Customer Service Quality Assurance

Danh Nguyen

*** ********** ***** *** * Durham, NC 27713 919-***-**** ************@*****.***

Former Application / IT support, Customer Service Lead, and Quality Assurance Tester with academic background in computer science.

Hard working, available any time of the day.

Fast learner and master new skill required.

Education

Mississippi State University – Starkville, MS, 1998 - 2006

Majored in Computer Science Unfinished

Qualification Summary

5+ years supporting/troubleshooting computer hardware and software issues.

In-depth knowledge of branded and non-branded PCs, laser printers, laptops, and peripherals

Hands-on experience in hardware repairs such as video cards, motherboards, and hard drives in addition to a number of software programs

Knowledgeable in Windows 98 – Windows 10, Dos, and Android systems as well as Microsoft Office and Adobe Suites,

Familiar with Cisco Network and Telephony systems, SharePoint, Documentum, Salesforce, SQL, Oracle, Active Directory, Lync, WebEx.

Experience

Campbell Alliance (Inventiv Health Consulting Group) – Raleigh, NC

Application Analyst, (Apr 2014 – Aug 2015)

oSupported and manage users with Salesforce, SharePoint, Documentum, and other Custom Applications.

oMaintained data in Salesforce, SharePoint, and Documentum through scripting and SQL.

oTest changes in Salesforce, and SharePoint environments with developers.

oModified HTML/ColdFusion Code of company website for Marketing Department.

HCL – Cary, NC

Deskside Support, (May 2013 – April 2014)

oSupport, deployment, repair, and decommission client’s IT hardware for their users.

oUser Management – Manage Users in Active Directory, Lync, MS exchange, WebEx.

Service Desk Analyst, (Dec 2012 - Apr 2013)

oRemotely troubleshoot computer hardware/software via telephone and email.

oEscalate issues/request for tier 2 technicians.

oTicket management in Service Now system.

Funcom, INC – Durham, NC

Customer Service Associate, (2007 to 2008)

oAssist customers with account and software issues.

oReport, test, and produce test cases for bugs and issues the customer may be having with software design to quality assurance.

Quality Assurance Tester, (2007 & 2010)

oGameplay, Server-up, and Geometry testing.

oProduce design documents of new content for customer service department.

Customer Service Shift Lead, (2008 – 2012)

oAssist customer service representatives with issues they may be having with customers.

oMaintained schedule for the customer service representatives on shift.

oTrack the shift’s resolutions and survey rating from the customers.

Unistar-Sparco Computers INC – Starkville, MS

Shipping Associate, (2003 – 2005)

oShipped customer’s order, assist with managing inventory, maintained shipping supplies.

Shipping Manager, (2005)

oManage Company’s inventory. Maintain shipping supplies and computers.

oDealt with customer’s orders that required to be shipped from the main office.

Office Manager, (2005 – 2007)

oMaintained office computers and office.

oTroubleshoot employee technical issues.

oAlso data processing for company catalog.

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