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Technical Support Engineer

Location:
Sunnyvale, CA
Salary:
OPEN
Posted:
November 16, 2016

Contact this candidate

Resume:

Holly Phan

Sunnyvale, CA*****

Cell: 408-***-****

acxi2f@r.postjobfree.com; acxi2f@r.postjobfree.com

Objective:

To obtain a position in System Administration/IT Specialist or any related field

Also a position in the Electronic/Lab. Technical support or any related field

Summary:

Over 20 years of experience in the computer industry. Highly motivated IT/Technical Support professional include System Engineering and Administration. Very comfortable in interacting with all levels of the organization and public. Able to negotiate and problem solve quickly, accurately, and efficiently. Adept at multitasking to achieve individual and team goals. Diverse background includes testing, QA, customer service and engineering labs. Committed to quality and excellence.

Computer Skills:

Software Tools: C++, Visual Basic, HTML, Java.

Software Application: SCCM, MS Office, Visio/Orcad, Saleforce, Quicken, Peachtree, SAGE, MS FrontPage, Oracle, Lotus etc.

Hardware: Digital Multi-meter, Signal Generator, Oscilloscope, Hubs, Routers, and Bridges.

Platforms: UNIX, Linux, Novell, Windows 98/2000/NT/XP/2003/Seven/8, OSx and MS DOS.

Qualification Highlights

Very skilled at building PC’s from an empty case up to completion and at troubleshooting the same. This includes installing and configuring modern PC BIOS, Windows, Linux, UNIX, Novell and MAC. I am very familiar with Networking, Linux, UNIX, Novell and Windows9X/NT/2003/XP/Vista/Seven/8. Also Experience of Microsoft Office Suite, Cisco WebEx and many other applications (Sale, Accounting, Engineer and Marketing) used in the support of High Tech Equipment.

Knowledge with Various Hardware – Servers, Laptops, Router, Pc’s, Clients and PDAs.

Knowledge on MS Active Directory, Citrix, Exchange Management Console, and VMware, etc.

Managed the daily activity of our organization, responsible for client and customer calls. Maintained network and technical support for over 500 users on the complex network environment of many different systems (DELL, HP, Apple, IBM, Sun and other platform).

Experience with most client/server, network software such VPN, Remote Access, MS Exchange, Proxy Servers, VMware, and Web-Emails.

Administer and repaired hardware/software for local users, remote users and IT Room.

Experience of install application software for PCs, Laptops and Servers which included Anti-Virus, MS Office, Lotus, Oracle and others database.

Recognized for my Phone Skills with technical support for customers and clients. Performed upgrade hardware and software for whole organization, this is including global network (WAN).

Experience with Cisco Phone, Cisco Equipment (Hub, Switches, Routers, etc.) configuration, deployment.

Proficient in providing software support such as MS Outlook, MS Office Suite, Cisco WebEx, and VPN

Holly Phan

Sunnyvale, CA94089

Cell: 408-***-****

acxi2f@r.postjobfree.com; acxi2f@r.postjobfree.com

Work Experience:

IT Support Specialist – MTI Fremont, CA August 2010- Present

Back-end support, high-end support, and various other headings denoting expert level troubleshooting and analysis methods.

In charged with installing, supporting, and maintaining servers or other computer systems, and planning for and responding to service outages and other problems.

A consultant for computer problems beyond the knowledge of technical support, demonstrate a blend of technical skills and responsibility.

Installing and configuring new PCs, hardware and software.

Delivered Technical Support over the telephone or online by e-mail or a web site or a tool where users can log a call/incident.

Troubleshooting software related problems via remote desktop connection.

Performing backups, migrating data over network with vary software tools or manually.

Applying operating system updates, patches, and configuration changes.

Adding, removing, or changing/updating users or computers on Active directory, DNS servers.

PCs deployment and Administrative control of Microsoft SCCM (2007, 2012).

Support Mobile Devices: Smart Phone, IPhone and Tablets (Android, Apple IOs, Windows Mobile).

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution

IT Specialist - Post Path Evolved Mountain View, CA June 2006- Nov 2009

Systems analyst and technical supports. Knowledge of Microsoft Windows (2000/2003/XP/ Vista/Seven, Linux, UNIX, Novell and other Operating System, Wireless Network include ATM, Radio and Broadcast.

Build, troubleshoot and repair PC’s/Notebooks which include hardware and all OS. Build new PC’s from scrap that including installing and configuring BIOS and Windows, Novell, Linux.

Experience with Microsoft SDK’s and PC Benchmarks that including installation, testing and validation the compatibility with products and environment.

Define, implement and support corporate IT infrastructure and applications, including network services, security, Windows server administration (VMware, SQL, Active Directory), storage and backup (Ghost, Drive Copy, Drive Images) maintain database administration which include install, setup, create local and remote user (VPN, Remote Access).

Provides IT assets for employee travel (laptops, blackberry, etc.) and supports ICRW permanent laptop assignments

Reload the operating system from Ghost, Image and re-install from CDs. Configure and install drivers on Windows Operating System, Novell and Linux.

Handle Help request for office upgrades, Internet upgrades and patch installation as well as install of new software.

IT Inventory Management, Track and maintain IT Assets.

Holly Phan

Sunnyvale, CA94089

Cell: 408-***-****

acxi2f@r.postjobfree.com; acxi2f@r.postjobfree.com

Test/Labs Engineer - CyberHome Entertainment Fremont, CA April 2004-June 2006

Assist Engineer Labs with IT related procurements and negotiation. Daily backup data and restore data. Build and upgrade PCs’ which include install Operating system, drivers, and Application software. Create and burn Drive Images as well as re-store images back on systems.

Create and test all movies format with most DVD Players software such WMA, Cyberlink PowerDVD, Roxio, Nero Showtime, DVD Shrink, DVDFab, DVD Decrypted as well as burning software such NERO, Roxio, and others.

QA Review and audit of all validation documentation include equipment, manual, ECR/ECO and E-com. Responsible for the review of validation finished good products. Monitor validation programs and master plans set quality standards. Also responsible for processing fail investigation analysis during Validation.

Experience of Video Testing and Converting for all video formats such MKV, AVI, MPEG, MP4, 3GP, VOB, WMV, FLV, SWF, DivX, QT, HDMI, and H.264. Identify, Analyze, and document defects, questionable functions, errors, performance failures, and inconsistencies in firmware implement function. Create test plan, test checklist, and test final reports. Also responds for product verification.

Knowledge of music and video converting programs such Xilisoft, WinAVI, 123Video, VSOCovert, Sure thing HD Covert and PowerVideo.

Knowledge of movies make programs such TmpGence, NERO, DivX Author DVD, Easy Video and UleadFactory.

Technical Support Engineer - Silicon Magic Corp. Sunnyvale, CA July 1999-Dec 2004

Systems analyst and technical supports. Knowledge of Netware, MS, Linux, UNIX and Mac Operating System.

Build personal computers; upgrade hardware and software for PCs-Notebooks-Macintosh.

Experienced with wireless network include ATM, Radio and broadcast.

Maintain network (LAN and WAN), mail servers. Strong knowledge of SQL, Oracle, Outlook, and Exchange database. Ability to understand at a deep level complex technical applications

Member of technical staff for designing Optical products (CDR, CDRW, DVDRW) Knowledge of R/D procedure. Create GUI by using VB/C++ and developing SW test cases and test plans.

Maintain Engineer Labs. With PC’s, Network Administration, Create, Setup and managed email Accounts for 200 Users. Daily Backup data. Re-load Operating System from Images, CD/DVD as well as install and configured drivers.

Assist Engineer build fixture, firmware, testing and all engineering works as well as prototype.

Author basic test tools for group use. Suggest, implement and evaluate approaches to testing strategies in Windows, UNIX and Linux environments and across a wide variety of platforms, programming language C++, and Visual Basic for SDRAM and Optical products.

Experience of Microsoft WHQL certification testing on device drivers for PC Hardware.

Experience of testing and troubleshooting on external devices such printers, DVD Burner, Flash Drives, Hard Drives, Video Players which include USB, F1934 and DVI connection.

Holly Phan

Sunnyvale, CA94089

Cell: 408-***-****

acxi2f@r.postjobfree.com; acxi2f@r.postjobfree.com

Technical Engineer - Digital Papyrus Inc. San Jose, CA May 1998-July 1999

Ability to write test scripts and harnesses using C++, MS Access, Visual Basic and SQL as appropriate. Understanding of relevant technologies (e.g. databases, C++/Java, UNIX). Skill in recognizing and troubleshooting problems with testing programs and controller chipset. Deal with C++, OrCad and other programs

Execute and witness test procedures, work with the engineering team to identify and document test failures, maintain test metrics and report them to management, and assist other members of the testing team to modify test procedures.

Assist Engineer Team to program Firmware on ROM, RAM, SRAM, EPROMS, and Devices as well as re-program Firmware. Perform testing all versions of Firmware and software before release. Knowledge of Oracle, SQL, MS Access, MS Active Directory, and Lotus.

Maintain Engineer Labs which included testing, troubleshooting and collecting data. Create and setup PCs, network and user account for all users.

Technical Support - Silicon Graphics Inc. Mountain View, CA March 1991-April 1998

Experience with corporate and R&D IT support and administration in UNIX (Iris)/Linux and Windows environments. Strong networking skills - routers, hubs, switches, firewalls. Advanced skills in server related technology - file, print, storage/RAID systems, backups, SAN, etc. Excellent knowledge of network protocols (HTTP, TCP/IP, SMTP, DNS, VPN).

Supporting production lines in technical and troubleshooting fixture, system and equipment’s as well as client/servers system.

Maintain the complex network with IRIS UNIX, MAC and Windows NT for over 1000 Users.

Create and maintain emails accounts including Telnet, Web-mails.

Troubleshooting various hardware and network problems including repaired and upgrade hardware, software and application.

Education:

Microsoft Certify System Engineer - Heald Institute of Technology-Milpitas, CA

Computer Electronic Technology - Mission College-Santa Clara, CA

Apple Certify MAC Integration - Apple Inc.



Contact this candidate