Technical Support Manager

CURRICULUM VITAE

PERSONAL INFORMATION

Name: NGUYEN THANH HUYNH

Date of birth: 21th Febuary 1991

Address: block A2-10.15, Phu My ward, distric 7, HCMC.

Phone number: +84-098*******

Email: *********@*****.***

EDUCATION BACKGROUND

September 2010- October 2013: under Graduated from University of Science - Major in IT.

April, 2014: got TESOL certificate

WORKING EXPERIENCE

July-2016 to present:

I work as freelancer for family business to sell the shoes, glasses, watch in our family store in dis 7, HCM city. Besides that I am learn more English IELTS

October 2015 – June 2016: worked at Officience Vietnam as English Technical support consultant for Mailjet company (www.mailjet.com as Email services provider)

Receive third-party user calls and log issues, emails following standard ticket classification and call answering procedures for those customers use Mailjet services in the world using English to get supporting.

Monitor permanently the customer online ticketing platform;

Browse specific documentations and follow predefined processes for ticket acknowledgement, troubleshooting and solving, according to priority order (P1, P2, P3);

Monitor and comply with standard SLAs agreed with customer;

Escalate serious issues to direct manager and customer.

Access remotely to customer network monitoring platform and perform reboot/troubleshooting tasks following predefined processes;

Report to the Project Manager on the activity and performance of the project on a daily and weekly basis

From October 2014 to June 2015 working in Emerio company in Penang island, for Dell call center, Malaysia

To understand company services and customer needs to provide suitable solution

Build a close rapport with potential customers for further follow up on future prospect

Prepare summary report on daily and monthly activities performed for further evaluation and strategy

Provide 1st Level Technical Support (diagnosis & troubleshoot) to customers via telephone, computer systems and software systems within standard time frames

Always shows sense of urgency in answering customer call and resolving customer issue

Ensure that any open cases or issues are addressed proactively or within the set target time frame thru excellent closely follow up

Maintain accurate call logging and tracking into Helpdesk database

Explain via emails as customer satisfied until the cases closed.

Excellent Communication skills and do multi-tasks while taking the calls or emails.

Escalation of issues to the Product Support team and/or Technical Suppor

Manager in order to resolve the issue to the customer's complete satisfaction.

Possess excellent communication skills and the ability to work with diverse range of people with varying levels of technical understanding and ability in international environment.

I have experience working with Delta system of Dell.

October 2013 – August 2014: collaborator for TNS company

As the role with everyday tasks that I put the data about customer in to excel files and system of the company about marketing, statistics retails, etc.

SKILLS

Fluent speaking, listening, reading and writing English

I am native Vietnamese with exellent voice talent.

Chinese: basic as beginner and I will learn more.

TESOL certificate for teaching English as second language

Customer Service/Call Center experience;

Outstanding communication & customer interaction skills;

Computer skills: MS Office suite proficiency;

Capacity to quickly adapt to a new environment;

Capacity to work under high pressure;

Strong sense of ownership;

Problem-solving oriented personality.

Ability to type 35 words per minute with both language

Able to seek information about the field and major are working.

Communication and presentation skills

Willingness to work in a flexible schedule and high workload

Planning and organizing skills

Time management skills

Customer-service orientation

Reliability

Stress tolerance

Willing to work in pressure environment.

Contact this candidate