And Lynn Phan

Fremont, CA *****

ado50z@r.postjobfree.com 408-***-****

Stock Administrator IT Field Support Engineer Network Administrator Systems Administrator

Delivering Data Management Services to Leverage Project / Organizational Missions

SUMMARY

Solutions-oriented IT professional applying in-depth knowledge in network, storage, desktops, systems, servers, O365 Administration, Database SQL Administration, Helpdesk Administration, Network Administration, technical support and problem resolution.

10+ years of Customer-facing, Database, networking storage, Windows, VMware, and IT Operation. Measuring customer success initiatives and priorities through the use of helpdesk ticketing systems.

15+ years of IT Field Support experiences including desktop support and ticket management such as ServiceNow, Spiceworks, Zendesk. Solid understanding of dashboards and generating reports in ServiceNow.

Experienced in supporting a fast paced medical environment and large windows environment at scale using enterprise management platforms, Windows servers, and databases.

Proficient in Microsoft Office 365 Administration, experienced with cloud environments such as Microsoft Azure Portal, and Cloud backup solutions.

Operating Systems / Servers: administered and supported core Microsoft Windows Server Technology, HP and Dell Servers.

Infrastructure: experience in VDI / VMWare Servers/ESX, Cisco Technology, a solid understanding of LAN/WAN, Switches, Routers and Firewalls networking.

Proficient in provision, install/configure, operate and deploy third-party applications for integration and implementation into the existing infrastructure.

Experienced in inventory, distribution and setup of lab servers, computers, software and other IT assets.

Ability to troubleshoot network issues including back bone infrastructure issues.

Experienced in the area of system administration for complex operating systems in multi-office network infrastructure.

Experienced and knowledgeable in other products and platforms such as UNIX, Solaris, and Linux

Experience in on-call support, and off-hours support, as assigned.

Strong problem solving, multi-tasking, and troubleshooting skills.

Providing timely resolution to complex IT issues, including working with vendors on escalated issues that cannot be resolved immediately.

Excellent communication skills, self-motivated, independent, and quick learner.

Team Player, customer focus, ability to adapt to fast paced environment and scope change.

Ability to collaborate with IT, business and cross-functional teams, and to understand and solve complex technical issues.

Microsoft Certified Professional and Oracle Training Certificates.

TECHNICAL SKILLS

Languages:

C, HTML, Power Shell Scripting, PL/SQL, SQL, T-SQL, Visual Basic

Protocols:

TCP/IP, UDP, DHCP, DNS, WINS, POP3, SMTP, HTTP, HTTPS, SQL*NET, PING, Multicast

Platforms:

Windows, Elastic Sky X (ESXi), VDI / VMware, Virtual Center server, UNIX (AIX, SunOS, Solaris), Linux, NAS, SAN, NFS, Linux (Redhat, Ubuntu etc..), HP Unix, Windows (XP, 98, 7, 10, 2000,2003, 2014, 2016, 2019), OS X

Networks:

LAN/WAN, TCP/IP, Sonic Wall, Cisco Switches, routers, Checkpoint, Juniper, Wireless, Active Directory, Telecom, Mobile technology, Cisco phones, VPN, Firewall, Remote Access, Manage Workplace

Applications:

Microsoft IIS, Enterprise ticking systems (ServiceNow, HelpDesk, Zendesk, Spiceworks Cloud Help Desk) .NET Web based applications, Microsoft Active Directory (AD), Security, Oracle Financial Application, SQL Server Utilities, ODBC, Microsoft Office O365, Fogbugz, Microsoft Visual Studio, Microsoft Project, MS Exchange server, VPN, MS Outlook, MS Shared Point Portal, Ghost Corporate Enterprise Edition, MS Virtual PC, MS Virtual Server, MS Visual Source Safe, PC Anywhere, Symantec Anti-Virus, Citrix Mainframe XP, Veritas Backup, Symantec Backup exec, Live Meeting, Skype, FTP, VMware, MS Virtual Server, Perforce, Juniper, Crystal Report, Sales Force, Microsoft .NET Framework, CRM System, SCCM, Cisco VPN, Meraki VPN, TrendMicro, Duo security, MFA, MasterCAM, Solidworks, Esprit, Proofpoint Essentials, XLConnect, Exacq security, Epicor, Microsoft Teams

Database Servers/Cloud:

Microsoft SQL Server, Relational Database Management Systems (RDBMS), Oracle, NoSQL, MongoDB, MySQL, MariaDB, Cassandra, Sybase, MS Access, ANSI SQL with Transact-SQL (T-SQL), Analysis Services (SSAS), Integration Services (SSIS), Reporting Services (SSRS), Failover clustering, SAN replication, and other high availability technologies, Azure, AWS.

Database Tools:

Administration:

ERWIN, Oracle Designer, Form, and Discovery, Oracle Enterprise Manager (OEM), Data Guard, Oracle Grid Control, Toad, Toad Data Modeler, Oracle

SQL Developer, RMAN, Oracle Work flow, SQL*PLUS, Bulk Copy Program (BCP), MS SQL Server Enterprise Manager, MS SQL Query Analyzer, SQL Diagnostic Manager, Performance Monitor, Activity Monitor, MS SQL Server Management Studio (SSMS), Database Engine Tuning Advisor, MS SQL Profiler, T-SQL

System and desktop administration, database administration, network administration.

PROFESSIONAL EXPERIENCE

GCM MEDICAL & OEM, Inc, CA 09/2018 – 04/2020

Network Administrator

Responsible for leading, managing and supporting a fast paced medical environment for IT Department and reported directly to the President of GCM. Monitored the third party company including IT Infrastructure including MS SQL Server for production of Epicor Applications and MS SQL databases, support, and high level of network administration for multiple sites of Union City in CA, Chicago in IL, and the offsite remote users.

As the primary head contact for IT, I managed and provided professional and respectful services to all employees and members of the organization.

Extraordinary attention to details in assigned tasks and several projects to upgrade systems including upgrading network, Switches, Routers, Firewalls, Windows servers and consolidations, desktops/laptops, databases, and applications to latest version and technology.

Assisted users with desktop supports such as desktops, laptops, virtual machines, tablets, cell phones, printers, scanners, and other technology resources such as servers, VDI /VMware, LAN/WAN connectivity.

Performed deployment of new systems, laptops, tablets, workstations, printers, telephone systems and systems upgrades.

Upgraded 100+ computers from Windows 7 to Windows 10 for the users. Upgraded and consolidated multiple physical servers into VMWare virtual systems.

Assisted users with issues related to Microsoft technologies and Engineering software applications.

Administered Microsoft Office 365, and Microsoft Azure Portal including creating and managing all GCM email users, network system accounts and purchased licenses.

Developed Helpdesk ticketing systems for GCM. Worked on dashboards and generated report tickets.

Developed and implemented automated processes through scripting and programming.

Designed, implemented and administrated VDI and VMware vSphere 6.x products, including vCenter and virtual machines.

Restructured network security and permissions for GCM organization.

Monitored the third party company and worked closely with the network vendors to complete the GCM projects including server consolidations, and network upgrading circuits and new backup solutions.

Configured and managed core Windows services, including Active Directory, DNS, DHCP, DFS.

Managed Cisco phone systems, created user phone extensions and voice messages, and video conferencing for all employees and members of the company.

Worked closely with GCM consultants to support Epicor, GCM MS SQL Server database production systems for support Finance, Dashboards, and Sales.

Performed proactive analysis of infrastructure capacity and performance.

Rolled out Cyber Security guidance for GCM including Bitlocker, Duo security, Multi-Factor-Authentication.

Learned and supported the roll-out of new applications.

Maintained asset records for all IT related equipment and licensing.

Researched solutions for technology issues as needed. Liaised with vendors and other IT personnel to purchase hardware, software and licenses.

Worked closely with third party IT consulting staff to assign and monitored tasks, escalated issues that cannot be resolved immediately, and to multiple special projects to upgrade GCM infrastructure network, and servers to convert GCM physical servers into VMware technologies.

Managed GCM network including servers, LAN/WAN, Switches, and firewalls topologies and network diagrams.

Managed business systems and applications systems, internet services, network security systems, audio/visual and display equipment, room reservation systems, printers, domain accounts, Office 365, and VPN.

Provided support with escalated help desk requests, mentored team members, and monitored third party IT consulting staff. Liaised with vendors and other IT personnel.

Responded to outages within the SLA/OLA timelines and provided detailed post mortem reports.

Provided training to users and staff, documentation, communication with customers, vendors, and staff at the technical level and as required. Documented procedures, runbooks and environments.

Assisted with hardware, software, firewalls, and telecom software vendor evaluation, recommendation and negotiations.

Managed domain user, user accounts and assets, assigned and updated security permissions on the network according to security policy.

Developed and implemented project plans, risk assessment and contingency plans. Carried out multiple projects and special tasks at management direction.

Setup systems for users including installation, configuration and deployment of new hardware, software and upgraded software and licenses.

Monitored system performance, IT system operations and storage utilization.

Assessed, provisioned, installed/configured, operated and deployed third-party applications and implementation into the existing infrastructure.

As the sole IT personnel, I planned ahead for necessary hardware or software upgrades to support system growth.

Provided IT support with escalated help desk requests. I owned, managed, and supported the company IT helpdesk functions including laptops, desktops, applications, lab computers, mobile devices, and network VPN connectivity.

CITY OF SAN JOSE, CA 07/2017 – 11/2017

DBA - Information Systems Analyst

Responsible for developing, implementing and overseeing the various Police Department database environments to ensure the integrity and availability of databases and related services.

Provided support for Oracle (12c, 11g), and SQL Server (2012, 2014) databases in production, test and development environments, including installation, migration, upgrades, patch management, troubleshooting and performance tuning.

Managed and collaborated on various IT projects.

Managed and maintained Oracle and SQL Server databases running on UNIX, Linux and Windows platforms. Ensured all database backup and maintenance jobs are completed successfully.

Ensured the high availability, scalability, backup and recovery of all enterprise production databases and servers. Maintained up-to-date documentation of database environments.

Developed scripts for reporting, data manipulation and automation of daily tasks.

Created Entity Relationship Diagrams (ERD), performed Logical and Physical data models, and generated DDL scripts using Toad Data Modeler and Oracle SQL Developer Data Modeler.

Led and supported strategic database initiatives based on organization goals and objectives.

Researched new techniques to improve performance, ease-of-use, and information availability.

Designed and implemented redundant systems policies, and procedures for disaster recovery and integrity of data assets.

Interacted with multiple levels of personnel within the organization and externally.

IHS Markit, Santa Clara, CA 03/2008 – 10/2016

IT Field Support Engineer

(IHS merged with Markit in 2016)

Supported daily IT operations, servers, and systems administration including technical support, services and problem resolution for complex systems and applications to end users. Built, managed and maintained offsite data center, and IT infrastructure. Performed systems, IT support including installing, creating, configuring, troubleshooting, and managing systems at branch offices. Built and maintained strategic account relationships with site leaders.

Managed off-site data center location, resulting in improved zero downtime attribute to data and security.

Provided daily IT onsite technical support for the brand offices and remote clients. Provided high quality of customer support to end users.

Performed systems support including installing, creating, configuring, upgrading, monitoring, troubleshooting, and managing infrastructure systems including network, servers, desktops, laptops, printers and telephone systems.

Provided helpdesk support to all users from 3 offices including hardware, software, servers’ access, and network.

Implemented and managed VDI / VMware environment, Virtual machines, Windows servers, including creating, installing, patching, cloning and upgrading.

Managed and collaborated on various IT projects for our internal customers, including perform security vulnerability testing, application selection and implementation.

Managed network infrastructure such as firewalls, switches and routers.

Worked closely with services providers to monitor systems, databases, and resolve issues.

Implemented and configured VDI and VMware environment comprising Elastic Sky X (ESXi) Servers and Virtual Center Server for Development team, resulting in 99% uptime for all systems.

Supported hardware refreshment and cross-platform systems migrations in improving support productivity.

Implemented automation procedures using imaging technologies, which reduced time spent on installing and configuring systems and increased 90% deliverable time.

Applied analytical enterprise ticketing system, which measured customer success initiatives and priorities of incidents and requests.

Integrated 3 branch offices in California during offsite hours, reducing IT and operating cost, resulting in zero business-hour downtime for end users.

Assisted team with documentation, enhancements and testing application, which established process and procedures for end users, resulting increasing 70% productivity.

Participated IT Monthly Site Team meeting with site leaders to assist any IT, or issues or concerns, resulting in succeed customer delight for technical support and services.

Performed queue manager duty to monitor and prioritized tickets using ServiceNow ticketing systems for the entire Western Region. Used dashboards and generated reports in ServiceNow to send them to the management team. Directed and distributed work among team within the time frame to satisfy customer delight goals.

Participated in an on-call rotation.

Environmental Software Providers, Mountain View, CA 06/2000 – 03/2008

(Acquired by IHS in March 2008)

Database and IT Manager 2002 – 2008

Managed day-to-day operation of IT department. Ensured all IT infrastructure, database servers and network operated correctly and had high availability and performance. Provided IT and Database (DB) administration, DB and systems refreshes, supported performance tuning, backup and recovery solutions. Worked closely with development team throughout product development, testing and implementation phases to assist with DB script executions. Provided direct customer support for systems and DB questions coming into company.

Supported day-to-day IT operations, ensuring compliance with standards, guidelines and procedures.

Led data modeling activities to capture and model data requirements, business rules and logical and physical models.

Performed the data model design for Ops Environmental products, reviewed with the data modeling team, and presented it to the business and IT stakeholders.

Prepared data model diagrams, data model reports, and DDL scripts from Erwin.

Performed Forward, and Reverse Engineering Models from Erwin tool for opsEnvironmental application software products.

Designed and translated logic data models, user specifications and business requirements into data types for software products, which created physical DB structures based on design for development, test and production environments.

Collaborated with IT, business and cross-functional teams to deliver data modeling solutions.

Integrated of data management functions across projects and ensured their consistency, modeling standards, and guidelines, and the application in the data models.

Managed and collaborated on various IT projects for our customers, including perform security vulnerability testing, application selection and implementation.

Performed DBA and IT technical support including administrative functions, which kept server machines and databases at current maintenance levels.

Implemented server consolidations, providing training VMware and Microsoft Virtual Server documentation to development and QA teams.

Supervised IT staff.

Database and System Administrator 2000 – 2002

Provided DBA and IT administration, supported testing, development and production systems, including installing, creating, upgrading, cloning, migration, troubleshooting, tuning, monitoring, maintaining, and applying patches. Conducted and managed systems, web-based application servers, DB security features and access privileges for users. Provided daily monitoring of all data center systems, including Active Directory, Exchange server, and DB back-end servers.

Designed and implemented backup and recovery procedures and handled batch / agent job scheduling system for Data team.

Worked closely with ESP technical staff, assuring database and system provided and maintained in well-planned / well-managed fashion and delivering high levels of reliability, availability and serviceability.

Created packaged scripts and facilities into installable units. Delivered hands-on DB and application package scripts of opsEnvironmental and EcoAsset Management products, generating 80% of company revenue.

Performed routine systematic system health checks and monitoring, achieving ultimate backup of totally functional system.

Collaborated with IT, business and cross-functional teams to deliver data modeling solutions.

Performed the data model design, reviewed with the data modeling and developer teams and presented it to the business and IT stakeholders.

Performed data modelling activities to capture, and model data requirements, business rules, and logical and physical models.

Maintained the Entity Relationship Diagram (ERD) for opsEnvironmental and EcoAsset Management software applications products from Erwin.

Bechtel Corporation, San Francisco, CA 07/1998 - 06/2000

Database Administrator

Day-to day DBA support, administration in Oracle databases, instances, and Oracle Financial Applications in Commercial Systems. Installed new versions of the Oracle RDBMS and its tools and any other tools. Planned and implemented backup and recovery of the Oracle databases, enforced and maintained security, database constraints to ensure integrity of the database. Performed database re-organizations to assist performance and ensured maximum uptime of the databases. Put standards in place to ensure that all application design and code was produced with proper integrity, security and performance. Provided technical support to application development teams. Performed ongoing tuning of the database instances and DBA rotating on-call 24/7 support to development and production environments.

Supported worldwide over 100 test, development, and production database systems including installing, configuring, upgrading, migrating, replications, cloning, applying patches, database changes, and reference data changes through the development life cycle.

Migrated and replicated databases to newly deployed servers.

Maintained and administered multiple databases for Oracle Financial Applications such as GL, OGL, AR, and AP.

Performed routine systematic database health checks and monitoring.

Maintained automation backup and recovery procedures for Oracle instances and Oracle applications.

Created schema objects: tables, views, indexes, store procedures, packages, and trigger.

Performed capacity and planned database storage and data file growth.

Conducted and managed database security and access privileges for users in Commercial systems.

Performed Y2K application patches for Oracle databases and Oracle Financial Applications over 30 International offices.

Updated and managed the global database network file.

Provided Oracle application installation procedures to Automation Support Groups.

Worked closely with customers to schedule processes and tasks.

Coordinated weekly meetings of DBA team members, Commercial System Support, Development, and Data Center Staff.

EDUCATION

Bachelor of Science (BS), Management Information Systems (MIS), cum laude.

San Jose State University, San Jose, CA

ADDITIONAL TRAINING

Certificate in Oracle Database Administration, San Francisco (SF), CA

Certificate in Oracle Net, SF, CA

Certificate in Introduction to SQL and PL/SQL, Advanced to SQL and PL/SQL, SF, CA

Certificate in Oracle Backup and Recovery, SF, CA

Certificate in Oracle Tuning and Performance, San Jose, CA

Certificate in Oracle Enterprise Manager (OEM V.2), San Jose, CA

Certificate in Internetworking TCP/IP on Windows, SF, CA

Certificate in Administering MS Windows, SF, CA

Certificate in Citrix Mainframe XP, Fremont, CA

Certificate in Managing and Maintaining a Microsoft Windows Server Environment, (Microsoft

Certified Professional Certification), Fremont, CA

Certificate in Planning, Implementing and Maintaining a MS Windows Server Active Directory Infrastructure, Fremont, CA

Certificate in Upgrading Your Skills from Microsoft Exchange Server, SF, CA.

Certificate in Windows Foundations for IT Professionals, SF, CA.

Certificate in Managing and Maintaining a Microsoft Windows Server Network Infrastructure, SF, CA.

Oracle 12C DBA training, Career LLC, CA

Oracle EBS Application 12.x training, Career LLC, CA

Amazon AWS, Azure, MongoDB, MariaDB, and Cassandra, online training, Metrix Learning

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