IT Help Desk

NHAN PHAN

Greenwood Village Colorado ***** 813-***-****

CORE COMPETENCIES

Systems Administration (Network, Server, and Workstation)

IT Help Desk (MSP, Call Center and Onsite)

Hardware and Software (Operations, Support, Design, Development, Installation, Configuration, Setup and Repair)

Unified Endpoint Management (ManageEngine, Symantec, and ConnectWise)

Deployment Solution

MS 365 Administration (Manage: users, groups, passwords, email, domain, data, MFA and services)

Mobile Device Management (MDM)

CERTIFICATIONS

CompTIA A+ (DA4DTT0135) OPSWAT File Security Associate OPSWAT ICIP (625prj2ayh2q)

Florida Teaching Certification (681964)

TECHNOLOGY AND KNOWLEDGE

Support for Microsoft products and Operating Systems (Microsoft 365, Windows 7-11 and Server 2008-2016)

SaaS end user support for Microsoft Office 365 and Adobe Creative Cloud

Over 7 years’ experience in Systems Administration (network, servers, and workstations) and IT Support Technician for Hillsborough County Public Schools with over 1500 network devices and 200 end users

Maintain Local Area Networking media (switches, patch panels, CAT5 wiring, data drop, and wireless access points)

Utilize administrative tools in Windows 7, 8, 10 and Windows 2008-2016 Server to manage users and groups, and assigning rights/permissions

Experience with Azure Active Directory

MS 365 user account management

Experience with planning and setup of network computer labs

Experience with creating custom MSI software packages and deployment

Utilization of Symantec Endpoint Protection

Utilization of Sophos Endpoint

Utilization of SentinelOne security platform monitoring

Utilization of AutoElevate Privileged Access Management

Utilization of ConnectWise business process automation platform (manage, control, and automate)

Utilization of ProofPoint email protection system

Utilization of Dropsuite cloud-based email backup

Utilization of Deep Freeze Cloud

15 years of experience building, troubleshooting, and upgrading computers in small to large businesses and public-school systems

Virtualization Concepts (Hyper-V, Citrix, and VMWare)

Utilize VMWare to create virtual machines

Utilize Altiris Client Management Suite (UEM) for deployment, patching inventory, and remote assistance

Utilize ManageEngine Endpoint Central 11 (UEM) for deployment, patching, inventory, and remote assistance (MDM for iPadOs, Android, Chromebook, MacOs and Windows)

Utilize Citrix Workspace (WEM) to maintain on-premises and cloud desktops, and content (resources).

Utilize GoToAssist (remote desktop)

Utilize Faronics Insight (lab management)

Utilize Faronics Deep Freeze Cloud

Utilize and end user support for RingCentral (VoIP)

Utilization of 8 X 8 (VoIP)

Utilize and end user support for Okta (Manage access to applications, devices, and Identity [Identity Management Service – single sign-on, and muti-factor authentication])

Utilize Salesforce (CRM platform) for help desk ticketing

Experience with UKG Pro (human capital management)

Utilize IT Glue (cloud-based IT documentation system) to research

Experience with Microsoft SharePoint (on-line document management system)

PROFESSIONAL EXPERIENCE

Associate Engineer Sixwatch January 2023 – February 2023

1646 W Snow Ave. Tampa Florida 33606 813-***-****

Associate Engineer (MSP)

Remote Monitoring

Remote Backup

Identity Access Management

Endpoint Protection Management

Email Security Management

Email Backup Management

Documentation Platform

IT Help Desk (Tier I – III)

Field technician

Workstation Technician Unified Women’s Healthcare December 2022 – January 2023

1501 Yamato Road, Ste 200, West Boca Raton, FL 33431 (561) 300 - 2410

Workstations Administrator and IT Help Desk (900 sites and 14K+ end users)

Advanced hardware and software troubleshooting

PC imaging

Device setup

Backup support

Asset Management

Use Citrix Workspace to maintain cloud apps, desktops, and content (resources).

Performed daily system monitoring, verifies the integrity and availability of all hardware, server resources, systems and key processes, reviews system and application logs and verifies completion of scheduled jobs

Manage IT ticket queues within established SLAs

Use and troubleshoot Office 365, Desktop Central, Go-Assist, Okta, Salesforce, Active Directory, Windows 10/11

Ensure all PCs and laptops remain compliant with security, patch, and antivirus updates

Create, update, and follow documented processes and procedures, make suggestions for continual process improvement

Collaboration in enforcing software licensing entitlements (ensuring said entitlements are not exceeded)

Created appropriate documentation to support auditing as required by HIPAA/HiTech and/or NIST

Create, maintain, technical knowledge article and assist with knowledge transfer across the team

Technology Resource Teacher Hillsborough County Public Schools August 2003 – April 2022

901 East Kennedy Blvd Tampa, FL 33602 813-***-****

On Site Systems Admin (Network / Workstations / Servers / IT Help Desk) for Hillsborough County Public High Schools with 2500+ students, 200+ staff members, and 1500+ network devices

Staff training and district level IT instructor

Testing coordinator (online and onsite)

Scripting (software install, configuration and desktop settings)

Software installs and upgrade (local and deployment)

Mobile Device Management (Windows, MacOs, iPadOS, Android, and ChromeOS)

Active Directory (user and computer support)

Troubleshoot network connections (via wiring, switches, wireless access points, and networking utilities)

Microsoft Windows Server (2008-2016)

Microsoft Hyper-V virtualization (installation of physical to virtual NIC adapters)

Data backup (document and domain controller)

Hardware build and configuration (server, and workstations [desktop, laptop, notebooks, and tablets])

Troubleshooting hardware and software

Maintain and setup computer labs (up to 90 workstations)

Symantec Altiris (deployment solution for managing servers, desktops, and notebooks)

End user support for Microsoft Office 365

Symantec Endpoint Protection (update definition and malware removal)

ECMO MSI Packager (create MSI software packages for deployment)

WampServer (installation and configuration)

Help Desk Stream Global Services (2nd job 2nd shift) May 2006 – May 2007

6302 E Dr Martin Luther King Jr Blvd #200, Tampa, FL 33619 813-***-****

• Call center help desk (Dell hardware warranty support que)

• Provides technical support to users by answering questions and troubleshooting hardware/software

Chemistry Teacher Hillsborough County Public Schools August 1996 – July 2003

901 East Kennedy Blvd Tampa, FL 33602 813-***-****

Taught AP / IB college level chemistry to high school students

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