Tram Kiev Tran
Plano,TX
Summary
Eight year experience in Network performance and Technical training. Proven experience in network/hardware/operating system troubleshooting, hardware integration and maintaining LAN. Experience of installing, configuring, and navigating Windows 95/98/NT4.0/ME/2000/XP/2003/2008/2010 and Novell NetWare 4.11/5.0/6.5 Experience of install, configure, troubleshoot, maintain, upgrade, and repair Desktop/Laptop/Network hardware and peripherals Fast learner and willing to learn new technologies Strong customer service and troubleshooting skills Ability to meet deadlines with budget. Productive self-starter with strong work ethic and well teamwork-oriented
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Support Analyst
Charles Schwab
Nebraska
07.2022 - Current
- Using Runbooks in Confluence to validate the projects in UAT and Production environments
- Provide support to UAT and Production environments
- Working directly with Vendors for 1st tier support
- Responsible to create and tracking support tickets using ServiceNow and JIRA
- Working with Engineer team to validate bug fixes
- Coordinate with vendors for bug fixes validations.
Network Operation Center QA Specialist
Randstard Technologies
Frisco
07.2019 - 06.2022
- Responsible for validation software projects in QA environments
- Writing testing documents against the provided project requirements
- Writing Test scripts against SOAP/REST API Web services using Postman and NewMan
- Create Test projects using Selenium Web Driver to test multiple UI applications
- Execute Test documents with recorded test result
- Create bug tracking ticket in ServiceNow/JIRA
- Working with vendors for support request intake and triaging.
Data Center Analyst
Black Box Network Services
Plano, TX
01.2010 - 06.2018
- Bank of America Global Technology and Operations (April 2015-June 2018)
- Provide hardware break-fix services on network infrastructure for data, voice, internet and security services
- Perform testing to ensure all systems are operational throughout the Data Center environment
- Act as an interface between customer associates, management teams and data engineering teams
- Perform system implementation and changes by adhering to change control processes and defined service levels
- Document incident inquiries while developing and reviewing problem content for knowledge base
- Supported disaster recovery tests
- Provided consulting services during projects to Project Managers (PM's), Centralized Network Operations Center (CNOC) and TSIG personnel as requested
- Interfaced daily with Bank of America employees and managed external vendors to ensure successful management of Data Center Operations
- Bank of America Merrill Lynch Account
- (Jan 2010 - April 2015)
- Establish responsibilities and capabilities to resolve incidents, mitigate problems as quickly as possible and drive activities relating to resolving issues
- Drive all global incidents to resolve while utilizing command and control methodology
- Facilitate and manage incidents at all severity levels
- Reduce incident life cycle time on incidents that bear impact on operations and loss of service level
- Serve as a liaison between technical, customer and executive leadership on incident conference bridges
- Ensure all incidents and actions are accurately documented within ticketing systems: (Remedy ITSM, Service Center, Service Now, Peregrine and Maximo)
- Schedule and facilitate reconvene meetings planned changes and incident reviews to improve and ensure accuracy
- Identify process improvement studies for post incident actions and quality issues with problem management teams
- Analyze requirements to improve existing processes.
Education
Bachelor of Business Management, Finance and Management Information System
University Of Massachusetts (UMASS)
Lowell, MA06.2005
Skills
Hardware/platforms:
- PCs & compatible
- LAN/WAN
- Cisco Catalysts/Switches and Routers
Operating Systems
- Windows 95/98/NT/2000/XP/2003/2007/2008/2010
- DOS
- AS400
- Unix
- Linux
Software Applications
- SQL Server 70/2000
- Web Multimedia Design
- Dream weaver
- MS FrontPage and Netscape
- Excel
- Excel Macro
- Visual Basic
- Macromedia
- Photoshop
- MS Publisher
- MS Access
- Internet Explorer
- Firefox
- Chrome
- ServiceNow
- SolarWinds
- Rack and Stack
Certification
CCNA certified 2019
Timeline
Service Support Analyst
Charles Schwab
07.2022 - Current
Network Operation Center QA Specialist
Randstard Technologies
07.2019 - 06.2022
Data Center Analyst
Black Box Network Services
01.2010 - 06.2018
Bachelor of Business Management, Finance and Management Information System
University Of Massachusetts (UMASS)
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