Customer Service Project
Resume:
ANGIE NGUYEN TRAN *** ASTOR STREET
NORRISTOWN, PA 19401
ac1yjh@r.postjobfree.com
U.S. CITIZEN
OBJECTIVE
To obtain a full time position this will utilize my strong organizational, analytical and diverse technical skills to help with current and future projects.
EDUCATION
Pennsylvania State of Graduate Professional Studies- Malvern, PA
Master of Engineering Management December 2013
Master of Science in Information Science May 2011 Pennsylvania State University- Harrisburg, PA, May, 2007
Bachelor of Science of Information Science and Technology
Honor: The Pennsylvania State University Deans List in May 2007 (GPA: 3.6/4.0) TECHNICAL SKILLS
Adobe, Adobe Photoshop, MS Office Suite 2003/2007/2010/2016, Excel, Access, PowerPoint, MS Project, Visio, Business Objects, Crystal Reports, CSS, HTML/XHTML, XML/XSL, XPT SAS Universal Viewer, XML Viewer, Oracle, SQL*Plus, Windows XP/7/10, PVCS Configuration Management, HP Application Lifecycle Management, Palisade Decision Tools
@RISK, IBM Enterprise Applications, Lotus Notes, Domino, Sametime, Quickr, and SAP R/2. My education strongly emphasized the analytical approaches to solving technical and socio-technical problems, fostering effective teams and leading technical people in the presence of uncertainty and risk. EXPERIENCE
Instem LSS Global Company, Conshohocken, PA (June 2008 – June 2017) Role 1: Internal Validation Consultant
Provide support on Instem’s business core products including (1) ProvantisTM suite (2) Centrus (Submit/SEND) applications for system validation activities to the customers for both Life Science and Pharmaceutical industries (i.e. BMS, CRL, GSK, Merck, Genentech, MPI, NIEHS, CitoxLAB and so on) This will include technical advice, consultancy, audits, testing, needs assessment and practical assistance with validation test execution.
Testing and writing IQ/OQ/PQ/UAT manual test scripts for appropriate products within the guidelines and requirements with customers.
Responding to Validation Master Plan projects, Validation Summary Report, Test Evidence Summary Report, Validation Requirement Specifications, Risk Assessments, Change Control Analysis and writing and reviewing validation test scripts manually
Coordinate Technical Services, Validation team and other teams to assure successful validation execution
Responding to prioritize, manage and execute multiple tasks associated with validation projects
Provide appropriate techniques and methods to successfully and independently execute qualification projects
Support system investigations by performing root cause analysis and also coordinating technical analysis to determine impact to the project
Support the validation program by contributing to development of validation approach, processes, methods, procedures, documentation design and execution
Manage change control requests. This includes (1) initiating and approval routing of change control requests, (2) performing and monitoring progress of related action items and escalation of change controls as required. Role 2: Technical Support Analyst
Responsible for investigating any technical issues reported and providing resolution for products and services to global customers. First line support on Oracle issues. Escalation as required to Oracle support services. Conduct activities in accordance with the relevant Quality procedures. Responsible for managing helpdesk support issues to improve customers’ satisfaction.
Responding to and logging of support calls on Instem proprietary software
Provision of advice and assistance relating to products and services
Handling of faults as appropriate documentation of reported faults
Correction of problems relating to database definitions or relationships
Responsible for receiving customers’ oracle database receive and for investigates the issues relating to products
Generating Business Objects reporting and queries prior to the customer requirements
Constructing SQL query to find appropriate data for investigation and writing SQL scripts to update data for customer issues relating to products.
Helpdesk installation and maintenance
Installation products related support
To provide internal consultancy to improve the company products and their use
Oracle support
Citrix support
Database creation/upgrade and configuration management for support environment
Maintenance of license file editor
MEI Group Global Company, West Chester, PA
Contractor - IT Application Training Consultant (March 2008 – June 2008) Developed training documentations on IBM Enterprise Applications such as Lotus Notes, Domino, Sametime, and Quickr. Assigned responsibility for structuring and maintaining an internal web site for end-users based on the Lotus Quickr platform. Performed presentations to groups of business users, trained new hires and assisted in the rollout of new office application software such as MEI upgrades and end user application suites. The Judge Group Inc –National Software Testing Labs, Blue Bell, PA Contractor - Quality Assurance Consultant (May 2007 – March 2008) Performed testing of hardware and software applications for mobile phone games and documented the results to determine whether the hardware will function correctly in the intended environment. Coordinated testing involving identifying and analyzing formal test results in order to discover and report any defects, bugs, errors, and configuration issues.
Pennsylvania Department of Transportation, Harrisburg, PA Internship, Bridge Quality Assurance Division (May 2006- May 2007) Assisted project manager with bridge inspection projects; developed spreadsheets, analyzed data, and data processing. Used Bridge Database Management (BMS) mainframe SQL Server 2005 to input bridge inspection information. Assisted with the Bridge Problem Reports including getting the map, bridge information, and photos entered into reports in the database.
Pennsylvania State University, Harrisburg, PA
Administrative Assistant Engineering Division (February 2006 – May 2007) Answered telephone calls, managed all the office environment activities and assisted professors with any lecture documents and prepared PowerPoint presentations.
CAPABILITY
IT Project Management Leadership Experience: Led the planning and development of all project deliverables, identify, track and resolve project issues, ensure the solution is of acceptable quality, ensure work is assigned and completed on time and partake in presentations to display progress of the project. IT Senior Class Project - Organization of Data,: Led the team to develop and implement a database system that provided an easy to use system inventory management system, an appointment scheduling system, a client information database, and order processing which would better organize records, improve customer service, and increase efficiency. Skills: Project Management/Team Building/ Strong Interpersonal and Communication, Analytical skills, IT System Development Life Cycle, ERD, DFD, UML, Database Design and Web Design. ACTIVITIES & INTEREST
Passion in both national & international travelling, desire exploring new cultures and environments
Sports including soccer, hiking, swimming, running and outdoor activities.
Socializing and Mentoring – Community work and Volunteer Work.
Willing to relocate to another State and/or another country.
Willing to undertake national and international travel up to 75%.
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