, Québec
CAREER-RELATED EXPERIENCE
2013 - Present Telemetry Data Operator evening lead – BFTC Ground Station Bombardier Flight Test Center – Bombardier Aerospace - Mirabel, Quebec
Operate Telemetry Antennas in Flight test sessions of CSeries Flight Test Vehicles (FTVs)
Process Flight Test Data recordings for Data Playback & Online Data Request
Program Fly-By-Wire TTP recorder & setup TTP computer for real-time display on FTVs
Setup and Maintain Telemetry & Computer Equipment on FTVs and in Telemetry rooms
Assist engineer to build/maintain/use Symvionics IADS Analysis Windows for Flight tests
Process Photos/Videos of Flight tests and any IT service requests from test engineers
Backup/Restore data and Maintain Linux data server 2012 - 2013 Senior Systems Technician – Stefanini Inc. – Montreal, Quebec
Windows XP to Windows 7 migration contract for Imperial Tobacco Canada Ltd.
Backup/Install/Restore Data and Active Directory migration of up to 1000 laptops/PCs
Setup, configure and support IBM Lotus Notes 8.5, Microsoft Office 2010 & Other Software 2006 – 2012 Helpdesk Analyst – IT Helpdesk
.IDEA (formerly Ajilon Consulting) - GlaxoSmithKline IT Helpdesk - Montreal, Quebec
IT Support for GSK’s employees in Asia Pacific, North America and Europe using Remedy
Network connectivity support: TCP/IP, SecurID IPASS VPN, Fiberlink e360 Wireless
Operating System support: Windows 7, Windows XP Pro, Active Directory
Email support: MS Outlook 2007, Lotus Notes v6.0 and 6.5
Application support: MS Office 2010/2007/2003/XP, Symantec & other GSK Propriety Apps
Hardware support: IBM ThinkPad Laptops, Dell Desktops & Laptops, Printers, Projectors B A O M I N H N G U Y E N ( S I M O N ) - 8 5 1 9 9 3 5 C a n a d a I n c. CAREER-RELATED EXPERIENCE (CONTINUED)
2005 – 2006 SPOC (Single Point of Contact) Agent – IT Helpdesk HP (Hewlett-Packard) Americas Helpdesk – Kirkland, Montreal, Quebec
Provided First Level IT support for HP’s employees in North America and Worldwide
Network connectivity support: TCP/IP, Nortel Contivity VPN, MSRA VPN
Hardware support: HP Desktops, Laptops, Blackberry, Printers 2003 – 2004 Software Designer for Automation Applications Sidel Canada Inc. – Laval, Québec
Developed using VB6 & VB.NET and maintained QIT (Quality Improvement Tools) software package to monitor errors and bug fixes and improvement to various software packages in EIT department
Supported both internal (QIT) and external (EIT) customers’ strict requirements and high expectations
2000 – 2001 Software Developer
ACT Inc. - Montréal, Québec including a 3-month project at Enovia - North Carolina, US
Developed and tested EV5 Portal, a middleware application to interconnect two systems: Enovia V5 and PM (Product Manager) using Java on Unix AIX & DB2 database
Generated Test Plans, based on knowledge of customers’ requirements and previous similar projects, to be used during Customer Acceptance Tests
Documented activities during project based on project requirements. Produced System Design Documentation based on understanding of the technical system specification, to explain the system design
1998 – 2000 Computer technician
Alpha Computer Services - Montréal, Québec
Provided services to fix customers’ computer and networking problems
Trained customer how to use computer and applications
Assembled and trouble-shoot PCs - Upgraded PC hardware and software TECHNICAL SKILLS
Operating Systems:
Microsoft: Windows 95/98/Me/NT/2000/XP/Vista/7/8, Server 2003/2008r2
Linux: Ubuntu, Red Hat, CentOS, Fedora
Unix: Sun Solaris, IBM AIX
Apple : Mac OS X
Programming Languages:
C/C++, Microsoft Visual C++, Visual Basic 6, VB.NET, MFC, UML
Java, Perl, PHP, HTML, XML, SQL
Networking:
Ethernet, TCP/IP, VLAN, NAT, Secure Wireless 802.11
PPP, ISDN, Frame Relay, RIP, IGRP, EIGRP, Access Control Lists ACTIVITIES AND INTERESTS
Music Play organ/piano for Our Lady of Perpetual Help Choir in Montréal (1992 - present) Sport Enjoy bicycling and jogging, love watching hockey Cinema Like watching adventure and musical films REFERENCES
Available upon request
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