IT Project Manager

MICHAEL NGUYEN

**** ******* ****  Austin, TX ***48  Cellular: 512-***-****  Email: *******.**@*****.***

Objective:

A position as an IT Manager / Project Manager with expertise in the areas of projects management, IT desktop support manager, client operation, windows servers, networking administration and merger and acquisition.

Expertise Highlights

 Service Desk Management

 Project Management

 Problem Management System

 Manage Key Performance Indicators

 Manage Service Level Agreements

 Improve Service Delivery

 Identify Proactive Solutions

 Strategic Planning  Manage Standard Operating Procedures

 Create Technical Process and Workflow

 Continuous Improvement

 Process Improvements & Best Practices

 Change Management

 Network Administrator

 Server Administrator

 Service Desk Engineering

Profile:

 12 years experience as professional IT support / Server and Network Engineering.

 6 years experience as professional IT Project Manager working on multi-million dollars project.

 3+ years Service Desk Manager, managing technical desktop support for front end client services

 Proven ability to work in unison with staff, volunteers, and board of directors on multiple projects.

 Ability to direct complex projects from concept to fully operational status.

 Goal-oriented individual with strong leadership capabilities.

 Organized, highly motivated, and detail-directed problem solver.

 Ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner.

Education:

 Master in M.B.A., Business Administrator 07/2006

American InterContinental University, Chicago Illinois

 Bachelor in B.A., Computer Information Technology 06/2003

American InterContinental University, Chicago Illinois

 Associate in A.A., Business Administrator 03/2001

University of Texas, Austin, TX.

Technical Certifications:

 PMP – Project Management Professional WIC

 ITIL – Information Technology Infrastructure Library 2008

 CCNA – Cisco Certified Network Associates 2003

 MCP – Microsoft Certified Professional 2002

 MCSE – Microsoft Certified System Engineer 2002

 MCDBA – Microsoft Certified Database Administrator 2002

 A + Certification / Software and Hardware 1999

Professional Experience

APPLIED MATERIALS – AUSTIN, TX. 2007 to 2010

IT Desktop Support Manager / Vendor Manager

Provide IT leadership for 60+ desktop support technician employees. Manage and support 32 remote sites in North America. Assist desktop technician employees with complex issues and resolved to resolution. Daily maintain customer satisfaction and making sure services has been met within SLA.

Key Results:

 Exceeded SLA issue-resolution targets and achieved exemplary customer satisfaction scores, consistently scoring between 96%-100% on all calls.

 Provide new workflow documentation for troubleshooting and training

 Improve Uptime Support and customer satisfaction.

 Handled 60+ technical/service desk employees daily and consistently met high service standards.

APPLIED MATERIALS – AUSTIN, TX. 2003 to 2010

Project Manager

Manage Multi-Project tasks for Applied Materials. Manage 1.5 million dollars PO and making sure that all cost is align with business cost cutting measurement. Project managed new company merger and acquisition. Manage the roll out for IPT, MPLS Circuit and DNS IP Roll Out for North America and Canada.

Key Results:

 Manage Xerox Global Print Services

 Manage the roll out for IPT, MPLS Circuit and DNS IP Roll Out for North America and Canada

 Manage the roll out of new Cisco network hardware installation for North America

 Project Manage all 32 AMNA site old Windows NT Server 4.0 to the new Windows 2003 Servers

 Manage / deploy and upgrade all 32 AMNA region network old legacy Cisco equipment to the new Cisco 3550/4000 Multilayer network architecture

 Completely and Successfully Manange the Merger and Acquisition of

o ChemTrace Inc. acquisition, “2003”,

o Metron Inc. acquisition, “2005”,

o Brooks Automation Inc. acquisition, “2006”

o Kachina Inc. acquisition, “2007”

o Sukodo Inc. acquisition, “2009

Other Key Results:

 Balanced $1.5 million budget, resulting in impressive 15 percent profit margin.

 Reorganized IT work task and implement new solution, turning 85% SLA Reliability and Performance to 95%

 Implement and Designed service development plans and conducted operation assessments.

 Successfully established the automation of the new work task and workflow for in Remedy for Applied Materials IT department.

APPLIED MATERIALS – AUSTIN, TX. 2000 to 2003

Customer Support Engineer / Technical Lead”

Maintain users account and access control within Windows Server environment. Install, upgrade and maintain Server 2003. Work on network issue, upgrade and install Cisco Router and Switches.

Key Results:

Provide local and remote support for end user computing.

 Assist user with technical computer issues in in different region within the US.

 Travel to different region to assist in Office Move / Migration and Merger and Acquisition

 Install and Deploy New Server Installation and Network equipment though-out North America.

 Work and travel to different site to deploy Windows 2003 Server and Cisco Network Equipment though-out North America.

MOTOROLA MOS13 – AUSTIN, TX.

System Administration

Daily maintain user account and access restriction issues. Perform quick troubleshooting and problems solving for client/server base operating system. Support operations by installing new server / migrate server and resolving server issue. Perform technical support with computer related issues using Timbuktu software. Implement and perform MAC OS migration to Windows NT 4.0 OS environment for 250+ users.

DELL INCORPORATION – AUSTIN, TX.

Technical Support Specialist

Perform technical phone support for clients. Assist client in troubleshooting computer hardware peripheral, software and computer configuration issues. Make sure that all calls are met within the SLA. Troubleshoot problems component level and ensure that the clients are satisfied at the end of each call.

CID – AUSTIN, TX.

IT Technical LEAD

Provide technical support and troubleshooting to client and vendor in different areas in within Austin and San Antonio.

Migrates client / server small offices home offices.

DUPONT PHOTOMASK – AUSTIN, TX.

Helpdesk Support / Backup Support

Handled technical troubleshooting within an enterprise environment, including system crashes, slow-performance and data recoveries. Engaged and tracked Priority multiple issues, with responsibility for the timely documentation, escalation, resolution and closure of trouble tickets.

Technology Summary

Software:

VMWare, MS Exchange, Insight Manager, Norton Ghost, MS Project, MS Visio, Remedy, pcAnywhere, Macromedia Dreamweaver, MS FrontPage, MS Office 2003 Suite, MS Office 2007 Suite, Veritas Exec Backup, Symantec Backup Exec, NetApp, Lotus Notes, Domino, anti-virus and anti-malware protection

Languages:

HTML, JAVA, ASP, CSS, ASP, ASP.NET,

Network:

Switches, Routers, Hubs, Servers, Cables, Racks, Firewalls, LAN, WAN, TCP/IP, DNS, Wireless, Cisco SDM, Firewall, VPN, RAS, SNMP, MPLS, DHCP, FTP, LDAP, Radius,

System:

Microsoft Windows NT 4.0, Microsoft Windows 2000, Microsoft Windows 2003, Microsoft Windows XP, Microsoft Windows Vista, Microsoft Windows 7, Microsoft NT4.0 Server, Microsoft Windows 2000 Server, Windows Server 2003, Windows 2008 Server, Microsoft Active Directory 2003, Microsoft Active Directory 2008, System Center Configuration Manager

IT Manager:

Customer management, human resources management, financial management, continues improvement management, internal liaison, indentify and manage key performance indicators, manage standard operating procedures, Asset management, managed manage service

Project Manager:

Strategic planning, project leadership, budget analysis, data flow & process, project integration management, project scope management, project time management, project cost management, project quality management, project human resources management, project communication management, project risk management, project procurement management.

Recognition and Awards:

 “Above and Beyond” Normal Duties Q2’ 2003

 “Moment Of Truth” on Hard Work and Dedication Q3’ 2002

 “Behind the Scenes” Recognition for Best Effort Q2’ 2001

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