Manager Support

Trang T. Pham

San Jose, CA 408-***-**** ************@*****.***

OBJECTIVE

Jive Community Manager position.

SUMMARY

Strong background in technical, business, IT support process/reporting, software release, accounting and project management.

Over 10 years experience in IT application support and business areas.

Analytical, detail oriented, problem solver with excellent communication skills to work with cross-functional teams and customers resolving issues.

Proven success in resolving complex issues, generating excellent reports, establishing and maintaining effective customer relationships.

Recognized for teamwork and consistently managed and completed projects on time.

Familiar with:

oProgramming languages: C, COBOL, SQL, HTML

oOperating systems: Unix, Windows, Linux

oApplications: Jive, Web Trends, LDAP, Oracle, JIRA, MS Office, Dashboard, PeachTree, Veritask, 571-L CFS, Hyperion, Knowledge Management, FrontPage, MS Access, MS Project, BroadVision, Quality Center, Activcard/Radius, SiteMinder, Service Manager, Sharepoint, Content Management, Trados.

EDUCATION

Master in Business Administration (MBA), California State East Bay, Hayward, CA

B.S. Business Administration, San Jose State University, San Jose, CA

Concentrations: Finance and Management Information Systems. Minor: Mathematics

ITIL Certification – HP Education Center

EXPERIENCE

Kim Family - Domestic Manager 2013 - Present

Produced and nurture an energetic child. Responsible for household’s efficient operation and proper maintenance.

Manage time, budget, and multiple projects. Perform multiple functions as mother, wife, teacher, accountant, property manager, project manager, housekeeper, and student.

Earned California State Life and Health Insurance License through self-study and self-motivation.

Hitachi Data Systems, Business Analyst - Contractor 2011 – 2013

Led the functional test for Jive application upgrade. Gathered requirements and wrote test cases for functional test and load test which including system, data, authentication, and new functions validation.

Delivered test plan and coordinated the UAT testing with HDS Community and business partner community. Reported defects, generated metrics and communicated the testing results to upper management, team members, and vendor. Worked with IT teams, vendor, and project manager to ensure issues were resolved on-time and aligned with the project go-live date.

Reviewed and presented the deployment plan to the business team. Worked with the deployment team to launch multiple Jive releases which included application upgrade and launching new application for partners.

Created and updated metrics for stabilization period. Monitored support forum to ensure customers’ concerns and issues were investigated and resolved timely. Created FAQ document to help the customers to resolve issues quickly.

BlueCoat Systems Inc., Jive Applications Support Specialist - Contractor 2010 - 2011

Quickly learned Jive application and provided support to internal BlueCoat users. Troubleshot, resolved support tickets and improved customer satisfaction by ensuring issues were well-documented and communicated to the users. Resolved and closed 100% support tickets.

Identified areas that need to be improved such as support documentation, support processes, support test cases, roles and responsibilities, and SLA. Worked with the business team to define support processes and roles and responsibilities. Improved team work and support tickets’ turn-around-time with clearly defined processes.

Generated and analyzed the monthly application support metrics. Provided data to the business team and upper management. Documented and communicated bugs/issues to the business and IT management team. Stabilized the application and improved customer satisfaction.

Cindy Cheng CPA Firm, Accountant 2010

Reviewed the customers’ financial data and classified expenses into the correspondent accounts according to the chart of accounts. Prepared and delivered the monthly, quarterly and yearly general ledger, credit card, cash expense, payroll, sales and bank reconciliation reports.

Assisted with payroll tax and business property tax preparing and online filing activities. Completed the payroll training and documented the processes to build the knowledge database and save training time.

Hewlett Packard, Support Lead/Service Delivery Manager 2004 –2009

Gathered, reviewed, and analyzed monthly support delivery statistics. Identified opportunities for improvement and created processes to prevent problems and improve customer satisfaction. Saved time and resources by reducing 50% ticket volume.

Established Service Level Agreements (SLA) with terms, conditions, and end-to-end support process. Eliminated confusion and reduced number of weekly meetings from three to one.

Researched, analyzed, identified and presented key issues and potential impacts during early project life cycle. Influenced management to review and make strategic decisions. Stabilized system and saved time for 1000+ users.

Collaborated with support engineers in India and Mexico to establish effective working relationship with business, vendor and development teams. Consistently resolved problems and quickly restored services.

Coordinated meetings and communications as incidents were escalated. Was the support team’s focal point of contact during escalation. Worked with different teams to quickly bring escalation to closure. Improved support services and avoided possible future escalation by conducting post-mortem meetings and communicating results.

Managed multiple Content Management projects simultaneously and successfully coordinated the go-live deployment (DCC – new data center) with vendor, support, business and development teams.

Hewlett Packard, Support Engineer 2000 –2004

Provided 24x7 support to internal and external HP customers of worldwide content management, security, and e-commerce applications. Troubleshot, resolved support tickets and improved customer satisfaction by ensuring issues were well-documented and communicated to team members and customers. Reduced tickets by working with development team to deploy software bug-fixes releases to production environment.

Coordinated monthly meetings with partners to review support ticket statistics and resolve issues.

Coordinated and trained global support teams in Mexico and India delivery centers. Maintained highly-rated service level by providing excellent training and documentation.

Supported, monitored and maintained complex production security environment consisting of multiple webservers (Apache, IIS, and Iplanet) and platforms (UNIX, Windows).

Information Systems Analyst, Tandem Computers/Compaq 1997 - 2000

Provided 24x7 marketing and finance applications support to internal Tandem/Compaq users. Monitored and troubleshot issues to maximize application up time for sale representatives to generate quotes to customers. Assisted the finance department with the fiscal year closing activities. Ensured applications and required reports were functional and timely available.

Worked on General Ledger and Payroll month-end closing processes with finance department. Ensured detailed steps were completed accurately and on time so that 6000+ employees received their paychecks.

Contact this candidate