Experienced Public Servant with a demonstrated history of working in the government administration industry. Skilled in Operations Management, Airports, Commercial Aviation, Management, and Airlines. Strong community and social services professional with a Bachelor's degree focused in International Business/Trade/Commerce from Vietnam National Economics University. Broadly experienced and highly organised IT professional with working experience in effective delivery of technology solutions. Possessing strong analytical techniques combined with research and development skills. Identifying and promoting organisational values, proposes & develops improvement paths, and contributing collaboratively towards objectives. Able to work under extreme pressure and circumstances. Provides and embraces constructive criticism while working in a team environment towards a common goal.GOALS Undertake challenging, rewarding work. Motivate a team of professionals in achieving a common goal. Develop my professional interest in areas of information management, knowledge management and business intelligence to benefit my employer’s business objectives.ACCOMPLISHMENTS Take part in the transition of an old IT Management system – Clear Quest to Service manager 9.6. Coordinated and follow up the outcome of investigation and resolution to substantial system modification or issues owned by the Department of Veterans’ Affairs. The result extended the system life cycle and the effort was highly appreciated among stakeholders. Serve as the primary product support contact in Triage, Incident & Problem Management team and contribute to the process of using Service Manager 9.6 among Veterans’ Systems Support Team. Successfully setup Incident Request Review Board which provides MDT platform for all stakeholders including DVA Business System Administration teams, Services Australia – Veterans Systems Branch (VSB) directors as well as technical leads and team leaders, test managers to discuss and work out resolutions to long outstanding backlog issues. Since the board established, the backlog of long outstanding tickets assigned to VSB assignment groups is getting reduced rapidly helping KPI and SLA performance improved significantly.