Tri Tan

INTERCONTINENTAL HOTEL GROUP (IHG), Baguio, Philippines
Technology Support Specialist, July 2011 - Present
Coordinate with system engineers around the globe and maintain a workable area. Maintain the system running and handles problems internally.

• Manage and maintain the servers like exchange server (Server 2003) and file server.
• Uses LANDESK for blasting of updates and making an image for installers.
• Attend regularly to weekly meetings with my superiors in Salt Lake, Utah.
• Maintain the infrastructure with regards to desktops, Avaya IP Phones and Avaya soft phones.
• Configure the local desktops with different configurations using the gpedit.msc and the registry.
• Facilitate the User Access. (userid creation, password resets and MAD)
• Operates the infrastructure. (Monitoring, System Checks and Day to Day responsibilities)
• Perform Incident Response (Troubleshooting of routers and Server Troubleshooting)
• Perform scheduled activities. ( Creation of new images, new profiles, updates in the software's and system)
• Provide 2nd level technical support in desktop managements.
• Provides On-Call assistance whenever there's a problem.
• Attend training, conferences, team buildings and meetings.
• Conducts regular reporting to my superior and my colleagues.
• Provides Technical assistance and training to computer and network users.
• Responsible in hot staging/ testing/ tagging of all network equipments prior to implementation and installation.
• Uses virtual machines for the implementation in the network.
• Manage resolution of inbound technical calls quickly, professionally and efficiently in Call Center environment.
• Diagnose hardware, software, printing, and network connectivity issues including LAN, WAN, and access in a Windows XP environment, offering level 1 and 2 solutions over the phone.
• Troubleshoot corporate applications with the use of a scripted Knowledge Base and assign issues to the appropriate support group.
• Follow all escalation procedures according to service level agreement.
• Familiar working in a 24x7x365 high volume call-center environment.
• Use remote control tool to assist end users when needed.
• Provide an accurate record of each call in an incident management tracking tool.
• Monitor all open issues to ensure business expectations are met.
• Provide feedback on technical documentation for publication in Knowledge Base.
• Follow policies and procedures regarding call handle time, documentation, and posted on and off phone time.
• Escalates/coordinates problem to right people regarding IT and Avaya problems. (Global Counterparts)

COMFAC CORPORATION, Makati, Philippines
Network Supervisor, Aug. 2006 - July 2011 (4 years and 11 months)
Coordinated with the engineers, architects and clients from diverse geographical locations including China, USA, and India to design and develop workable workplace, proper engineering and managing all aspect with the design. Train, coordinates work schedules, orient new team colleagues, manage the implementation and attend meetings.

PROJECT HANDLED AND IMPLEMENTED
► MOOG Controls ► San Roque Dam Pangasinan ► FEDEX
► Stream Philippines ► Ventus ► INFOSYS
► Nestle Cagayan De Oro ► TATA ► Integreon
► Wipro BPO ► NGL Consulting ► CITRA
► Asia United Bank ► FIS Global Services ► VXI
► IQOR ► Sun Power ► INFOSYS
► Duty Free Philippines


• Supervises and guides Network Engineers in their proposals for Network Designs and Structured Cabling.
• Attends regularly the management meetings in collaboration with other Department heads.
• Decision-making and implementation of Network Designs, Structured Cabling, Security (access control and CCTV systems) and Network Equipments.
• Formulates, develops and implements integrated network architectures for medium-to-large computer system.
• Configure access points, switches and routers using IP addresses and DHCP.
• Design LAN and WAN using single Line Diagram, Detail Diagram and Drafting of Design with the use of Power Point, Visio, and AutoCAD.
• Designs, develops and implements effective development programs for clients and employees in areas of computer, network systems and structured cabling for data and voice.
• Troubleshoots Network problems to ensure the smooth flow of client's network and to avoid interruption in their production.
• Coordinates electrical and communications projects i.e. preparing single line diagram, checking the approved quotations and checking of cable layout.
• Provides Site assessment/ survey reports which concentrates mainly on network structure, in preparation for the design of Fiber optic links and UTP structured cabling (wired or wireless)
• Provides Network proposal (quotation of labour, materials and equipment) that will be used for the proposed network design presented to client.
• Provides single line diagram of the proposed network to clients using Visio professional and AutoCAD.
• Responsible for on-site End to End termination of Fiber optic cable backbone, testing (using Fluke DSP-100 fiber tester and EXFO AXS 110 Access OTDR), commissioning and installation of fiber optic tray, connectors and faceplates.
• Provides Technical assistance and training to computer and network users.
• Responsible in hot staging/ testing/ tagging of all network equipments prior to implementation, delivery and installation to project sites.
• Responsible for the signing all forms for vacation leave, sick leave and direct to client meetings also their performance/ACES for additional salary and benefits.
• Do internal support in windows and 1st level troubleshooting and Log reports for IT problems in the office.

CANON INFORMATION TECHNOLOGIES, Quezon City, Philippines
Software Quality Assurance Engineer, Nov. 2005 - Apr. 2006 (5 months)
Coordinates with the Quality Assurance Engineers and software engineers. Conducts test in the software that will be imbedded to the processors of printers. Also verify and conducts testing with the software for its ready to be installed and with minimal errors.


Functionality Testing
• In this test we check the implemented new features are working properly.
Compatibility testing
• In this test we check the performance of the devices if it prints properly and discover a new bug that has to be fixed.
Regression Testing
• In this test we double check the past bugs for verification if it will appear again.
Performance Testing
• In this testing we check the printing speed of the devices.
• Make test data to test a specific printer with a bootable or program.
• Configure the printer to the proper settings and make test matrix using excel.
• Simulate the given bootable using LINUX Solaris.