Thinh Pham Email & Phone Number

Canberra, Australia

 Response to incidents and problems related to Department of Veterans' Affairs (DVA) applications and systems;Provision of third level support teams (DVA Business System Administration) to respond to application related tickets escalated in MySupport; Escalation of incidents or problems to third party software providers as appropriate; Working closely with DHS ICT teams to contribute to resolution of incidents relating to DVA applications and systems. Operation support through incident investigation and resolution; Ensure quality solutions and coverage for business clients; Draft a range of written material including incident and problem management documentation and operational procedures in Veterans Systems Branch. Maintain up-to-date knowledge of ICT incident and Problem management related legislation, policy and processes and transfer knowledge to other team members with thin Veterans Systems Branch; Assist with the development of resolutions for service desk and provide technical support information to the SME and DVA business system administration teams;

Canberra, Australian Capital Territory, Australia

 Judgement to match issue complexity and staff capability, and reduce peaks and troughs in workload; Support identification and classification of tickets (Incidents and/or requests) raised by DVA -Business System Administration team to an appropriate ticket priority levelsupport diagnosis and resolution of tickets; Assist with or provide tickets to the appropriate team for diagnosis and resolution; Respond to queries or escalate where necessary;Search for solutions in solutions database and update as appropriate; Evaluate the effectiveness of the business solution management process and identify and recommend continuous improvement opportunities; Establish and manage relationships with stakeholders and ensure effective and timely implementation of ticket resolution;Refer unresolved and more complex enquiries to the senior staff for resolution; Use ICT service management systems to record, update and close requests; Provide feedback to developers, system analysts to improve quality, consistency and accuracy of decision making

Laws, rules and regulation compliance

Canberra, Australia

Inflight servies for Virgin Air and Business class of Qantas flights to/from Canberra

Hanoi, Vietnam

J• Creating and enhance long-term business relationship with other airlines especially home-based airlines• Initiating, organizing and coordinating joint learning and sharing events on airlines policy, procedures and management• Supervising the ground handling company (quality control, training record, customer services, company compliance etc.) • Managing internal and external information flow and knowledge management • Leading the catering operation including cabin service supply• Taking charge of the lost and found• Being Dangerous Goods Instructor (being trainers for staffs, and raising awareness of dangerous goods among Japan Airlines staffs) • Supervising, inspecting travel documents and reporting on Immigration Troubles• Initiating preventive measures to immigration irregularities• Supervising the ground handling company (quality control, training record, customer services, company compliance etc.) • Managing internal and external information flow and knowledge management • Leading the catering operation including cabin service supply• Being Dangerous Goods Instructor (being trainers for staffs, and raising awareness of dangerous goods among Japan Airlines staffs) • Supervising, inspecting travel documents and reporting on Immigration Troubles• Initiating preventive measures to immigration irregularities• Initiating, organizing and coordinating joint learning and sharing events on airlines policy, procedures and management2006

Bachelor'S Degree, International Business/Trade/Commerce

Bachelor Of Arts - Ba, Language Interpretation And Translation

Diplome, Foreign Affairs