Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Interests
Work Availability
Timeline
Generic

Chuong (Daniel) Phan

Frisco,TX

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

24
24
years of professional experience
2
2
Certifications
2
2
Language

Work History

HCL IT Specialist

Wells Fargo
Frisco, United States
03.2022 - Current
  • 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 cloud-based environments
  • Acts as a primary interface with customers’ IT departments
  • 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
Carrolton, United States
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 analyzed 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 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 fulfillment process.

Manager

Karina Jett Realtor
Las Vegas, United States
06.2020 - 12.2020
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Accomplished multiple tasks within established timeframes.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

Operation Manager

Ichiba Sushi Restaurant
Ho Chi Minh City
11.2013 - 12.2019
  • Setup and maintained network infrastructure for all three Ichiba Sushi locations
  • Setup POS System for all restaurants locations, adding all users and workstations
  • Trained and supported Managers and staff on POS system functionality
  • Social Media support for all three restaurants on platforms such as Google, Facebook, Foody, Instagram
  • Advertising, customer service and satisfaction
  • 4
  • Supported restaurant online booking, delivery engine and integration with delivery services using Grab, Uber, Now, BE, Vietnammm
  • Ichiba Sushi became the #1 Restaurant on Tripadvisor within the first 6 months of operations
  • Ichiba Sushi from 2014 through 2019 was awarded as one of TripAdvisor's top Restaurant designation Award on a yearly basis.

HP Sr. Certification Engineer

HEWLETT PACKARD, EDS
Singapore
09.2008 - 10.2010


  • 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., Using Remedy ticket database, distributed incident tickets among 12 Field Service Technicians
  • Worked closely with Site Manager, Customer Service Liaison, and USMC\US Navy Customer Technical Representatives to coordinate and manage all escalated issues and customer requests
  • Primary escalation point for VIP and Mission Critical issues for the Miramar Site Group providing 24 hour support
  • Liaised with clients during pre-sales work and throughout active campaigns.
  • Developed and implemented quality link-building strategies.
  • Trained and mentored junior developers and engineers, teaching skills in [Area of expertise] and working to improve overall team performance.
  • Worked with project managers, developers, quality assurance and customers to resolve technical issues.
  • Led software development initiative as subject matter expert and primary point-of-contact for project management staff.
  • Checked client code for bugs and weaknesses using approved troubleshooting methods.
  • Practiced and encouraged respectful and transparent communication in interactions.
  • Promoted technical leadership to entry-level and junior engineers in complex enterprise system environment.
  • Provided technical support using knowledge of complex technology to solve problems and support new projects.
  • Captured specifications, testing methods and other information for [Type] project into technical manuals.

Queue Manager Remote Desktop Engineer South West

NMCI Project
San Diego, California
02.2007 - 09.2008
  • Using Remedy database ticketing process to prioritize and distribute incident tickets among 35+ RDM Technical Engineers
  • Responsible for workflow management of Remedy System tickets
  • 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
  • Extremely important to get the open ticket to the correct team in order to address and fix any open issues.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Managed and motivated employees to be productive and engaged in work.

Field Services Customer Service Representative

MCAS Miramar NMCI Support
San Diego, California
08.2006 - 02.2007
  • For the EDS\NMCI project at both Miramar and RDSD in San Diego
  • Provided administrative technical support for Navy and Marine Corps customers
  • Troubleshoot and resolve issues with network, workstations, software, hardware, email, RAS connections and computer accessories
  • Installed and removed software and hardware
  • Worked within a Windows 2000 and XP environment.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Managed timely and effective replacement of damaged or missing products.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.

USMC Site Lead Recruit Depot San Diego

HP
San Diego, California
01.2005 - 07.2006
  • Worked closely with Recruit Depot’s 3 Customer Technical Representatives providing IT support for military and civilian personnel
  • Coordinated, supported, and managed the day to day operations to over 1,100 seats at RDSD
  • Worked, distributed and managed a team of 3 NMCI Field Services Technicians
  • Coordinated with Harris IT and Tel Tech to support and maintain all of the Recruit Depot’s network expansion
  • Followed protocols and procedures to perform tasks quickly and minimize mistakes.
  • Provided informative briefings to update superiors on current situations and responsibilities.
  • Resolved issues between employees and customers using company policies.
  • Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets.
  • Evaluated team member strengths and assigned tasks based upon expertise and background.
  • Prioritized and delegated workload based on available materials.
  • Trained new team members on site policies and procedures.

Base Operations\Customer Service Representative

HEWLETT PACKARD, EDS
San Diego, CA
06.2003 - 01.2005
  • Employed as a Field Services Customer Service Representative for the EDS\NMCI project at both Miramar and RDSD in San Diego.
  • Provided administrative technical support for Navy and Marine Corps customers.
  • Troubleshoot and resolve issues with network, workstations, software, hardware, email, RAS connections and computer accessories.
  • Installed and removed software and hardware. Worked within a Windows 2000 and XP
  • Responded to customer requests for products, services, and company information.
  • Provided primary customer support to internal and external customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

System Administrator

HEWLETT PACKARD, EDS, PERKINELMER OPTOELECTRONICS
SANTA CLARA, California
10.2002 - 06.2003
  • As an EDS employee, worked as an IT System Administrator contractor for PerkinElmer
  • Provide administrative technical support
  • 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 and resolve all tickets at both locations.
  • Established network specifications and analyzed workflow, access, information and security requirements.
  • Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
  • Worked with users to determine areas of technology in need of improved usability.
  • Managed onboarding and offboarding of employees.
  • Orchestrated integration and communication of software upgrades.
  • Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
  • Mentored employees and offered constructive feedback for performance improvement.
  • Spearheaded inventory control measures to replenish and maintain IT equipment.
  • Detailed upcoming software upgrades and system sprints to team members.

Independent

HEWLETT PACKARD, EDS, CCC NETWORK SYSTEMS, INC
SAN JOSE, California
03.2002 - 10.2002
  • IT contractor for Jett Real Estate Team
  • Supported offices and homes for multiple workstations and end users
  • Upgraded all workstations from previous Windows versions to Windows 10
  • Migrate all users data, install all necessary apps, Realtor apps such as Marketleader, Keller Williams command, MLS database, Zillow, Realtor.com, First2Contact, StreetText, etc.Setup local and network printers for all users and workstations.(HP, Lenovo, Dell, Google Pixelbooks, Apple MacBooks, and Chromebooks.), Managed and setup an enterprise-level KVM (Keyboard, Video, Mouse) switches and remote access technology (integrating with NT 4.0/Windows 2000 and SQL 7.0/2000) at various enterprise data centers, web hosting facilities, and network operation centers ranging from small (64 servers x 32 users) to large scale implementation (1000 plus servers x 128 users).

Field Engineer and as a Help Desk Support Engineer

CCC Network Systems
San Jose, CA
06.1999 - 03.2002
  • 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.
  • Interacted 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 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 - Information Technology

Silicon Valley College
San Jose, CA
05.2001 -

No Degree -

Diablo Valley College
Pleasant Hill, CA
05.2001 -

Skills

Hardware and software installation

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Certification

MCP, Microsoft Certified Professional

Accomplishments

  • Open a Japanese American Fusion Sushi Restaurant in Ho Chi Minh City which became the # 1 Ho Chi Minh City restaurant in 8 months.
  • Improved online restaurant reviews by successfully handling customer complaints, implementing monthly staff training and refining lunch and dinner menus.
  • Supervised team of 50+ staff members.


Interests

Love Food, Restaurant, Cooking, Coffee Also never lost the love for IT field and the challenges that comes with it Technology and the continuous advancement

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

HCL IT Specialist

Wells Fargo
03.2022 - Current

FC Associate

Amazon
09.2021 - 02.2022

Manager

Karina Jett Realtor
06.2020 - 12.2020

Operation Manager

Ichiba Sushi Restaurant
11.2013 - 12.2019

HP Sr. Certification Engineer

HEWLETT PACKARD, EDS
09.2008 - 10.2010

Queue Manager Remote Desktop Engineer South West

NMCI Project
02.2007 - 09.2008

Field Services Customer Service Representative

MCAS Miramar NMCI Support
08.2006 - 02.2007

USMC Site Lead Recruit Depot San Diego

HP
01.2005 - 07.2006

Base Operations\Customer Service Representative

HEWLETT PACKARD, EDS
06.2003 - 01.2005

System Administrator

HEWLETT PACKARD, EDS, PERKINELMER OPTOELECTRONICS
10.2002 - 06.2003

Independent

HEWLETT PACKARD, EDS, CCC NETWORK SYSTEMS, INC
03.2002 - 10.2002

No Degree - Information Technology

Silicon Valley College
05.2001 -

No Degree -

Diablo Valley College
05.2001 -

Field Engineer and as a Help Desk Support Engineer

CCC Network Systems
06.1999 - 03.2002

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Chuong (Daniel) Phan