Technical Support Analyst
Resume:
CHARLIE TRAN
Lincolnwood, IL. 60712
E-mail: *********@*****.***
Objective
To obtain a challenging position in information technology that utilizes my education, work experience, and leadership qualities, with the opportunity for personal growth in a professional environment. Computer Skills
Operating Systems:
Windows7-11, Windows XP, Linux, SunOS, AIX, HP-UX, VAX, and DOS Software:
Active Directory, Exchange, New World, KACE, Crowdstrike, CrashPlan Code42, MS Access, Excel, TickeTrak Cardinal, Oracle, MS SQL Server, Service Now, BMC Client Management, Footprint, HappyFox, GP Microsoft Dynamics, Perl, HTML, CSS, PHP, Javascript, VBA, VBScript, Shell-scripts, Radius, RSA, MAXIMO, InstallShield V6.30, Visual Basic, C.
Employment
Northwestern University Evanston, IL.
Sr. Technical Support Specialist 06/2019 – 09/2023
• Solely provided technical support to the Northwestern University Police Department.
• Deployed laptops and desktops to new users or replacement.
• Deployed laptops and supported users to work remotely during pandemic.
• Migrated users from Windows 7 to Windows 10 with their data and configurations.
• Worked with vendor, Networking team, and System Admin to upgrade New World Public Safety software from version 10.2 to Enterprise.
• Migrated antivirus software from Symantec Endpoint to Crowdstrike for all computers.
• Replaced and added new wifi routers.
• Worked with Network Admin to put network ports on separate VLAN.
• Replaced all network printers.
• Used KACE or GPO to push software to clients.
• Developed some projects in MS Access database with user interface to keep track of Overtime, Found Properties.
• Tested and evaluated software, worked with vendors, and implemented service.
• Backup and restore user’s data to and from cloud by using CrashPlan Code42.
• Made copy for surveillance video request.
• Maintain KeyWatcher system.
• Replaced NetMotion server.
• Keep track of equipment and maintain supplies.
• Assisted with technical support at the command post for university events.
• Trained users with software.
Baker & McKenzie Chicago, IL.
On-Site IT Technical Analyst 7/2017 – 06/2019
• Performed hands-on fixes, including installing and upgrading software, installing hardware, managing mobile devices, implementing file backups, and configuring applications.
• Provided Tier 2 technical support for client facilities such as video conferencing and audio-conferencing services.
• Owns and drives issues to resolution including escalation to specialized resources within the broader IT organization. Remains engaged on issues until resolution.
• Tested fixes to ensure problems have been adequately resolved.
• Performed post-resolution follow-ups to customer requests.
• Performed preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Accessed software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Supported and maintained AV (Audio Visual) equipment for live meetings and events. Regional Transportation Authority (RTA) Chicago, IL. Helpdesk Analyst 6/2016 – 7/2017
• Supporting users with technical issues.
• Answering phone calls, emails, and assigning Helpdesk tickets to the right group using Footprint.
• Using Active Directory to create and manage user accounts.
• Using Exchange Management Console to manage Outlook mailboxes.
• Using Symantec Backup Exchange to run backup and restore data and generate backup reports.
• Create new and update computer images for distinct groups.
• Setup and deploy computer/laptop/Ipad for users.
• Create and manage key card access to different sections of the building.
• Research for equipment with vendors online.
• Work with vendors for onsite system maintenance and troubleshoot issues.
• Supporting AV conference rooms with Creston Console Panel.
• Submit POs (purchase orders) for contracts renewal.
• Keep inventories for all computer equipment, supplies, and toners.
• Upgrade MS Office from 2010 to 2016 for users.
• Install software, update patches for computers and servers manually and through BMC Client Management. Hanley, Flight & Zimmerman, LLC. Chicago, IL.
Technical Support 8/2014 – 6/2016
• Technical support for the whole office of about 40 employees and 5 remote users with Windows XP, 7 and 8.
• Setup and deploy desktops/laptops to users.
• Keep inventory for toners, order equipment and coordinate projects with vendors.
• Create loginID for users for all systems.
• Archived and searched mailboxes from former employees in MS Exchange.
• Replaced APC UPS battery for server room and added more physical hard drives to backup servers.
• Monitor shared drives and increase disk partition for VMWare.
• Very proficient with MS Office.
• Modify Perl scripts for scheduled jobs.
NeuStar Louisville, KY.
Product Support 2/2013 – 7/2014
• Provide client support and technical issue resolution via E-Mail, phone, and other electronic medium in accordance with SLA’s.
• Work with other Internal Departments to determine the root cause of customer facing issues.
• Maintain OSS Helpdesk tickets with current information.
• Processing CARE via GUI or load from files.
• Communicate with customers and trading partners for expedited issues.
• Develop tool to help team search for authorized callers, customers’ data, and auto-login from GUI to different websites by using MS Access form and VBA scripts.
• Very proficient with MS Access and Excel.
• Used ServiceNow ticketing system.
• Received Spot Award 10/13.
S & T Realty Chicago, IL.
Project Manager 5/2008 – 4/2010
• Managed a family construction project for a 7-story masonry in downtown Chicago.
• Worked with the architect for the floor layout plans and architectural corrections.
• Worked with a general contractor to settle and resolve construction issues.
• Worked with a lender to make sure draw requests were paid correctly.
• Coordinated meetings with architect, general contractor, lender, and owners.
• Checked the construction reports from the general contractor and reported back to owners. NeuStar - (Formerly Lockheed Martin) Sterling, VA. Lead Helpdesk Administrator 6/2004 – 4/2008
• Supported internal employees with general computer, applications, VPN, and network connections.
• Installed, setup, configured and imaged computers, laptops, printers to the network.
• Setup accounts for ACE, Radius, Network, Email, and Intranet for new employees.
• Managed users’ info, Group, Distro lists by Active Directory.
• Granted network access and privilege to users.
• Maintenance of adequate equipment/supplies to meet the demands of the Helpdesk environment.
• Upgraded and migrated data for users from Windows 2K to Windows XP.
• Configured Cisco 1200 series access points and maintained all wireless network access corporate-wide.
• Led and assigned projects to team members.
• Dictated meeting and brief with team members weekly.
• Updated weekly and monthly status report of the team to manager.
• Backup data on network drives.
• Gave presentations to new employees in orientation.
• Maintained all network ports in conference rooms and visitor’s areas.
• Designed MS Access database and GUI with two security levels for Legal, Sales and Marketing departments.
• Used Siebel ticketing system.
Lockheed Martin – Chicago, IL.
Application Engineer 5/98 – 2/00 Chicago, 1/03 – 6/04 Sterling, Va.
• Developed and maintained detection scripts to provide alerts when production systems interrupt.
• Tier two support external and internal customers on all application and software related issues.
• Maintained Oracle and Versant databases to reflect customers and systems needs.
• Installed patches, upgraded for new releases, and worked with vendors to fix bugs.
• Lead role for the mass-update of customer’s data for the SS7 projects.
• Lead role in generating ad hoc reports for internal and external customers.
• Wrote scripts (UNIX) and batch (DOS) programs to automate and simplify tasks.
• Performed internal integration, regression, verification, and acceptance test for software releases delivered by software development team.
• Communicated with vendors, customers, and internal network to obtain and provide support services.
• Involved in software release life cycle and industry wide effort for system integration, testing and certification.
• Identified and responded to system deficiencies with those systems as well as recommend, review and coordinate changes
• Compiled reports and M&P documents on business operations and performance.
• Wrote procedures to solve problems, and trained peers up to speed. Syclo LLC. Barrington, IL.
Technical Specialist / System Integrator 2/2000 – 1/2003
• Installed and configured software and customized SQL scripts for clients to work with MAXIMO database.
• Implemented and created triggers, functions and procedures in SQL Server and Oracle in clients’ databases.
• Setup and configured handheld devices and PDAs to work with MAXIMO work orders.
• Support and troubleshooting for client's issues.
• Customized MAXIMO interface for clients.
• Created Oracle and SQL Server databases for QA group to test on application.
• Project manager and main QA for software international version.
• Created new and maintained installer programs using InstallShield 6.30. These multi-language installers will be sent to clients for demo or Sales Team using these installers as demo.
• Developed and maintained MS Access database to populate international languages for software installation.
• Setup databases and load client's data dump for troubleshooting.
• Trained and did presentations to technicians to work with software on handheld devices. Education: Northeastern Illinois University
BS in Computer Science 1998
Certified: Microsoft Certified Systems Engineer
CJIS Certified
Working Status: US Citizenship
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