LE MINH DUC
TEAM LEADER
HCMC
Summary
A dedicated Team Leader with over 5 years of IT experience, including 2 years in management. Currently leading an 8‑member Service Desk team to deliver reliable IT services following ITSM standards. Strong in both process management and people management, with the ability to use programming skills to improve daily operations and create practical automation solutions.
Overview
6
6
years of professional experience
6
6
Certifications
Work History
IT Service Desk Team Leader
Home Credit Vietnam
04.2024 - Current
- Diagnose and troubleshoot technical issues, including account management, internal services and applications, network and system issues.
- Take responsibility of managing a Service Desk team, ensuring HCVN IT services running at utmost quality.
- Perform incident and problem management tasks on diverse systems but strictly according to documented procedures.
- Manage and take decisive actions based on Monitoring and Alerting systems (including Splunk, Icinga2, Grafana and Azure DevOps).
- Coordinate incident, root cause analysis process from start to end with all internal and external parties, SMEs (Subject Matter Expert).
- Enhancing team workload and processes with side projects, all followed with Agile Scrum or Kanban methodology.
- Provide No-code to Low-code automation solutions with Microsoft PowerApps and Microsoft Power Automate.
- Build automation tools and scripts to automate resolving recurrent day to day tickets on Jira Service Desk.
- Create and enhance processes of ITSM scope of works, strongly adapted to business change with local technical member and subordinates. Providing new solutions on current IT Service Management processes.
- Designing and contributing documentation on Azure DevOps to provide a knowledge base for team members during collaboration with many other technical teams and business team in Fintech fields.
- Currently managing multiple projects to enhance the team and IT Department as a whole.
Senior IT Service Desk Specialist
Home Credit Vietnam
02.2022 - 03.2024
- Conducted periodic audits of service desk operations to ensure compliance with internal policies as well as industry standards such as ITIL best practices.
- Optimized workflow efficiency by creating detailed documentation of service desk procedures and best practices.
- Streamlined service desk processes for quicker issue resolution and increased client satisfaction.
- Enhanced team productivity by effectively delegating tasks and managing workload distribution.
- Developed comprehensive knowledge base articles to facilitate efficient problem-solving among team members and promote self-service options for endusers.
IT Service Desk Specialist
Home Credit Vietnam
02.2022 - 10.2023
- Expedited issue resolution through clear communication between end-users, technical teams, and vendors.
- Established strong rapport with clients by consistently providing timely updates on ticket status and expected timeframes for issue resolution.
- Collaborated with cross-functional teams to identify root causes of recurring issues, implementing long-term solutions that improved overall system stability.
- Engaged in user support interactions via telephone, chat and email platforms.
IT Services Audit Staff
KPMG Limited
01.2021 - 02.2022
- Support end-users with basic technical issues revolving M365 services, applications support.
- Take part in creating and testing many M365 solutions based on user needs (PowerApps, Power Automate, Sharepoint Online).
- Managing, repairing, replacing and processing warranty for IT equipment (laptops, PCs, office printers and conference devices).
- Building custom Windows image from KPMG Global Desktop for business deployment.
- In charge in managing Avaya VoIP solutions, access doors and camera systems.
IT Service Desk
Mirae Asset Finance Co.
10.2019 - 01.2021
- Working as a contact point between users and IT department. Mainly supporting remotely for local employee issues.
- Collaborate with various IT departments to ensure business continuity and quickly response to requests.
- Assisting in monitor IT services, and resolving minor Tier 1 end-user problems.
IT Intern
Athena Group
09.2019 - 12.2019
Education
Bachelor - Information Assurance
University of FPT
01-2021
Skills
Team management
Project coordination
Continuous improvement
Application support
Incident management
Power Platform
Python
User support
Performance optimization
Certification
Identity and Access Administrator Associate
Timeline
IT Service Desk Team Leader
Home Credit Vietnam
04.2024 - Current
IT Service Desk Specialist
Home Credit Vietnam
02.2022 - 10.2023
Senior IT Service Desk Specialist
Home Credit Vietnam
02.2022 - 03.2024
IT Services Audit Staff
KPMG Limited
01.2021 - 02.2022
IT Service Desk
Mirae Asset Finance Co.
10.2019 - 01.2021
IT Intern
Athena Group
09.2019 - 12.2019
Bachelor - Information Assurance
University of FPT
NOTABLE ACHIEVEMENTS
Java-OOP Red Developer (Awarded by FPT University), Top 10 team FUCTF 2019