Dinh (Mandy) Luong Email & Phone Number

Seattle, Washington, United States

• Amazon Connect Solutions:
• Designed and developed Amazon Connect solutions to optimize user interaction management with AWS Lambda, DynamoDB, and Amazon Lex.
• Built intelligent routing systems to connect new users to agent queues, return existing users to previous agents, or create follow-up tasks when agents are unavailable.
• Integrated Amazon Location Service to streamline booking by identifying nearest service locations and automating workflows.
• Developed SMS notification systems using Amazon Connect contact flows, Lambda, DynamoDB, and Lex for real-time notifications.Automation and Monitoring:
• Automated the generation and deployment of CloudFormation templates using Python-based Lambda functions to create CloudWatch alarms, improving monitoring of Amazon Connect metrics and enhancing system reliability.

• Collaborated with cross-functional teams for requirements assessments, streamlining project planning.
• Designed architecture diagrams and contributed to technical documentation, resulting in seamless client support in migrating on-premises call flows to Amazon Connect Cloud Contact Center.
• Spearheaded the integration of Amazon Connect Streams API to develop the Contact Control Panel, enabling dynamic screen pops and delivering real-time caller information to cloud contact center agents.
• Programmed and troubleshot Python-based Lambda functions to implement Amazon Lex, enhancing Natural Language Processing and optimizing user interactions.
• Created custom CloudWatch dashboards for Lambda and DynamoDB, streamlining performance tracking and resource optimization, resulting in enhanced efficiency and cost savings.
• Developed a serverless application with React and TypeScript, leveraging AWS services (API Gateway, Lambda, DynamoDB, S3, CloudFront) for efficient post and picture uploading and sharing, enhancing user engagement and.

Seattle, Washington, United States

• Conducted AWS Well-Architected workshops for clients to implement robust security best practices.
• Implemented cloud-based architectures that are scalable, reliable, and cost-effective.
• Applied Agile methodologies and conducted code reviews for quality project delivery.
• Leveraged AWS features (Internet Gateway, VPC, ELB, Auto Scaling Group, EC2, IAM) automated with CloudFormation to build a 3-tier full-stack application with React, Node.js, and MySQL, ensuring reliability, security.

Bothell, Washington, United States

• Developed solutions to enhance productivity and efficiency in a dynamic work environment:
• Constructed a slash command with Node.js and Slack API to rapidly export member lists at 100+ members/min, simplifying user management across all workspaces.
• Built custom application with Slack, PagerDuty, and xMatters APIs to streamline incident reporting on Slack.
• Created PowerBI dashboards integrated with SQL Server to visualize incident tickets for on-call teams.
• Automated secure application deployment on Azure App Service using Gitlab CI/CD pipelines.

Seattle, Washington, United States

• Ingested data from diverse sources to analyze eco-friendly commuting trends in 10 cities:
• Implemented effective ETL pipeline using S3 and PySpark to process and load data into PostgreSQL.
• Developed Dash framework web application for streamlined data querying, visualization and analysis.

Seattle

Bachelor Of Science, Computer Science

Relevant Coursework: Data Structures and Algorithms, Cloud Computing, Operating Systems, Database System, Computer Networking, Software.

Associate Of Science - As