Sinh Lê

IT Support/System Admin with over 1.5 years of hands-on experience in Managed Service Provider (MSP) environments. Able to work indepentdently, expert in managing hybrid infrastructure across On-premises and Cloud platforms, specializing in Microsoft 365, Active Directory, and Google Workspace. Proven track record in orchestrating large-scale user lifecycles for 3,000+ users across 100+ global companies while maintaining strict SLA compliance.

Strong technical foundation in network security (Cisco, FortiGate, pfSense) and proactive monitoring (Zabbix) to ensure high system availability and robust data protection.

IT Support at Sembcorp Industry (Outsource) (2026-02 – Present)

• Operate and optimize pfSense firewalls (Firewall rules, NAT, Captive Portal, Multi-WAN) and secure VPN tunnels to ensure high-availability global connectivity.
• Monitored and mitigated potential security threats by proactively managing enterprise-grade IDS/IPS solutions (Snort & Suricata), resulting in a 100% reduction in security incidents.
• Contribute to the continuous improvement of system monitoring by developing custom alert rules in Zabbix, reducing incident detection time by 20%.
• Ensure 100% SLA compliance by managing high-volume ticket boards and streamlining technical response workflows.

IT Support at Techlocity Indianapolis MSP (2025-04 – 2026-01)

• Maintain 95% SLA compliance across multi-platform by managing ticket boards via ConnectWise, ensuring fast response times for international clients.
• Operate and configure hybrid infrastructure including Windows Server, Office 365, and Google Workspace across on-premises and cloud environments.
• Operate MDM platforms (Intune, Mosyle, Jamf) to manage user lifecycle and devices for 3,000+ users across 100+ companies.
• Operate and troubleshoot core services like Active Directory (PDC/ADC), Print Servers, and File Servers in a multi-tenant setup.
• Managed VMware ESXi backups and optimized schedules to prevent data loss.
• Operate and maintain firewall rules (Whitelisting/Blacklisting) and VPNs on Cisco Meraki, FortiGate, UniFi, and SonicWall.
• Strengthened organizational security by auditing logs to identify compromised accounts and collaborating with the security team to resolve vulnerabilities.
• Configured Group Policies (GPO) and permissions to maintain organization and security across multi-tenant environments.

IT Support (System and Network) at Athena Networking & CyberSecurity Education Center (2025-01 – 2025-03)

• Operate and configure Cisco switches (VLANs, Trunking, Port Security, STP) and Linux systems to maintain stable lab network environments.
• Operate and troubleshoot lab infrastructure, including routing, switching, and Wi-Fi configurations, ensuring optimal performance for training sessions.
• Contribute to the development of cybersecurity lab scenarios by simulating attack vectors and guiding defensive best practices for students.
• Maintain 99.99% SLA compliance by efficiently resolving user support tickets via phone, reducing average resolution time.
• Provide technical support for office equipment, including IP cameras, printers, and end-user devices.

IT Support Intern at HCM EVN ITC (2024-01 – 2024-03)

• Operate and troubleshoot end-user devices, office peripherals (IP cameras, printers), and network cabling to ensure business continuity.
• Resolve software-related issues and provide technical assistance for system software deployment.

Bachelor in Information Technology – Open University of Malaysia (2019 – 2024)