Nguyễn's Resume

Nguyễn

Technical Support Engineer

Ho Chi Minh City

Nationality Vietnam

Summary

I completed studying International Business at the University of Economics and Law. From my academic, I believe I have knowledge of Logistics, Supply Chain, Market research, and other business-related fields. I have a year of working in a Back Office role which covers so many functions including Administration, Procurement, and Servicing. In the meantime, I also have 2 years of working as a freelancer in a technology company in which I support customers to use the company application, resolve their problems and inform bugs to production team. I have experience and interest in the SAP system. My English is at 920 TOEIC level and I am still learning Chinese as well. Outside of work, I enjoy playing the piano.

Work experience

Technical Support Engineer
iTechwx
2024.11-Current
(2 years)
Represent Microsoft and communicate with customers on Microsoft Office 365 Product Provide in-depth technical support for Microsoft 365/O365 products (Exchange Online, SharePoint Online, Teams, OneDrive, Azure AD, etc.). Troubleshoot and resolve complex customer issues, collaborate with peers, product engineering, and other internal teams. Deliver accurate problem diagnosis and follow up with customers to ensure full resolution. Document technical solutions and processes to support internal knowledge base development. Maintain a high level of customer satisfaction through effective communication, ownership, and timely resolution. Contribute to product improvement by providing customer feedback to engineering teams. Assist in mentoring junior team members and sharing best practices. Show less
Customer Support
fireapps.io
2022.05-2025.02
(3 years)
Promptly respond to customer issues/requirements via live chat and email. Troubleshoot and resolve basic issues; educate new users on the app. Debug and diagnose technical issues in-app or storefront (Shopify platform), collect detailed information, escalate completed issues to higher-level technical support, including QC/dev team with CRM tool. Follow up with both team and customer to ensure seamless communication and optimize solution, workaround. Report anomalies or recurring errors to leader, suggest new features for the product team to improve the application. Enhance the overall customer experience, receive positive feedback, and convert into app store reviews. Show less
CSE
Jebsen & Jessen Group
2023.06-2024.10
(a year)
Procurement: search for suppliers, create PR-PO in SAP system, collect vendor’s invoices, post payment. Logistic assistance: check import documents, HS code, and customs declaration. Warehouse assistance: post Goods Receive, post Goods Issue, prepare Delivery Note, Inventory check. Customer support: receive issues from customers, prepare contracts, payment documents, and issue VAT invoices. Administration: arrange meetings, manage service schedules, and other admin activities.