Senior System Engineer with 25 Years in IT Leadership

Kiet Doan

Phone: 626-***-**** Email: *******@*****.***

Senior System Engineer

Proven Technical and Leadership Skill in a Career Spanning 25 Years with AT&T

Dynamic, team-oriented management professional with 25 years of experience in the Information Technology field with AT&T/SBC/Pacific Bell. Self-motivated and innovative individual with proven management, marketing, team-building and technical skills. Broad-based knowledge on call center support, network analysis, design, and administration with “hands on” experience. Quickly grasp technical concepts, analyze, and interpret ideas into logic. Demonstrate ability to motivate employees to maximum productivity and control costs through the most effective use of available resources.

Professional Experience

Senior System Engineer February 2019 – December 2024

●Responsibilities include translating business needs into technical solutions and defining solutions to problems through reasoned application of information technology.

●Spearhead application testing coordination and deployment processes, leveraging SQL, Power BI and Elastic Kibana for comprehensive IVR call volume reporting

●Drive development initiatives across multiple technologies including JavaScript, Object-Oriented design and GIT, while implementing continuous integration through Jenkins

●Orchestrate cross-functional technical projects, ensuring seamless integration of new solutions while maintaining existing systems and supporting enterprise-wide initiatives

●Execute precise system engineering strategies, combining technical expertise with analytical problem-solving to deliver robust enterprise solutions

●Architect and implement enterprise-level IT solutions using Java, Node.js, and RESTful APIs, while optimizing IVR systems performance through data-driven analysis

IT Telephony Infrastructure Engineer October 2016 – February 2019

●Responsibilities are inclusive to production application support functions and business operations assurance functions

●Perform application monitoring and response, application problem management/resolution, application change management and implementation, scheduling, tuning and configuration of application and infrastructure components, project implementation work associated with new applications or changes to existing applications

●Works as a liaison and escalation point for clients and other IT organizations as a subject matter expert across the business and application towers for the business processes they represent

●Proactively utilize tools to analyze end-to-end business transaction flows across application ecosystems with business partners; business flow monitoring and response; issue life cycle management/resolution; root cause analysis and resolution

●Ensure the uptime and availability of supported applications as well as managing the deployment of application upgrades in the pre-production, test and production environment

●Led end-to-end IT infrastructure monitoring and problem resolution, managing critical application deployments while serving as primary escalation point for cross-functional teams

●Streamlined application support processes and maintained 24/7 emergency response protocol, ensuring continuous system availability and minimal downtime

IT Telephony Implementation & Operations Engineer September 2005 – October 2016

●Led IVR system operations across 200-300 Unix and Windows servers, implementing IVR solutions and coordinating cross-functional deployments for enhanced call center efficiency.

●Streamlined database support protocols and deployment processes, while managing critical infrastructure updates across multiple telephony platforms.

●Developed and delivered comprehensive training programs for internal and external staff on advanced call center technologies and IVR systems.

●Orchestrated software troubleshooting Unix Solaris, Windows OSCAR Speech Recognition, Genesys CTI and Nortel Periphonics systems, ensuring seamless integration and minimal service disruptions.

●Spearheaded process improvements in telephony operations, while maintaining robust project timelines and deliverables across multiple teams.

Technical Support Manager November 2003 – September 2005

●Led enterprise-wide technical support operations, managing hardware/software installations and resolving complex system issues for business units and executives.

●Streamlined IT deployment processes by implementing automated software distribution systems and remote repair protocols across the organization.

●Orchestrated network infrastructure management, specializing in LAN/Wi-Fi architecture optimization and Windows domain administration.

●Developed comprehensive IT support frameworks, integrating Active Directory management with strategic hardware replacement initiatives.

●Coordinated cross-functional technical projects, ensuring seamless software updates and hardware transitions while maintaining operational continuity.

●Spearheaded enterprise-wide technical support operations, leading hardware deployments and resolving critical system challenges for executive stakeholders.

Special Services Manager August 2001 – November 2003

●Led 15-member testing team for major accounts, managing complex circuit provisioning including Supertrunk, PRI, DS1, and SONET, while serving as escalation point for technical challenges and managing cross-functional coordination for AT&T Broadband installations.

●Streamlined provisioning workflows for AT&T Broadband installations, coordinating cross-functional teams to deliver GigaMAN and DS1 projects within strict timelines.

●Fostered team excellence through mentoring and development initiatives, creating a cohesive work environment that enhanced service delivery for major accounts.

●Optimized project delivery through effective timeline negotiation and roadblock resolution, ensuring seamless circuit provisioning for Los Angeles major accounts.

●Orchestrated comprehensive testing protocols for diverse circuit types including ADN, DID, DOD, and fiber circuits, maintaining service excellence standards.

Technical Advisor ISDN/DSL Helpdesk August 1999 – August 2001

●Led technical support operations for DSL, ISDN, Online Office, Web Hosting, and E-Commerce services, managing customer escalations and generating $90,000 in referral revenue through product demonstrations.

●Spearheaded development of EPC Helpdesk web platforms, enhancing product visibility and streamlining internal communication channels.

●Served as subject matter expert for emerging products, providing comprehensive training and troubleshooting support to internal teams and external clients.

●Designed and executed product demonstration strategies for corporate events, showcasing DSL, Web Hosting, and E-Commerce solutions.

●Implemented conflict resolution protocols and technical solutions across multiple service lines, supporting both business and residential customers.

Education and Professional Training

California State Polytechnic University, Pomona

Bachelor of Science Degree in Computer Information Systems with emphasis in Telecommunication

Technical Training:

●Elastic – Elasticsearch, Logstash, Filebeat, Winbeat, Kibana

●Agile PG/PM – Agile Development

●CCNA – Cisco Certified Networking Associate

●MCSE – Microsoft Certified Systems Engineer

●Oracle 8 Administration

●UNIX Networking and Administration

●IP Networking – IP Networking Fundamentals

●Basic Rate ISDN

●Robotic Process Automation – Automation Anywhere

●Trends in Telecommunication

●Collaborative Experiential Learning Labs Cloud

Remote Analog Testing

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