Experience

• 

  Minh long i co., ltd.

  Aug 2010 - Nov 2011

  Monitoring specialist

  - Observe manufacturing process.- Deploy production. - Write weekly producing report.

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  Mekong development bank

  Nov 2011 - Dec 2012

  It specialist

  - Manage IT assets- Troubleshoot hardware and software issues- Helpdesk* Support IT Home-Office "New IT Landscape" project, support A-team training.

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  Alcamax

  Mar 2013 - Jun 2014

  It support specialist

  - Manage hardware, telephone and computer system, internal and external network- Ensure stability of operation - Resolve hardware/software issues- Responsible for all internal network construction and installation - Helpdesk

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  Velite communication group

  Nov 2014 - Apr 2015

  Channel observer

  - Observing and monitoring TV channels - Troubleshooting for incidents- Solving issues on devices and TV channel services

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  Lazada group

  Oct 2015 - Mar 2020

  - System health check and incidents monitor.- Response to system alert.- Prioritizing incidents/problems based on impact and urgency.- Escalate and co-operate across teams to solve incidents/problem.- Analyze incident root cause.- Implementing, maintaining and controlling the quality of data in the problem Known Error Database.- Proactively promote the adoption of the process and use of the Known Error Database to prevent incidents.- Communicate with teams to define incidents handling process. Show less

  • Associate, Technical- Incident Management - Global Operations Center

    Apr 2018 - Mar 2020

  • Senior Support - Service Desk - 911 team

    Oct 2015 - Mar 2018
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  Robert bosch engineering and business solutions vietnam

  Apr 2020 - Dec 2021

  Senior engineer

  • Record, categorize, resolve, escalate tickets.• Troubleshooting and reaction on warnings/ alerts of applications.• Feedback promptly to teams inquiries in professional manner (email, skypegroups)• Hand on experience on monitoring systems: Grafana , Azure monitor, AWScloud watch, Icinga , Datadog , Newrelic.• Attending on monitoring and supporting for every OS monthly patching,regular application patching. Scheduling downtime, record, categorizemaintenance calendar. Handle customer communication pre maintenance andpost activity actions.• Attending on improvement process meeting. Sharing ideas and suggestions. Show less

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  Binance

  Jan 2022 - Aug 2023

  Technical support engineer

  Technical support(TechOps), scope: C2C/P2P- Perform analysis on bug report, checking logs, raise ticket for bugs and categorize accordingly.- Coordinate with operation team, BU owners and relevant department for changes/update in production.- Announcer for update/change in team.- Audit tickets and perform update on document, troubleshooting instruction for common cases.- Request on new feature to enhance user experience.- Suggest for update on SOP.

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  Be group

  Oct 2024 - now

  Technical support engineer