Don Phan Email & Phone Number

Shawnee, KS, US

• Provide first-level technical support to end-users, addressing software and hardwareissues via phone, email, and remote assistance tools
• Diagnose and troubleshoot technical problems, escalating complex issues to appropriatesupport teams when necessary
• Collaborate with cross-functional teams (Engineers, Solution Architects and Accounting)to identify and implement solutions for recurring issues
• Maintain accurate and up-to-date documentation of support cases, resolutions, andtroubleshooting procedures
• Conduct training sessions for end-users to enhance their understanding of softwareapplications and preventive measures
• Provided mentorship to junior analysts and trained new employees while demonstratingproficiency in managing service levels and fostering team development

Lenexa, Kansas, United States

• Managed business changes and customer incidents across multiple business units toprotect production and critical recovery systems
• Worked with stakeholders to ensure incidents are appropriately triaged, risk rated,assigned and documented
• Created and maintained dashboards to trend data and identify metrics related tocompany KPI’s for clients and executive reporting
• Collaborated with key business partners to identify, develop and document businessrequirements (using JIRA)
• Provided immediate response and coordination aimed at minimizing the duration ofservice interruptions and maintain business SLAs
• Implemented incident solutions to meet business requirements and track solutionoutcome based on user experience/customer satisfaction

• Verify and maintain customer invoices, company invoices and payment information
• Onboarding and authenticate client information and licenses through Salesforce andCadence (proprietary trucking customer database)
• Served as liaison between client and account managers to answer questions aboutinvoicing, documentation and overall customer service
• Foster and maintain business relationships with vendors and other business peripheralsthrough open lines of communication to establish business SLAs
• Reviewing and processing buy information in accordance with company procedure
• Maintain and process business tasks through Kambanize (internal ticketing program) toensure timely completion

Kansas City, Missouri, United States

• First point of contact for current and future clients interest in H&R Block Tax Services(Phone/Email)
• Main line of communication between client and tax professional
• Created/resolved external (client) and internal tickets using ticketing system(ServiceNow)
• Created reporting in Salesforce to visualize employee productivity
• Assisted tax professionals with tax software (UltraTax) through providingtroubleshooting and guidance through tax filing processes
• Ensured accurate invoicing to clients as part of billing process

Wichita, Kansas, United States

Night Audit· First point of contact for all clients and guest experience· Verified revenue from all front desk activity is balanced and follow up on any discrepancies· Manage overnight business operations· Prepare bills and receipts for all guests and direct billing accounts