Michael Nguyen, Csm, Cspo Email & Phone Number

San Antonio, Tx, Us

Chicago, Il, Us

• Accomplished a 25% enhancement in internal platform functionality and usability, as measured byimproved user research and increased efficiency, by implementing product vision, strategy, research,and market analysis into product requirements to differentiate user experience.• Increased adoption rates by 50% among targeted users by leveraging data-backed information andprioritizing product roadmap items aligned with customer needs.• Achieved a 20% boost in revenue from strategic product vision aligned with customer needs, resultingfrom prioritized product roadmap strategy based on market insights.• Implemented data-driven strategies resulting in a 30% reduction in incidents, improving productusability and performance, by leveraging market insights and user feedback.• Established streamlined communication channels, reducing cross-functional team misalignment by40%, to ensure clarity on product goals, priorities, and deliverables.• Collaborated closely with cross-functional teams to define, build, and prioritize initiatives, resulting in the delivery of best-in-class solutions that aligns with the overall business goals.

Chicago, Il, Us

* Demonstrated expertise in text mining service tickets using R, analyzing usage trends for informed product planning, and utilizing Telemetry and APM Dashboard for performance insights. Accumulated 5 years of experience in New Relic analysis, telemetry analysis, and reporting.* Collaborated effectively with Technical Product Managers to develop and maintain product roadmaps, refining prototypes, FAQs, webinars, release notes, and demos. Supported SCRUM teams to increase efficiency in business operations and analytics while providing valuable input on user stories and acceptance criteria.* Proficiently facilitated technical discussions with SMEs, client services, and advice teams to inform their work. Efficiently triaged incoming internal/customer defect tickets and prioritized them in the product backlog. Contributed to continuous improvement efforts of internal processes and grooming backlog for future sprints.

Chicago, Il, Us

* Strategic professional with 5 years of experience in product management, demonstrating ownership of product roadmap and backlog while collaborating closely with Product Leads to define strategy and goals aligned with business objectives.* Proficient in tracking and reporting on product metrics, facilitating communication across internal stakeholders to gain buy-in and resolve conflicts. Skilled at testing new features to ensure release quality and meeting with users and stakeholders to understand detailed needs and constraints, informing product development decisions.* Highly adept at ensuring solutions meet scalability, reliability, and performance requirements, while effectively collaborating with Product Leads to align solutions with business objectives.

Chicago, Illinois, Us

* Gathered business requirements for new case types and features, resulting in a 20% year-over-year increase in global sales. Reduced legal team case workflow by 90% through data mapping to forms and improved U.S. products by focusing on product KPIs.* Documented business requirements within an Agile framework using the JIRA ticketing system.Created new components within a proprietary application UI using XML and Bootstrap, increasing clients' efficiency and updating existing components.* Collaborated with development and QA teams to build and test over 150 products in an Agile environment. Created and updated training manuals for three teams for reference and training purposes.* Liaised with six key business leaders to ensure prompt approval of products prior to production releases. On-boarded and managed an offshore team of four members to create additional case types.

* Experienced in supporting and maintaining eight conference rooms while also serving as the administrator of Microsoft Office 365.* Successfully implemented a Mac environment server to manage over 200 Apple devices and established security protocols.* Proficient in troubleshooting Dell Servers, Watch guard, and setting up new switches across multiple floors. Skilled at supporting Mac, Windows, and Ubuntu systems with minor troubleshooting.* Managed business telephony, Wi-Fi network via AeroHive, and technology inventory, while also organizing all technology equipment in storage rooms.

Cupertino, California, Us

* Achieved efficient troubleshooting and timely repair of all Apple products, resulting in a 20% reduction in downtime and improved customer satisfaction scores. Maintained Genius Server, telephony systems, and printers, decreasing technical issues reported by users by 30%.* Successfully resolved compatibility issues between Windows and Apple devices, leading to a 25%increase in cross-platform functionality and user satisfaction. Provided exceptional customer support at the Genius Bar, resulting in a 15% increase in positive feedback and a 10% decrease in complaints.* Facilitated training for new Geniuses and Family Room Specialists, increasing team efficiency by 20%and improving customer service ratings by 15%. Collaborated with the Business Team to boost sales revenue by 25% and expand the customer base by 20%.* Recognized as a valuable resource for the Genius Team for technical expertise and decision-making quality, leading to a 20% improvement in team performance and efficiency. Successfully rebuilt relationships with customers, increasing customer retention and loyalty by 20%.

* Developed proficient organizational skills and multitasking abilities, enhancing productivity andefficiency in task management.* Communicated product details effectively to guests, fostering relationships and promoting customerretention.* Cultivated independence while maintaining strong teamwork, contributing to a positive workenvironment and supporting fellow employees.* Demonstrated commitment to self-improvement by consistently surpassing team goals, driving personal and collective success within the work period.

* Successfully supported surgical operations under surgeon supervision, ensuring procedural excellence and patient safety, as measured by consistently achieving positive surgical outcomes.* Played a key role in preparing operating rooms for surgeries by setting up equipment and sterilizing tools, contributing to a sterile environment and streamlined surgical procedures, resulting in increased efficiency and reduced operation time.* Effectively facilitated patient preparation for surgery by performing essential preoperative procedures such as washing, shaving, and disinfecting, resulting in optimized patient readiness and minimized risk of complications.* Demonstrated leadership by providing training to future surgical technicians in the operating room, equipping them with essential skills and knowledge to excel in their roles, thus contributing to the development of a skilled and competent surgical team.* Managed the efficient transfer of tissues to the lab for analysis, ensuring accurate and timely processing, thus facilitating diagnostic procedures and contributing to effective patient care.

* Excelled as Team Leader before rapidly advancing to the role of Restaurant Manager, demonstrating leadership and management skills, as measured by consistent team performance improvement and positive customer feedback.* Implemented effective training programs for new servers, replicating best business practices to ensure consistent service quality and customer satisfaction, resulting in enhanced staff competency and reduced training time.* Efficiently prepared work schedules for employees, optimizing staffing levels and ensuring smooth restaurant operations, resulting in improved employee productivity and customer service.* Focused on fostering a positive work environment and customer experience by ensuring that every team member adhered to workplace standards and worked attentively to create the ideal atmosphere for customers, resulting in increased customer satisfaction and repeat business.

Biology

Associates, Surgical Technology

Education record