Wayne Pham Email & Phone Number

Sydney, NSW, AU

Sydney, Australia

• As a member of the global Customer Excellence team, the role provides Level 3 coverage for APAC region with in-depth troubleshooting and reporting to support both the commercial teams and our clients directly, with the.
• Managing as required any day-to-day technical queries, investigations and issues, maintaining subsequent technical relationships with new and long-serving clients alike (i.e: ad agencies, brands, publishers, networks.
• Providing support as necessary on integrations with our API/Platform/Publisher clients across our full product stack.
• Troubleshooting of any tag-related issues, implementation concerns, data feeds, reporting or delivery discrepancies.
• Pulling and reviewing performance data, fraud analysis to ensure proper delivery & ultimately improving client performance.
• Communicating technical product needs and opportunities to Client Services and Product development teams.

Sydney, Australia

• As a member of the Marketo Customer Support team, I performed as an Elite Technical Support Engineer providing tailored support in SaaS environment for a portfolio of high profile enterprise customers in daily usage of.
• Utilized in-house support tools to troubleshoot daily issues and escalated to Tier 2 or Tier 3 for further investigation.
• Documented each account’s business goals, process, environment and system configurations
• Owned and proactively managed customer’s technical expectation
• Investigated marketing automation issues, Including: API utilities, Campaign automation, poor performance, lead/data discrepancies, leads/visitors capturing criteria, etc.
• Performed specialized configuration changes to ensure seamless data integrity between Marketo and Salesforce CRM.

• As a Technical Support Engineer specialized in client-server application, the role provided high level supports in full-stack client-server environment with 2 application suites, 3 web-based solutions, 3 ETL.
• Liaised with DevOps team on bugs escalation and high impact issues that require immediate solutions.
• Documented common issues and solutions for knowledge sharing amongst team members.
• Analyzed data issues, error logs and reproduce issues for further diagnosis and producing workarounds.
• Performed daily monitoring and verifying of business critical scheduled-tasks-processes and data integrations.
• Produced SQL queries to investigate data consistency and ETL process.

Support-Team Member duties: * Entered customer data into the Lifelink System * Matched customer data with System records to generate certificates * Process application payments using the POS system * Assisted Team Leader with utilising Excel Spreadsheet to manage and track non-compliant applications in parallel to the main Lifelink System *Provided ad-hoc.

Macquarie

* Digital data scanning and entry according to the procedures and specifications* Data verification* Domestic and international letters filtering and assigning

• The client is a local fashion start-up aiming to penetrate the wedding industry. Collaborated within the development team of 5 and successfully delivered the product to the client, my role as a System Analyst includes:
• Designed and analysed trendy Website design, User’s functionalities and management features.
• Consulted in Social Media Marketing strategy to the clients to increase social awareness in the local area
• Developed Client‘s manual documentation for Stakeholder satisfaction and quality assurance
• Developed System Requirements Documentation and Specifications in accordance to the Client’s demands, market research and current competitors in the market
• Liaised closely with the stakeholders to update the project process, improvements and feedbacks

* Reconciled mismatched data.* Entered data complied with the specifications.* Verified the accuracy of the data.