Jimmy Nguyen
Network Support Engineer/Project Coordinator
Cupertino,CA
Summary
I'm now seeking out new opportunities after an exciting 12 years of contracting at Cisco Systems! I've been challenged by various roles during my tenure, but ending up as a Network Support Engineer hustling in a DevOps and Agile type of environment has given me valuable hands on experience. On a team of dynamic engineers, we work together providing a mirrored Production Network environment within a Cisco lab and campus building locations to accommodate network needs for Cisco product development, and new device/technology evaluation projects.
I'm looking to explore new opportunities in the Boise, Idaho (and surrounding area) to join an exciting close-knit team where I can add value with my soft and technical skillsets I bring to the table.
Overview
15
15
years of professional experience
2
2
years of post-secondary education
Work History
Network Support Engineer - L2/Project Coordinator
Iron Service Global
Fremont, CA
11.2021 - Current
- Coordinate project management activities, resources, equipment and information by breaking projects into doable actions and set timeframes.
- Liaise with client(s) (Meta and Google) to identify and define requirements, scope and objectives making sure that clients’ needs are met as projects evolve.
- Assign tasks to internal teams, assist with schedule management, monitor project progress and handle daily issues that may arise.
- Act as the point of contact and communicate project status to all participants and work with the Project Manager to eliminate blockers.
- Oversee junior-level engineers, directing work orders while monitoring performance metrics and consumer feedback for account projects.
- Diagnose network problems involving combination of hardware, software, power and communications issues.
- Draft post-mortem documentation analyzing instances of network system failures and detailing required repair and restoration efforts.
- Oversee patch testing and deployment, script network software pushes and uninstalls.
- Diagnose and executed resolution for network and server issues.
- Update department documentation such as license databases, infrastructure maps and FAQs to maintain consistent response levels.
Network Support Engineer
Cisco Systems Inc. Via Cameo Global
San Jose , CA
04.2012 - 11.2020
- Manage support requests thru JIRA, Remedy and CRM ticket tracking systems along with maintaining accurate device details using Nlyte, DCIM and BOX tools.
- Local campus deployment of various network switches (Cisco Nexus, Juniper), storage switches (Cisco Catalyst, MDS), storage hardware (EMC, NetApp) throughout the Cisco campus and Co-locations.
- Participated in team collaboration and implementation of BGP, OSPF, EIGRP configurations to border gateway routers for WAN connectivity.
- Engage with the on-going assessment and upgrade of ITE network operations process, procedures and future planning strategies with cross functional teams of design, operations, other engineers and Project Managers.
- Coordinate/Manage vendors with installation of hardware such as routers, bridges and switches.
- Physical ownership of all ETE/Alpha support team devices installed on the Cisco SJ campus data closets (IDFs).
- Prioritized simultaneous projects to perform effectively under shifting deadlines in fast-paced environment.
- Installed, supported and maintained company hardware and software infrastructure according to best practices.
- Led meetings with departmental managers to review project status, propose changes and draft action plans.
- Led team development and assisted in all project management coordination.
- Diagnosed network problems involving combination of hardware, software, power and communications issues.
- Drafted post-mortem documentation analyzing instances of network system failures, including required repair and restoration efforts.
Lead/Shift Incident Analyst
Cisco Systems Inc. Via Cameo Global
San Jose , CA
04.2008 - 03.2012
- Oversee on-shift Incident Analysts to ensure smooth daily operations while proactively monitoring, recording, and management of all company critical P1/P2 Incidents with higher Severity levels 1-4 to ensure operational and functional stability.
- Monitor/Support Cisco scheduled (Weekly, Monthly and Quarter End) database backups, engaging specific support teams to facilitate quick resolution of any issues during the backup procedures.
- Approve/Monitor/Facilitate resolution of procedural technical problems with requests from an internal client base submitted by phone or automated detection.
- Facilitate/Manage high level technical and management bridges during critical Cisco network issues, while following established emergency runbook procedures for support team engagement, escalation, and incident documentation driving towards issue resolution and bring down MTTD and MTTR times company wide.
Desktop Support Technician/Network Support Technician
Proofpoint
Sunnyvale, CA
08.2007 - 03.2008
- Provide front-line primary technical support to end-users (including remote users) on various technical issues relating to hardware, software, and peripheral devices.
- Be responsible for responding and resolving service tickets in a timely manner using RT ticket system.
- Provide excellent problem solving skills in order to diagnose, and resolve basic problem situations, or when appropriate, escalate or route them to appropriate IT staff members.
- Assist with asset management for all company equipment including desktops, laptops, monitors and wireless data devices, etc….
- In Active Directory, create user accounts and assign rights.
- Provide secured access badging with WinFX, deploy of installed/configured desktop/laptops (using Symantec Ghost 8.0), Blackberry Curve 8300 pda's, Dell 5700/5720 broadband cards, and 3com NBX voip phones.
Quality Field Service Provider
Dell
San Jose, CA
02.2006 - 07.2007
- San Francisco Bay Area.
- Contributed within a team of (QSPs) to provide OEM warranty service calls for all major desktop/laptop computers throughout San Francisco to Monterey Peninsula.
- Page 2 of 3.
- Interact with all levels of personnel by scheduling warranty services and offering optimal performance and preventive maintenance strategies.
- Increased range of services performed by obtaining various OEM and technical certifications.
Education
Information Technology
Masters Institute of Technology
San Jose, CA 01.1996 - 01.1998
Skills
Install/Configure Cisco N9k/Catalyst
undefinedTimeline
Network Support Engineer - L2/Project Coordinator
Iron Service Global
11.2021 - Current
Network Support Engineer
Cisco Systems Inc. Via Cameo Global
04.2012 - 11.2020
Lead/Shift Incident Analyst
Cisco Systems Inc. Via Cameo Global
04.2008 - 03.2012
Desktop Support Technician/Network Support Technician
Proofpoint
08.2007 - 03.2008
Quality Field Service Provider
Dell
02.2006 - 07.2007
Information Technology
Masters Institute of Technology
01.1996 - 01.1998
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