IT Support

Toan Phan

*** ***** ****** *****, ********, Texas 75070

(760) 975 – 4327 ***********@*****.***

SOFTWARE

Windows Server 2003/2008R2/2012R2, SQL Server 2005/2008/2014, Windows XP, Vista, 7, 8 and 10, Active Directory, SharePoint, Spicework Helpdesk, Symantec Backup Exec 2010, MS Office 2007/2010/2013, Office365, Sage Accpac, Sage MAS500, CRM, HTML, Google Apps, Postini, Lotus Notes 6.0–7.5, Lotus Notes Domino 6.0-7.0, Ghost Image, Norton, McAfee, Remote Desktop, VPN, PCAnywhere, Logmein, GotoAssist, Dropbox, SecuriSync, OneDrive for Business, Adobe Suite (DreamWeaver, PhotoShop, Adobe Acrobat)

HARDWARE

Familiar with PC’s (HP, Dell and Lenovo), Blackberry’s, Tablets, iPhone, HP Printers, basic Cisco System routers (Meraki MX64 and 100), Cisco VOIPhone, servers, hubs, switches, and coaxial cabling

EXPERIENCE

March 2012 – Current

Expense Reduction Analysts - IT Support Manager

Managing IT staffing, including recruitment, supervision, scheduling, development, evaluation and disciplinary actions

Oversee negotiation and administration of vendor, outsourcer, and consultant contracts and service agreements.

Interact and negotiate with vendors, outsourcers, and contractors to secure network products, services and licensing

Define and communicate project milestones, service level agreements, and resource allocation to executive team, department leads, support staff and end users.

Develop and review budgets for IT department and ensure they comply with stated goals, guidelines and objectives

Review performance of IT systems to determine operating costs, productivity levels and upgrade requirements

Maintaining a good understanding and technical knowledge of current LAN network, PC operating systems, hardware, overall technology and standards

Oversee email migration from Google Apps to Exchange 2013

Oversee installation, configuration, maintenance and troubleshooting of Expense Reduction Analysts application or software, end-user workstation hardware, and peripheral devices

Conduct research on software and hardware products to justify recommendations and to support purchasing efforts

Participating in the planning, designing, development and deployment phase of our new applications, and enhancements to existing applications

Participating in network design and capacity planning

Maintain the inventory of PC’s, laptops, MACs and other hardware

Personal IT support to executive members like CEO and CFO

Providing hardware and software support for 700+ users around the world (US, Australia, New Zealand, Brazil, Mexico, Canada and Europe)

Managing SpiceWorks helpdesk module by following ITIL methodology (averaging about 100 tickets a week)

Create and maintain helpdesk policies, helpdesk management system, design methodologies, change management system, system securities, user support policies and telecom policies

Work closely with Marketing department to ensure the public marketing website is up to date, and online with minimal downtime

Work closely with Controller and Accounting department on IT spends and budget

Provide all aspects of IT support on a global scale including system and software support for CRM system, Procurion (RFP) system, email system (Exchange 2013), servers, network connectivity, network settings and securities, data backup, telecommunication system, and other software and tools

December 2009 – March 2012

Expense Reduction Analysts - System Administrator

Diagnosed and solves system problems using industry standard best practices for problem determination and resolution.

Maintained disaster recovery plan including daily backup procedures

Maintained documentation of overall server environment and operational procedures

Performed routine maintenance during off-hours in order to minimize the impact of network downtime.

Checked servers for clustering problems, replication problems, mail routing problems and application performance issues, including accessing servers and reviewing logs as necessary to assess current situation and review performance

Responsible for network security, including remote access, VPN, firewall, anti-virus tools and other mechanisms

Responsible for coordination and execution of technical support services to internal users of the company’s data and telecommunication systems.

Responsible for the implementation, maintenance and management of servers, desktops, laptops and network devices. This includes configuration, maintenance, and problem solution of the operation system and applications.

Add, remove and modify user profiles in the system. (Window Active Directory & Domino Lotus Notes Accounts)

Managed all Lotus Notes internal databases, including Lotus Notes Engineering Process Change database, Help Desk database (feedback.nsf) and Domino Mail server

Setup and configure laptops/desktops (partition hard drive, create volume, OS Installation, MS Office installation and adding computer to domain.)

Maintain an inventory of office supplies, computers hardware and software using Spicework inventory module

Assisted IT Director with configuring Windows Active Directory structure, acceptable user policies and IT management policies for the company

Managed nightly backup data using Sysmantec Backup Exec 2010

Provided level 2 support to escalated tickets from help desk support

Add, remove and modify email accounts & groups via Google Apps Admin console

Managed Google Apps Postini Spam Filter application by creating customized rules and policies to protect our mail domain

June 2008 – December 2009

Expense Reduction Analysts - Software Analyst

Worked directly with Software Engineers, System Administrators, Support Analysts, Project Manager and Upper Management to resolve customers’ reported software problem and issue.

Troubleshoot, debugging and fixing software problems using Lotus Notes R6.5 and Domino Designer to code and run Agents

Developing Lotus Notes databases using Domino Designer

Prioritized feedbacks, managing individual projects, provided training documents and webinar sessions to our end users

Provided phone customer service and technical support for end-users, contractors and staffs via email and phone supports.

Managed and troubleshooting Domino Server tasks and Agent Manager, assigning Access Control List (ACL) access rights and roles.

Updated our Lotus Notes platform from 6.5 to 7.0

Managed Lotus Notes Address Book, creating User Accounts, Groups and adding users to their group.

Managed Blackberry Enterprise server and Lotus Notes email

Participated in a migration from Lotus Notes platform to a custom built web-based ASPX and .Net intranet and Google Apps.

October 2005 – April 2008

Mobile System Wireless - Junior Developer

Tested, debugged and updated to optimize our custom developed Access 97 POS program.

Tested and updated our customized Web-based Framework Sales program and Operation program

Created reports using SQL database & Visual Basic applications

Created databases using Access 97 application to keep track of company inventory

Created web-based forms using SQL tables, databases and VB application

Created user guides and training for end-user (sale representatives) on our POS program

October 2003 – October 2005

Mobile System Wireless - IT Support Technician

Daily desktop support to 53 stores via phone and Service-Now helpdesk

Tested and Repaired computers, printers, keyboards and RF scanners

Provided hardware field supports by travel to the stores

Worked with ISP such as Verizon, AT&T and COVAD to troubleshoot and maintain our DSL and T1 circuit.

ACCOMPLISHMENT

Expense Reduction Analysts - Employee of the Year 2011

Successfully migrated email platform from Lotus Notes to Google Apps in 2009

Successfully migrated all CRM database from Lotus Notes to web-based Framework CRM in 2009

Successfully migrated email platform from Google Apps to Exchange in 2013

EDUCATION

UCSD class of 2005 – B.S in Computer Science

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