Joseph Le Email & Phone Number

Calgary, Alberta, Canada

Ho Chi Minh City, Vietnam

• Enable IT Service Management in compliance with ITIL v4 best practices, leveraging ServiceNow platform capabilities in ITSM, HRSD, ITOM, ITAM, SAM, HAM GRC, PA, ATF, HRSD, and Integration modules.• Develop and implement management dashboards utilizing Performance Analytics plugins and tools to provide detailed sprint burnup and burndown analysis; enhanced operational visibility, resulting in 25% faster identification and resolution of project roadblocks.• Structured 10+ Service Level Agreements (SLA), Service Catalogs, and Workflows reducing incident response time by 30% and increasing customer satisfaction by 15%. • Facilitated effective collaboration between on-site business analyst, stakeholders, and development team to deliver high-impact features and enhancement in accordance with business requirements; utilized Agile and Waterfall methodologies to plan sprints and releases, resulting in seamless project execution and timely deliverables.• Administer technical implementation efforts such as planning and documenting 4 ServiceNow Version Upgrades, reviewing skipped records, and resolving immediate hot technical issues as needed.• Incorporate JavaScript and AngularJS to create scripts for client and server, task automation, and SOAP/REST APIs; Deployed reusable generic functions, which streamlined database query processing and reduced coding time by up to 40%.• Supervise 3 CMDB databases, ensuring data hygiene through designing and configuration of Access Controls (ACLs) for enhanced security and consistency of critical user data.• Innovate 6 Transform Maps, Business Rules, and Schedule jobs for weekly data sync from MIDServer and Workday to the Configuration Items tables.

Ho Chi Minh City, Vietnam

• Consulted on electrical systems, products, components, and applications by designing layouts based on client requirements.• Performed complex calculations to ensure system safety standards are compliant. • Managed sales for the smart home devices product line.• Expanded Business-to-Business sales with new prospects and existing customers.

Ho Chi Minh, Vietnam

• Provided optimal product selection and pricing to clients based on requirements gathered.• Managed weekly QC tests to ensure products meet industrial standards.• Provided technical trainings on industry standards and best practices to sales and junior employees.• Performed design of lighting systems, including an entire warehouse.

Ho Chi Minh, Vietnam

Education record

Diploma, Electrical Engineering Technology

Honored Student Maintain 3.8GPA (out of 4.0)

High School Diploma

Activities and Societies: Debate team, Badminton team, ESL Student HelperBadminton Provincial Attended National Badminton in 2012 ESL.

Bachelor Of Engineering - Be, Electrical And Electronics Engineering