Kris Pham Email & Phone Number

Round Rock, Tx, Us

Austin, Texas, United States

Consultant to Premium and L2 support engineers on complex Higher Ed focused SaaS platformTroubleshoot and translate complex issues to appropriate development teams to expedite software needs of the customer

Austin, Texas

Worked with the Tier 1 team on live channels taking calls, chats, and tickets to resolve issues with customers.Maintained good rapport with Premium Customer Subscribers in hosting weekly virtual meetings while maintaining excellent case turnaround.Collaborated with Product, QA, and Development teams in bi-weekly triage calls to help bridge the priority of advanced tickets beyond the scope of Support.Participated in inter-application triage meetings to help connect our issues in the connecting applications between different teams in the company.Rapidly became a subject matter expert on Applicant Tracking and Employee Records application modules.Spearheaded Training videos and walk-through guides to help spread Employee Records application knowledge amongst the team.Involved in Advanced Troubleshooting Team in regards to Employee Records application to help resolve more complex issues by digging into SQL, API calls, and logs.L2 Team Lead for advanced troubleshooting and creation of JIRA tickets to provide deeper research and details for the Product and Development team to evaluate and triage for sprint cycles

Austin, Texas Area

Worked in a team to develop Web UI for technicians to control telecommunications hardware functions and informationResponsible for design, code, test & documentation of the Web Based UI Provisioning Tool for the Automated Distribution Frame, a telecommunications systemDeveloped on LAMP Stack with Ubuntu, Apache, MySQL, HTML, Bootstrap, CSS, JavascriptRecreated Web UI using React JS Front End FrameworkParticipated in full cycle of Agile SW Development ProcessInstalled and configured server racks, servers, network hubs, network cabling, etc. to satisfy company requirementsUpdated hardware and software to improve production for the development process - managed network hardware with detailed instructions and technical documentation

Orange County, California Area

Consulted with test engineers of Western Digital, SanDisk, and Micron to deploy large quantities of testing systems for hardware evaluation.Spearheaded project to reorganize structure and methods of warehouse for operation efficiency. Orchestrated daily duties and assignments of a 6-man team resulting optimal productivity and accurate inventory control.Maintained previous duties such as - troubleshooting, hardware replacement, order processing, inventory management, and customer service.

Orange County, California Area

Worked alongside Western Digital to organize large quantities defective of LG & Kingston products successfully in an organized and timely manner.Streamlined return process and record-keeping using MAS-90 and in-house software.Maintained constant communication with end-users to ensure they were updated with the status of their returns and repairs.

Orange County, California Area

Cloned and imaged hard drives using hardware and software tools (Acronis, Avago MegaRAID WebBIOS)Built, deployed and serviced servers by Supermicro, Dell, ASUS, HP, etc. for telecom companiesDesigned, built and implemented systems for customersMaximized efficiency on multiple projects with short deadlinesManaged shipping and receiving duties for both domestic and international orders.Developed and designed product photos using photos by using photography and Adobe Photoshop Software.Familiar with receiving using shipping manifests and Purchase OrdersRemoved and replaced malfunctioning components to correct hardware problems.

Laguna Hills, Ca And Santa Ana, Ca

Recruited to hand-selected team which handled audits and inventory checks of others stores in the regionTop 10 seller in the region on multiple occasionsAnalyzed and properly processed returns, assisting customers with finding alternative merchandise to meet needsDelivered a high level of assistance by locating products and checking store system for merchandise at other sites

Computer Information Systems

Education record