Quoc Nguyen

U.S Citizen (Public trust clearance)

ad1azx@r.postjobfree.com

Cell phone: 571-***-****

Summary

Over 10 years of extensive experience with Customer service that includes support, service.

Effective ability to analyze, troubleshoot, and resolving tickets in a timely manner, while continuously updating the customer.

Configured Desktop technical issues to include account administration, software installations and hardware configurations

Experience with Blackberry, IPhone and IPad activations/VPN TOKEN. Troubleshooting of multiple devices.

Knowledge of Blackberry Data/Features/Plans

Experience with Active Directory, VMWARE, SCCM, REMEDY, VERITAS, WEBEX, VPN, RDP, BOMGAR, SFTP, DEEPNET SECURITY, SKYPE FOR BUSINESS, Diagnosing computer malfunctions and problems, communicating with system through operator commands.

Microsoft Windows XP Home & Professional, Windows vista, Windows 7 and Windows 10, Avaya IP phone, IBM Tivoli Net View, Microsoft Windows Vista, Windows 2000, 2003, 2008, 2010 Server, Various Virus and Spyware programs ( Norton Virus, MacAfee, Trend Micro) .

Excellent oral, written and interpersonal communication skills as it pertain to problem analyzing, resolving and providing timely updates to the appropriate personnel.

Possesses solid computer skills which include system backups and re-imaging, computer repair, upgrades, data backups, printer setups and networking, other peripheral troubleshooting

Experienced with working in a team environment

Excellent Customer Service Experience

Technical Skills

Windows operating Systems, MAC Operating Systems, Linux Operating Systems, Windows Server Operating Systems, Mainframes, VMware, Vcenter, vsphere client, virtual pc, virtual cloud servers, Dame Ware v.4.7 and 3.7.3.

Microsoft Office 2000,,XP, 2003, and 2007, Telnet, FTP, DNS, DHCP, Ethereal, Internet Explorer, Mozilla, HP-Open view, Track-It, and UniCenter,Deepnet security, cisco vpn, What’s up Gold,Remedy,Lotus note, IBM Tivoli NetView, IBM mainframe o/s, Remedy Service Desk Ticketing Systems, Cisco WAN Management, BlackBerry Web Client Management, Adobe Acrobat, Lotus Smart Suite, Norton Ghost, Symantec Enterprise Antivirus, VERITAS, McAfee E-Policy Agent, Tivoli, GFI LAN Guard, Putty, Snare, Net IQ,

Education & Certifications

Microcomputer usage study certification.

A+ professional certification.

A.A.S degree in Information system technology N.V.C.C 2006

Professional Experience

BARRISTER GLOBAL SERVICE NETWORK Feb 2016-Current

FIELD SERVICE TECH

Onsite desktops, laptops, servers, printers, network services.

Support to troubleshoot, repair, configure, setup all information system devices. Provide all following onsite services:

Cabling

Network

Desktop

Laptop

Printer

Phone systems

Mobile devices

Telecom

POS

Rollouts

Fiber Optics

WiFi Installation

Digital Menu Boards

All O/S reimage, Microsoft products installation…

Other low-voltage installation & repair needs…

Lockheed Martin, Washington DC June 2008 – Feb 2016

Sr Technical Support Specialist/System Admin

Responsible to work as a system administrator to provide tech support to USHOR. Provide support on desktops, servers, printers, network devices, mobile devices including Apple products.

Support to Install, configure & troubleshoot 2003, 2008 enterprise servers, such as application server, database server, and file servers from all hardware platforms. Ex: Dell, HP workstations, RAID, backup storage, HP, CANNON printers, Blackberry devices,backup devices including network devices, telecom equipment such as: Cisco router, switch, hub, Wi-Fi router, csu/dsu, patch panels, Lan cablings...

Knowledge of working with all enterprise servers such as MS 2003, 2008, Exchange and blackberry. Daily working with active directory 2008 to create, add, reset, unlock users and computer accounts.

Experiencing of adding, creating and repair user accounts, computer accounts in Active directory, mailbox

Daily working with Lotus note, ITSM ticket system, Intranet Quorum, Symantec Ghost 8.0, Office 2003, 2007suits, remote support tools such as RDP, VMWARE, Net meeting, SharePoint, MSRA, VPN clients and Customer support tool.

Daily task is monitoring & responding to incoming Lotus Notes Calls, ITSM to troubleshoot all types of desktops, servers, laptops, printers, network, AD accounts and backup issues.

Provide assistances as needed to server projects such as upgrading Insight managers & research.

Resolves technical issues via phone support to internal and outside customer hardware, software, and data cabling in LAN /WAN network, TCP/IP, DHCP, STATIC IP, DNS issues, and all telecommunications systems. Diagnoses, identifies, isolates and analyzes problems utilizing historical database records. Maintains and updates records and tracking databases. Identifies and alerts management to recurring problems and patterns of problems.

AT&T, Washington DC Jun 2011 – Aug 2012

Network Management Analyst

Provide support in the US COURT Network Management Facility. Monitoring a wide area network consisting of about 800 sites nationwide.

Provide support for internal customer calls, e-mails and support tickets.

Proactively monitor all critical infrastructures for power failures, communication line alarms (errors, drops, alarms and escalations according to standard operating procedures).

Escalate issues to tier 3 supports (systems, networking and engineering) as necessary to meet required SLAs.

Track all issues utilizing a ticketing system. Work with Tier 3 support and third party vendors during routine deployment and outages.

Ensure escalations are handled in a professional, consistent manner, and conducts rigorous follow through on escalations.

Provided Support for IBM Mainframes.

Manage incidents from beginning through final resolution, including customer notification.

Monitoring and responding all firewall block/unblock requested from the SOC team. Creating MACD and executing shun and no shun in routers.

Utilizes databases and network communication tool sets such as: Heat ticketing, service desk, Net scout, MRTG and solar wind

09/2007-05/2008 HEALTHWAYS STERLING, VA

IT Generalist

Responsible to back up senior network administrator.

Backup company data via VERITAS Backup Exec -11d.

Daily working with 2003 server such as application server, database server, IBM mainframes, Avaya ip phone, IBM Tivoli Net View and file servers from all hardware platforms. Also managing active directory to create, reset or unlocks user accounts.

Support daily EDI (Electronic data interchange) process.

Monitor company network via GFI Network server monitor 7.

Working with ASDM 5.2 on CISCO pix 515E to monitor traffic, create VPN users account.

Troubleshoot Siemens phone system.

Take ownership and ensure resolution of received and assigned tickets

Negotiate priority level of service requests and ensure that Service Level Agreements are met.

Provide IT support to local users and remote users.

Educate users in using computers, applications and systems.

Educate users regarding IT, corporate policies and procedures, support methods, and applications.

Assist with maintenance documentation and procedures as necessary.

Interact with Vendors to troubleshoot company related software and hardware issues.

Setup and troubleshoot workstations and servers operating on XP and 2003 environment.

Provide feedback and recommendation on software and hardware deployment to senior network administrator.

Daily working with M/S 2003 and 2007 suites, IBM MAINFRAMES, VMWARE, Virtual Claims, Remote desktop, Active directory 2003, Radmin, Helpstar,Rightfax, Cisco ASDM launcher, Net scout, Keyscan system V, Windows XP, unix, Citrix server4.0, 2003 standard and enterprise servers.

08/2006–08/2007 HEW Federal Credit Union ALEXANDRIA, VA

IT specialist/Network Administrator/Helpdesk Support

Plan, implements and supports all credit union systems, both LAN and WAN including disaster recovery.

Respond and support helpdesk requests.

Provide training to all end users to ensure cross-training.

Research and development on new hardware platforms and software applications.

Support, configure and Maintain Avaya IP phone system.

Interact with third party vendors.

Create network policies and procedures needed to ensure data security and integrity.

Responsible to troubleshoot, configure, and monitor HEWFCU network.

Responsible to make sure HEWFCU data is being backup and able to recover via EVAULT technology on daily basic.

Assists with the development, implementation, and enforcement of LAN, IP class policies and procedures.

Manage LAN wiring infrastructure.

Responsible virus detection and eradication policies and procedures.

Monitor HEWFCU network to ensure system integrity, confidentiality and availability using Frontline interface, Symantec

intrusion prevention and detection.

Responsible for researching emerging technologies and making suggestions and recommendation.

Monitor data circuits and all network center equipments.

Responsible to manage, troubleshoot and configure 2003 domain controller, 2003 exchange server, Symantec intrusion detection server, digital defend front line interface, Avaya ip phone, IBM Tivoli Net View, BMC MAINFRAMES, What’s up Gold, Shavlik, SQL 5.0 database, UNIX O/S, SOLARIS, Intranet web server,IIS5.0-6.0, Share point 2003 server, BSOC database, IPS switch, ISA firewall, Nortel VPN firewall, Net scout, Cisco router Pix 500xx and switches.

08/2004-08/2006 PSGS Washington, DC

Workstation engineer

Remote & Local install, configure, and troubleshoot software and hardware for Library of congress.

Respond and support Remedy helpdesk requested for about 3000 users in Library of congress.

Build software packaging, ghost systems and VPN router setup.

Tested all software before deploying to user workstations.

Daily working with Novel GroupWise 5.0xx, VMWARE, Remedy 6.0,M/S office suites, active directory, Symantec On command, Ghost server 2003, VPN, McAfee virus protection, Momentum, Crystal report 9.0, Photoshop CS,

12/2003-11/2004 GSS/COMPUSA Fairfax, VA

Field service tech

Provide onsite computer and network support.

Setup LAN, configure router, print server, point to point or point to multi-point network.

Install, build and repair all type of pc platforms and laptops.

Provide onsite training for all M/S products.

2002-2003 YDI Falls Church, VA

Network administrator

Administer YDI LAN to support all YDI employees via M/S 2000 server.

Manage and configure Goldmine and Navision database.

Responsible to backup and restore YDI data.

Troubleshoot and manage all YDI LAN equipments.

Demonstrate and test YDI designed antenna for point to point network.

Build and test all YDI antennas and BCU units.

1999-2001 Winstar Vienna, VA

Central office/Data center tech

Manage all data center LAN/WAN equipments.

Install server, switch, and router.

Respond and support network issue requested.

Manage Data center facility wiring infrastructure.

Be on call rotationally on assigned schedule.

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