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Khang Nguyen - IT Support

[email protected]

Location: Grand Prairie, Texas, USA

Relocation:

Visa: USC

Khang Nguyen IT Support [email protected] Grand Prairie, TX USC TECHNICAL SKILLS MS products including Excel, Visual Basic for Applications (VBA) macros, Access, Word, Windows 7/10, Visio, Visual Studio Code, and other tools such as Atom and Brackets - HTML5, CSS3, Object Oriented Programming, .NET, Web Development and Web-Based Solutions (Dreamweaver CS6), Systems Development Life Cycle (SDLC) deliverables and Use Cases, SQL Commands/Statements. CORE COMPETENCIES Strong Attention to Detail Team Player Ambitious and Quick Learner Decision-Maker Multi-Task inside and outside work condition Thrive under pressure and fast-paced environment Vietnamese Bilingual Work Quality Focus Critical Thinking Work Schedule Flexibility Confident and Action Oriented Company s products knowledgeable Communicate with all levels (internal & external) PROFESSIONAL EXPERIENCE Copart Site Reliability Engineer Monitoring (Internship) 09/2023 Present Vehicle Auctions monitoring sites: US, UK, Germany, Finland and Spain auction dashboards Generated reports: File Transfers, MEA Auction Status, and Wells Bai Network monitoring on New Relic/email notifications and forward to particular teams: NetEng, SysEng, YardEng PSE (Production Support and Eng) alerts: server and DataBase alerts from emails (Instana and Scalyr) CAS (Copart Auction System) AS400 Database Server checks: o System Hourly (CPU usage, server email count, CAS Audit report weekly/Monthly, MIMIX Data Group) o Error Messages o PTC (Move/Implementer Deployment Requests) Network Engineer (Internship) 07/2022 09/2023 Day-to-day operations of a highly available network consisting of routers, switches, and firewalls Expose to technologies of installation, configuration and troubleshooting from multiple vendors: Mist, Meraki, Cisco, and FortiGate Monitor, identify, analyze, and manage critical network system incident/outage (Nagios) Troubleshoot/analyze identifying network issues and network device hardware failures Network Layer 1 check and proactive escalate issues with ISP vendors for Layer 3 troubleshooting Troubleshoot tickets associated with LAN/WAN (ping, ipconfig and nslookup) and AP wireless issues at multiple sites through Zendesk and Faveo helpdesk/ticketing system Engage IT remaster for networking configurations on switch ports, MIST access points, PDU/UPS, and PI-KVM Assist with configuration and deployment of various network devices and services, including SD-WAN, Cisco switches, Fortinet firewalls, and Access Point Ability to communicate cross team and management to address plans for solution IT Support Specialist (Contract-Rehired) 10/2020 07/2022 08/2019 05/2020 Asset Management SnipeIT, WorkSpace/AirWatch and LANSweeper managing devices on the network IT technical support responsibilities such as setting up PC's, imaging applications, installations, etc. Reimaged Phones, Tablets, PCs, and Laptops using Macrium Reflect and SCCM Script Windows 10 upgrade project on Dell PCs and Laptops with MS Operating Systems MS Office 365 Active Directory and Zendesk ticket system (for all aspects of client severity tickets) Troubleshooted and supported (Data port, PCs, Phones, Tablets and Printers) and IP Printing Texas Health and Human Services Commission 02/2019 07/2019 Texas Works Advisor I Interviewed Severity applicants and recipients in person or by inbound or outbound telephone calls to obtain pertinent financial and personal information to determine financial eligibility for public assistance programs Evaluated data from various computer-based eligibility systems: TIERS, ELDS, TLM, Data Broker, SOLQ, etc Computed and authorized benefits based on eligibility determination. Processed work in accordance with state and federal regulations and established procedures, guidelines, and timeframes Praxair Services, Inc. 08/2018 01/2019 AIMS Field Tech Support Received work location & instructions electronically, mobilize truck & trailer to job site Tracked contractor s technical performance to meet site owner s requirements Worked with contractors, consultants, and owners on-site Determined construction material of fuel system to apply appropriate testing method Applied testing procedures utilizing pressuring or vacuumed techniques on fuel systems Inoculated the fuel system, collected test samples, and analyzed them for the presences of the inoculates Tracked schedule and routine maintenance on all equipment and vehicles with contract costs Developed detailed technical knowledge of specialty equipment Built, modified, tested, troubleshooted and repaired of equipment Chase 02/2014 02/2018 Sr. Boarding Support Specialist I (Contract) 03/2017 02/2018 Sr. Boarding Support Specialist I 02/2014 11/2016 Identified merchant s needs based on the request submitted through queues. Updated merchant account information (demographic and contacts). Performed maintenance on updating entitlements (ChaseNet, Debit, Credit, EBT, etc.). Ordered terminals associating with needed entitlements and built download files for terminals Attention to Detail: Utilized different approaches and procedures to assist and provide merchant s needs of building terminal files, online processing (Orbital, iTerminal, and VAR) and setup TASQ order to send out terminals or card readers to merchants Analytical thinking: Used reasoning and logic to identify the weaknesses and strength of alternate approaches to problems Software skills and knowledge: used multiple applications to complete merchant orders and requests Tandem Ice Web6530, PeopleSoft, terminal manager, term master, TASQ (equipment services), VeriCenter web console, and ConfigUI EDUCATION DeVry University - Irving, Texas - Bachelor of Science in Technical Management 08/08/2011 to 04/20/2015 HONORS AND ACTIVITIES: National Dean List (2005-2006) at Richland College and (2011-2015) at DeVry University Phi Theta Kappa (Honor Society) and Delta Mu Delta Dallas Chapter (2014-2015) ACHIEVEMENT AWARDS: Employee of the Month at Chase: July 2013 - Achieving 100% QC Rating at Chase: July 2013 Consistently and Accuracy for meeting SLA and scoring above 98% on QC at Chase: July 2013, June 2013, and May 2013 Team s Top Performer with Consistent Accuracy: 2015-2016 Keywords: information technology microsoft South Dakota Texas