Kevin Le

Effective leader with **+ years of experience in building successful IT client programs, customer support processes, and high-quality technical web development environments. A proven performer who executes on vision, strategy, and objectives with the ability to drive and manage high quality customer service experiences at high-performing organizations.

Work Experience

Senior System Administrator

KDInfoTech Inc.

June 2022 - Present

Supporting clients all over the Bay Area in the Biotech Industry by understanding their network, instruments and systems needs before implementation. Managing and maintaining systems efficiency. Align projects with organizational strategy. Prioritize to avoid scattered behaviors and recurring incidents.

• First point of contact for Supporting C-Level executives

• Take part in companywide projects (SSO Implementations, MFA, System upgrades, Security rollouts, Network Patching, WAN Switch Replacements, Meraki switches, APC Smart UPS setup)

• Understanding of networking (Routing, LAN, WAN, DHCP, DNS, TCP/IP, VPN)

• Global Administrator (O365, Azure AD, SharePoint AD, Slack Workspace AD)

• Extensive experience with SaaS Applications (Fresh Service, Dropbox, Slack, Google Cloud Platform)

• A/V application support and troubleshooting (Zoom Rooms/MS Teams/Google)

• Setup and troubleshooting DTEN D7 boards with iPad controllers through Zoom AD

• Okta AD, Zoom AD, MimeCast, VPN Global Protect, 1Password, RDP configuration

• Expertise with Virtual machines, VMware vSphere, RDP Setup, Apache Guacamole VM setups for scientist instruments and machines as well as troubleshooting

• Expertise in MacOS & Windows OS configurations

• Extensive experience with cloud-based security and data recovery IT management platforms (Spanning, Sentinel1, Addigy, Company Portal Intune & JAMF for MDM)

• On Boarding, Off Boarding, Deploying and supporting MAC, Windows OS, and mobile devices remotely via direct phone support, Slack, Emails and SaaS Applications

• Ability to adjust quickly to changing priorities and make quick decisions

• Strong customer service, prioritization, time management and communication skills

• Able to communicate and break down technical issues to non-technical users

• Troubleshooting high priority issues in a proactive manner, respond to inquiries eagerly, and make technical challenges a positive experience

• Provide end user support remotely for onsite and remote staff

• Test, Troubleshoot, and Qualify New Software and Hardware implementations

• Utilize established Fresh Service SaaS ticketing system to track escalated issues

• Responsible for knowledge Base documentation creation

• Block user sign-on in every platform, removing building access using Avigilon Open Path software, wiping valuable company data for terminated employees from all devices (PC’s, MacBook’s, iPad, Mobile devices, and more)

Sr. IT Support Engineer / System Administrator

Build Group Inc

March 2021 – June 2022

Supported 4 sister companies, Build Group, Level 5, OM3, and Pacific- Structures. Maintaining and supporting both Build Group & Level 5 Santa Clara Office independently making sure everything on both ends of the company are running efficiently. Traveled or remotely troubleshoot offices in LA, Oakland, San Francisco, Santa Clara, and Seattle.

• Oversee, monitor, & mentor younger engineers while developing training materials and procedures.

• Setting up new hires with Administer Active Directory accounts, passwords, profiles, & permissions per standard operating procedures.

• Train users in the proper use of hardware or software

• Design, organize, modify, update, and support the organization's computer systems

• Arrange for replacement or resolve the issues in case of any hardware failure

• Handled any issues related to Local Area Networks (LAN), SD-WAN, WAN, & Network segments

• Setting up Cisco’s ANYCONNECT VPN client for all employees

• Setup Domains, TCP-IP/IPv4, DNS/DHCP servers & VMWare

• Setup Internet protocols such as IP Addresses, Subnet Mask, & Default gateways

• Meet with VP & Presidents for preparation of future plans for our company

• Planning out & executing our plan on new jobs we've acquired with investors

• Proficient with JamF, Plexxis, Forticlient, Egnyte, Druva inSync, Mimecast Zendesk & Google Workspace

• Support end users running Windows 10 & Mac OS X using Zoho Assist

• Supported end users with iPhone, iPad, or jetpack issues

• Setup networks using System Administration & Remote desktop “Hyper-V”

• Manage & Admin email setup & troubleshooting with Office 365 or Microsoft Exchange

• Provide users with remote & on-site support for any computer hardware or software issues

• Visit job sites & trailers for IT related setup and troubleshooting

• Setup & deploy new laptops for current & new employees with proper software

• Re-image or replace defective hardware in Lenovo laptops

• Work with vendors to facilitate technical support escalation & responsible for POS equipment purchases as needed

Software Developer / Prime Operator

Amazon

September 2016 - December 2019

Managed service devices, inline equipment (CAL and PM), instructions for rework activities, supplier audits, product inventory, and designed solutions used by the 5S field fleet team. Review diagnostics and assess the functionality and efficiency of systems. Monitor security certificates and company compliance of requirements. Install and update company software and hardware. Anticipate and report the cost of replacing or updating computer items.

• Successfully managed virtual machine (Linux, macOS, Raspian, Windows Server) software verifications and updates

• Improved time efficiency by dynamic route planning technology and optimization by designing custom fleet team solutions

• Support internal and external customers to resolve order fulfillment issues

Lead IT Technician / Lead Customer Support Specialist

(Vizio Department)

Quanta Computers

December 2012 - January 2016

Built all-in-one computers and laptops used by Vizio clients worldwide including re-imaging, benchmarking, troubleshooting and deciphering parts due to technical errors, and replacement key computer parts (motherboards, GPU, CPU, hard drives, RAM, monitors, routers, LCD screens).

• Achieved high quality, A+ customer service through client support, follow up communications, and weekly assessments

• Retained responsibilities while being promoted to leading customer support for the organization’s top clients

• Successfully completed vendor support and client tickets with top accuracy

Contact Details

Phone: 408-***-****

Email: ad20bm@r.postjobfree.com

LinkedIn: Kevin Le

Core Strengths

Self-driven and Meticulous

Impactful Collaborator

Problem-solving skills

Advocates Scrum methodology

Technology

Ruby, Ruby on Rails, Sinatra, Python, JS, CSS, HTML, Command Line, Terminal, SQL, Linux, MacOS, Windows

Education

De Anza College

San Jose State University

NexGenT

Full Stack Network Engineer

(January 2020 - Present)

Dev BootCamp

Application & Network Development

(March 2016-September 2016)

*Logged in over 1k+ hours of coding

*Perfected full stack web dev skills

*Test drive dev using agile methods

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