CUONG QUOC NGUYEN

971-***-**** **** NE ***th Ave, Portland OR, 97230 acu5wf@r.postjobfree.com

PROFESSIONAL PROFILE

Proficient, results oriented information technology executive with broad functional and technology experience. Twenty plus years progressive advancement with demonstrated leadership ability combined with strong interpersonal skills and a record of improved businesses results, from banking to distribution industry. I am very responsible, discipline and Integrity on job as well as willing to learn new things.

For IT Service Management:

Working with business to define IT business requirements; as well as updating existing ones in line with the best practices

To develop a reliable IT service and improve the organization's existing IT service to the company’s internal and external customers

Manage Incident/Problem/Change/Release process and enforce process and standards

Define KPI/SLA to measure customer satisfaction and improve services

Handling customer complaints or any major incidents

Mass and individual software deployment through HelpDesk.

Lead Service Desk team

Mentor and Coaching staff

WORK HISTORY

Country IT Manager, DKSH Vietnam July 2011 – December 2015

Member of Country Management Team

Managed IT Departments including Help Desk, Infrastructure, Applications, and Data Centers.

Managed budgeting, planning, and implementation providing a stability, reliability, and high availability of complex IT services for offices all across the country.

Represented the IT department working cross-organizational, including Country Management, Sales, Client Service, Logistic/Supply Chain, Finance, to deliver on organizational objectives.

Managed teams to support a wide range of IT services for product distribution, warehousing and supply chain, using tools IBM SCCD (service management solution and IT asset management), ERP SAP ECC6 and Business Objects.

Manage and keep high availability of Voice system and Contact Center (Cisco). BCB (Business Continuity Plan) Champion. Development and implement strategic plan for company, as well as DR for IT

Managed projects in line with DKSH standards and within budget.

Drove continuous improvements on IT service delivery efficiency, applying ITIL concepts.

Managed relationships with external vendors on proactive maintenance of systems to prevent problems as well as to assess new technologies.

Develop and Implement SOP (Standard Operation Procedure), IT policy, standards, data governance, meeting global and local requirements.

CTI Country Head, Citibank Vietnam May 2008 – July 2010

•Managed and developed working relationships with country business groups to deliver mutually agreed service level.

•Ensured country resources/budget work closely and effectively with regional service group to provide quality service delivery to the business and clients

•Managed a multiple vendor environments to achieve optimum results from a technical, cost and service delivery perspective.

•Reviewed and updated IT policy and system guideline according to ITIL guideline, review, update and implement IT service management process according to ITIL guideline.

•Established control and governance in compliance with local and organizational regulatory requirements, this includes enforcing the Company Technology Infrastructure standard operational processes to satisfy audit requirements.

•Together with regional to establish, monitor and communicate technology infrastructure policies and standards in relation to service, problem and change management, security, continuity of business and audit compliance.

•Plan and budget for the organization based on short-term and long-term goals, encompassing operations, equipment and staffing to address primary Wintel, voice and data network needs, across all sectors and branches.

•Data Center management.

•CoB (Continuity of Business) Coordinator. Develop and implement a strategic plan for TI CoB.

•In-Charge of Information Security of IT System to ensure that Infrastructure systems and operations in the bank are secured and in-line with Global/Regional policy, procedure and security standard.

CIO, Viet Phu (Mobivi) Company August 2007 – April 2008

•Responsible for the design of IT Infrastructure. The whole system includes head office, main data center, backup data center in Saigon, and hubs in Hanoi.

•Built entire IT Infrastructure from day one within 6 months for partner (bank and stock company) to connect with us.

Head of IT, Deutsche Bank AG Vietnam May 1995 – August 2007

•Head of IT is member of EXCO/OPCO (Business/Operations) group, led by CCO (Chief Country Officer). EXCO/OPCO organized a monthly meeting to discuss results, any new project as well as any issue.

•Responsible for the operations, strategic directions of IT systems; those include Client Services, Operations, Data Center, Network, Voice Support, Business Continuity/DR support.

•Ensured that systems and operations in the bank are secured and in line with Global/Regional policy, procedure and security standard as Technical Information Security Officers (TISO)

•Created a strategic DR (Disaster Recovery) plan for IT systems according to particular request and budget from business groups as BCM/DR Coordinator.

•Managed and developed working relationships with country business groups across the bank in Vietnam to deliver mutually agreed service levels.

•Established, monitored and communicated infrastructure policies in relation to service, issues change management, security, continuity of business and audit compliance.

•Established control and governance in compliance with local and organizational regulatory requirements included enforcing the Company Technology Infrastructure standard operational processes. Managed vendors to ensure that high quality and timely response in SLA are meet.

•Review and update IT policy, service management process according to ITIL concepts.

EDUCATION AND OTHERS:

1987 University of Ho Chi Minh, Mathematics Science Department, Bachelors in Art.

December 2012 Leadership, from Predictive Insight (Tony High)

April 2010 Problem Solving & Decision Making, from Citigroup Training Center (CCAL)

November 2008 Negotiation Skills and Strategy, From Citigroup Training Center (CCAL)

November 2008 Treasury Operations and Accounting, From Citigroup training center (CCAL)

October 2007 The 360 degree Leader, John C. Maxwell program, From From ITD, Vietnam

Nov 2007 Information Security Management from TUVRheinland.

July 2005 ITIL - Information Technology Infrastructure Library Foundations.

August 1999 Presentation skills, from Deutsche Bank Training Centre Asia Pacific, Singapore

June 1995 AIX/6000 Basic System Administrator, from IBM, Singapore.

References available upon request

Contact this candidate