Anthony Tuan Le                                                       ­­­­­­­­­­­­­­­­­­­­­­­­­­­­                                                                                                                                              

14405 Rio Bonito, Houston TX, 77083                                                                                           

Phone: 832-941-2013 cell

Anthony.tuanle@yahoo.com

 

Objective                                                         

Seeking to maintain a commitment within a growth oriented business where my skills, education, and employment experience will play an important role in contributing towards future success.

·               Cisco Certified Network Associate                            (CCNA)

·               Microsoft Certified Network Administrator               (MCSA 2000)

·               Microsoft Certified Professional                               (MCP)             

·               A Plus Certified Service Technician                         (A+)                                         

·               Certificate, Computer Networking                            (NT)

Education & Training

 

·               International American University (Bachelor of Science in Information Technology – BSIT)

·               Coast Line College, Current  (Cisco Academy)                                                    

·               California Learning Center    (CLC)

·               United Education Institute     (UEI)

·               Proficient with Microsoft Windows 2000, XP, NT 4.0, 95/98/ME, DOS and Cisco IOS in regard to design, installation, configuration, administration and troubleshooting.

·               Able to troubleshoot various network issues including connectivity issues, printing, configuration errors, boot failures, resource access issues, and laptops...

·               Proficient with routers, switches, bridges, hubs, SCSI hard drives, UPS, tape backup, mirroring, striping with parity, RAS, RAID, VPN, IPSEC, full duplex, redundant power supplies.

·               Including connectivity issues, printing, configuration errors, boot failures, RAS problems, resource access issues, and laptops... Proficient with various network applications, services and protocols including FTP, TFTP, Telnet, HTTP, DNS, DHCP, WINS, TCP, IP, IPX, SPX, ICMP, SMTP, RIP, OSP, IGRP, EIGRP, BGP, ARP, RARP, PPTP, L2TP, IPSEC, MPLS BGP few.

Enterprise Products – Houston TX (Noc Specialist)                                                                    Nov 2012- Current                        

·               Work a flexible schedule (days, nights, weekends and holidays) to support 24x7 NOC

·               First line support for Pipeline Operations Control desk issues related to phone systems, SCADA servers/systems, remote SCADA devices and network supported infrastructure.

·               Manage Support Center ticket escalations concerning  server administration, network infrastructure, Pipeline Control Desk and IT applications issues

·               Use and maintain Network management tools (HP-SIM, Cisco Works, SiteScan, Citech, SolarWinds, SCOM etc..) to monitor and maintain all IT network infrastructure hardware and software

·               Monitor, debug and resolve tier II Cisco infrastructure issues (Routing, network hardware/software failure, configuration, WAN outages, Firewalls, performance issues).

·               Maintain and support configuration management of Cisco infrastructure

·               Monitor, manage and resolve all data network circuits (DS3, T-1, DS0’s, DSL, Frame-Relay, VPN, VSAT, cellular, radio links, etc..) outages, wan utilization and packet errors.

·               Monitor, debug and resolve all tier II Windows 2008 & 2012 server environment  based on IT standards and application/business requirements.

·               Support and maintain critical SCADA network and Domain infrastructure environment

·               Debug network and application issues with Sniffer tool to identify and resolve tier 3 issues

·               Follow strict IT Security policies.

 

 

Shell Oil - Houston TX (Noc Engineer)                                                                           Sept 2009 – Feb 2012

 

·               Responsible for monitoring the Global Infrastructure Operations, troubleshooting network problems, implementing changes, communicating and working closely with vendors and customers.  Examples of some of the critical links that needs to be up 24-7 - Visa, Mastercard, Debit, Amex, Citi, Kroger, TCH and Moneris

·               Problem ticket creation, processing and queue management (Service Center ticketing System). Take telephone calls from customers, track with a trouble ticketing system; troubleshoot Level 1 and 2 problems. Work with carriers and vendors to troubleshoot and resolve issues

·               React to outage events and/or impairments by contacting the appropriate individuals, teams, and organizations in a timely manner to ensure efficient resolution and to minimize customer impact

·               Attend or host conference bridges and monitor maintenance progress; escalate if change window is exceeded or back out is imminent

·               Technical chat, technical call or bridge management and facilitation. Complete tasks required maintaining service levels and availability of all site features and functions. Ability to communicate with both technical and non technical customers and vendors

·               Monitoring software used to monitor network - Prognosis, Loggers, HP Open View, Wug and Shadow Send closure notifications and update change tickets

·               Make decisions and judgments based on standard protocol. Demonstrate the ability to determine when to escalate issues based on service level agreements or severity level

·               Initiate and host conference bridges sometimes with numerous events occurring simultaneously as needed. For critical issues, set up conference calls with all appropriate department representatives and vendors; see issues through to resolution

·               Manage partial backup and full backup for our Tandem Servers. Made sure that database back up for whole network is available and in safe place.

·               Ran daily reports to ensure network is up and coordinating all network maintenance

·               Work remotely with HP and IBM field techs to replace malfunctioning equipments and parts in our Dallas or Houston Data Centers.

 

Maintech - Orange CA (Noc Technician)                                                                              Sept 2008 – Jan 2009

 

·               Monitoring tools used, HP Openview, Monitor the system components and respond to alarms and traps. Determine the severity of an incident and depending on the circumstances take immediate action to restore service or re-establish fault tolerance.

·               Answer phone calls from the customer and designated personnel,

·               Join a customer originated bridge when one is setup by the customer. Notify the customer designated contact point of the incident and current status. Request involvement of the customer second and third tier support organization when appropriate.

·               Set up a bridge for Maintech coordination when severity or impact warrants. Serve as the focal point for status information on the progress of the resolution effort. Convey status information to the customer designated personnel on a designated schedule.

·               Proactively work to refine documentation of systems/network, troubleshooting guides, policies, and procedures, promptly addressing all emails sent to the noc.

·               Make decisions and judgments based on standard protocol. Demonstrate the ability to determine when to escalate issues based on service level agreements or severity level.

·               Work with the Network Operations team and Engineers to ensure maximum uptime of the system.

·               Follow appropriate processes as documented and keep accurate, detailed and timely records of troubleshooting processes

·               Troubleshoot production and corporate infrastructures—Level I & II (Altiris ticketing system)

·               Communication skills along with the ability to multitask in order to facilitate the resolution of multiple incidents at any given time with the vision to automate in order to better scale and streamline process.

·               Proven crisis management leadership ability working with cross functional teams and executive management

 

Myspace - Beverly Hills, CA (Noc Engineer)                                                                           Feb 2008 – Aug 2008

 

·               Perform first-tier troubleshooting using tools and utilities to resolve system/network    performance and related system/network issues Coordinate and implement network software and hardware upgrades with the Network Operations and Development teams. Imaging servers remotely, sync-code to servers. Making sure necessary services are running.

·               Install operating system software, patches, and upgrades.

·               Proactively work to refine documentation of systems/network, troubleshooting guides, policies, and procedures, promptly addressing all emails sent to the noc.

·               Work with the Network Operations team and Application Support Engineers to ensure maximum uptime of the system.

·               Monitor over 6,000 servers using these monitoring tools (Db Ping,Nagios,Viewspace Perf Collectors, Gomez, Solar Winds)

·               Troubleshoot production and corporate infrastructures—Level I & II (Altiris ticketing system)

·               VPN configuration

·               Working with Load Balancer (Netscaler)

·               Communication skills along with the ability to multitask in order to facilitate the resolution of multiple incidents at any given time with the vision to automate in order to better scale and streamline process.

·               Proven crisis management leadership ability working with cross functional teams and executive management

·               Trouble shooting Database problems, ranging from replication issues, High Cpu, running updates, checking applications event id’s, rebooting

·               Using Ilo to reboot devices remotely

 

MegaPath - Costa Mesa, CA (Senior Noc Engineer)                                                              May 2003 – Feb 2008

 

·               Senior Network Operations Engineer aiding in Training of new employees and work as an escalation path for these individuals. I trouble shoot the followings on a daily basis    WAN, LAN, Dial up,  DSL, Cable, T-1, satellite, DS-3, OCx , Routers, Swtiches, Firewalls, VPN , Email, DNS, VPN, BGP, MPLS, IPSEC, VRF. I’ve work with all carriers in resolving connections problems from  Covad, SBC, AT&T, Verizon, Sprint (Embarq), New Edge, Airlink Wireless, Hughs, Viasat, Time Warner, Cox, Charter, Comcast, Bell South, Hawaii Telecomm, Radiant, Qwest, Dsl.net Windstream, Adelphia, Armstrong Cable, Cable Vision, XO, Broadwing/Level 3, On Fiber, NGT ( Voip ) Switch & Data,  ( Fire wall services, Perimeter and ISS ),  ( Remote services, Telesource , Endeavor)

·               Supporting multiple access methods, hybrid VPN services, modular security offerings, industry-specific application support and end-to-end management options. Strong customer service mentality with a sense of urgency is required.

·               The ability to gain product knowledge with minimal training.  Excellent organization skills, attention to detail, ability to multi-task assignments and follow process flow are required.

·               Our noc team proactively monitor critical infrastructure systems and services such as network switches, routers, content servers, application and database servers, environmental alarms and telecommunications equipment which are located in our Data Center

·               As a Senior Network Operations technician I’m expected to know how to configured and maintain various types of routing equipment like Cisco Routers, Netopia Routers, and Efficient Routers, Adtran Routers, Caymen routers and all types of modems, Toshiba, Motorola, Westel Modem, Zytel etc, and have the knowledge to troubleshoot these devices first hand or through a third party (Walking the End-user through the configuration process). 

·               Also supporting POS systems for many retail stores, such as Subway, Del Taco, Block Busters, Amerigas, New World, Popeye’s, AFCE,  just to name a few.

·               As a Senior Tech I addressed network outages on a daily basis, from delegation of procedures to other techs and working it myself. Outages are handled swiftly, efficiently and diligently. While at the same time, management and customers that are affected are updated immediately and kept posted accordingly, until outages is resolved. 

 

Irvine College of Law - Cerritos, CA (Desktop/Helpdesk Support)                                      March 2001- Feb 2003

 

·               Provide support for 300 users, 50% desktop support, 50% helpdesk support

·               Trouble shoots Microsoft Suite, Outlook, Connectivity issues and Proprietary software’s. Also trouble shoot printer problems

·               Supported Windows 98, Windows NT, Windows 2000, Windows XP And Windows Millennium

·               Trained computer users in various software/hardware and provided technical assistance

·               Resolving trouble tickets and answering phone calls, providing technical help on a daily basis

·               Computer technical support included constructing, installing, configuring and troubleshooting multiple IBM/DELL compatible computers and laptops. Specific tasks include: installing and replacing main boards, processors, memory, fans, power supplies, expansion cards, hard drives, DVD-ROMS, floppy drives, and zip drives.

·               Administrated, maintained, and troubleshoot local area network and system data back up.

 

Flashcom Internet Service Provider - Irvine, CA                                                                       Jan 1997-Feb 2001   

(Technical Administrator/Help Desk Support)                                        

 

·               Installed and upgraded software and hardware in house local area network

·               Support operations – promoted to highest level of technical support to troubleshoot and resolve DSL service problems. Supported over 70,000 customers nation wide

·               Diagnosed routing and mapping configurations in Redback routers and track / document network integrity

·               Update voice and Web status areas to reflect current outages. Verified and corrected Configurations of customers routers, modems and computers

·               Fully experienced on Flowpoint 2200, 144, Netopia R7100, R3100 Routers and

·               Bridges units including Efficient Networks 5250, 5260, 4060 and 3060 units.

·               Also experienced with Fujitsu, 3 Com and Alcatel DSL Bridges.

 

  Bilingual – Fluent English and Vietnamese     (References available upon request)