Summary
Overview
Work History
Education
Accomplishments
Additional Information
Interests
Timeline
Generic

Erik Nguyen

San Jose,CA

Summary

Dynamic, detail-oriented individual with strong experienced Technical support skilled understanding needs of colleague. Pursuing a role that presents professional challenges and leverages interpersonal skills, and problem-solving. Ready to contribute to team success and further learning and growth.

Overview

29
29
years of professional experience

Work History

IT Services Support Specialist

VMware
02.2005 - 06.2024
  • Provide L2 support for users and escalation support for IT team members.
  • Using Helpnow, ServiceNow ticketing systems to manage and process support actions and requests. Log, track, and follow up to ensure solutions and satisfaction.
  • Worked with other IT departments to analyze and identify areas for improvement, enhancements, like WiFi experience, Print Server.
  • Backup Admin, Data recovery, MozyPro.
  • Assist in diagnosing and resolving connectivity issues, including LAN, WAN and VPN.
  • Assisted in evaluation Desktop, Laptop, and peripherals, provide testing results using PCMarks, for performance and compatibilities prior to company standardization.
  • Evaluated Laptop, peripherals etc and provide testing results using PCMarks, Heat issue for performance and compatibilities with existing prior to company standardization.
  • Installed and configured network printers, cisco switch and other peripheral devices.
  • Mobile device management IOS, Android using MDM tools like VMware Air Watch.
  • Support remote IT teams, as needed.

System Administrator

Mentor Graphics, ESD
06.1998 - 01.2005
  • Data Center Cables Patches , Rackmount server install, PDU, etc.
  • Worked with other IT departments to determine areas of technology in need of improved usability.
  • Maintenance small R&D lab, Server deploy, network devices, configuration, Maintenance. Monitored system performance to identify potential issues utilize Nagois.
  • Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
  • Researched and recommended new technologies and strategies for improving system performance.
  • Other responsibilities include but not limit to Diagnosis and troubleshooting of IT users issues.

IT Support Analysis

Robert Half Technology - Support Adobe Corp
04.1997 - 05.1998
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Management tickets related to desktop, peripherals, AV issues in Adobe HQ.
  • Installed Windows OS, Applications configuratation and troubleshoot network connections.



Product Support Technician

IPC Systems
07.1995 - 04.1997
  • In this role wear multiple hat provide company hardware product support, RMA, Driver testing for external customer. Also act an main desktop support services, including troubleshooting and resolving issues with desktop hardware and software, maintaining network connectivity, managing local printing, and installing, configuring.
  • Installed and configured operating systems and applications.
  • Diagnosed and troubleshot hardware, software and network connection issues.
  • Developed and implemented preventive maintenance procedures.
  • Create Users Accounts, deploy system.

Education

GED -

Pioneer High School
San Jose, CA

No Degree -

Online And In-Class Training

Accomplishments

  • Provides coaching/mentoring to team members
  • Lead and develop new initiatives for endpoints to improve employee experience and productivity.
  • Recipient of individual and departmental awards for providing stellar client service.
  • Participated in various incentive programs, like Applications, Tools, Company hardware Standard Eva/Testing.
  • Provide the first VMware online backup solution Desktop/Laptop. Working with Legal team to Identify, Developed and implemented Mozypro backup solutions.
  • Collaborated with network team member in the evaluation solution for better wifi experienced. Utilize tools like, Aruba Monitor, Wireshark, TCP/IP PC, Mac OSX Command line.
  • Have extensive experience OS roll out, install, upgrade from Windows 3.11 through Windows 10, Mac OSX, linux diff flavor using Kickstart.


Additional Information

  • System installation/Deploy and Maintenance.
  • OS images creation, Deploy, upgrade.
  • Experience with desktop and server OS including Windows OS, Mac OSX, Linux, Redhat, Ubuntu, OS Image, deploy, upgrade, Performance optimization.
  • Knowledge applications, Office365, Google Suite OS, hardware, and network-related issues. Office365, Google Suite.
  • Azure AD, Active Directory, DNS, DHCP, SSL.
  • Knowledge of Enterprise SSO Authenticator like Okta, RSA, Secure Auth, Microsoft Entra, Ldap, MFA factor.
  • Knowledge of internet security/connectivity and Data Centers and Network Devices.
  • Experience of apps, Office365, sharepoint, slack, Microsoft Teams, Google Workspace, Zoom.
  • VMware Virtualization Technologies VSphere, VCenter,VDI, VMware workstation, VMware Fusion.
  • Manage users accounts attribute, Home directory quota, permissions, and access rights in Active Directory.
  • Security management, carbon black.
  • Detail-oriented, exceptional customer service with an friendly and approachable. Prioritize what needs to be done efficiently.



Interests

  • Networking, Computer Hardware, Woodworking, Aquatic Life, Reptile keeping


Timeline

IT Services Support Specialist

VMware
02.2005 - 06.2024

System Administrator

Mentor Graphics, ESD
06.1998 - 01.2005

IT Support Analysis

Robert Half Technology - Support Adobe Corp
04.1997 - 05.1998

Product Support Technician

IPC Systems
07.1995 - 04.1997

GED -

Pioneer High School

No Degree -

Online And In-Class Training

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Erik Nguyen