Chuong Daniel Huu Phan
Little Elm,USA
Summary
Highly energetic, motivated and positive employee with over 23 years of analytical, people, and management experience. Successfully managed multiple locations as a system administrator and site lead. Successfully managed a specialized remote support help-desk engineering team that supported Asia and North America. I take great pride in working with my managers, peers, and customers to ensure at the highest level of professionalism. At Hewlett Packard and Electronic Data Systems, I worked directly with government officials from the United States and Singapore to gain a complete understanding of their needs, analyze the best approach to reach those goals, and lead teams of professionals that successfully delivered on behalf of the client. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Service Desk Agent
HCL
02.2024 - 04.2024
- Support the Standard Insurance Company users across the US and Internationally as the initial point of contact for end users seeking technical assistance and support via phone support through Avaya
- Primary responsibility of L1 support handling queries and resolving both software and hardware issues using Service Now
- Recognizing and escalating more difficult issues to Tier 2 support, including any major issues to ensure SLA are met
- Password resets, software installation, general troubleshooting for both hardware and software, supporting Microsoft Windows, O365 applications, Apple iMac\iPhone support, Active Directory, Exchange and hosted email systems
- Use Remote monitoring tools, Teams remote, and call tracking logs and routing tickets through SNOW
- Mentor and guidance to fellow team members to better support SIC
- Supporting all users with white glove support and priority on customer satisfaction for each call
Pfizer Navigator Specialist
HCL
05.2023 - 12.2023
- Discuss a broad range of product and scientific information, akin to disease-state education, Zoster, Vitiligo, Atopic Dermatitis Covid 19, etc., using approved materials with a scientific focus
- Compliantly organizes internal cross functional check-in meetings, as needed, to ensure close coordination of Pfizer colleagues consistent with customer and Pfizer objectives
- Maintain current information and expertise with respect to Pfizer's virtual resources and offerings, educate HCPs/offices about information and resources available virtually, support access to virtual resources
- Compliantly share information and insights with other Pfizer functions
- Utilize current digital tools effectively (Microsoft Office, Microsoft Teams); leverage analytics to assist with insights and next best action
HCL IT Specialist Level 2
HCL
03.2022 - 03.2023
- Employees with emphasis on high-level networking and application issues
- Effectively troubleshoots Server, Storage, and Citrix software related issues and provide network related support
- Work with WAVE vdi and Citrix vdi platform supporting users within the Virtual Desktop environment
- Supports RSA VPN setup, connections for both WF Employees and contractors
- Supports cloud-based environments
- Acts as a primary interface with customers' IT departments
- Data migration to Virtual Desktop environment configuration
- Data recovery onto cloud and network share
- Manages enterprise support US, Canada, Philippines, and India 24 hour support
- Manages work assignments and commitments, meets deliverables and deadlines, and effectively communicates the status of assigned task
- Performs other duties as requested, directed, or assigned
- Provide exceptional VIP support and high security level support for Wells Fargo
FC Associate
Amazon
09.2021 - 02.2022
- Off loading stock deliveries, processing work orders, locating merchandise, packing orders for customers
- Processing orders quickly and efficiently while adhering to safety and quality standards
- Good understanding of warehouse procedures and able to work with different and multiple teams throughout the warehouse
- Reading and deciphering orders, confirming, inspecting, transporting and finalizing work orders
- Read and analyze work orders to verify consistency with merchandise information
- Maintained compliance with company safety policies and called violations to attention of management
- Followed procedures at all times for personal and team safety
- Collaborated effectively with coworkers on initiatives focused on achieving measurable improvements in production quality and workflow
- Transported packed items onto delivery vehicles, updating tracking database once loaded
- Evaluated merchandise for irregularities, flaws or damage prior to packing
- Received and reviewed new orders, located requested merchandise, and promptly initiated processing
- Aided manager in developing and implementing new processes and procedures to improve the fulfillment process
- Examined incoming and outgoing shipments to check accuracy and identify damages and quality standards
- Segregated and processed incoming stock and materials to prepare for storage or shipment
- Communicated with other departments to facilitate fulfillment activities and address issues
- Conducted regular cycle counts to reconcile inventory levels and determine accuracy
- Assisted manager in training new employees to apply strategies and best practices in the fulfillment process
IT Manager
Karina Jett Realtor
06.2020 - 12.2020
- Independent IT contractor for Jett Real Estate Team
- Supported offices and home setup for workstations and users
- Upgraded workstations and laptops to Windows 10 and helped with data migration for all users
- Assisted with all software installations and updates requested by Karina Jett Realtor for Realtor support team
- (Marketleader, Keller Williams command, MLS database, Zillow, Realtor.com, Streettext, etc)
Operations Manager
Ichiba Sushi Vietnam
11.2013 - 12.2019
- Setup and maintained network infrastructure for all three Ichiba Sushi locations
- POS System support for all locations adding users, workstations
- Trained and supported Managers and Team for POS
- Social Media Support Team lead for Instagram, Facebook, TripAdvisor, Google, Foody, etc
- Ichiba Sushi became the #1 Restaurant in HCMC after six months and stayed atop different platforms as one of the top restaurants in HCMC, Vietnam
HP Sr. Certification Engineer
HP Singapore
09.2008 - 10.2010
- Assisted manager in training new employees to apply strategies and best practices in the fulfillment process
- Application Certification Testing for Agency applications on approved HP Gold Disk OS
- Services Certification Testing for the Proving Certification Lab(Windows Vista and Windows 7)
- Worked with over 70 SOE Agencies in developing the best process and procedures for our PCL testing environment
- Managing, delegating and prioritizing each and every Agency's request depending on their goals and deadlines
- Accommodating, but also ensuring all submitted services and applications meet HP's standards in order to pass our Certification testing
- Assisted with supporting and creating a centralized help desk to support Agency questions and requests
Queue Manager Remote Desktop Engineer SW
EDS\HP NMCI
02.2007 - 09.2008
- Using Remedy database ticketing process to prioritize and distribute incident tickets among 35+ RDM Technical Engineers
- Liaison to other RDM teams to assist in disseminating information regarding Enterprise issues and solutions
- Coordinated and handled escalations from customers from different regions ranging from North America, Hawaii, to Okinawa, Japan and Southeast Asia
- Act as escalation point for tickets assigned from Help desk, local sites and tickets needing higher level support from CSR's
- RDM team was also given the responsibility of addressing and resolving top VIP client problems and issues due to the ability to address most issues remotely
- Applied EDS\NMCI business rules, process and procedures to optimize maximum production
- RDM team was heavily involved with keeping the NMCI Knowledge Base updated with all issues and solutions
- SLA were a main focus and as the Acting Queue Manager, it was vital to keep a close watch on any tickets that might not be resolved before the SLA timeline
Field Services Customer Service Rep
EDS\HP NMCI
06.2003 - 02.2007
- For the EDS\NMCI project at both Miramar and RDSD in San Diego
- Liaison to other RDM teams to assist in disseminating information regarding Enterprise issues and solutions
- Provided administrative technical support for Navy, Marine Corps and civilian customers
- Troubleshoot and resolve issues with network, workstations, software, hardware, email, RAS\VPN connections and computer accessories
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
- Worked with hardware\software support from staging, implementation, remotely, onsite and at various bases throughout San Diego up to LA county
- Collaborated with staff members and military personnel to increase efficiency, productivity, enhanced customer service and to exceed team expectation and top notch customer service
- Goal to always meet SLA and deliver outstanding support
System Admin
EDS
10.2002 - 06.2003
- For the EDS\NMCI project at both Miramar and RDSD in San Diego
- Setup, configure and support workstations, servers and client's networks on a multiple domain environment
- Working with Windows 95/98/NT/2000/ operating system
- Performed daily system back-up and data recovery
- Install, monitor and configure File, Mail, Print and Database Software including Microsoft Office 2000/XP, Outlook client for email, Microsoft Exchange, Ghost, Citrix Metaframe, Norton Antivirus, Adobe Acrobat, multiple Reflection versions, MS Visio\2002, MS Project\2002
- Also used a Remedy database to open, address 2002-10 - 2003-06 and resolve all tickets at both locations
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults
- Managing onboarding and offboarding employees
- Orchestrated integration and communication of software upgrades
- Mentored employees and offered constructive feedback for performance improvement
- Spearheaded inventory control measures to replenish and maintain IT equipment
Field Engineer and Helpdesk Support Engineer
EDS\CCC Network Systems Inc
03.2002 - 10.2002
- Maintain, configured, upgraded, troubleshoot, and repair, Freevision X Server Management
- Install, configure, troubleshoot and maintain Freevision IP remote access solutions
- As a field engineer, traveled across the US networking KVM switches for large data centers
- After approximately 3 years, transferred to CCC Network System 24 hour phone support team
- Used experience and field knowledge to support the Freevision X Server Management via phone support, globally
- Interact effectively with site engineering team and field staff to coordinate work that complied with design and construction documents
- Determined root cause and provided corrective action to prevent future failures through investigation and analysis
- Identified major issues that could arise and provided solutions for these problems
- Managed team in troubleshooting efforts that alleviated errors
- Promoted positive customer support training experience once the project was completed
- Served as liaison between site engineering team and field to coordinate work in accordance with design and construction documents
Education
No Degree -
Silicon Valley College
01.2002
No Degree - Accounting, Computer Science
Diable Valley College
Pleasant Hill, Ca01.1990
Skills
- Highly energetic
- Motivated
- Positive employee
- Analytical experience
- People management
- Management experience
- System administration
- Remote support
- Help-desk engineering
- Customer satisfaction
- Professionalism
Certification
- MCP, Microsoft Certified Professional
- Cybrary Introduction to IT & Cybersecurity
Accomplishments
- Opened Japanese American Fusion Sushi Restaurant in HCMC which became the #1 restaurant in HCMC after 8 months.
- Gained knowledge and experience from leadership within the IT field.
Hobbies and Interests
- Food
- Restaurants
- Cooking
- Coffee
- IT
Workemail
daniel.phan@hcl.com
Timeline
Service Desk Agent
HCL
02.2024 - 04.2024
Pfizer Navigator Specialist
HCL
05.2023 - 12.2023
HCL IT Specialist Level 2
HCL
03.2022 - 03.2023
FC Associate
Amazon
09.2021 - 02.2022
IT Manager
Karina Jett Realtor
06.2020 - 12.2020
Operations Manager
Ichiba Sushi Vietnam
11.2013 - 12.2019
HP Sr. Certification Engineer
HP Singapore
09.2008 - 10.2010
Queue Manager Remote Desktop Engineer SW
EDS\HP NMCI
02.2007 - 09.2008
Field Services Customer Service Rep
EDS\HP NMCI
06.2003 - 02.2007
System Admin
EDS
10.2002 - 06.2003
Field Engineer and Helpdesk Support Engineer
EDS\CCC Network Systems Inc
03.2002 - 10.2002
No Degree - Accounting, Computer Science
Diable Valley College
- MCP, Microsoft Certified Professional
- Cybrary Introduction to IT & Cybersecurity
No Degree -
Silicon Valley College
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