Lily Tran
San Jose,CA
Summary
Customer-Centered IT Professional experienced in technology and customer relations. Resolved technical issues and enhanced user satisfaction through effective troubleshooting and problem-solving skills. Collaborated with teams to achieve results and adapt to evolving needs while delivering strong communication and technical expertise.
Overview
23
23
years of professional experience
Work History
Cybersecurity Support Engineer (Firewall/Spam)
Barracuda Networks
Campbell, CA
09.2019 - Current
- Interfaced with high volume of external customers to resolve product issues efficiently
- Documented, escalated, and tracked product bugs and issues to ensure timely resolutions
- Coordinate with vendors to resolve product-specific issues, acting as primary point of contact for warranty and repair processes.
- Troubleshot complex network issues to ensure optimal customer satisfaction.
- Work with business partners to balance requirements, security and risk reduction.
- Streamline security processes, optimizing system configurations for efficient threat monitoring and mitigation.
- Serve as a subject matter expert and resource for both technical and non-technical staff on issues related to cybersecurity best practices, incident response and data protection requirements.
- Enhance network security by implementing advanced threat detection and prevention systems.
IT Service Desk Specialist
BayCare
Clearwater, FL
02.2008 - 04.2009
- Trained medical staff members on clinical applications (Cerner, HBO, PACS, etc.)
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Tested new software and hardware prior to deployment.
- Offered assistance in implementing and developing training programs.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
Desktop Support Specialist
Tech Data Corp
Clearwater, FL
01.2004 - 04.2009
- Diagnosed and repaired internal technical issues using relevant documentation and resources, ensuring minimal disruption to operations
- Delivered onsite training to business users, enhancing their technical skills and maximizing productivity
- Researched and implemented techniques to independently diagnose technical issues, improving resolution times for unknown causes
- Research techniques independently to diagnose technical issues from unknown causes
- Managed inventory of IT equipment to ensure necessary tools were available when needed.
- Conducted thorough root cause analysis on recurring technical problems to identify long-term solutions.
- Assisted in the migration of legacy systems to newer technology platforms, minimizing disruptions during the transition period.
Hardware/Software Refresh Technician
Apex Staffing
Mountain View, CA
05.2003 - 11.2008
- Partook in a major hardware/software rollout project (2,000 systems) at NASA Ames Research Center
- Performed hardware and software upgrades including troubleshooting of related equipment
- Created image of OS and deployed from legacy systems to new systems
- Performed users’ data migration and installed standard software applications onto new image
- Installed, configured and updated clients’ workstations and applications
- Interacted with engineers to develop fixes for data migration software issues
- Deployed/installed new systems to clients’ specific location
- Provided hardware/software/network support with new systems
Education
Associate of Science - Information Systems
Louisiana State University
Baton Rouge, LA2000
CompTIA A+ - Information Technology
Institute of Business And Technology
Santa Clara, CA2002
CompTIA Network+ - IT Network Security
Horizons Computer Learning Center
Tampa, FL2007
Skills
- Technical troubleshooting
- Root-cause analysis
- Backup and recovery
- Network troubleshooting
- Incident response
- Security awareness
- Virtual private networks
- Remote access
- Cloud support
- User support
- Threat mitigation
- Firewall management
Timeline
Cybersecurity Support Engineer (Firewall/Spam)
Barracuda Networks
09.2019 - Current
IT Service Desk Specialist
BayCare
02.2008 - 04.2009
Desktop Support Specialist
Tech Data Corp
01.2004 - 04.2009
Hardware/Software Refresh Technician
Apex Staffing
05.2003 - 11.2008
Associate of Science - Information Systems
Louisiana State University
CompTIA A+ - Information Technology
Institute of Business And Technology
CompTIA Network+ - IT Network Security
Horizons Computer Learning Center