Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
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TRI PHAM

Anaheim,USA

Summary

Accomplished Sr Engr Spec-Tech Support at Verizon, adept in LAN/WAN Networking and leading cross-functional teams to enhance digital solutions and support strategies. Proven track record in driving process improvements, resolving system defects, and advancing technical skills across territories. Excelled in integrating systems and managing complex projects, demonstrating exceptional analytical and leadership capabilities.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Sr Engr Spec-Tech Support

Verizon
Irvine, CA
01.2009 - Current
  • Technical Retail Channel Lead for Pacific Market
  • Performing technical administration and analysis duties in support of various network and hardware/software operation management activities
  • Work closely with POS, P&E and ITNUC to understand strategic product roadmaps and provide front line feedback and impact
  • Designing our end-to-end digital solution and support strategy, leading teams and managing vendor relationships
  • Monitoring retail analytics, identifying inconsistencies and developing process improvements
  • Finding root causes of system defects and resolving them permanently or with creative workarounds
  • Inspecting and validating experiences, ensuring existing tools and technologies are performing as expected
  • Integrating new and existing systems or processes, including hardware and software
  • Identifying and documenting defects as they are identified, and partnering with appropriate team members to drive expedient resolution
  • Identifying opportunities and/or gaps and solutions to resolve through collaboration
  • Driving communication to key stakeholders for awareness, understanding and support to ensure you are advocating for the most impactful enhancements
  • Managing complex projects and building presentations that are presented to stakeholders
  • Maintain expert knowledge about the retail environment; identifying gaps, process improvements and promote self-help tools
  • Provide support during outages, alerts and system impacting issues
  • Completes technical tasks on time including analysis, troubleshooting, implementation, testing, development, monitoring, maintenance, production support and documentation
  • Oversee projects and pilots in the Market and Enterprise
  • Train territory and local techs to improve their skills

I.T Support Lead

Synova –Kaiser Permanente
Pasadena, CA
08.2005 - 10.2007
  • Supervised and trained all business consultants to perform workstations, printers, deployment, configured, diagnostic and operational
  • Managed the daily operation of the SCAL I.T Tech support Go-Live
  • Understand the Epic relationship of back-end print queues, front-end device table and master files
  • Tested and validated the system configuration including creating test scripts and document findings reports
  • Established track and managed project expectations as related to critical path for application deployment
  • Provide timely communication (verbal and written) to leadership, project teams and business clients as appropriate
  • Available and approachable as ad hoc user support/training and/or application resource during Go-live and present at client locations providing elbow to elbow support
  • Provide application and system demonstrations and in-service to end-user and project team

Technician Supervisor

Fry’s Electronic
Fountain Valley, CA
05.2002 - 06.2005
  • Supervised and trained all service repair technicians
  • Recommends measures to improve process employee performance, and quality of service provided to the customer
  • Managed the daily operations of the IT/service repair department
  • Advance troubleshoots systems configurations, software applications, and associated peripheral hardware
  • Participates in interviewing process and hiring recommendations to ensure appropriate staffing
  • Independently performed diagnoses, repairs, installs, maintains, and modifies computer hardware
  • Configured all workstations and maintain network connectivity
  • Maintain, build and repair all P.O.S system
  • Upgraded network hardware and software components as required
  • Establishes network users, user environment, directories, and security for networks being installing
  • Troubleshoot hardware and software conflicts
  • Laptop and MAC repair
  • Expertise in key protocols such as TCIP/IP, DHCP, DNS, WINS, SMTP, POP3 and Novel Netware
  • Provides phone-based or direct “desk side” support for computer/network systems as required

Education

Network Specialist -

Southern California International College

General Education -

Cypress College

Skills

  • Microsoft Windows
  • Operating Systems
  • LDAP
  • LAN/WAN Networking
  • Wireshark
  • Citrix Metaframe
  • MS Outlook
  • Remedy
  • At Your Service
  • Office equipment
  • Printers
  • Scanners
  • Cisco
  • Netgear equipment

Certification

  • A+ Certification
  • MCP Windows 2000 Pro Certification
  • MCP Windows 2000 Server
  • MCP Active Directory
  • Kaiser Health Connect

Accomplishments

  • Received President's Award for exceptional performance

Timeline

Sr Engr Spec-Tech Support

Verizon
01.2009 - Current

I.T Support Lead

Synova –Kaiser Permanente
08.2005 - 10.2007

Technician Supervisor

Fry’s Electronic
05.2002 - 06.2005

Network Specialist -

Southern California International College

General Education -

Cypress College

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