Senior Application Support & IT Infrastructure
Resume:
PHONG NGUYEN
Senior Application Support
linkedin.com/in/nguyenthanhphong1287
********************@*****.***
Ho Chi Minh City, Viet Nam
CONTACT PROFESSIONAL SUMMARY
Results-driven Senior Application Support with over 7 years of experience managing, operating, and optimizing robust IT infrastructure within multinational corporations, including Bosch Global Software Corp. Possesses solid expertise in networking, security, Linux, ITIL processes, and the Microsoft/Google ecosystems. Highly skilled in implementing security protocols, executing Identity and Access Management (IAM), driving workflow automation, and building centralized technical wikis. A logical thinker and adaptable professional committed to maximizing system performance and ensuring business continuity.
CORE SKILLS
WORK EXPERIENCES
Cloud & Microsoft 365 – Azure AD, Intune, Autopilot, Teams Phone, Microsoft 365, Google Workspace Networking & Infrastructure – SD WAN, VPN, DHCP/DNS, Firewalls, Access Points, Core Switch Systems & Tools – Windows Servers, SAP Basic Support, Active Directory, JIRA, ITSM, ITIL, Confluence, Okta Verify, BeyondTrust Remote Support, LogMeIn, TeamViewer.
Security & Governance – MFA, Endpoint Compliance, CCTV, Access Control Other – Vendor Management, IT Procurement, Project Coordination and Management Design, build, and maintain scalable CI/CD platforms, pipelines, and workflows to accelerate software delivery Partner with development teams to ensure applications are built with scalability, resilience, security, and performance in mind.
Hands-on experience with cloud platforms such as AWS, Azure Dynamics 365 CRM administration and support experience Senior Application Support
Investigate and manage incidents affecting the functionality, availability, and performance of core applications. Support and maintain: Dynamics 365 F&O (inc. Precision Forms), D365 Sales. Manage security profiles and undertake performance tuning and scaling across supported systems Collaborate with developers and SREs to improve system reliability and efficiency. Participate in a one-week monthly on-call rotation, providing 24/7 support to respond to incidents and maintain service continuity.
Document operational procedures and contribute to incident postmortems and root cause analysis. Manage secrets, access control, secure configuration, and compliance with internal/customer security policies. Standardize release workflows and improve deployment reliability. Bosch Global Software Technologies Vietnam (5/2025 - 6/2026) System Administrator
Own and resolve Level 2 support tickets end-to-end via ITSM, targeting 90% resolution without escalation Investigate and manage incidents affecting the functionality, availability, and performance of core applications
Collaborated with our exceptional teams, client technical experts, executives, and partners to deliver top- notch solutions during implementation.
Strong experience in monitoring and maintaining networks, servers, and technology tools, ensuring systems operate efficiently and securely. Skilled in upgrading, installing, and configuring hardware and software to meet business objectives.
Deployed Microsoft Teams Cloud Telephony, enabling unified communications and regional enterprise calling. Delivered Level 1–2 support for regional users, maintaining SLA response/resolution targets and managing incidents via JIRA.
Coordinated with Germany and India HQ and global teams to troubleshoot SAP issues and address cross regional IT dependencies.
Administer Microsoft Office 365, including Exchange Email System Dialectica (6/2023 - 3/2025)
Senior Technical Support Specialist
Administered AD configurations, directory services, and user access control. Provide superb technical system and user support by responding to calls, emails, and other requests for technical support.
Managed Microsoft 365, Google Workspace, and internal business applications (Back Office). Develop processes for escalation to Tier 2 and Tier 3 support teams Act as an escalation point for critical incidents or if difficult or controversial calls are received. Ensure service levels are achieved in line with customer expectations and published SLAs. HCL Corporation - International School Project (8/2021 - 6/2023) IT Application Support
Provided remote Level 1–2 support for US based company staff using secure diagnostic tools. Managed Microsoft 365, Google Workspace, Exchange, AD, DNS/DHCP, file servers, and systems. Assisted security initiatives including MFA enablement and domain/email migration. Supported automation via scripting (HTML, C++, MySQL, JavaScript) to streamline troubleshooting and repetitive tasks.
Restart and Repair Processing of the Correction Service Coordinate with the L2 team
Vihat (8/2019 - 8/2021)
ACCOMPLISHMENTS
Migrated a bulk of users from Skype Business into Microsoft Teams Deployed Microsoft Teams Phone System across all APAC offices. Managed network, CCTV, and core systems deployment for multinational companies. Deliver end-user training, onboarding activities and maintain up-to-date system documentation Designed and migrated HCL’s IT room and network topology during office expansion. CERTIFICATIONS
Microsoft Certified: Azure Fundamentals (AZ 900)
Jira Administration
Microsoft 365 Certified Fundamentals (MS 900)
Implementing Microsoft 365 Solutions
AWS Technical Professional
EDUCATIONS
Viet Nam Aviation Academy
Bachelor of Information Technology in Aviation
TOEIC Certificate: 855 Points
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