Steve Tran
Saskatoon,SK
Summary
Dedicated Technical Support Analyst provides instant and effective IT support for nearly 30 auto dealers over a variety of issues from computer hardware, software, phone systems to network, cybersecurity.
Overview
13
13
years of professional experience
Work History
Technical Support Analyst
FFUN Group
12.2022 - Current
- Providing exceptional end-user support for over 700 employees, resolving technical issues relating emails, software, hardware, network quickly to minimize disruptions.
- Managing the hybrid Microsoft Office 365 email system, maintaining the connection between the Local Active Directory and the Office 365; configuring and upgrading Mitel Business and IBC phone system; collaborating with the vendors to ensure the business operation run smoothly.
- Utilizing the Syncro MSP Software to track the response time, the priority of the tickets and to document the order and purchase of the hardware; creating and executing Scripts to solve issues from the back end, minimizing the interruptions for users and reducing the resolving time by 25 percent.
- Doing the site check, planning the necessary hardware, software and network solutions based on the different business demand between OEM and used car dealers.
- Enhancing security measures by deploying and enforcing the Multi-Factor Authenticator for emails and user logins on business application; installing the VPN software, maintaining the VPN connection for work-from-home users; raising the cybersecurity awareness among employees by conducting internal trainings.
- Researching the Office 365 applications and deploying Teams, cloud-based Share points and OneDrive in working process of employees, improving employees' workload and business profit.
Programmer Analyst
Avatar Offshore Center
05.2011 - 07.2019
- Deploying Application Server, Media Server and Collaboration Server in Avaya Scopia Solution which provides Video and Web Collaboration Conference Meeting.
- Executing test cases, identifying the defect and failure of the VoIP calls, collecting logs and evidence of the call flows using SIP log trace, verifying the software requirements.
- Diagnosing and troubleshooting software issues, network problems (firewalls, session border controller) or users’ misconfigurations by analyzing the call flow.
- Performing back-up, restoration and upgrade firmware for software and server systems.
Education
Diploma - Aircraft Maintenance Engineering
Saskatchewan Indian Institute of Technologies
05.2022
Internal CompTIA Training
2018
Internal CCNA Training
2016
Bachelor of Science - Network And Telecommunications Engineering Technology
Ton Duc Thang University
05.2011
Skills
- Windows and Linux Systems Installation, Configuration, and Upgrading
- Network, hardware and network troubleshooting
- Server maintenance, Disaster recovery
Timeline
Technical Support Analyst
FFUN Group
12.2022 - Current
Programmer Analyst
Avatar Offshore Center
05.2011 - 07.2019
Diploma - Aircraft Maintenance Engineering
Saskatchewan Indian Institute of Technologies
Internal CompTIA Training
Internal CCNA Training
Bachelor of Science - Network And Telecommunications Engineering Technology
Ton Duc Thang University
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