Support Specialist Technical

Nghi Huu Tran

**** ***** ****, ***** ** ***** Email: *********@*****.*** 571-***-****

PROFESSIONAL SUMMARY

Experienced and security-focused Senior IT Specialist with over 15 years of success in IT operations, VIP technical support, system administration, and cybersecurity. Proven ability to lead complex IT projects, ensure compliance with federal standards, and support high-profile government executives in mission-critical environments. Adept at managing enterprise-level hardware/software systems, delivering secure collaboration tools, and mentoring support teams to deliver exceptional service outcomes. Recognized for outstanding performance, technical expertise, and proactive leadership across federal and private sectors.

CERTIFICATIONS & EDUCATION

Education

Bachelor of Science in Information Technology, Stratford University, Falls Church, VA (2004)

Associate of Applied Technology in Network Security, Stratford University, Falls Church, VA (2000)

Certifications

Apple Certified Mac Technician (ACMT)

Dell DCSE Certification (ID 3016 & ID 2003)

HP APS – Servicing HP Commercial Desktops, Workstations, and Notebooks

HP HP2-T16 & T23 – Support Industry Standard Server Solutions & Architecture

IT Security & Cybersecurity Training

Operating System Security & Network Security

Cybersecurity with Cloud Computing

Ethical Hacking: Wireless Networks

Computer Security: Investigation & Response

Security: Core Concepts & Practical Cybersecurity

Core Competencies

IT Operations & Enterprise Support

VIP & Executive Technical Support

Cybersecurity Compliance (FISMA, NIST)

ITIL/Incident Management

AV & VTC Systems (Cisco Webex, MS Teams)

Asset Management & Lifecycle Tracking

Cloud Services & Virtualization (VMware, O365)

Desktop/Mobile Device Support (Intune, Apple Business Manager)

Project Management & Technical Leadership

CORE SKILLS & EXPERTISE

IT Systems Management & Administration – Managing, troubleshooting, and optimizing IT systems, networks, and infrastructure.

Cybersecurity & Compliance – Ensuring adherence to security policies, mitigating vulnerabilities, and implementing best security practices.

Technical Support & Troubleshooting – Resolving complex IT issues for hardware, software, and network systems.

System Analysis & Performance Monitoring – Diagnosing system inefficiencies and implementing solutions to enhance operations.

Project Management & Team Leadership – Coordinating IT projects, leading teams, and improving IT service delivery.

Cloud & Virtualization Technologies – Experience with cloud computing, virtualization, and remote desktop solutions.

PROFESSIONAL EXPERIENCE

U.S. Department of Health and Human Services – Washington, D.C.

Senior IT Support Specialist / VIP Desktop Support 2015 - June 02, 2025

Delivered daily onsite and remote IT support for senior government officials, including the Secretary, Deputy Secretary, Chief of Staff, and their immediate staff, ensuring uninterrupted technology services in high-pressure, high-visibility environments.

Acted as the primary point of contact for VIP IT service requests, providing immediate, multichannel support (phone, email, IM, in-person) to resolve complex technical issues.

Led end-to-end technical operations for the Immediate Office of the Secretary, including system deployment, mobility support, network upgrades, asset management, and compliance with FISMA standards.

Managed IT project lifecycles, overseeing planning, testing, deployment, and post-implementation support to ensure system security, functionality, and performance.

Supported and maintained Department of Executive Team Support mobility devices (iPhones, iPads, mobile hotspots), managing setup, troubleshooting, and lifecycle operations including Intune and Apple Business Manager integration.

Coordinated wireless carrier engagement, handled mobile provisioning/shipping/receiving, and maintained compliance documentation for all government-issued mobile assets.

Diagnosed and resolved technical issues across desktops, laptops, mobile devices, conferencing tools, and network infrastructure, with a focus on high-level user satisfaction and uptime.

Administered user accounts, permissions, and access controls; performed Active Directory updates and security-related administrative tasks in alignment with strict IT policies.

Managed, configured, and supported audio/visual and video teleconferencing systems, including Cisco Webex, Microsoft Teams, MS Live Events, and integrated AV systems for secure, high-visibility events.

Provided advanced troubleshooting for streaming hardware/software, A/V projection systems, displays, microphones, VTC systems, and IP/ISDN network connectivity.

Planned and coordinated equipment and software pre-checks for VIP meetings, offering on-site support and user training to ensure flawless execution.

Collaborated with OCIO teams, engineering staff, vendors, and desk-side support managers to evaluate and deploy new technology solutions and enterprise tools.

Authored knowledge base articles and shared best practices to enhance Tier I/II team readiness and improve resolution efficiency for recurring technical issues.

Routinely triaged and assigned service desk tickets based on technician capacity and technical expertise, ensuring SLA compliance and team productivity.

Provided 24/7 on-call support for urgent VIP incidents, including after-hours escalation and coordination for national/international travel readiness.

Maintained detailed documentation in help desk ticketing systems, tracking resolution timelines and identifying recurring issues to drive continuous improvement.

Demonstrated initiative in identifying service gaps, recommending process enhancements, and leading new implementations that improved customer experience and system reliability.

Maintained a proactive, self-directed approach to daily workload, consistently prioritizing VIP tickets and mission-critical systems.

Highly disciplined and service-oriented AV Technician supporting the HHS Secretary Operations Center’s mission-critical communications infrastructure. Proven ability to work independently while delivering world-class support for live and virtual events. Known for technical precision, responsive troubleshooting, and dedication to maintaining seamless operational continuity in a dynamic, high-stakes environment.

Delivered exceptional customer service to ASPR/CDC presenters and meeting participants, ensuring a seamless and professional user experience across all AV and teleconferencing events.

Performed moderately complex technical operations, including setup, configuration, calibration, maintenance, and troubleshooting of AV/VTC systems, components, and circuits.

Managed daily system testing to verify functionality and room readiness, proactively addressing any issues before scheduled use.

Supported setup and teardown logistics for ASPR/CDC special events and corporate meetings, ensuring efficient execution and minimal disruption.

Evaluated AV equipment specifications and user needs; provided recommendations to supervisors and clients on upgrades, maintenance, and procurement.

Maintained up-to-date knowledge of industry technologies, tools, and standards, applying best practices to optimize system performance and reliability.

Participated in special projects, including technology upgrades, room integration initiatives, and event production support.

Maintained a composed, professional demeanor in fast-paced, high-pressure situations; applied sound judgment and initiative to accomplish daily operational goals.

Utilized ticketing systems to log service requests, track maintenance activities, and create change requests and knowledge base documentation in accordance with operational protocols.

Key Strengths & Tools Used

Platforms & Tools: Microsoft Teams, Cisco Webex, MS Live Events, Apple Business Manager, Intune, Active Directory, ServiceNow (or equivalent), IP/ISDN networking tools

Technologies Supported: Windows OS, mobile iOS devices, collaboration platforms, A/V hardware, enterprise VPN, network switches

Key Skills: Executive-level support, IT project management, remote/mobile device management, VTC/Audiovisual systems, asset lifecycle management, security compliance (FISMA)

Optional: Achievements Section

Reduced VIP incident response time by 40% by streamlining escalation procedures and implementing proactive monitoring tools.

Successfully deployed over 150 secure mobile devices for overseas travel with zero compliance violations.

Designed and implemented a pre-event A/V check process that eliminated 95% of live event tech failures.

Evolver Inc. – Reston, VA

Desktop Support Specialist (Subcontractor, DHHS) August 2013 – September 2015

Provided technical support for desktops, laptops, and mobile devices.

Diagnosed and resolved hardware and software issues to ensure optimal performance.

Installed and upgraded systems, ensuring compliance with IT security policies.

Atos IT Solutions & Services, Inc. – Cypress, TX

Data Center Technician II (Contractor, Microsoft Cloud Infrastructure) February 2012 – August 2013.

Detail-oriented and highly skilled IT Datacenter Technician with strong expertise in datacenter operations, including the preparation, installation, diagnostics, troubleshooting, replacement, and decommissioning of IT equipment. Proven ability to guide and mentor team members, ensure compliance with policies and procedures, and drive efficiency through the effective execution of tasks. Committed to maintaining high standards of operational excellence and contributing to continuous process improvement.

Core Competencies

Datacenter Operations and Management

Hardware Installation and Troubleshooting

Cabling Infrastructure and Network Systems

Server and Storage Equipment Maintenance

Process Compliance and Improvement

Workflow Optimization and Task Prioritization

Mentoring and Technical Guidance

Ticket Management and KPI Achievement

Problem Escalation and Resolution

Change Management and Process Evaluation

Data Center Technician II:

Expertly prepared, installed, diagnosed, troubleshooted, replaced, and decommissioned a wide range of datacenter IT technologies and equipment, ensuring minimal downtime and optimal performance.

Maintained in-depth knowledge of cabling infrastructure, network equipment, server, and storage systems, providing critical guidance to technicians on operational interactions and best practices.

Reviewed and disseminated Process Change Notifications (PCNs) to team members, enabling efficient workflow and proactive impact mitigation across operations.

Provided leadership and guidance to less experienced technicians, assisting with complex tasks and tickets, and ensuring the achievement of Key Performance Indicators (KPIs) across various task types.

Supported compliance initiatives by strictly adhering to datacenter policies, procedures, and deadlines, escalating operational assurance issues as necessary to management.

Coordinated task assignments among technicians in the absence of management, ensuring efficient ticket resolution and proper workload distribution.

Continuously identified opportunities for process improvements, providing feedback to management and enhancing operational efficiency.

Independently completed assigned tickets within established SLAs/KPIs, demonstrating a strong commitment to quality service and customer satisfaction.

Technical Skills

Hardware: Servers (Dell, HP, Lenovo), Storage Arrays, Network Switches

Tools: Ticketing Systems (ServiceNow, Remedy), Diagnostic Utilities

Networking: Cabling (Copper/Fiber), Network Configuration Basics

Standards: ITIL Foundations (incident management, problem escalation)

Capstone Corp – Alexandria, VA

Field Technician & Deployment Team Lead (NASA) June 2011 – February 2012

Led a team of 15 technicians in the successful deployment and upgrade of over 3500 workstations across NASA facilities, ensuring minimal downtime and adherence to project timelines.

Spearheaded Windows 7 migration initiatives, overseeing system imaging, data backups, user transition, and post-migration support.

Delivered hands-on technical training to team members and end-users, enhancing overall technical proficiency and reducing support requests.

Diagnosed and resolved complex hardware, software, and network issues in a high-security, mission-critical environment, ensuring continuous system availability.

Collaborated with cross-functional teams, including IT support, network engineers, and project managers, to maintain deployment efficiency and compliance with NASA’s technical standards.

TECHNICAL SKILLS

Operating Systems:

Windows Server 2000/2003/2008/2012 Windows 98/XP/Vista/7/8/10/11

Mac OS X (Snow Leopard, Mavericks, Yosemite) Linux (Ubuntu, Red Hat)

Networking & Security:

Cisco Firewalls, Routers, Switches Juniper SSL VPN IDS/IPS Security

Security Scanning Tools (Retina, SCCM, WSUS, Gfi Languard)

TCP/IP, DHCP, Active Directory, Group Policy Management

Software & Cloud Technologies:

Microsoft 365, Exchange, SCCM VMware, VirtualBox

Backup Solutions (Veritas, Brightstor ARCserve) Encryption Tools (BitLocker, TrueCrypt)

AWARDS & RECOGNITIONS

Outstanding Performance Award (2015-2025)

Socies IT Wizard Trophy (2023)

"Hats Off" Peer-Nominated Award (2024)

Spot Award (2016-2020)

Bronze Accolade for Performance Excellence (2012)

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