Project Management Technical Support

CHRISTINA TRUONG

: 408-***-**** *****************@*****.*** Education: CSU Hayward - B.S in Comp Science ABOUT ME

o Motivated and detail-oriented project management professional, passionate about turning ideas into reality

o Proven ability to plan, organize, execute, and monitor tasks while leading cross-functional teams o Strong time management, prioritization skills with a focus on meeting deadlines & delivering results o Skilled in building and managing relationships with diverse business stakeholders o Adept at solving complex problems and driving issue resolution across departments o Highly organized with a commitment to maintaining accurate and thorough documentation o Thrive under pressure; able to balance competing priorities with urgency and efficiency o Excellent interpersonal, analytical, leadership, verbal, and written communication skills o Proficient in project/event management, cross-team collaboration, and delivering exceptional customer service

TECHNICAL SKILLS

o Certificate in Prompt Engineering for ChatGPT

o Certificate in Generative AI Essentials

o Certificate in Generative AI with LLMs & Intro to Large Language Models o Google Project Management Certificate, January 2025 o Strong experience in Enterprise Reporting applications in SaaS or stand-alone environment o Splunk, Confluence, LDAP, Zendesk, Siebel, WebEx, Salesforce, Okta, Informatica DQ, AWS o Oracle DB, MS SQL, DB2 *WebSphere, BEA, Weblogic, Tomcat, CodeGenius EXPERIENCE

Apple Inc. Sr. Application Support Engineer December 2018 – Present

§ Own end-to-end resolution of production technical issues, including root cause analysis and coordination across teams

§ Manage Release Awareness initiatives, overseeing planning, scheduling, documentation, and cross- functional collaboration

§ Lead a global Training Program Project that accelerated onboarding for new support team members, reducing ramp-up time and improving team readiness

§ Partner with QA, Engineering, and Project Management teams to support new project rollouts and product go-lives

§ Collaborate on high-risk issues, ensuring timely resolution and clear stakeholder communication

§ Spearheaded recent product launches for Quota App and ISDS OpenSearch, managing project coordination, timelines, and successful deployment

§ Maintain detailed documentation and support process improvements to drive team efficiency and knowledge retention

Informatica Sr. Technical Support Engineer October 2017 – Dec. 2018

§ Analyzed and resolved technical issues related to the Data Quality application, including performing detailed root cause analysis

§ Managed communication and expectation-setting with customers at all levels, fostering strong and positive relationships

§ Contributed to problem escalation processes and call prevention projects

§ Set up in-house environments to replicate issues for troubleshooting and resolution Host Analytics Financial Support Consultant November 2015 – Dec. 2017

§ Managed key customer accounts, providing proactive support and building long-term relationships through consistent communication and problem resolution

§ Investigated and resolved complex technical issues, performing root cause analysis and replicating issues in-house to ensure effective solutions

§ Created and maintained technical documentation, including Knowledge Base articles and FAQs, to streamline support and enable customer self-service

§ Collaborated across Project Management, Development, Customer Success, and Support teams to coordinate successful product launches and updates

§ Worked closely with developers to reproduce high-impact issues, identify interim workarounds, and contribute to permanent fixes

Oracle Principal Technical Support Engineer May 1999 – Oct. 2015

§ Managed customer escalations through to full resolution, performing root cause analysis and providing timely workarounds

§ Translated high-level customer and application needs into clear, detailed technical requirements for development teams

§ Coordinated cross-functional efforts to support all stages of project delivery — defining scope, prioritizing tasks, scheduling milestones, tracking progress, and proactively communicating status to stakeholders

§ Played a key role in a Big Data project, facilitating integration efforts, aligning technical requirements, and ensuring successful delivery across infrastructure and data teams KLA-Tencor Sr. System Integration Engineer October 1995 – Dec. 1998

§ Collaborated with internal teams to define and implement support best practices, improving operational efficiency and service quality

§ Defined hardware and software configuration requirements; recommended tailored solutions to meet customer needs

§ Supported the Marketing team with pre- and post-sales efforts, assisting potential customers with technical insights and solution validation

§ Worked closely with Project Management on new product launches; liaised with Development teams to relay customer requirements and address product issues

§ Delivered on-site customer consultations and conducted hands-on training sessions to ensure successful product adoption

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