Professional Summary
Experienced Support Engineer and Infrastructure Engineer with 5+ years of expertise in managing hybrid cloud environments, Active Directory infrastructure, and end-user computing. Proven track record in leading IT teams, overseeing software development projects (CRM and HRM systems), implementing virtualization solutions, and managing enterprise web and mobile application infrastructure. Skilled in ServiceNow ITSM, network infrastructure management, MDM solutions, and delivering comprehensive technical support across Windows, macOS, and iOS platforms to enterprise-level organizations.
Work Experience
TechOps - IT Desktop Support
2025 - Present
Nike (via Cognizant) - Ho Chi Minh City
- Provide end-user computing support for Nike's corporate environment across Windows, macOS, and iOS platforms
- Utilize ServiceNow for comprehensive ticket management, incident tracking, and technical documentation
- Manage and troubleshoot Apple devices including MacBooks, iMacs, iPhones, and iPads using MDM (Mobile Device Management) solutions
- Configure and deploy macOS devices, manage iOS/iPadOS settings, and resolve Apple-specific technical issues
- Troubleshoot and resolve Active Directory-related issues including user accounts, group policies, and domain authentication
- Diagnose and repair computer hardware issues, perform system upgrades and maintenance across multiple platforms
- Resolve network connectivity problems and printer configuration issues for both Windows and macOS environments
- Deliver smart-hands support to network and infrastructure teams for on-site technical requirements
- Manage service desk tickets and maintain high customer satisfaction ratings
IT Leader / IT Manager
2021 - 2024
Dai Nam Group - Ho Chi Minh City
- Led and managed a cross-functional IT team of 5 members (2 developers, 1 IT admin/webmaster, 2 IT support)
- Collaborated with development team to design and develop custom CRM software for managing customer relationships and sales operations
- Oversaw development of internal HRM mobile application featuring employee check-in/check-out, leave request management, and profile administration
- Designed and maintained hybrid infrastructure (cloud and on-premise) supporting company operations, websites, and applications
- Managed hosting and deployment of company websites and mobile apps across hybrid cloud environment, ensuring high availability and performance
- Administered self-hosted Active Directory domain for internal use, managing user accounts, group policies, and security permissions
- Implemented and managed centralized virtual machine system using Proxmox, QEMU, and KVM for development, testing, and temporary access purposes
- Deployed and customized open-source Snipe-IT for comprehensive IT asset management and tracking
- Managed complete network infrastructure including modems, routers, load balancers, and switches
- Established IT policies, procedures, and documentation for team operations
L1 Support Engineer
2019 - 2020
SPS - Ho Chi Minh City
Handled laptop and desktop computer deployment to end users. Performed troubleshooting for
network and hardware issues.
Installed software on computers running Linux desktop and Windows operating systems.
Technical Skills
Infrastructure & Virtualization
- Proxmox VE
- QEMU & KVM
- Hybrid Cloud Architecture
- VMware (basic knowledge)
Active Directory & Identity
- Active Directory Administration
- Group Policy Management
- User & Computer Management
- Domain Services
Network Infrastructure
- Routers & Switches
- Load Balancers
- Network Troubleshooting
- TCP/IP & DNS
Operating Systems & Platforms
- Windows Server & Desktop
- macOS (Administration & Support)
- iOS & iPadOS
- Linux (Desktop & Server)
Device & Asset Management
- MDM Solutions
- Apple Device Management
- Snipe-IT Asset Management
- ServiceNow ITSM
Core Competencies
- ITSM & Documentation: ServiceNow for incident management, change management, and knowledge base documentation
- End-User Support: Hardware troubleshooting, software installation, multi-platform support (Windows/macOS/iOS)
- Infrastructure Management: Hybrid cloud environments, virtualization, website and application hosting, network administration
- Project Management: Collaborated on custom software development (CRM and HRM mobile applications)
- Active Directory Expertise: Domain administration, GPO management, security policies
- Apple Ecosystem: MDM deployment, macOS/iOS device management, Apple hardware support
- Team Leadership: Managing technical teams, project coordination, resource allocation