Technical Support Specialist with Cloud & Training Expertise
Resume:
RANDY QUAN TRAN
*************@*****.***
*******@*****.***
Westminster, CA 92683
PROFESSIONAL SUMMARY
●Tier 3 Help Lines Technical Support User Training.
●Software/PC/LAN Troubleshooting CCNP A+ 2009.
●Innovative technology professional with extensive hands-on experience in a variety of technical environments.
●Driven and stimulated with a work hard mentality. Enterprise level cloud application testing, training and support.
●Proven success working in high-volume, 24x7 technical call centers. Demonstrated strengths in rapidly diagnosing, troubleshooting and resolving client issues.
●Consistently praised for communicating effectively with both technical and nontechnical users.
●Known for excellent problem-solving skills and patience in dealing with frustrated users.
●Desktop administration for all Microsoft Windows platforms.
●Every jobs/projects was on site/customer facing with the exception of LAUSD.
TECHNOLOGY PROFICIENCIES
●Software: MS Office (Word, Excel, Outlook, Access) [Windows and Macintosh versions] instant messaging software; VMware applications, Intel Unite, SCCM, LDAP(account modifications), Service Now,
TeamViewer, Screen Connect, Microsoft Windows Remote Desktop (RDP), SolarWinds, Avaya, BIOS (to stage for imaging)
●Browsers: Internet Explorer, Firefox, Chrome, Safari
●Call-Tracking Tools: Remedy, ConnectWise
●Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Android/iPhone/iPad, Modems, Citrix adapters
●Networking: LAN & VPN/Remote Connectivity, TCP/IP
KEY SKILL
Technical Troubleshooting
●Hardware Configurations
●IP Printer management
●Software Installs
●LAN Connectivity
●Hard-drive cloning/deployment
●Phone & Online Support
●Client/Server Models
●Preventive Maintenance
●Auto pilot computer imaging software
●User Training/Support
●Customer Service
JAMF Apple OS Support
MacBook Infrastructure support
Apple MAC/iMAC support experience
VMware and network devices integration
OKTA and server support
Adept at using web version of Service Now(SNOW)
PROFESSIONAL EXPERIENCE
Lockheed Martin
November 2021 – January 2025
System Support Technician
Provide first- and second-level technical support for desktops, laptops, printers, and mobile devices.
Diagnose, troubleshoot, and resolve hardware, software, and network connectivity issues.
Troubleshoot LAN/WAN connectivity, VPN access, and wireless network issues.
Collaborate with network administrators to resolve escalated connectivity or configuration problems
Support OS migration projects, including data backup, re-imaging, and post-migration validation.
Ensure user data integrity and application compatibility during migration processes.
Work closely with IT teams to support infrastructure projects and improve support processes.
Identify opportunities to automate tasks and enhance support efficiency.
LaUSD – Los Angeles
August 2020 – November 2021
Helpdesk –remote (Contract completed)
●Systems, Applications, Network support
●IPhone and iPad support
●Office365 support
●Chrome book support
●Used OpenAD to move different users that are using Apple devices to the updated Organization Unit
●Documentation curation
●Enjoyed the environment of a not profit infrastructure such as Los Angeles Unified School District
Aided in troubleshooting latency, packet loss and routing issues on both fiber and coax networks.
Handled potential routing issues on provider edge devices (Cisco uBR 10K Series, Cisco 2900 series, Cisco ASR 9000 series and Alcatel Lucent 7750 SR)
Configured CIDR block routers for customers.
Participated in on-call rotation to respond to critical issue escalations after hours
Trained new Tier 2 reps on troubleshooting customer issues and job workflow.
Monitored SNMP traps for VIP customers via Solarwinds
Aiding in flagging potential plant issues and referred them to maintenance.
SouthlandCreditUnion - Los Alamitos May - Jun 2020
Deskside Support Contract (Contract completed)
●Post Windows 11 migration support (banking specific application set up and access troubleshooting)
●VoIP support (RingCentral and LDAP integration)
●Supported all 6 Southland locations in Southern California
●Every jobs/projects was on site/customer facing with the exception of LAUSD.
●Supported employees that changed their last name into the JAMF Apple infrastructure
●Trained Credit Union employees to use their computer/digital phones
Pimco/Statestreet - Newport Beach Apr - May 2020
Staging Technician(Contract completed)
●Used BIOS to stage devices for migration
●1Imaged VDI devices using Pixxy
●Supported employees that changed their last name into the JAMF Apple infrastructure
●Curated training rooms for trade associates
●Set up trade floor outlines because of the COVID19 requirements
●Imaged new laptops for employees to take home and work
●Installed all enterprise approved application from enterprise subnet
●Every jobs/projects was on site/customer facing with the exception of LAUSD.
LA County – remote Mar 2020–April 2020
Voting Support Technician (Contract completed)
Initiated cross team tickets depending on the nature of the call and the caller
Finished days averaging 50 to 80 different incidents
●Deployed SmartMatic ballot boxes and voting machines to voting center around Los Angeles
●Deployed Apple iPad’s for users that decided to start their voting process outside the voting centers
●Supported voters on voting day(s)
●Took all hardwares down and back to their respected depots.
●Every jobs/projects was on site/customer facing with the exception of LAUSD.
Irvine Water District – Irvine Feb 2020
Migration Technician (Contract completed)
●Migrated new Dell Laptops from Microsoft Windows 7 to Windows 11
●Used Pixxy for the migration process
●Updated Organization Units to show current name and job title
●Used SharedDrive to migrate files onto new machines
●Used Pixxy to deploy Citrix settings for contractors
●Every jobs/projects was on site/customer facing with the exception of LAUSD.
Unisys – Irvine Sep 2019- Nov 2019
Migration Technician/Printer Technician (Contract completed)
●Windows 7 to Windows 11 migration using SCCM.
●Break-fix all HP desktop/mini desktop PC's.
●Used DPE and SCCM to facilitate warranty repairs and out of warranty repairs by third party vendors.
●Moved and configured/installed all new network printers across all AAA sites in Southern California.
●Provisioned and fixed LDAP issues that were present in the migration process.
●Every jobs/projects was on site/customer facing with the exception of LAUSD.
Experian – Costa Mesa
Jun 2019- Sep 2019
Migration Engineer (Contract completed)
●Break-fix all Dell laptops.
●Initiated cross team tickets depending on the nature of the call and the caller
●Finished days averaging 30 to 45 different incidents tickets
●McAfee security recovery; user and machine
●Used Bluecat to assign static IP's
●Windows 11 deployment from SCCM/Image from server
●Configured all Avaya desk phones and extensions for new hires
●Every jobs/projects was on site/customer facing except for LAUSD.
Towerjazz – Costa Mesa Oct 2018- Mar 2019
IT Technician(Contract completed)
●In charge of setting up new Windows PCs for deployment
●In charge of setting up new Windows Laptops for deployment
●Configure Putty to emulate a terminal used to connect to Operations Servers
●Calibrated all peripherals matching the needs of the user’s team
●Talked to Israel (parent company locations to get certain access for the user
●Terminated certain ports in the network closets
●Curated network cables depending on the specifics/requirements of the master machine
●Every jobs/projects was on site/customer facing with the exception of LAUSD.
AAA, Costa Mesa, CA Nov 2017- Oct 2018
Helpdesk Supervisor(Laid off)
●Supported all Active Directory maintenance (password creation, password unlock, password reset)
●Supported all mobile phone problems especially with connectivity/privileges
●Supported mobile devices to work with Intel Unite boxes for broadcasting/streaming in meeting rooms
●Install corporate programs (Windows\Macintosh) and applications from repository drive
●Mapped printers and other perpetuals
●Traditional office networking rate and franchise locations
●Active Directory password resets
●Phone support for all ARP incidents
●Supporting and troubleshooting basic networking issues
●Responsible for handling tier I & II tickets providing Technical/Helpdesk and Application Support
●Introduced Agile XP training for Insurance and ESR agents/managers
●Configured new accounts for new hires
●Configured existing accounts for rehires
●Every jobs/projects was on site/customer facing with the exception of LAUSD.
Career Summary:
EDUCATION & CREDENTIALS
CAL STATE UNIVERSITY FULLERTON, Fullerton, CA
●Bachelor’s degree in Magna Cum Laude in Computer Information Systems and Business Marketing BA, 2007 to 2012
●Certified Cisco Network Professional (CCNP), 2020
●Certified Cisco Network Associate (CCNA), 2015-2018
●Microsoft Certified Desktop Support Technician (MCDST), 2010
●Responsible Engineering Authority(REA), 2009
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