Duy Phuong Nguyen Email & Phone Number

Vietnam

Acting as an Enterprise Software Support Engineer and the first technical contact point for customers, working with IT system admins/IT deployment engineers in medium and big size organizations, helping them to solve ongoing issues with different software solutions. Provide software support to manage customer queries, gather information and share your findings; cooperate with other engineers as needed.Performing troubleshooting analysis requests for technical assistance via phone, email, virtual sessions and any other form of communication in a timely, effective, and efficient manner. Manage the expectations of customers as you work closely with our client’s IT system administrators and IT deployment engineers while keeping communications open until resolution.Identifying and escalating situations requiring urgent attention, understanding business impact and priorities.

Vietnam

Technical advice to Support Advocate when they encounter tech blockAdvice to Support Advocate on how to communicate with customers when facing difficult situation/deliver hard messageAdvice on process on how/who/why/when/what to escalate to another teamDesign, Maintain team's Decision tree/Play book (Knowledge base)Provide training to the whole team (Up and Running & Technical Support)Involve in cases during escalation/urgencyExport and create periodic reports for Team manager and Microsoft global teamReview weekly cases through QA form (Quality Assurance form)

Vietnam

Receive calls from English speaking customers; help them solve technical issues with their different software solutionsManage customer’s expectations and work closely with SME/Tier 2 while keeping communications open until the final solution of the request/issue is confirmed.Identify and report situations that require urgent attention as well as understand the business impact and priorities

Ho Chi Minh

Lead a team of 18 independently operating members to install, configure, and troubleshoot clients’, who are Maritime Bank Southern branches’ staff, IT devices. Work closely with Network and System team to resolve issues, adapt and implement new banking programs and devices.Collaborate with the Administration and Asset Management Division to periodically review equipment, as well as verify asset status.In specific cases, recommend upgrade/replacement equipment/network infrastructure to ensure business, with the role of IT.Join bidding procedures to ensure fully compliant with IT and finance policies. All goods and services are purchased in committed quality and time.Ensure procurement trackers of IT suppliers are up to date.Oversees and support for meetings, workshops, trainings and other MSB’s events.

Maintain Core banking subsystems(BDS - SIBS).Access the database(DB2) at the branches to check the fields, tables, and correct specified cells to match the accounting data.Deploy, maintain and hand over new subsystem for strategy customers(Maritime Bank, TNG Group).Maintain Active Directory and Exchange systems(AD, Mail, File Server, Intranet,..).Contributing to IT policy development(Maritime Bank, TNG Group).Familiar with IT Service Management(such as ITIL, SLA, Risk management,…).

Oversee network, electricity, and other technology infrastructure instalment at Maritime Bank Head Office (88 Lang Ha, Dong Da – HN).Maintain Active Directory and Exchange system.Deploy and maintain networks as well as sub networks for new branches in Hanoi.

Deployed and maintained new networks as well as systems for customers.Participated in the development, monitoring and evaluation of several project including:- Project General Department of Taxation (AD, Server).- Project VMS (Security - SNAC).- Project “Visky - Vườn Chim” (Hosting Server system over Interrnet).

Phnom Penh, Cambodia

Design and deploy completely wireless network for Sokha Resort.Maintain networking system.Study of office station and VoIP appliances.

Deploy firewall hardware into customer network (WatchGuard - Local banks and companies).Support another patner to take part in some big seminars.