Technical Support Manager

*** *. ****** **. #*

Anaheim, CA *****

Cell: 714-***-****

Anh-Huy (Michael) Ho Email: ********@*****.***

Professional Profile

With over 16 year experience in the Information Technology industry that includes, Technical Support in large scale Data Center environment, Technical Account Management, Project Management and Client management. Responsible for managing a support team to resolve client issues to maximize uptime. Manage high profile customer accounts. Solid technical skills with outstanding attendance and customer service records. Continually researching markets and updating knowledge to stay abreast of emerging technology.

Technical Skills

Education: Coleman College

Certifications: Microsoft Certified Professional

ITIL Foundation Certification V3 (2015)

PMP Training (2007)

Actively working on CCNA

Operating System: 2000/XP; Server NT/2000/2003/2008/2012;Exchange Server; Mainframe; Midrange; Distributed Systems; Unix, AS400; Linux; Vmware. Citrix

Hardware: Servers: Compaq, Dell, HP, IBM

Desktop/Laptops: IBM, Dell, HP, Clone, Compaq

Networks: WAN, circuits, LAN, routers, switches

Software: MS Office 2007/2010; MS Project/Publisher/Visio; Word Perfect; Outlook 2003/2007/2010; GHOST; Loan Origination; pcANYWHERE; Reach Out; VPN; RAS; Cisco Works; Telnet, Hyper Terminal; IIS; TCP/IP; Active Directory Management; Secure CRT; Firewall; Desktop/Mail/Gateway Security;SharePoint;

Monitoring Tool: Topaz; SiteScope; VitalNET; WhatsUp Gold; CompuWare; Solar Winds; Gomez; Nagios, AppDynamics; AlertSite; SCOM; Zabbix; Quagga;App Dynamics; AlertSite;Zabbix;Nagios

Ticketing System: Heat; Target; Siebel; Advanced Help Desk; Tech Excel; ServiceNow; Sales Force; BMC;ZendDesk;SalesForce

Other: Service Level Agreement; Hiring; Reviews; Interviews; Technical Writing; Technical Documentations; Automation Platforms; NOC; Data Center; Workflows; 24/7 environment; Software testing and documentations; Process Improve Meetings; Training; Change Management; Implementations; Technical Account Manager; Support Manager; Customer Manager; Incident Management; Critical Management; Service Desk; Standard Operation Procedures

Professional Experience

IT Training Present

Working on CCNA and CISSP Certification.

Project Management Program at UC Irvine (7 classes). These are night classes.

Cylance Inc., Irvine, CA 1/25/2016 – 7/29/2016

Tier III Cyber/Information Security Support Engineer

Take ownership of customer issues and see problem through to resolution and provide enterprise level technical support via phone, web, email and remote session (GoToAssist).

Analyze debug logs to research, diagnose and identify solutions to resolved customer issues.

Set up test systems (VMware) to replicate customer’s issue to pinpoint issue and find a fix.

Provide prompt and accurate feedback to customers.

Contribute to the body of knowledge by creating knowledge base articles and other technical documents.

Assist customers with Best Practice configurations of software.

Work with other IT departments to resolve issues.

Managed incident workflow from initial issue to resolve state and ensure SLA is met.

Provide recommendations to customers with best practice configurations to maximize end point protections.

Interface with internal and external management to recommend best alternative course of action to resolve urgent issues.

Build strong relationship with customers of all levels.

On call 24/7 rotational support.

Experian Inc., Costa Mesa, CA 07/2013 – 9/18/2015

Senior Network Operations/Incident Management

Use various monitoring tools to proactively identify problems with systems, hardware, software, network infrastructures.

Configured monitoring tools to monitor systems to help react to issues before it becomes outages.

Work closely with other IT technical teams to identify, diagnose and resolve production issues.

Plan, evaluate, and execute assigned projects (implementation) from direct manager.

Help mentor team members with technical issues.

Act as Incident Management during service outages and gather technical resources to join the bridge to work on the issue.

Oversee incident service request and workflow. Managed incidents from start to resolution.

Help design and create Standard Operation Procedures.

Create technical process documentations to help mentor junior team members.

Help create SLA process to ensure critical issues are resolved in a timely manner.

Write up root cause analysis once the service outage was resolved.

Help determined if an incident is considered an outage.

Responsible for systems availability and uptime.

Assist with monitoring automation configurations.

Make recommendations to help improve support process and procedures.

On call 24/7 rotational support.

Kofax Inc., Irvine, CA 12/2012 – 07/2013

Technical Support Engineer

Research, diagnose, troubleshoot and identify solutions to resolve customer issues related to application use, design and configuration.

Take ownership of customer issues and see problems through to resolution and provide enterprise level technical support to our customers via phone, web, and email and other support channels as required.

Effectively communicate complex technical issues to a broad range of customers and departments within Kofax, such as product management, software engineering, sales, and quality assurance.

Prepare test systems for replication of user issues.

Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.

Tickets.com, Costa Mesa, CA 5/16/2011 – 12/2012

Network Operations/Incident Management

Respond to phone, email and web requests.

Proactively monitoring the company's networks and work with Network Engineering group to detect problem and ensure uninterrupted operations of the networks.

Work with Local Exchange Carrier to restore network connectivity

Analyze router logs to troubleshoot network performance related issues.

Responsible for DR Documentations for the NOC.

Review incidents and provide necessary actions to ensure incidents are escalated accordingly.

Create technical documentations to minimize third level escalations.

Manage incident workflow to ensure SLA is meet.

Managed technical bridge for service outages. Gather technical resources to join the bridge to resolve the issue.

Responsible for all systems availability.

Assist with reports automation configuration.

Provide root caused analysis to upper management to review once the service outages were resolved.

Trend Micro, Arlington, TX 10/2008 – 12/2010

Technical Account Manager (Information/Cyber Security)

Responsible for 18 Enterprise Level accounts

Identify, manage and drive technology solutions for customers using Trend Micro technology approach of assess, plan, design, implement, support.

Proactively drive to create success in challenging situations, through problem solving, attentive communication, and relentless persistence to provide an excellent customer experience.

Take initiative to identify opportunities within client accounts to improve service delivery and reduce the risk/impact of similar future problems.

Develop and maintain strong customer relations with clients.

Assist customers to implement Trend Micro software throughout their network (install, upgrades, configurations and implementations)

Upsell products and account renewals

Log analysis to troubleshoot issues.

Acts as a single point of communication for tactical issues, escalation and resolution for assigned accounts.

On call 24/7 for assign accounts.

First American Corporation, Dallas, TX 10/2004 – 10/2008

Senior Network Analyst (NOC)

Lead resolutions of critical account issues

Analyzes the result of workflow plans, monitors the operating systems and recommends changes to improve processing and utilization

Work with management team in the development of new support processes and enhancement to existing processes

Work with personnel to identity areas of possible automation and /or improvement to provide better service and enhancement problem resolution

Pull router logs making sure traffic are passing through accordingly. Telnet and Dial into customer’s routers to troubleshoot connection problems

Provide second level software support, data connectivity, network monitoring and respond/resolve issues accordingly.

Responsible for network connectivity and systems availability in a 24/7 environment.

Create technical documentations for the team to follow to ensure SLAs are met.

Ensure process and procedures are Standard Operation Procedures.

Manage incident workflow and Service Level Agreement

Viacore, Irvine, CA 10/2002 – 10/2004

Network Operation Engineer (NOC)

Planning and managing new release rollouts and testing. Ensure hardware, software, and critical updates are up to date.

Work with other IT department to plan and implement Disaster Recover project.

Monitor infrastructure, WAN connectivity, and business processes for exceptions and work with other IT departments to ensure resolutions

Coordinates with appropriate parties to leverage resources and solutions to meet service level agreements.

Troubleshoot network connectivity and software configurations to minimize customer downtime

Work with other IT department to plan and implement Disaster Recover project.

Monitors workflow and supports projects in allocating resources based on project need and priority

Accredited Home Lenders, San Diego, CA 9/2000 – 10/2002

Support Manager

Coordinate with internal business customers, IT department contacts, project team members, service providers, and others as appropriate to define and execute project requirements.

Manage a team of 7 Support Analyst and responsible for all support aspect.

Oversee the development, implementation, and administration of help desk staff training procedures and policies

Liaise with vendors for the procurement of new systems technologies, oversee installation, and resolve adaptation issues.

Appraises performance, rewarding and disciplining employees; addressing complaints and resolving problems

Manage incident workflow

Develop Service Level Agreement and ensure that all policies and procedures are in place

Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.

Reference Available Upon Request

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