RANDY TRAN
PROFESSIONAL SUMMARY
●Tier * Help Lines Technical Support User Training.
●Software/PC/LAN Troubleshooting CCNP A+ 2009.
●Innovative technology professional with extensive hands-on experience in a variety of technical environments.
●Driven and stimulated with a work hard mentality. Enterprise level cloud application testing, training and support.
●Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.
●Consistently praised for communicating effectively with both technical and nontechnical users.
●Known for excellent problem-solving skills and patience in dealing with frustrated users.
●Desktop administration for all Microsoft Windows platforms.
●Identify and coordinate internal resources across multiple departments to address client situations, and escalate to appropriate resources as needed
TECHNOLOGY PROFICIENCIES
●Software: MS Office (Word, Excel, Outlook, Access) [Windows and Macintosh versions] instant messaging software; VMware applications, Intel Unite, SCCM, LDAP(account modifications), Service Now
TeamViewer, Screen Connect, Microsoft Windows Remote Desktop (RDP), SolarWinds, Avaya, BIOS (to stage for imaging)
●Browsers: Internet Explorer, Firefox, Chrome, Safari
●Call-Tracking Tools: Remedy, ConnectWise
●Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Android/iPhone/iPad, Modems, Citrix adapters
●Networking: LAN & VPN/Remote Connectivity, TCP/IP
KEY SKILL
Technircal Troubleshooting
●Hardware Configurations
●IP Printer management
●Software Installs
●LAN Connectivity
●Hard-drive cloning/deployment
●Phone & Online Support
●Client/Server Models
●Preventive Maintenance
●User Training/Support
●Customer Service
Complaint Handling
PROFESSIONAL EXPERIENCE
LaUSD
August 2020 – November 2021
Helpdesk –remote (Contract completed)
●Systems, Applications, Network support
●IPhone and iPad support
●Office365 support
●Chrome book support
●Documentation curation
SouthlandCreditUnion May - Jun 2020
Deskside Support Contract (Contract completed)
●Post Windows 10 migration support (banking specific application set up and access troubleshooting)
●VoIP support (RingCentral and LDAP integration)
●Supported all 6 Southland locations in southern California
Pimco/Statestreet Apr - May 2020
Staging Technician(Contract completed)
●Used BIOS to stage devices for migration
●1Imaged VDI devices using Pixxy
●Curated training rooms for trade associates
●Set up trade floor outlines because of the COVIT 19 requirements
●Imaged new laptops for employees to take home and work
●Installed all enterprise approved application from enterprise subnet
LA County Mar 2020–April r2021
Voting Support Technician (Contract completed)
●Deployed SmartMatic ballot boxes and voting machines to voting center around Los Angeles
●Deployed Apple iPad’s for users that decided to start their voting process outside the voting centers
●Supported voters on voting day(s)
●Took all hardwares down and back to their respected depots.
Irvine Water District Feb 2020
Migration Technician (Contract completed)
●Migrated new Dell Laptops from Microsoft Windows 7 to Windows 10
●Used Pixxy for the migration process
●Used SharedDrive to migrate files onto new machines
●Used Pixxy to deploy Citrix settings for contractors
Unisys Sep 2019- Nov 2019
Migration Technician//Printer Technician (Contract completed)
●Windows 7 to Windows 10 migration using SCCM.
●Break-fix all HP desktop/mini desktop PC's.
●Moved and configured/installed all new network printers across all AAA sites in Southern California.
●Provisioned and fixed LDAP issues that were present in the migration process.
Experian
Jun 2019- Sep 2019
Migration Engineer(Contract completed)
●Break-fix all Dell laptops.
●McAfee security recovery; user and machine
●Used Bluecat to assign static IP's
●Windows 10 deployment from SCCM/Image from server
●Configured all Avaya deskphones and extensions for new hires
Towerjazz Oct 2018- Mar 2019
IT Technician(Contract completed)
●In charge of setting up new Windows PCs for deployment
●In charge of setting up new Windows Laptops for deployment
●Configure Putty to emulate a terminal used to connect to Operations Servers
●Calibrated all peripherals matching the needs of the user’s team
●Talked to Israel (parent company locations to get certain access for the user
●Terminated certain ports in the network closets
●Curated network cables depending on the specifics/requirements of the master machine
AAA, Costa Mesa, CA Nov 2017- Oct 2018
Helpdesk Supervisor(Laid off)
●Supported all Active Directory maintenance (password creation, password unlock, password reset)
●Supported all mobile phone problems especially with connectivity/privileges
●Supported mobile devices to work with Intel Unite boxes for broadcasting/streaming in meeting rooms
●Install corporate programs (Windows\Macintosh) and applications from repository drive
●Mapped printers and other perpetuals
●Traditional office networking rate and franchise locations
●Active Directory password resets
●Phone support for all ARP incidents
●Supporting and troubleshooting basic networking issues
●Responsible for handling tier I & II tickets providing Technical/Helpdesk and Application Support
●Introduced Agile XP training for Insurance and ESR agents/managers *
COMPUCOM, ORANGE COUNTY, CA May 2017- Aug 2017
Certified Project Supervisor(Contract completed)
●Supported various Target locations with their NCR equipment (POS, Printers, Registers)
●Supported various T-Mobile locations refreshing REMO and TEMO (software refresh and network refresh for internal iPad and iPhone 5/5s)
●Supported various The Home Depot locations with issues on deinstalling printers and work stations
COX Business, Foothill Ranch, CA May 2016- Jan 2017
Application Support Tier 2 (Laid off)
●Effective troubleshooter, adept at solving problems rapidly.
●Strong knowledge of network hardware including servers, routers, and other computer devices.
●Scheduled, coordinated and deployed server updates and preventative maintenance with limited downtime.
●Expert in network security protocols, anti-virus and firewall configuration.
●Proven ability to integrate old systems and databases with new software applications and advanced technology.
TEVA PHARMACEUTICAL USA
May 2012 - Dec 2015
Jr. Technical QA Tester
Front End Developer
CBeyond
January 2007 - December 2012
●Responsible for managing and maintaining local area network equipment.
●Provided technical support and troubleshooting for both hardware and software issues.
●Performed the tasks of making ongoing recommendations of network policies and standards.
●Assisted in configuring assessments for routers, switches, network appliances and host.
●Supported and guided team members in resolving problems using lab equipment.
●Followed standard operating procedures in order to perform routine network changes upon management request.
●Maintained system and network availability and monitoring of services.
Career Summary:
●8 year’s work experience as a Helpdesk/telecom assurance engineer.
●Proven ability in forming and directing effective QA programs.
●Effective in working in a cross cultural environment.
Areas of Expertise:
●Communication skills
●Product development
●Product testing
●Operating System
●Presentation Skills
Responsibilities:
●Responsible to develop and implement quality assurance plans
●Responsible for functional test planning and co-ordination
●Monitor testing progress
●Work with test coordinators to ensure tests are implemented accurately for the improvement of the product
●Promote co-ordination of quality assurance activities
●Responsible for strategic planning and program development
Achievements:
●Assurance of Line Clearance For Manufacturing And Packing.
●Assurance of A Through Manufacturing Process And Final Packing of Drug.
●Assurance of Equipment Cleaning.
●Assurance of Drug or Product As Per Its ‘Master Formula’.
●Assurance of Any Physical Tests of Drug or Product
EDUCATION & CREDENTIALS
●CAL STATE UNIVERSITY FULLERTON, Fullerton, CA
oMagna Cum Laude in Computer Information Systems and Business Marketing BA, 2007 to 2012
●Certified Cisco Network Professional (CCNP), 2020
●Certified Cisco Network Associate (CCNA), 2015-2018
●Microsoft Certified Desktop Support Technician (MCDST), 2010
●Responsible Engineering Authority, 2009