Technical Support Specialist
Resume:
PAUL-TIEN T. NGUYEN
Kent, WA *****
**************@*****.***
PROFESSIONAL SUMMARY:
Dynamic Technical Support Specialist with a robust background at SAIC/FAA, leveraging analytical thinking and database expertise to enhance IT infrastructure. Proven success in streamlining workflows and implementing data-driven solutions that elevate operational efficiency. Collaborative leader skilled in cross-functional teamwork and committed to integrating AI tools for sustainable impact.
TECHNICAL SKILLS:
• Windows 10/11
• TCP/IP
• DNS
• Excel
• Access
• Active Directory
• Microsoft Office cloud 365
• Database and Programming Expertise
• Cross Functional Collaboration
• AI Integration & System Thinking
WORK EXPERIENCE:
Technical Support Specialist Nov 2022 - Current
FAA/SAIC Des Moines, WA
Delivering customer-focused IT services aimed at improving service quality, responsiveness, and operational performance. Support over five thousand users.
Design, configure, and maintain IT network systems to ensure optimal performance, security, and scalability for the size of 18.7 million square miles network airspace area and roughly close to a hundred servers.
Install, manage, and administer computer hardware and software systems to support business continuity and user needs in a Windows operating system environment.
Develop and maintain custom software solutions using Computer Information Systems
(CIS) programming to meet organizational requirements.
Utilize advanced Excel programming (VBA/macros) to transform business efficiency through automation and data-driven decision-making by increasing a hundred-fold work efficiency in reducing time to response to requests and tickets.
Leveraging processes, frameworks, and best practices to align IT services with business strategies, ensuring timely support and service delivery.
Applying systematic thinking and cognitive skill preservation to guide the effective use of AI tools in enhancing IT operations and decision-making. Product Applications Specialist May 2021 - May 2022 Thermo Fisher Scientific San Francisco, CA
Assist in the installation, deployment, and configuration of centralized data management software tailored for DNA instrumentation systems.
Guide customers through the integration of rapid DNA workflows into their existing IT infrastructure, ensuring seamless compatibility and optimal performance.
Collaborate with IT teams to implement highly integrated solutions, supporting interoperability with laboratory information systems (LIS) and other enterprise platforms.
Work closely with end users to streamline DNA testing workflows, leveraging best practices and technical insights to improve operational efficiency.
Provide expert-level troubleshooting, application support, and technical consultation throughout the deployment life cycle.
Liaise with product development, engineering, and customer support teams to relay feedback, contribute to product enhancements, and ensure customer satisfaction.
Deliver training sessions and documentation to ensure customers are equipped to operate and maintain the deployed systems independently. Technical Engineer/Business Database Engineer May 2005 - May 2020 Carlisle Interconnect Technologies Kent, WA
Plan, develop, and maintain the aerospace label database, supporting traceability and documentation for final product builds.
Extract and process technical data from various customer-provided sources, ensuring compliance with industry and company standards.
Transform complex technical inputs into clear, human-readable labeling formats for use on completed aerospace products.
Utilize Microsoft applications (Excel, Access, etc.) and proprietary vendor software to manage, organize, and analyze large volumes of technical information.
Collaborate cross-functionally with engineering, production, and quality assurance teams to ensure accurate label content and seamless data flow.
Support quality and audit readiness by maintaining organized, accurate records of data sources, changes, and output formats.
Computer Information System (CIS) Instructor Jun 2016 - May 2017 Highline College DesMoines, WA
Taught CIS 230 - Database Security w/Windows Server course: Advanced course in database concepts and applications of database security with emphasis on installation, data encryption, and database maintenance. Provides students with the knowledge and skills necessary to install, configure, and administer advanced directory services on a Microsoft Windows Server. Focuses on performing tasks that are required to centrally manage users’ computers, resources and DBMS
Technical Help Desk Assistant May 2004 - Jan 2008
Washington Air National Guard Spokane, WA
Provide first-line technical support to approximately 1,000 users, including enlistees, officers, administrators, and civilian personnel.
Troubleshoot and resolve hardware issues involving desktops, laptops, printers, scanners, and mobile devices.
Diagnose and support software problems, including operating systems
(Windows/macOS), productivity tools (Microsoft Office Suite), and approved enterprise applications.
Manage and track user support requests through the IT ticketing system, ensuring timely resolution and proper documentation.
Assist with account setup and management, including password resets, access permissions, and user onboarding/offboarding.
Perform basic network troubleshooting, including connectivity issues, VPN access, and printer configuration.
Maintain hardware inventory records, issue equipment, and ensure returned items are properly logged and stored.
EDUCATION AND TRAINING:
Master of Science : Information Systems 2008
University Of Phoenix Phoenix, AZ 85040
Certified : Information Management (IM) 2004
Keesler A.F.B (U.S Air Force Academy)
Bachelor of Arts : Philosophy 1998
Gonzaga University Spokane, WA
Successfully attended training and configured a variety of virtual environments and cloud services, including:
Virtual PC Machine (VM)
Virtual Network Environment (VN)
Virtual SQL Server (VSQL)
Virtual Active Directory (VVAD)
Windows Azure Mobile Service (Win. Azure MS)
Windows Azure Storage Account
All setup and managed within Visual Studio 2012 on the cloud platform.
Contact this candidate