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 proven ability to translate day-to-day technical tasks and overall findings of the Technical Services team into a client friendly & easily understandable format for various contacts across all levels.*** Achievement: 2023 APAC OPS Remarkable Award, Q1 IAS Value Award - InnovationThe main responsibilities include:• 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, platforms).• 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.• Providing on-going biweekly training session to Tier 1 TCS to improve product knowledge and technical skills in APAC region.• Participated in designing learning agendas and test cases for Tier-1 internal training.• Working in distributed source control system (git) for deployment of automations.Technical Environments:• Impala, Hive, Sequel Pro• SQL, Javascript, HTTP analysis• UNIX, Terminal

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 Marketing Automation space.My responsibilities include:• 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. • Monitored application/network performance and raised proactive alerts internally to prevent potential service outages for high-profile customers.• Collaborated with other team members to resolve P0 and P1 incidents and provided proactive outreach to designated customers according to SLAs.• Provided tailored advice to different levels of customers through Salesforce ticketing system and over the phone.Technical environment:- Database technology (mySQL)- Web technology (HTML, JavaScript, CSS, XML), - Networking Technologies (TCP/IP, DNS)- RestAPI, Sjbastion- Network/Application Monitoring & Site Analytics (Splunk, Appview, Wavefront)

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 integration tools in higher-education institutions.My responsibilities include:• 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.• Reverse-engineered plugins, .NET and JavaScript applications to troubleshoot customized functionality.

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 duties in categorising compliant and non compliant files

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.