Customer Service Management

Peter Luong

E-mail: *********@*****.***

Mobile: 832-***-****

***** ****** ****** **, ******, Texas 77379

EXPERIENCE

Hewlett Packard (HP) Houston, Texas December 2014 - Present

HR Systems Analyst

• Work with business users to define and analyze problems and align the most appropriate technical applications or configuration

solutions.

• Identify operation issues and gaps to provide implementation solution related to Human Resources Master Data processes.

• Provide initial assessment of change requests and system issues and partner with IT as necessary to troubleshoot or correct

problems.

• Support contact for Workday application for troubleshooting issues from end users as well as evaluating enhancement requests.

Hewlett Packard (HP) Houston, Texas February 2013 - December 2014

IT Business Consultant

• Act as a partner between the business users and IT developers to resolve functional issues, translate business requirements into

technical solutions and document functional test scenarios.

• Performed configuration and integration through a variety of SAP interfaces.

• Provided support for mission critical finance applications issues containing master data.

• Organized and drove the implementation of a home grown tool for the user access management process for SAP instances

reducing 50+ Customer Service tickets a month while greatly improving the delivery of access requests.

• Worked on global level implementations which improve month end close activities within the SAP Finance environment.

• Analyzing and creating data for metrics reporting based on respective business requirements.

• Improved the security development responsibilities for multiple SAP applications to enable more automation and incrementally

less hands on work effort and manual intervention.

• Providing documentation support and training procedures guides for internal end users as well as improving business processes.

• Promoting individual professional growth and development by continuing education, obtaining mentor, and setting both short

and long term goals.

Lone Star College System – University Park Houston, Texas June 2010- February 2013

Office of Technology Solutions (OTS) – Desktop Support Technician III

• Maintained and supported Personal Computer related hardware and software components, including printers, modems, and

other peripherals, using the following operating systems: Windows XP Professional, Windows 7 x86 / x64, and Mac OS.

• Provided technical support and excellent customer service skills to campus departments and personnel for any IT problems

reported and issues.

• Ability to work independently without supervision on various projects and tickets to accomplish task.

• Face-to-Face troubleshooting for client issues and served as technical liaison between department, faculty, and business

executives.

• Utilized campus ticketing system (SNOW) to complete client requests and incidents (ITIL) and used remote desktop to help

resolve client issues.

• Troubleshooting daily diagnostic of hardware and software issue problems and coordinate preventative maintenance of

equipment.

• Installed and tested instructional software in conjunction with LAN personnel network operation.

• Configured, installed, troubleshoot and maintained Personal Computer (PC) related hardware and software, associated printers

and peripherals, network access, and network client software.

• Identifies issues, apply solution and communicate the resolution to end user, management and other support personnel.

EDUCATION

University of Houston - C.T. Bauer College of Business, Houston, Texas

Bachelor of Business Administration in Management Information Systems Dec 2012

SKILLS

SAP, Workday, SharePoint, Visual Studio, UNIX, SDLC

Microsoft Office: Outlook, Word, Excel, PowerPoint, Project, Publisher, Visio, OneNote

Bilingual: English and Vietnamese

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