Douglas Phan
Summary
Insightful Information Technology Manager with 30 years of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. Proven leader in directing operations, maintenance and support of complex systems. Develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in request for proposal development, technology needs assessments and staff training.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Sr. Information Technology Manager
Orange County Health Care Agency
01.2009 - Current
- Manage and supervise the Information Technology Network Services, Network Engineering, Systems Support, Software Development and Web Development departments
- The five departments contained a total of twenty people
- Oversee the planning, coordination, implementation and maintenance and support of the Health Care Agency's network which consists of 50 sites, 250 file servers and 3,200 users and contractors
- In charge of supporting three different Electronic Health Records (EHR) systems for the Health Care Agency, Cerner for Behavioral Health, Orange Connect for Public Health and TechCare for Correctional Health
- Assign, review, and participate in the analysis, design, development, testing, implementation and documentation of the agency's wide area network as well as enterprise information systems
- Ran two super points of dispensing (PODs) during the Covid-19 pandemic and ensure 500 iPads, printers and the Othena vaccination software worked for the 3,000 plus doctors, PAs and nurses to perform the jobs as frontline vaccinators
- Ensure staff adheres to established policies and procedures and make recommendations for changes and improvements when necessary; ensure staff maintains a professional working relationships with other county agency IT departments
- Responsible for the selection of information technology staff, provide staff training, counseling and discipline of employees in the four departments; establish staff schedules, identify resource needs to provide adequate Information Technology services
- Plan, manage, and control Information Technology department's budget and expenditures of the four departments
- Participate in the review, approval, and negotiation of Information Technology contracts for software and hardware maintenance; monitor vendor performance and ensure vendor compliance with contract terms and conditions
- Responsible for the development of security strategy, policies, procedures for the Agency's Network Services department
- Attend countywide Information Technology group meetings to stay abreast of new innovations and technologies.
- Established cost-saving measures and alleviated compliance risk through software license audits.
- Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
- Updated customers and senior leaders on progress and roadblocks.
- Demonstrated familiarity with latest hardware, software and networking technology.
- Guided organizational technology strategy and roadmaps.
- Developed and enforced IT policies to maintain compliance with regulatory standards while supporting business objectives.
- Actively led training, mentoring and continuous development for [Number]-person department.
- Established robust network architecture, resulting in improved connectivity and performance across all locations.
- Designed and led implementation of company-wide enterprise security strategy for network and hardware security, disaster recovery, data protection and information access across all major systems.
- Interviewed, hired and trained staff, leading performance reviews, and offering constructive feedback.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Managed teams of contractors and full time staff by coaching, mentoring and driving efficiency.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Evaluated emerging technologies for potential adoption, ensuring alignment with organizational goals and industry best practices.
- Coordinated with HR department to recruit highly skilled talent for open positions within the IT team.
- Managed large-scale IT projects, ensuring on-time completion within budget constraints.
- Provided strategic input during executive meetings, influencing decision-making on technology investments and resource allocation.
- Ensured seamless integration of new acquisitions into existing IT infrastructure, facilitating a smooth transition period for all parties involved.
- Oversaw development and implementation of improvements to support network operations.
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
- Managed vendor relationships, negotiating contracts for cost-effective services that met organizational requirements.
- Organized and detail-oriented with a strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
Information Systems Supervisor (ISS)
Orange County Health Care Agency
10.2006 - 01.2009
- Managed the Project Management Office, Systems Support, and Software Development departments
- The three departments contained a total of fifteen people
- Oversee the planning, coordination, implementation and maintenance of computer system purchases for use in Information Technology as well as the Agency's Programs
- Respond to and manage after hour outages, special operations, and disaster recovery events
- Plan, manage, and control Information Technology department's budget and expenditures
- Liaise with HCA Program managers to help align and provide direction on Information Technology projects that meet the goals and vision of the Agency
- Represent HCA Information Technology at the County Executive Office Data Center Strategic Planning, Enterprise Architecture, eGov, and Technology Architecture Group (TAG) workgroups
- Provide administrative oversight of Software Development, Project Management, and Systems Support in the implementation and maintenance of software applications developed by in house staff and Commercial-of-the-Shelf (COTS) software
- Negotiate, renew, and update contracts for hardware, software, and services for Information Technology and the Agency
- Administration of the Change Management Process and managed the Change Advisor Board (CAB) and (eCAB)
- Manage and plan new Information Technology and Architecture change initiatives
- Work with Executive Management to write business continuity and disaster recovery plans for the Agency.
- Facilitated effective communication between IT staff and end-users, ensuring prompt issue resolution and high levels of customer satisfaction.
- Managed life cycle replacement of hardware and software.
- Implemented robust disaster recovery plans, minimizing risk associated with unforeseen events or outages.
- Implemented and maintained technology and software budget.
- Improved system efficiency by implementing and managing new software solutions.
- Enhanced data security through the development of comprehensive information protection policies.
- Collaborated with cross-functional teams to develop integrated solutions that supported business objectives.
- Managed a diverse team of IT professionals, fostering collaboration and skill development.
- Negotiated favorable contracts with vendors, reducing costs while maintaining quality service levels.
- Evaluated emerging technologies to determine their potential for enhancing organizational capabilities.
- Spearheaded the successful migration of legacy systems onto modern platforms without loss of functionality or data.
- Promoted a culture of continuous improvement within the department, driving innovation and ongoing enhancements to existing systems.
- Championed IT best practices, leading to improved consistency in processes and outcomes.
- Coordinated software upgrades across the organization without disrupting daily operations or compromising data integrity.
- Established strong working relationships with key stakeholders, ensuring alignment on IT initiatives and goals.
- Conducted regular performance evaluations for team members, providing feedback and identifying growth opportunities.
- Skilled at working independently and collaboratively in a team environment.
- Learned and adapted quickly to new technology and software applications.
- Developed strong communication and organizational skills through working on group projects.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Exercised leadership capabilities by successfully motivating and inspiring others.
Manager, Help Desk/Call Center/Integration
Glory USA Inc.
01.2000 - 10.2006
- Managed the Call Center, Help Desk, and Integration departments
- The combined departments consisted of twenty people
- The groups provide software and hardware support for retail customers, casino customers, and banking customers
- Responsible for the employment, promotion, counseling, and discipline of employees in the three departments
- Worked independently with only general management direction and applied call center concepts, practices and procedures to lead the teams to ensure that customers are satisfied, and their needs are fulfilled
- Monitored department budgets and provided guidance to team on development, performance, and productivity issues
- Recommended changes to improve efficiency, effectiveness and reported on team accomplishments, achievements and productivity
- Acted as a customer advocate within the business
- Managed staff in the development of detailed Call Center and Helpdesk documentation including the use of flowcharts, spreadsheets, and diagrams
- Created the Call Center/Helpdesk manual to be used as a training tool and reference guide
- Maintained the Automatic Call Distribution “ACD” system
- The system takes incoming calls from customers via an 800 toll free number and distributes them to the Call Center
- On average 2,400 calls are being answered by the group each week
- Customized and maintain the Clientele helpdesk support software
- Clientele is used to track all inbound/outbound customer calls as well as software defects, enhancement request, and bug fixes
- Designed, managed, and distributed call reports to customers and management
- Maintain and add entries to the answer book “knowledge base” for Help Desk staff to use
- Answer book entries include common errors, screen shots, diagnostic methods and resolutions to customer problems
- Audited customers who have turnkey computer systems to ensure that the systems are properly maintained and used.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Controlled costs to keep business operating within budget and increase profits.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Established team priorities, maintained schedules and monitored performance.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Proved successful working within tight deadlines and a fast-paced environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
Manager, End User Computing (Helpdesk)
Epicor Software Corporation (fka Platinum Software Corporation)
05.1997 - 01.2000
- Managed the nine-member End User Computing group which supported 500 mobile users and 900 LAN base computer users
- Responsible for the employment, promotion, counseling, and discipline employees in the End User Computing group
- Maintain the company's local area network which consists of fifty local file servers and fifteen remote file servers
- Installed an additional twenty-eight file servers for in-house development use
- Maintain the contents of the IT section on the corporate Intranet for all computer users
- The site contained tips on computer usage and answers to commonly asked questions regarding various software applications used within the corporation
- Formulated and implemented a plan for disaster recovery for the corporate office as well as all satellite offices
- Implemented a Y2K audit of the Irvine corporate site
- Using Microsoft SMS, fixes, patches, and operating systems were remotely deployed onto eight hundred microcomputers
- Designed and implemented the LAN/WAN and cabling scheme for use within the new corporate offices.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Onboarded new employees with training and new hire documentation.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cross-trained existing employees to maximize team agility and performance.
Senior Network Administrator
Platinum Software Corporation
03.1994 - 05.1997
- Maintain the company's LAN, which consisted of six file servers running Novell NetWare 286, 386, and IBM OS/2 2.1
- Created and implemented a backup strategy using Cheyenne ArcServe to backup all file servers and executive laptops
- Designed, setup, installed and supported the Clarity Automated Fax Response System
- Maintain the company's Lotus Notes server and supported the Microsoft Exchange 4.0 mail server
- Evaluated software and hardware and made recommendations for their use within the entire organization
- Provided ongoing IT support for an installed user base of four hundred and fifty microcomputer users
- Trained the IT department's staff
- The training included proper hardware and software troubleshooting techniques and suggested resolutions to hardware and software malfunctions.
- Maximized system availability through development and testing of contingency plans.
- Maintained applications to keep software current with necessary software updates and upgrades.
- Assisted IT staff on troubleshooting issues and closing calls.
- Designed secure VPN solutions, enabling remote access for employees without compromising data integrity.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Supported project planning team to promptly address hardware and software problems and network emergencies.
- Managed computer operation scheduling, backup, storage and retrieval functions.
- Maintained network performance by performing network monitoring, analysis, and performance tuning.
- Maintained network hardware and software and monitored network to support network availability to end users.
- Developed technical documentation, providing clear guidelines for system configurations and troubleshooting procedures.
- Researched and recommended new technologies and strategies for improving system performance.
- Authored documentation for system configuration and troubleshooting.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
- Consulted with management to determine scope and priorities of projects and to discuss system capacity and equipment acquisitions.
- Led training sessions for junior staff members, fostering a strong team-oriented atmosphere conducive to professional development and knowledge-sharing practices.
- Consistently met project deadlines while adhering to budget constraints through effective resource allocation techniques.
- Conducted thorough research on emerging technologies, recommending strategic investments to support long-term business objectives.
- Monitored networks and network devices to resolve technical problems quickly.
- Designed and evaluated WAN and LAN connectivity technologies.
- Learned and adapted quickly to new technology and software applications.
Microcomputer Analyst II
Platinum Software Corporation
11.1992 - 02.1994
- Provided information technology support for four hundred in-house microcomputer users
- Designed, setup, and supported five training rooms
- Two of the training rooms are at the corporate site; the other three are at remote sites
- The training rooms are used to conduct external and internal training on various Platinum products
- Each training room consisted of two file servers and sixteen workstations
- Designed, setup, and maintained the company's trade show network for use at Spring Comdex Atlanta, Fall Comdex Las Vegas, Bottom Line Canada, PC Expo New York, Networks Expo Dallas, and DB Expo San Francisco
- Automated faxing procedures by installing four fax servers on three separate networks
- Implemented two shareable network CD ROMs capable of serving five hundred users
- Maintain the company's Microsoft Mail 3.2 electronic mail system
- The mail system consists of twenty-eight post offices worldwide and five hundred mailboxes.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Installed system updates to address vulnerabilities and reduce security issues.
- Developed custom software solutions tailored to specific organizational needs, resulting in significant time and cost savings.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Proven ability to develop and implement creative solutions to complex problems.
- Worked effectively in fast-paced environments.
LAN Manager/Senior Computer Analyst
Amplicon Financial, Inc.
04.1991 - 10.1992
- Supervised the microcomputer/network support group
- Maintained the company LAN, which consisted of three file servers running Novell NetWare 386
- Provided end user support for the local area network with an installed base of three hundred microcomputer users
- Investigated potential problems in the user community and developed solutions to them
- Maintained all LAN applications, backups, and software packages and performed evaluated of system efficiency
- Developed and instructed users on DOS and Windows applications, electronic mail, and the use of the network
- Evaluated hardware and software for use within the corporation
- Maintain the company's Lotus CC:Mail, electronic mail system and the Xiox call accounting system.
- Evaluated and recommended potential improvements in existing LAN infrastructure to senior management, resulting in better efficiency, performance, and costeffectiveness.
- Planned and implemented upgrades to system hardware and software.
- Streamlined network administration tasks through the creation of custom scripts and automation tools.
- Led server infrastructure development, quality assurance, staging and production systems.
- Developed and documented network policies, procedures and standards.
- Contributed to the success of organization-wide projects by providing expert advice on network requirements and capacity planning for new initiatives or expansions.
- Monitored networks and network devices to resolve technical problems quickly.
- Designed and implemented a comprehensive backup strategy to safeguard critical data from loss or corruption.
Education
Bachelor of Arts in Business Administration - Management Information Systems
California State University Fullerton
Fullerton, CA06.1991
Skills
- Cybersecurity best practices
- IT Procurement
- Project Leadership
- User Support
- Project lifecycle management
- Project Planning
- IT Infrastructure
- ITIL Framework
- IT infrastructure proficiency
- Change Management
- Enterprise Architecture
- Network Administration
Certification
- Certified Information Systems Security Professional (CISSP), ISC2, 03/2023
- Project Management Professional (PMP), Project Management Institute, 07/2023
- ITIL Version 3, Hewlett Packard Education Services, 01/2008
- Microsoft Certified Product Specialist, Tech Data
Timeline
Sr. Information Technology Manager
Orange County Health Care Agency
01.2009 - Current
Information Systems Supervisor (ISS)
Orange County Health Care Agency
10.2006 - 01.2009
Manager, Help Desk/Call Center/Integration
Glory USA Inc.
01.2000 - 10.2006
Manager, End User Computing (Helpdesk)
Epicor Software Corporation (fka Platinum Software Corporation)
05.1997 - 01.2000
Senior Network Administrator
Platinum Software Corporation
03.1994 - 05.1997
Microcomputer Analyst II
Platinum Software Corporation
11.1992 - 02.1994
LAN Manager/Senior Computer Analyst
Amplicon Financial, Inc.
04.1991 - 10.1992
Bachelor of Arts in Business Administration - Management Information Systems
California State University Fullerton