Binh Hoang Email & Phone Number

Leander, TX, US

Austin, Texas, United States

• SERVICENOW OPERATIONS SUPPORT LEAD
• Transitioned from Deloitte after demonstrating excellent performance in prior role.
• Mentored team of 6+ ServiceNow Administrators to maintain and support 7+ heavily customized ServiceNow instances and relating integrations with 1000+ active users.
• Regularly consulted with ServiceNow vendor and professionals to review and assess instance health, ongoing issues and areas of improvement; resulting in platform availability of more than 95%.
• Oversaw and supported 5+ ServiceNow Platform upgrades and several patches, including overview of new features and testing early release versions from Madrid to Vancouver.
• Identified areas of improvement and devised solutions around automation and self-service solutions, reducing repeat requests and incidents by 30%; recognized by several clients and managers for efficient and timely.

Lake Mary, Florida, United States

• SERVICENOW OPERATIONS L1 SUPPORT LEAD for PayPal:
• Promoted to Solutions Specialist within 12 months due to strong performance and exceeding expectations.
• Addressed 70+ Request and Incident tickets, contributing more than 65% of overall ticket queue and exceeding expectations; acknowledged by management and client for diligence and resolution efficiency.
• Improved and maintained Request and Incident SLAs above 90% weekly.
• Authored Standard Operation Procedures, Knowledge Articles, and Confluence pages for customers to self-service and to improve team capability.
• Elevated team productivity by conducting interactive training sessions for a team of 6 employees and optimized Incident Response procedures.

Lake Mary, Florida, United States

Served many clients performing various roles including:SERVICENOW AMS for Financial Service Client:Performed System Administration duties – including and system maintenance, monitoring, and management. Provided Tier 1/2 support to customers through multiple communication channels. Responded to and analyzed alerts/incidents for proper triage and escalation..

Miami/Fort Lauderdale Area

Collaborated with a team of engineers to develop test scripts in C for FPGA code with compliance to aviation standards.

Boca Raton, Florida

- Regulated distribution of items throughout library through effective organizing - Maintained high standards of customer service by responding to customer questions and complaints- Educated customers daily in using library facilities through effective and professional communication

Boca Raton, Florida

- Worked independently and with IT team in setting up new users and participated in ad-hoc projects/assignments requested by IT manager- Maintained 10-15 computers weekly through resolving support tickets promptly and professionally- Regulated employee workflow through quick and efficient debug and remote login- Enhanced troubleshooting pace through.