Engineer Technical Support
Resume:
KEVIN PHAM
Houston, TX *7086
*********@*****.***
CAREER FOCUS: Wireless Engineer, Network Engineer, or IT Support Analyst.
EDUCATION
University of Houston – B.S. in Technology, 05/2001. GPA: 3.48/4.00.
Major: Information Systems Technology.
Minor: Computer Engineering.
Cisco Certifications: CCNA, CCNA-Wireless, CWNA, CMNA
TECHNICAL SKILLS
• DNS/DHCP Servers, Active Directory, SMS Server, Exchange Server 2010.
• Windows 7 / 8.1 / 10, Microsoft Lync, SharePoint, and Office 2010 / 2013.
• Citrix XenApp 7.6, Allscripts, SecureDoc, PGP, Bit Locker and Bomgar.
• Avaya OneX, Avaya IC, Avaya CMS, SCCM, MDT, WinPE, Ghost Tools.
• 2702, 3702, and 3802 Access Points, VPN Client, LAN/WAN, TCP/IP.
• Cisco Routers/Switches 2800s, 2900s, 3500s, 4948E, 4500s, and 6500s.
• 802.11a/b/g/n/ac, WLC 5500s, LWAP, Cisco Prime, AirMagnet/Ekahau Tools.
• Chanalyzer, RF Troubleshooting & Design, Active/Passive/Predictive Surveys.
PROFESSIONAL EXPERIENCE
GDT – Houston, TX 07/2015 – Present
Wireless Engineer
• Analyze wireless LAN network performance and make recommendations.
• Establish documentation standards and practices for wireless LAN networks.
• Troubleshoot wireless LAN problems with little or no supervision.
• RF Design, RF Survey/Engineering and RF troubleshooting skills.
• Thorough understanding of WLAN technologies including knowledge of
wireless technology 802.11 b/g/n/ac.
• Conduct Passive/Active/Predictive WiFi site surveys.
• Configure and install wireless access points and wireless controllers.
• Use Chanalyzer and Device Finder to track down devices that are interfering
with wireless network, like cordless phones, wireless video cameras, and other
analog devices.
UTHealth – Houston, TX 04/2013 – 07/2015
Systems & Applications Specialist
• Troubleshot and resolved VPN connectivity, hardware/software and network
related issues.
• Performed hardware and software moves, adds and changes.
• Diagnosed desktop, laptop, scanner, and printer problems to determine the
course of recovery action and implemented the needed solution.
• Responded to customers needs, questions and concerns in a professional,
accurate, effective and timely manner.
• Installed/pushed various applications, security updates and encryption
software on desktops and laptops via SCCM Client Center.
• Ensured that all work processes were properly tracked through the HEAT
ticketing system .
• Performed Windows imaging on desktops and laptops by using MDT and
SCCM tools.
• Shared technical and processed knowledge with team members and provided
technical direction as appropriate to associate team members.
• Occasionally worked with vendors and equipment providers.
Avanade – Austin, TX 12/2011 – 04/2013
Deskside Support Analyst
• Setup, maintained and troubleshot desktop and notebook computers.
• Performed manual software install as well as security updates push to
computers.
• Provided additional support to other teams such as A/V, Projector and
networking issues.
• Created a high level of user satisfaction through accurate timely follow up,
strong technical skills, good customer communication and relationship building.
• Collaborated with other IT personnel/departments for escalation, knowledge
transfer, and joint tasks and to establish standards, procedures and projects.
• Assisted remote users with VPN connection, RDP and technical-related issues.
• Troubleshot on site/off site hardware, software, Avaya phones, and printers.
UTHealth – Houston, TX 09/2008 – 07/2011
Network Engineer
• Administered the operation of all LAN/WAN-related network services according
to company policies and procedures.
• Maintained secure transfer of data to multiple locations via internal and external
networks.
• Worked with vendors, clients, and technical staff on network implementation,
optimization, and ongoing management.
• Coordinated and implemented Cisco network software and hardware upgrades.
• Troubleshot and resolved LAN performance, connectivity and related network
problems.
• Assisted other IT departments with network related issues via emails, phones
and Heat tickets.
• Configured and installed layer 2 and layer 3 network devices.
• Conducted wireless site survey to determine the number and placement of
access points that provided adequate signal coverage throughout a facility.
• Managed WLAN Controllers WiSM2, IOS AP, and Cisco WCS Servers.
• Designed and implemented Guest Wireless Access Services.
Accenture - Houston, TX 10/2005 – 08/2008
Deskside Support Analyst
• Assisted Network Administrator with supporting, monitoring, testing and
troubleshooting hardware and software problems pertaining to LAN.
• Managed and updated ValueWeb to keep track of Accenture assets.
• Coordinated with the Falicity and Services staff to install and setup network
connectivities for client meetings.
• Resolved technical-related issues associated with desktops, laptops,
and network printers.
• Deployed workstations with configuration and installation of customized image
to suit business needs.
• Helped end users troubleshoot and diagnose hardware and software issues
via email, phone and BMC Remedy System.
• Ensured proper documentation, tracking, escalation, and follow-up of all
incidents.
• Successfully participated in Network Transformation Program, including
VoIP implementation, installation of routers/switches and cablings.
SwankSoft Technologies - Houston, TX 09/2002 – 09/2005
Lead Technical Support
• Responsible for analyzing and resolving complex hardware and software
problems associated with desktop and laptop PCs and peripherals.
• Managed users/group accounts as well as created and maintained security
permissions in Windows 2003 Active Directory.
• Consulted with the Programming staff to determine, update and test in-house
software products.
• Provided internal user support with configuration and installation of PC
hardware/software.
• Assisted customers to troubleshoot and diagnose software-related issues via
email, phone and Web-based Support Forums system.
• Maintained and administered Domain Server, Storage Server, Network printers
and VPN.
INTERESTS
• Create security tools in Visual Basic language to protect computers against
spyware/adware and back-door trojans.
• Football, Basketball and Ping Pong.
REFERENCES
• Professional and personal references will be available upon request.
Contact this candidate