Tri Nguyen Email & Phone Number

Ho Chi Minh City, Vietnam

• Pickup calls/chats/emails to IT hotline/mailbox.• Logging user’s problem onto ticket system.• Troubleshooting or gathering detailed info and updating tickets.• Follow-up and support users with every logged ticket within SLA.• Coordinating with Manulife Local IT team for on-time solution of potential problems.• Quick training for new Service Desk Agent.• Manage user credentials and VPN credentials.• Manage user’s devices.• Manage and escalate major incidents.• Act as Vietnam SME for Service Desk team.

• Coordinate the escalation of service requests and incidents between end users and 3rd levelsupport (Vietnam team and Melbourne team) and ensure they can be resolved within theSLA• Responsible for analyzing the requirements and organize meeting with stakeholders todetermine the demand and business need for new service requests• Lead the office administrator team to create, and track the progress of contracts withsuppliers and service vendors, follow up on delivery and payment when needed• Prepare memos and agendas for team meetings and discussions• Document and develop policies and procedures of ITS• Provide training to end users in regards to ITS system, policies and process• Assist with supervising the operation of the IT customer services team under the guidance ofthe IT customer services manager including mentoring and supporting the customer serviceteam• Perform any other duties as required

Supervise the entire Customer Services team in absence of Manager. The job includes maintainingservice delivery for BAU tasks as well as arranging resources, monitoring team’s performance andresolving higher level business needs. I was in acting for 2 months during my time at RMIT.

Ho Chi Minh City, Vietnam

• Provide end user support to all the laptop and desktop users• Provide touch base support for the server and network devices and coordinating with regional team• Deliver IT Induction and IT Orientation training• Asset management• Work with vendor on services and hardware maintainance/troubleshooting• Connect with business and provide efficiency solution and suggestion for a better productivity• Promote inter-departmental and inter-divisional communications and teamwork• Network internally and externally across the region to develop and implement best practices• Cost and budget control• Helping in the professional development of the team members• Maintain good interpersonal relationship with the team members and the offshore team members• Manage relationship with the end users, business leaders and vendors• Establish a strong team environment focused on exceeding internal and external client requirements• Help on project planning and implementation as well as post-activity test and monitoring.

Ho Chi Minh City, Vietnam

• Support workstations, servers, network devices and system infrastructure.• Install/configure/troubleshoot on Windows server 2003, 2008, 2012, Windows XP/Vista/7/8/8.1/10, Printers, LAN system, network connections, find solutions to prevent and anti-virus, ...• Onsite, support users and do maintenances.• Support global customers with global system, network and infrastructure.• Support salesman to get customer’s requirements.• Research and update new technologies, solutions.

Ho Chi Minh City, Vietnam

• Answering user call• Log call/ticket/request onto service desk system• Resolve users’ IT problem (software, hardware, printer, scanner, …)• Update user self-service documents• Manage IT asset and make reports monthly• Deliver first-day IT training• Support on user management (emails, AD, contacts, permissions, …)• Support infrastructure upgrading projects. (Firewall, VPN, office renovate, factory deployment, call center …)

Ho Chi Minh City, Vietnam

• Administrate entire system and network infrastructure• Administrate company's website• Administrate mail server and user account• Answering customer call• Troubleshoot IT issues (laptop, desktop, network, printer, analog telephone system, ...)• Design company's artworks (logo, website banner, ...)• Collaborate with SEO to promote system (website)• Look out for system's vulnerability and suggest security solution with manager's guide• Suggest upgrades and enhancement for system and company website• Document technical model and customer guide