Dat Nguyen Email & Phone Number

Fremont, Ca, Us

San Jose, California, United States

San Jose, California, United States

Developed IT programs for the Digital Workplace Transformation specializing in compliance policy, cloud services, technical support processes and support readiness. Led multi-discipline programs with global cross-functional teams, partners and stakeholders providing change management, transformation, service efficiencies and improved user experiences. Responsibilities - Develop, strategize, drive and deliver multi-project IT programs - Define/track requirements and ensure stakeholders are informed and have a voice - Identify gaps and problem solve for complex technical scenarios - Connect teams to facilitate agreement and direct efforts towards program goals - Communicate project status to stakeholders and Sr. LeadershipKey Accomplishments - Development of the Enterprise Content Management Program - Strategic deployment of M365 compliance policy impacting capabilities and features - Led the support strategy for the transition of mail services from on prem to cloud - Founded the Compliance Review Board for Legal, Security, Records and Quality Org

San Jose, Ca

Led a team developers, architects, and UX designers to develop and deliver the strategy and roadmap for internally developed web and mobile software solutions that aggregate and unify end user transaction experiences for the request and approval gates for services in the enterprise.Responsibilities- Develop the development roadmap through service partnerships- Manage the service operations for support, integrations, and team tasks- Gather data, metrics, and user feedback to prioritize development deliverables- Manage finances to cover infrastructure costs, resourcing, and source integrations- Lead a service team of architects, developers, designers, and user experience experts Key Accomplishments - Achieved +1M transactions per year - User productivity of +1.5 minutes and 1.6 day faster turnaround time per request - Delivered a true anytime, anywhere SaaS solution for the enterprise

San Jose, Ca

Managed the business operations, customer relationships, and development runway for a global Agile software engineering team of 26 delivering internal SaaS and PaaS solutions for organizations which required end to end software engineering services. Owned the pipeline, finances and service delivery for onboarding new services into the enterprise eStore.Responsibilities - Evaluate and recommend accept/reject for dev requests based on business value - Negotiate phased feature delivery to manage customer costs and value - Ensure business requirements translate to technical deliverables - Keep partners, teams, and their executives informed and included in decision making - Mitigate concerns, escalations, project changes and scope creep - Oversee production deployment activities and ensure customer satisfaction - Provide SCRUM Master duties where neededKey Accomplishments - Drove pipeline for 12 Agile development/integration projects per quarter - Managed lifecycle, Ops and finances for a portfolio of 60+ apps @ $5.2M per qtr. - Restructured the partner engagement, review and service lifecycle processes - Improved the quality of delivered solutions through culture shift

San Jose, Ca

Served as the lead Business Analyst for concept review to assess the use case and business value for proposed software solutions with a focus on user experience. Coordinated build roadmap with the development teams utilizing the SDLC and managed the program finances.Responsibilities - Assist product owners with developing use cases and business value to justify build - Ensure a “mobile first” approach for application development - Coordinated development build roadmap with the Engineering team - Manage program finances and centralized budget distribution Key Accomplishments - Managed portfolio of 11 mobile, 42 Web, and 2 responsive web apps per quarter - Developed mobile first app strategy, evaluation criteria and process - Drove application success strategy through communication/visibility programs

San Jose, California, United States

Performed as Senior Analyst for support solutions evaluating the user support experience to streamline and improve response and resolution time. Developed support innovation opportunities for improved processes, tools, and incident identification/resolution automation. Key Accomplishments - Delivered the company’s first Knowledge Management System for self support - Implemented Click to Chat for support and Service Support Forums

San Jose, California, United States

Integrated partner services for IT Support, ensuring that known issues, bugs, processes and SLA’s are in place for newly supported services. Served as a virtual team member representing Support Ops on Service Teams to influence the product roadmap and reduce the service support impact. Responsibilities - Serve as POC between Support, Service Owners and their Executives - Manage impact of services on support operations and support reduction efforts - Serve as a virtual Service Team member ensuring quality support delivery - Find opportunities to reduce service support impact through service analysis - Conduct regular partner service reviews and coordinate improvement activities - Onboard new applications into the portfolio of supported services - Mentor and oversee the work of Jr. Account CoordinatorsKey Accomplishments - Developed team SOPs and led transformation and process improvement - Support Liaison for Acquisitions IT Integrations - Project Manager and Global Trainer for CMS platform transition

San Jose, Ca

Responsible for daily operations leading +40 IT support engineers in the San Jose Technical Support Call Center for the Enterprise Global Support team. Functioned as Ops Lead for hiring, performance review, scheduling, mentoring, training and development. Responsibilities - Ensure teams meet or exceed KPIs of 3.8 CSAT, 60% FCR, 70% RR - Ensure agent coverage managing staff lunches, breaks, PTO and sick leave - Identify, hire and train new staff and ensure quality support service delivery - Manage support escalations with IT Operations Command and partner teams - Evaluate and improve support Ops and implement service improvements - Deliver team performance readouts via quarterly Ops Reviews to LeadershipKey Accomplishments - Established service KPI baselines and accountable for achieving them - Developed and implemented support agent QA and review program - Merged Finance, Telecom and Engineering into the IT Helpdesk

San Jose, Ca

PC and business applications call center support agent for the Cisco global enterprise of 75K+ employees in the San Jose team. Responsibilities - Provide technical support for hardware, software, accounts, and business applications - Interact and manage cases with users via phone, email through the Case Management System - Deliver on KPI targets for case management - Assess and resolve issues as quickly as possible or escalate to the next tier of support - Contribute content to agent knowledge base for team knowledge shareKey Accomplishments - Top 3 ranked agent with achievements in case volume handled/resolved - Averaged 45 calls per day with a resolution rate of +80% - Delivered on highest level customer satisfaction rating - Supported a portfolio of over 300 accounts, applications, hardware components - Transitioned to San Jose Operational Team Lead in 9 months

Bachelor'S Of Arts, Economics

Activities and Societies: Merrill College Residential Life Staff (Residential Advisor API Theme Floors) 1994-1996Fields of Study.

High School Diploma

Activities and Societies: - Vietnamese ClubAttended Milpitas High School as a resident of the city of Milpitas. Course work included.