Hiếu Nguyễn

Experience

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  PASAL English Center

  Jan 2016 - Jan 2017

  Teaching Assistant

  • Assist the trainer in class, helping them with the lesson • Check and manager homework for students, assist them in improving their English • Teach extra classes for students who need it. • Communicate, assist with the native speaking teacher

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  FPT Information System

  Apr 2017 - Mar 2020

  IT Service Delivery Technician

  •Deliver IT service for clients, listed as below: 1.Toshiba Logistics Vietnam 2.Toshiba Asia Pacific 3.Albetta 4.Empire Logistics 5. Siam Cement Group 6. Mead Johnson / Reckitt Benckiser / ADSL 7. Firmenich 8. Expedia Group• Scoped are included but not limited: • Ticket management via ITSM tool ( SNOW, Remedy) • Laptop/Desktop/Audio-Visual/iPad/Phone equipment fix on fail (in situations, for simple issues e.g. cabling to peripherals, that cannot be fixed through remote access); • Asset Management • Vendor Management • ‘Smart Hands’ – providing resources to help out with projects ; • Desktop/PC equipment installation, moves, and changes (IMACs); • Site health-checks (checking all facilities are working, local staff have no issues); •Responsibility for services quality, SLA •Planning and deploy projects ( Details in the Project Coordinator section ) •Submit and Report ticket report to clients •Identify any potential problem and provide the appropriate action plans to prevent it. •Attend daily/ monthly meeting with client Show less

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  Monsanto Company

  Mar 2020 - Jul 2020

  Site Support Technician

  This position is responsible for working directly with site users to provide PC services (deployment, repair, upgrade), end user software services (Window, iOS, Mac), SmartHands services (network equipment, server room equipment, rack and stack) and facility services (mobile phones, iPads, UPS, A/V). Expertise in general workstation technologies required for Windows, MacBook and Mobile devices, including iOS and Android, Microsoft Office, deployment software, anti-virus and encryption software, basic networking skills, Remedy/Service now skills, PC deployment and repair skills. The position requires interaction with other backend IT teams and service providers, such as the remote Digital Service Center (DSC) team, Infrastructure team, Application team and Workplace Services team. Show less

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  ADM

  Aug 2020 - now

  • Be part of the regional IT/GT Field Service Management team to manage on-Prem Infra Services and End-User services mainly in Vietnam, Cambodia, Thailand, and other regions, if required.• Manage a team of IT field service engineers in Vietnam and Pakistan to ensure timely and efficient delivery of technical support and request fulfillment to our end-users.• Queue-managing for all incoming tickets to Vietnam, Cambodia, Thailand and Pakistan, ensuring defined service SLAs are met for assigned tickets.• Monitor and manage the performance of the managed team, including conducting performance reviews and providing coaching and training as needed.• Propose ideas for regional performance improvement as well as improving service quality.• Ensure end-user satisfaction by maintaining contact with the local business at every site either by remote communication or site visits.• Improve technical support service quality results by documenting resolved cases, evaluating, and re-designing EUC processes; establishing and communicating service metrics.• Coordinate internal resources and third parties/vendors for the flawless execution of projects.• Ensure compliance with Infrastructure services according to global policies (e.g. IT Security, SW Licensing, Procurement, Cost Accounting, &, etc)•Maximize end-user self-help operational performance by continuously training and providing users with guidance on what should they do, and how to fully utilize the support from Global Technology Org.•Other tasks assigned by End-User Compute Manager of APAC Show less • Providing regional support: Support users within APAC ( Vietnam, Indonesia, Thailand, etc ) as Tier 2 Support.• Ticket management for Vietnam queue, responsible for all incoming tickets for Vietnam, ensure tickets are resolved within SLA, whether it's assigned to my team or other teams• Work with other teams ( DCS, GICS, etc ) to ensure tickets are resolved properly within SLA and make sure of customer satisfaction.• Attend weekly ticket review meeting, report any abnormal ticket ( both for INC and REQ ticket), and suggest the appropriate actions to resolve/ prevent• Working on improving the end-user experience for using SNOW by collecting feedback and discuss with the backbend team on how to improve SNOW Portal• Stock management and Procurement• Coordinate with Global teams on global projects Show less

  • IT Field Service Manager- Vietnam, Cambodia, Thailand & Pakistan

    Sept 2022 - now

  • End-User Computing- Field Support Technician

    Aug 2020 - Sept 2022