Systems Analyst Information

Tom Pham —

Information Systems Analyst

PROFESSIONAL SUMMARY

• Possesses 14 years’ experience serving as a Computer Software/Hardware Technician with a firm understanding of technical standards and best practices in IT industry.

• Excellent attention to detail for proper case documentation on hardware and software issues.

• Experience having planned and implemented operating system upgrades.

• Software support including: Installation, System Administration, and Maintenance.

• Strong aptitude for problem solving, and self-motivated with effective time management skills.

• Proficient configuration and troubleshooting of Cisco Routers and switches, and networking skills.

• Proficiency in solving a wide a variety of IT issues, delivering outstanding customer service and in possession of phone etiquette with excellent verbal, written, and interpersonal skills.

• Troubleshooting and resolving issues with PCs, Monitors, Printers and All in One imaging devices, POS systems, Microsoft Mobile Devices, and proficient in upgrading hardware components

• Dependable, reliable, and effective team member with strong ability to work independently or as a team player.

• US Army Veteran

TECHNICAL PROFICIENCIES

• Operating Systems: MS DOS 6.2, Windows 7,8, and 10, Mac OS, Microsoft Windows Server 2008 – 2012, Exchange Servers, Windows CE, Office 365

• Software: Algo Call Recorder, Airware, Business Objects, CastAPP, Lilo, Dreams, eDocs 5.03, HP High Quality Center, GoPublish, Oracle Java, Easy Lobby, Java, SAS, SAP, Microsoft Office, Outlook, and Publisher 9X, – 2016, Symposium, WordPerfect 6.0, Siebel 7.7 DSA, NICE PO Client 4.1, RightFax 9.4, ResPro, Avaya OneX Agent, Avaya Single SignOn, Accovia, Adobe CC Suite, MS Communicator, Hummingbird, SharePoint Designer, .Net Framework, MS SQL, Microsoft Virtual Studio.

• Networking: Cisco Routers and switches, Cisco CCNET, CCNA, MCSE, SCCM Manager, Remote Desktop Tools, WireShark, Google Chrome, Firefox, Internet Explorer, Dial Up Networking.

• Hardware: PCs, Laptops, Hard drives, Memory, Video/Sounds/Network cards, Modems, Monitors, Printers and All in One imaging devices, POS systems, xPD, Microsoft Mobile Devices, Visa Card Devices.

EDUCATION

• AS in Network Engineering: focus on Cyber Security, Digital Forensics, and MS System Administration, Valencia Community College, Orlando, FL - 2016

• Computer Operator Diploma, North Texas Job Corps, McKinney, TX - 1997

• Computer Science Certificate Program, Brookhaven College, Dallas, TX - 1994 RELEVANT EXPERIENCE

ACARA Solutions, Orlando, FL 06/2015 – Present

Lockheed Martin Service Desk / RDS Support Analyst

• Provide more in-depth analysis, diagnosis and troubleshooting and given administrative permissions to provide the needed support remotely to the end-user. 14991 LeBeau Loop. Winter Garden, Florida 34787.

Phone: 407-***-****. Mobile: 407-***-**** Page 1 of 4 E-mail: ********@*****.***

Tom Pham —

Information Systems Analyst

• As an RDS tech, I also able to leverage the Back Office software packaging processes to push software to users remotely to either satisfy new requests or as a reinstall.

• Work incidents base on Incident Priority and first in, first out (FIFO) basis and current business need.

• Engage the customer via the phones to work on the issue or make appointments to work it at a later time using the Outlook Calendar to better organize my daily task.

• Thoroughly document the incident - each contact attempt, troubleshooting, remediation attempt and other information relevant to the incident.

• Promptly contact team lead or manager on situations when process is unclear, doesn’t seem to apply, or experiencing roadblocks and delays outside my control.

• Provide timely responses to questions, notifications or other queries from the RDS Supervisor, Incident Managers and customers.

• Always meet expectations and exceed my performance when appropriate.

• Follow LMSD process and procedures including but not limited to attendance, time-off requests and telecommuting guidelines.

• Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution.

• Applies understanding and knowledge of information systems products and services to assist users.

• Identifies, investigates, and researches user questions and problems as well as isolating and resolving information systems problems

• Demonstrated effective communication skills, both written & verbal, as well as soft skills

• Demonstrated strong and effective customer service skills and learning skills illustrated through work experience

• Demonstrated time management techniques

• Ability to follow processes, procedures and other instructions, both written and verbal and follow through on tasks to completion

• Demonstrated software, hardware and network diagnostic and troubleshooting skills

• MS Operation systems experience (Windows 7/Windows 10)

• MS Office suite experience (including Outlook)

ATOS IT Outsourcing Services, Orlando, FL 06/2015 – Present Level 2 Network/PC Support Analyst

• Troubleshoots via the phone hardware, software, and network operating problems and involves technical resources to ensure resolution.

• Applies understanding and knowledge of information systems products and services to assist users.

• Identifies, investigates, and researches user questions and problems as well as isolating and resolving information systems problems.

• Coordinates referrals to appropriate technical, professional, or service personnel.

• Receives and prioritizes issues and forwards using appropriate escalation procedures All other duties as assigned.

• Serves as a technical advisor to users with complex systems issues by resolving or conferring with technical personnel.

• Provides support for Laptop Backup and Encryption, and Wireless certificates.

• Provides technical on-site maintenance and support for new and existing systems.

• Provides quick response and maximum uptime for all users and performs end user training when necessary.

14991 LeBeau Loop. Winter Garden, Florida 34787.

Phone: 407-***-****. Mobile: 407-***-**** Page 2 of 4 E-mail: ********@*****.***

Tom Pham —

Information Systems Analyst

• Troubleshoots software and hardware failures and identifies network problems when they relate to personal computers.

• Work well with others to ensure the ongoing process/system capability associated with projects and provide inputs to any changes required to meet or exceed the expectations established in project designs.

• Outstanding verbal, interpersonal and written communication, and presentation skills, including demonstrated ability to interact with both technical and non-technical stakeholders.

• Strong organizational and time management skills; ability to manage multiple and conflicting priorities in a global organization, and to adapt in a fast-paced environment.

• Ability to develop and maintain strong partnerships with key stakeholders, and to work across LOBs and regions, balancing the needs of multiple organizations.

• Strong PC skills including thorough knowledge of Microsoft Office Suite. Provides support for Windows OS, Mac OS, and other basic PC applications.

• Ability to both learn from colleagues and think outside the box. 4 Corners Resources, Orlando, FL 08/2014 – 06/2015 Point of Sales (POS) Support Specialist

• POS & terminal programming, troubleshooting and installation.

• POS software gateway knowledge & installation.

• POS equipment knowledge; terminal type, compatibility & functionality

• Educate merchants about terminology features and benefits of products.

• Manage time effectively to meet organizational and personal goals.

• Always present a professional image to Disney guests and cast members.

• Converse with cast members to determine details of issue and provide effective telephone communications.

• Troubleshooting network connectivity, point of sale software, and POS hardware: Credit cards and magic band devices.

• Resolving operating system issues, optimizing, updating, uninstalling, and/or reinstalling software

• Engaging in daily interaction with cast members to resolve OS, network, software, and hardware issues.

• Engaging in daily interaction with technicians to support reimaging, software configuration, POS hardware installations.

• Escalating issues when appropriate.

CNS Services, Orlando, FL 07/2012 – 07/2014

Network/PC Support Team Lead

• Lead the team with planning and scheduling as well as assist the project managers by provide training and support to field technicians with appropriate resources that they need to support end users.

• Work well with others to ensure the ongoing process/system capability associated with projects and provide inputs to any changes required to meet or exceed the expectations established in project designs.

• Provides support for Windows 7, Windows XP, Mac OS 10.7 & 10.6 Office 2007 and Office 2011 for Mac

• Provides support for Laptop Backup and Encryption, and Wireless certificates.

• Provides technical on-site maintenance and support for new and existing systems.

• Provides quick response and maximum uptime for all users and performs end user training when necessary.

• Installs and repairs microcomputer hardware and peripheral components such as monitors, keyboards, printers, and disk drives.

• Assists in determining suitable software to meet user requirements. 14991 LeBeau Loop. Winter Garden, Florida 34787.

Phone: 407-***-****. Mobile: 407-***-**** Page 3 of 4 E-mail: ********@*****.***

Tom Pham —

Information Systems Analyst

• Proficiency in Microsoft Excel, Word, PowerPoint, and other basic PC applications.

• Troubleshoots software and hardware failures and identifies network problems when they relate to personal computers.

United States Army Fort Drum, NY 08/2008 – 05/2012 Quartermaster/Chemical Equipment Specialist

• Performed maintenance on chemical, quartermaster on special purpose equipment and heaters.

• Maintained and repaired various types of quartermaster machinery and equipment including decontamination systems, protective filter systems, smoke generator systems, washer/dryer systems, electric/fuel heater systems, pumps, and reverse osmosis water purification equipment.

• Performed basic and routine electrical and mechanical maintenance on the Laundry Advanced System (LADS) and the Containerized Batch Laundry (CBL).

• Performed requisitioning, receipt, created and managed Deployment Shop Supply List (SSL). Parts inventory management, operated office machines, kept administrative and part supply files, assists in keeping records on equipment operation and maintenance.

Additional Experience

Hardware • Technician II, Dendrite International, Bedminster, NJ 07/2005 - 07/2008 PC • Technician, Best Buy, Whitehall, PA 09/2004 - 07/2005 Technical • PC Support Technician, The Telvista Company, Dallas, TX

08/2002 - 03/2004

Technical • PC Support Technician, Stream International, Inc. 01/2000 - 05/2002 Purchasing • Agent, Eureka Energy Systems, Dallas, TX 09/1997 - 11/1999 Awards/Achievements

• Army Achievement Medal

• 1st Cavalry Certificate of Achievement

• Army Combat Spur Award

• Army Good Conduct Medal

• NATO Medal

• Afghanistan Campaign Medal

• United States Army Ordnance Corps Award

• Cisco System Associate (CCNA)

• Advanced Network Administration

• Network Infrastructure, Network Support, and Micro Computer Repairer 14991 LeBeau Loop. Winter Garden, Florida 34787.

Phone: 407-***-****. Mobile: 407-***-**** Page 4 of 4 E-mail: ********@*****.***

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