Dylan Nguyen Email & Phone Number

Boston, Massachusetts, United States

Clearwater, Florida, United States

-Worked directly with Product Support staff and customers to help resolve technical support problems-Ensured processes are being followed in order to reduce ticket backlog, maintain customer satisfaction, improve first reply times, and address individual ticket queue handling-Provided technical leadership and training for support reps-Received requests for technical assistance and problem resolution from company employees-Reviewed support ticket quality and ensure ticket handling processes are followed correctly-Communicated job expectations to the Core Support team-Exercised sound professional judgment in the analysis of technical support issue in order to: 1. Provide solutions to problems via phone/email or 2. Decide proper level of support required to solve problems-Monitored team statistics to acknowledge achievements or to determine areas for improvement.-Approved all time off requests. -Coached subordinates and provide performance feedback as needed-Facilitated employee hiring, promoting, and disciplining

Clearwater, Florida, United States

- Consulted with customers regarding the implementation and configuration of KnowBe4’s security awareness products and platform- Assisted customers with allow/block list configurations in spam filters, mail server filters, and security endpoint systems within their organization’s network for simulated phishing tests- Configured and troubleshooted KnowBe4 LDAP(S) querying tool within customer’s Active Directory server to sync user profiles from organizational units and security/distribution groups- Aided customers with deployment and installation of KnowBe4 phish reporting add-in within email clients- Integrated and troubleshooted KnowBe4 SAML/SSO application within customer’s enterprise identity providers (Azure Active Directory, ADFS, G Suite, Okta, OneLogin)- Analyzed backend logs for KnowBe4’s security awareness platform and applications (Datadog)- Consulted with the organization’s customers or end-users regarding the implementation and configuration of KnowBe4’s products to modify it to suit the customer’s needs- Tested and configured KnowBe4’s products and modify it so that it could function in each customer’s unique environment- Worked in conjunction with the Product team to provide feedback or other information needed to enhance KnowBe4’s products- Investigated and document technical issues and communicate any trends or patterns to the Research & Development team- Applied troubleshooting and problem-solving skills to guide and assist the end-user community on issues related to design, development and deployment of KnowBe4 products- Investigated and document issue reports and communicate findings to development team or clients as required- Presented technical walk throughs and demos to clients- Worked in conjunction with the Product team to provide feedback or other information needed to enhance KnowBe4’s products by consulting with customers for new product ideas and enhancements related to the KMSAT console

Tallahassee, Florida Area

• Grew and managed a fast-paced sales territory by 5%, spanning from north Tallahassee, FL to Cairo, Georgia which encompassed over 280 store accounts • Facilitated the growth of 12 to 15 full-time salesmen through coaching, execution of performance goals and alignment with Frito-Lay values• Trained employees and built capabilities on usage of new company technology and applications• Assisted employees with administrative and technical support for effective and productive workdays• Developed partnerships with store and district level management to increase profits, market share, and consumer engagement• Conducted interviews and screenings for potential new hires and candidates to join the PepsiCo, Frito Lay sales and merchandising teams

Pensacola, Florida Area

• Analyzed sales and customer data to remedy potential market opportunities• Managed mini district consisting of five sales representatives and over 50+ accounts in the Pensacola, Gulf Breeze, and Navarre areas• Facilitated partnerships with store level management in national accounts including Walmart, Publix, and Dollar General to increase sales and profit• Accomplished project that transitioned Pensacola sales work group into new pay structure

Lakeland, Florida

• Analyzed store data to identify sales opportunities and trends to merchandise and increase demand for electronics, toys, and kid’s department• Directed and led Kohl’s associates for eight weeks as a store executive to accomplish department projects and company goals • Prepared department and sales performance reports to present to store and district managers

75 North Woodward Avenue, Tallahassee, Fl 32306

• Oversaw production, promotion, and selling of all merchandise• Securely managed customer information through Square database software• Created online store that developed an e-commerce presence for organization• Coordinated special online sales promotions, to heighten online customer experience• Designed stylish and fun-to-wear merchandise that is sold nationally• Managed exceptional relationships with various printing and screen printing companies