ĐỖ ĐĂNG KHOA

• Championed a proactive approach to problem management by identifying potential risks before they escalated into significant issues.
• Acted as an escalation point for unresolved incidents, ensuring timely intervention and resolution of critical issues.
• Collaborated with cross-functional teams to identify trends in incidents and formulate proactive strategies to prevent future occurrences.
• Coordinated with vendors for third-party support, ensuring prompt resolutions of issues outside internal capabilities.
• Created detailed reports on problem management metrics, demonstrating process effectiveness and areas for further optimization.
• Maintained accurate records of all problems within the organization''s IT environment, ensuring full visibility into historical data when required for analysis or audits purposes.
• Developed and maintained a knowledge base of known issues, contributing to quicker diagnosis and resolution of reported problems.
• Organized regular discussions with IT teams to address ongoing incidents effectively.
• Oversaw post-mortem meetings after major incidents, fostering collaboration among stakeholders to address underlying issues effectively.
• Improved problem resolution times by implementing efficient tracking and monitoring systems.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Reduced incident recurrence rates through thorough root cause analysis and process improvement initiatives.
• Enhanced team productivity by providing comprehensive training on problem management tools and methodologies.
• Developed strong relationships with stakeholders across the organization, promoting transparency and trust in the problem management function.
• Streamlined communication between various departments, resulting in faster issue resolution and improved customer satisfaction.
• Implemented process automation tools to minimize manual intervention in the problem management lifecycle, increasing efficiency and accuracy.
• Tracked KPIs and created continuous improvement plans.
• Developed and implemented training initiatives for new hires.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

⦁ Streamlined IT support processes with effective ticket management and prioritization to prevent SLA time breach to ensure end-user and clients satisfaction.
⦁ Used ticketing systems to manage and process support actions and requests.
⦁ Compiled IT support procedures for team reference and consistent service standards.
⦁ Delivered timely solutions to technical problems by engaging IT support for hardware and software upkeep.
⦁ Coordinated closely with other technical teams to resolve any hardware or software issues affecting contact center operations promptly.
⦁ Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
⦁ Generated reports to track performance and analyze trends.
⦁ Drove improvements in service delivery by establishing clear communication channels between IT support team and end-users regarding mainframe operations or issues encountered.
⦁ Managed relationships with third-party service providers such as payment gateways, shipping carriers, and IT support teams to ensure seamless operations.
⦁ Offered assistance in implementing and developing training programs
⦁ Diagnosed and troubleshot hardware, software and network issues (Level 2 support and troubleshoot)
⦁ Collaborated with others technical teams to resolve platform-related challenges effectively.
⦁ Created user accounts and assigned permissions.
⦁ Monitored system performance to identify potential issues.
⦁ Responded to customer inquiries and provided technical assistance over phone and in person.
⦁ Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
⦁ Configured hardware, devices, and software to set up work stations for employees.
⦁ Installed and configured operating systems and applications.
⦁ Researched and identified solutions to new technical problems.
⦁ Improved IT support efficiency, creating detailed documentation for common issues and solutions.
⦁ Ensured seamless integration of new technology updates within existing systems by working closely with other technical teams during rollouts or upgrades.
⦁ Removed malware, ransomware, and other threats from laptops and desktop systems.
⦁ Acted as a liaison between end-users and higher-level IT support personnel when escalation was necessary.
⦁ Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
⦁ Managed inventory of computer equipment, standardizing hardware,software,operation systems configurations for ease of maintenance and scalability.
⦁ Improved IT support efficiency, creating detailed documentation for common issues and solutions (Through Knowledge Management).
⦁ Reduced IT support tickets by proactively addressing common issues and providing user training.
⦁ Drove improvements in service delivery by establishing clear communication channels between IT support team and end-users regarding mainframe operations or issues encountered.

• Monitored and maintained network and software components according to established guidelines and best practices.
• Improved network performance by monitoring, troubleshooting, and resolving complex technical issues.
• Supported global network users with connectivity, VPN, and access issues.
• Kept detailed documentation on each support ticket and added lessons learned to knowledge base.
• Maintained up-to-date documentation of network topology, ensuring easy reference for troubleshooting purposes.
• Facilitated knowledge sharing among team members through organized training sessions, fostering a supportive learning environment that promoted professional growth.
• Led preventive and corrective network and infrastructure maintenance requirements.
• Assisted in capacity planning efforts, analyzing resource usage trends to ensure optimal allocation for future demand projections.
• Supported the implementation of new technologies, assessing compatibility within existing infrastructure for seamless integration.
• Increased customer satisfaction by providing timely resolutions to client-reported issues and concerns.
• Reduced downtime with proactive identification of potential issues through regular network analysis and reporting.
• Collaborated with other network engineers to configure and maintain network monitoring and load balancing.
• Collaborated with cross-functional teams to optimize infrastructure systems efficiency and establish best practices.
• Leveraged monitoring tools such as Zabbix or Grafana to maintain real-time network visibility, enabling swift response times to potential issues.
• Coordinated with technical support, service provisioning and sales teams to deliver network services at or above SLA requirements.
• Contributed to the continuous improvement of team processes, identifying areas for optimization and recommending innovative solutions.
• Updated internal customers regarding open tickets and status of resolutions.
• Elevated security measures by conducting vulnerability assessments and implementing necessary countermeasures to protect sensitive data against potential threats.
• Exceeded SLA standards for response times and problem resolution.
• Created graphical reports to visualize network performance and uptime to management members.
• Recommended proactive approaches to leadership team to improve stability of infrastructure components.
• Played an integral role in disaster recovery initiatives, developing effective strategies for rapid response times under adverse conditions.
• Conducted root cause analyses following incidents, implementing corrective actions to prevent recurrence and maintain service quality standards.
• Managed MS Server and Workstation operating systems.
• Managed and monitored installed systems for highest level of availability.
• Provided 2nd level technical support and troubleshooting to internal and external clients.
• Assessed application efficiency, identified constraints, and worked with developers on implementation strategies.

⦁ Optimized project tracking by aggregating delivery status reports from diverse teams.
⦁ Communicated project updates to stakeholders at all levels.
⦁ Drafted status reports for clients to illustrate ongoing accomplishments and reassure customers of compliance with planned milestones.
⦁ Increased project visibility for stakeholders with transparent reporting on status updates and progress metrics regularly.
⦁ Negotiated contracts with vendors to secure the best possible resources at optimal costs for projects.
⦁ Established and enforced project timelines and deadlines.
⦁ Optimized resource allocation for improved efficiency and timely completion of projects.
⦁ Served as primary point of contact for external clients with delivery issues, promoting maximum customer satisfaction metrics for each interaction.
⦁ Managed risk effectively by creating contingency plans and closely monitoring project progress.
⦁ Monitoring and manage devices onsite remotely
⦁ Improved customer satisfaction by proactively identifying and resolving potential issues before release.
⦁ Reviewed solution architecture proposals to provide technical direction to associated personnel.
⦁ Resolved staff conflicts and identified potential areas of improvement.
⦁ Trained personnel on use of IT tools and applications.
⦁ Promoted knowledge sharing among teams to foster an environment of continuous improvement in the software development process.
⦁ Created and monitored compliance with delivery schedule milestones to support consistent progress toward internal goals.
⦁ Monitored and tracked project progress to support timely completion.
⦁ Conducted quality assurance to verify accuracy of data used in IT projects.
⦁ Devised test plans to validate accuracy of IT projects.