Customer Service Software

**** ****** **** *****

Carrollton, TX *****

Phone: 469-***-****

********@*******.***

US Citizen

PHY D. PHAM

PROFESSIONAL EXPERIENCE:

• Over Seven years of Technical Support experience in various industries

• 5+ years of Executive Support experience

• 4 years of supporting Apple products (iPads and iPhones)

• 7+ years supporting MS Office products

• 4 years Printer support (HP, Xerox, Dell)

• 4+ years Dell troubleshooting

• 1 year Windows 7/ MS Office 2010 support

• 7+ years Outlook support

• 4+ years Network support

• 2 years Server support

• 1 year Telecom support

• 4+ years HEAT ticketing tool/ 3 months Remedy

• Involved in migrating Windows XP to Windows 7 in his current job

• Involved in an ITIL environment

• BES 5.0 support

OJECTIVES:

Seeking a position to explore new opportunities as an IT Professional by utilizing my ability to lead,

analyze, troubleshoot and resolve technical issues.

TECHNICAL SKILLS:

MS Sever 2008 Network Infrastructure, MS Server 2008 Active Directory, A+, Network+ and Cisco, Windows

NT/Vista/XP/7 and Windows Administration, Microsoft Office 2003/2007, MS Office 2007 Application Compatibility

and Migration, Mac OS, C++ and Visual Basic, HP printer (LaserJet, Inkjet), Xerox Phaser, Lexmark and Dell, DNS,

TCP/IP, and DHCP

PROFESSIONAL EXPERIENCE:

CHILDRENS MEDICAL CENTER August 2008 to Present

Production Support | Desktop Support Analyst

Responsibilities:

• Troubleshooting pc, network, software and pc related issues on a daily basis

• Liaison for IS teams. Supported with technical issues the various Executive level positions like CTO,

Doctors, etc

• Support 5,000+ handheld devices such as care mobile units, BlackBerry, iPhone, iPad, and scanners.

Install software, applications and Exchange Outlook in iPads and iPhones

• Projects include the migration of Windows XP to Windows 7, GroupWise to Outlook

• Support and troubleshoot Dell workstations and laptops

• Support and troubleshoot Windows 7 issues such as profile registry and blue screens

• Support end-users with MS Office 2010/Outlook 2010

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• Performs moves, adds and changes of PC equipment

• Hands on work with 7,000+PCs environment analyzing and troubleshooting application software and

hardware providing a resolution in a timely manner

• Break down machines(printers, fax machines, laptops, PCs, workstation on wheels…etc) to diagnose the

problem and fix them

• Created training documents and worked hands-on with technicians to reduce the number of calls to other

teams or outside resources for assistance

• Support with in-house and mainstream applications such as:

o Citrix, Epic, One Chart, Heat ticketing system, GroupWise,

o Outlook, Reflection, TecSys, ISIS Pro, TRACE, TDOC

• Manage and monitor Cisco Wireless Control System for wireless network, BES Manager for BlackBerry

and Maximo for asset tracking

• Create and Control all network printers through Novell iManager

• Install and configure specialize applications such as ISIS Pro, TRACE, TDOC

• Research and resolve global issues

• Manage, install, configure software and image pc through the use of Altiris Deployment Server

• In house Quality Center software - testing equipments and software before they go global

• Dealt with warranty equipment and vendors

• Level 1 support on Telecom equipment and issues, installation and troubleshooting of VOIP phones

• Work with many types of printers, Examples of the main printers on a daily basis: Xerox 4525, 5500,

Lexmark W840, Dell, Cannon, Zebras

• Co-founder of ALS (Advance Level Services Team), ran programs dedicated to finding cost-efficient

solution for the organization’s goal for “Better, Faster, Cheaper” such as: Training, refurbishing of devices and

warranty validation

• Created an efficient inventory program for crash cart that reduces turnaround time for trouble tickets and

customer impact

• Awarded three IS Bendie Awards for Customer Service quarterly

• Placed as a backup Lead in ALS and Troubleshooting Team

CAE SIMUFLITE September 2007 to August 2008

Desktop Support | Onsite Support Analyst

Responsibilities:

• Provide support with in-house and mainstream business applications: Stars, WebReg, BAAN, Oracle

• Supported high-level staff like Pilots, Instructors, Executives, the President and Vice President with their

technical issues.

• Configured workstations, workgroup printers and software applications

• Grant Network access, wireless networking access, access to in-house Software

• Patching cables in closet and ran cross connect analog lines for phones

• Configured and installed VOIP phones

• Analyze and troubleshoot application software and providing a resolution in a timely manner

• Hands on work with PCs and Symantec ghosting images

• Provide reports (network downtime, inventories, employees)

• Monitored and respond to software as well as hardware issues to Finance, Sales, Information Technology,

Course Ware, Engineering, Records, and Client Services department

ARMY & AIR FORCE EXCHANGE SERVICE March 2007 to June 2007

Desktop Support | Onsite Support Analyst

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Responsibilities:

• Grant Network access, wireless networking access, access to in-house Software

• Provide support with in-house and mainstream business applications: MSO, Service Center, McAfee,

BlackBerry

• Hands on work with PCs, including replacing parts such as motherboard, power supply, HDD, CDROM,

etc…, ghosting images

• Provide blackberry support for internal/external users

• Configured workstations, workgroup printers and software applications

• Assisted in the Asset lifecycle deployment and disposal project for the current fiscal year

• Used Remedy as a ticketing tool.

• Monitored and respond to software as well as hardware issues

• Marketing, Catalog, Information Technology, Accounting, General Counsel, Logistics and Real Estate

EAGLE’S LANDING TENNIS CENTER January 2003 to September 2007

USPTA | Tennis Professional

Responsibilities:

• Supervised and managed daily activities for Junior Development Program

• Instruct privates/group lessons, adults and juniors

• Deals with clients on a daily basis

• Planned Junior Development Camp every season

• Planned and Coordinate travel teams

BROOKHAVEN COUNTRY CLUB October 1999 to January 2003

USPTA | Tennis Professional

Responsibilities:

• Supervised and managed daily activities for Junior Development Program

• Instruct privates/group lessons, adults and juniors

• Deals with clients on a daily basis

• Planned Junior Development Camp every season

• Planned and Coordinate travel teams

COMPUSA June 1997 to September 1999

IT Solution | Help Desk Analyst

Responsibilities:

• Deals with clients on a daily basis

• Provide phone support for internal/external users in a 24/7 call center

• Route and kept data logs of all incoming and outgoing calls

• Technical support via phone includes troubleshoot hardware and software

• Dispatch problems to appropriate technical teams

• Remote software installs

• Manage Active Directory to create and reset username and password

EDUCATION:

Bachelor of Science in Business Administration - Management Information System (MIS)

UNIVERSITY OF TEXAS, Dallas, TX

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