Andy Nguyen Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Working directly with customers via phone and email to respond to technical issues.Providing escalated technical and triage support for other team members.Actively contributing to our online community and knowledge database for up-to-date customer information and solutions.Working closely with our Engineering, Product Management and QA teams to increase customer satisfaction by providing critical feedback and assistance for product enhancements.Be a part of a Global team interacting closely with Support offices in the US, Europe, Australia, Korea and Japan, as well as with customers around the world.

Macquarie Park, Sydney

Providing technical support, advice and assistance to Hitachi Vantara's customers upon their need to address technical, hardware and software system problems, this includes specific products and their integration, as a Solution. Generally dealing directly with end users and, as such, able to communicate effectively to ensure that requirements as well as answers and advice are well understood by all the stakeholders.The type of problems dealing with varies from simple to complex and may include issues such as end user inabilities to access data, poor performance and/or system inefficiencies. I am part of a team of experienced and highly trained Technical Support professionals who are responsible for providing Hitachi's customers with excellent experience as part of a fast-paced, worldwide 24x7 support center.Responsibilities:- Provide technical support to Hitachi Vantara customers, partners and field service teams.- Resolution of technical support issues including hardware/software configuration problems, product failures, and technical inquiries.- Perform problem and customer situation management, escalate to the necessary next levels of support when appropriate- Communicating critical case status to customers, partners and Hitachi stakeholders- Ownership and management of support cases and associated escalations.- Adhere to and help improve corporate standards and processes for delivery to support services.- Contribute to Hitachi Knowledge by documenting unknown resolutions and updating existing articles with newfound or discovered information.- Participate in team projects that enhance the effectiveness of Hitachi's customer success.

Sydney, Australia

Senior position in team of 15 technical support engineer, tasking with answering question from the team; handling difficult escalated cases; developing and conducting training sessions/programs to up-skill team members.Achievement to dateConducted a numerous sessions of technical training, with excellent complimentary from trainees

Australian Technology Park, Eveleigh Nsw

This role is 2nd level technical support, enabling me to assist a global customer base in Graphic Communication Portfolio products including high-end production printers, wide-format plotters and a wide range of printing solutions Fuji Xerox provided.• Working as part of a support engineer team of 15 for more than 10 countries over the Asia Pacific region including Australia and New Zealand• Responding to customers' technical issues in a timely manner via telephone, e-mail.• Taking ownership of customer issues reported and see problems through to resolution.• Using and developing problem-solving techniques to resolve customer issues, including reproducing problems and simulating the customer's computer and network environment.• Consulting with colleagues other departments for the speedy resolution of cases.• Escalating cases and liaise with field support technicians and senior technical staff.• Acquiring and maintaining a comprehensive knowledge of industry standards that are relevant to the latest Fuji Xerox products and solutions.Achievement to date:• Accepted and resolved more than 100 cases on average each months• Several consecutive months maintained higher than 95% resolution rates for every accepted cases• Excellent customer satisfaction with personal compliments• Provide guidance and assistance for 4 new starters joining the team to dateCurrent involved projects:• Lab administration: restore/backup and tailor lab computer, software to specific user needs• Testing and provide training for Oracle cloud-based workflow case management system, newly developed for 5 Fuji Xerox remote offices across the globe, integrated with previous service desk system

North Ryde, Nsw

This internship role was a tremendous opportunity to gain hands on experience in IT support supporting completion of my Professional Year, affording me the chance to exercise my technical skill set as part of a team environment supporting high-end business clients. Monitoring multiple help desk communication channels, I was able to provide level 1 support to users and elevate level 2/3 problems to the appropriate team members, documenting our steps and actions in an automated system each step of the way. • Worked as part of a support team of 5 supporting 20 high-end business customers, monitoring new systems and security, and setting up new users and passwords;• Monitored the help desk email account and served as the first point of contact for users, handling 20-30 1st level service calls daily for issues ranging from log-in difficulties, Windows and Citrix issues, to email problems;• Proactively identified trends in service requests and developed information sheets for team members, providing them with common service requests and recommended solutions.

Rosebery Nsw

A part-time position while I was in studying in school, gaining exposure to different business functions by assisting the company in a variety of areas. From working in the office handling administrative and bookkeeping tasks, to the warehouse managing inventory and assembling orders for shipment, I gained hands-on experience juggling multiple roles and responsibilities, ensuring this small business was meeting customer expectations and identifying ways to improve business processes. • Gained significant experience with MYOB software, reconciling payments and invoicing customers, eventually reducing the time to complete customer invoicing from 5 days to 1-2 days;• Provided sales and service support to customers, including troubleshooting, maintaining and repairing watches.

Wynyard, Sydney Cbd

• Effectively liaised with customers on a daily basis• Weekly organised crew member rosters and stock take• Involved in inventory management

Bachelor'S Degree, Accounting And Business Information System

Activities and Societies: Vietnamese Dynamic Student ORINE Charity Business Information Student AssociationRelevant subjects: • IS.

Professional Year Program, Professional Bussiness Conduct And Experience

Activities and Societies: Social CommitteeLearn professional manners and conducts Essential skills in business environment: email writing.