Summary
Overview
Work History
Education
Skills
Hobbies and Interests
References
Timeline
Generic

Judy Nguyen

Braybrook,VIC

Summary

Dynamic Application Support Engineer with extensive experience at Leidos Australia, excelling in ITIL processes and technical troubleshooting. Proven track record in enhancing operational reliability and user satisfaction through effective systems administration and root cause analysis. Skilled in SQL and committed to continuous improvement and team collaboration.

Insightful application support engineer bringing several years of user support and application knowledge to contribute to the team. Well-versed in technical issue resolution and root cause assessment. Aiming to contribute value to a professional opportunity through dedication and commitment to customer satisfaction.

Strategic application support engineer skilled in providing efficient resolution to application issue through troubleshooting and performance enhancements. Offering several years of positive industry contribution to bring value to a professional role.

Overview

25
25
years of professional experience

Work History

Application Support Engineer

Leidos Australia PTY LTD
07.2016 - Current
  • Application Support (Level 3- 4) Role (Jul 2029 – now)
  • Responsibility: Application Support under ITIL process and procurements.
  • Key tasks: Provide systems administration, monitoring and Level 2 and Level 3 ITSM support for mission system applications and development centre software tools. Provide technical support and troubleshooting of technical issues and ensure continual operations of services to meet required KPIs. Interact with users, other service providers and evaluate vendor products.
  • - Service Desk: perform level 3-4 technical support such as: System monitoring and reporting, including ongoing process improvements to enhance operational availability and reliability.
  • Provide system administration, monitoring at level 2 and level 3 technical support using Elastics/Kibana monitoring and reporting tools.
  • Completing incident ownership including triage, investigation, escalations and post incident follow up using JIRA/Confluence and HSMS ticketing system.
  • Performing root-cause analysis of application related issues and recommend solutions, liaising with other ITSM service towers and end users as required.
  • Installation/deployment of software updates, patches and fixes in line with procedures and processes, including change management; utilise the Nifi Edges/Clusters, Solr database, Jenkins and ansible scripting tools.
  • Performs development, SIT, UAT and post deployment tests to verify the deployment successful using ALM, Test-cafe and manual testing tools.
  • Creating and maintaining system and operational documentation, including the creation and maintenance of Knowledge Based Articles for the Level 1 Help Desk using JIRA/Confluence

Consultant/Technical Test Analyst

Computer Sciences Corporation (CSC Australia) PTY LTD
06.2015 - Current
  • Warehouse Management System (Defence-Linfox WMS project Jun 2015 to Apr 2016): Client: Defence CIOG – Linfox Warehouse Management System (Baseline Clearance)
  • Responsibility: Test Lead, design, writing and executing test cases for Engineering and System Integrated testing within an Agile Environment (Using HP-ALM-QC tools).
  • Key Tasks: Performs test lead role in WMS (SAP) development acceptant test.
  • - Report the status and progress of test activities and services being performed to the Test Manager.
  • - Assist in Defect Management activities in UAT, including defect identification, reporting, attending triage, and assisting in retesting of remedied defects.
  • - Analysis of requirements and specifications to develop test cases, scenarios, stubs and outputs.
  • - Assist with the analysis of problems and issues and provide direction to stakeholders and management to possible solutions (where applicable);
  • - Engage with MILIS SME, business users, business analysts and software developers to ensure that solutions developed meet the acceptance criteria and are to the required standard (under the guidance of the Test Manager);
  • - Deliver quality application change across various platforms through analysis, planning, creation, traceability and execution of (Functional and Non-functional) Test designs, cases and procedures.
  • - Acquire and analyse all relevant documents for assigned projects to determine testing requirements.
  • - Analyse, create and execute test cases for all assigned projects/enhancements.
  • - Perform test execution of system integration testing using appropriate tools and technologies and following defined processes.
  • - Perform test execution on Acceptance Testing, Systems Integration Testing, End to End and Regression Testing phases in both MILIS and WMS system.
  • - Testing interface from MILIS to DEBI and DEBI to WMS.
  • - Raise defects found during testing escalating in accordance with set procedures.
  • - Assist in preparation of test documentation such as Test Plans, Test Summary and status reports.
  • - Maintaining the Quality Assurance process of testing activities.
  • - Application of the release test strategy and customise release Test Plans according to scope.
  • - Analyse business requirements to develop test cases relating to specific functional and non-functional requirements.
  • - Liaise with delivery and project team(s) as required regarding the testing of assigned issues or defects, recommend problem resolution strategies, and to resolve testing issues or defects.
  • - Conduct regular audits and reviews of test assets and provide recommendations to improve their efficiency and effectiveness.
  • - Collaborate with Senior Technical Specialists, Senior Test Analysts and the Test Manager to automate and integrate testing assets into the software development lifecycle (where required);
  • - Participate in the development of regression test suites using automated testing tools (where in use).
  • - Coordinate and/or conduct user acceptance testing and sign-off.

Consultant/Test Analyst

Alcatel Lucent PTY LTD
02.2014 - 04.2015
  • OSS Network Monitoring and Controlling System: Client: Telstra– Defence Engagement Business Unit (DEBU) – JP2047 Monitoring and Controlling (MandC) Tower. (Baseline Clearance)
  • Responsibility: Design, writing and executing test cases for Engineering and System Integrated testing within an Agile Environment (Using HP-ALM-QC tools).
  • Key tasks: Mapping requirements and detailed design document to write test cases.
  • Writing SQL queries and mapping data for data warehouse testing.
  • Prepare data and devices configuration for engineering test and system integration test.
  • Analysing, revolving complex issues.
  • Raise defects and retest defects.
  • Performs quality assurance, peer review test cases and mentor the junior members.
  • Software installations: Syslog-Splunk, uCMDB application.
  • Functions and Applications tested: Data Warehouse: using ETL Datastage job run on data bases: DB2, SQLServer, TCR.
  • Enportal/Aboard: using Enportal/Dashboard application to test LDAP login, access to all MandC applications and data selecting from data warehouse.
  • Tivoli Network Management Performance: testing all devices configurations, threshold, discovery and traffic reporting.
  • HP-SM9: testing incident management, change management, problem management and service fulfilments functions (HP-ITSM).

Consultant/Technical Support

Communication Design & Management PTY LTD
04.2010 - 12.2014
  • Cargo Visibility System (CVS): Technical Support (Level 3- 4) Role
  • Client: Defence Materiel Organisation (DLSS) Department of Defence
  • Responsibility: Service Operations and Service Transition under ITIL process and procurements.
  • Key tasks: Incident Management: all incidents that cannot be resolved at level 2. Provide guidance to level 2 when require. Contact end user to clarify incidents and provide solutions.
  • SME support: provide functional support to Cargo Visibility Ingres application (version 31208). Liaison with CVS end user and JLC management user to gather requirements.
  • Service Desk: perform level 3 technical support such as: Database administrator using Ingres database management tools. System administrator using Unix shell scripting and Perl scripting programming. Web page development using Front page/Java/HTML development tools. Ingres Application development using RBF/ABF development tools.
  • Service Transition/ Change Management: Provide functional design, technical design, UAT testing and implementation documents to change management for CVS version 31208 and CMDS development.

Consultant/Technical Support

SabraSoft PTY LTD
04.2007 - 12.2009
  • Cargo Visibility System (CVS): Technical Support (Level 2- 3) Role
  • Client: Defence Materiel Organisation (DLSS) Department of Defence
  • Responsibility: Data base Administrator and Help desk support
  • Key tasks: Perform level 3 technical support such as: Database administrator using Ingres database management and development tools. System administrator using Unix shell scripting and Perl scripting programming. Web page development using Front Page/Java development tools. Ingres Application development using RBF/ABF development tools.
  • Provide functional design, technical design, UAT testing and implementation documents to change management for CVS version 31207 development.

Test Analyst

Computer Associates PTY LTD
01.2007 - 04.2007
  • Identity and Access Management project: Test Analyst Role
  • Client: ANZ banking group, this is the largest account and the first banking client of Computer Associates.
  • Application software: Identity and Access Management written using Java J2EE development tools.
  • Key tasks: Executes test script, record results and report defects to Test Manager to test the Identity and Access Management application for ANZ project.
  • Result: Project has been successfully passed the 1st milestone to hand over the beta application to client.

Software Developer

AAPT Limited PTY LTD
10.2000 - 11.2006
  • Responsibilities: Liaison with Finance/Billing staff to gather requirements.
  • Analyse user requirements, follow the AAPT – PDF guideline to produce relevant document such as: Impact Analysis, High Level estimation, Functional Design Specification / Maintenance Design Specification, Test plan and Implementation plan, User guide.
  • Develop and support the MIFS application system (account/finance management and billing/invoicing system for IP products- Connect Customers and Products).
  • Using development tools: Power Builder V6.5, PL/SQL, Unix, PERL(CGI) and Java.
  • Set up UAT testing and execute integration testing for IP product Invoice –Billing Application.
  • Projects: IP (Connect) – Tallyman Early project: Lead Developer Role.
  • Key tasks: Design and Develop data extraction process to extract IP (connect) customer, payment and billing records, sending to Tallyman sub system (to be uploaded on third party system).
  • Analysis functional requirement and produce Technical Design documents.
  • Develop the data extraction process.
  • Support UAT testing.
  • Provide implementation plan and technical user guide.
  • Support Implementation and quality assurance.
  • Result: Project has been successfully implemented for Credit Business Unit to process outstanding payments and contact customers with outstanding payment to recover more revenue for AAPT.

Education

Post-graduate - Accounting Conversion course

Victoria University
Melbourne, Australia
01.1992

Bachelor of Applied Science - Mathematics and Computing

Victoria University
Melbourne, Australia
01.1990

Skills

  • Application Support Engineer
  • ITIL process compliance
  • Service desk operations
  • Application support
  • Systems administration
  • Technical troubleshooting
  • User acceptance testing
  • Consultant
  • Technical Support
  • Technical Test Analyst
  • Lead Developer
  • Consultant/Developer
  • RDBMS
  • SOLR
  • ORACLE
  • Ingress
  • Sybase
  • MS Access
  • SQL
  • PL/SQL
  • Perl
  • UNIX
  • Ansible
  • Cobol
  • DB2
  • Business Analysis
  • Data Analysis
  • Reporting
  • PowerBuilder
  • Python
  • Multi-environment experience
  • Functional Specification
  • Technical Design Documentation
  • High Level Estimation
  • ITIL
  • Elastic
  • Kibana
  • Nifi
  • Keycloak
  • Systran
  • Abbyy
  • SAP
  • SOAP UI
  • Postgres
  • Mariadb
  • Plus
  • Unix Shell Script
  • Unix Utilities
  • Data Stage
  • Data Modelling
  • Visio
  • Web Development
  • HTML
  • MS Excel
  • MS Word
  • Windows NT
  • SUN UNIX
  • HP9000
  • MS-DOS
  • Operating Systems
  • Problem solving
  • Effective communication
  • Team collaboration
  • Requirement analysis
  • Quality assurance
  • Continuous improvement
  • Disaster recovery
  • Root cause identification
  • Application monitoring
  • Performance analysis
  • Solutions testing
  • System administration
  • User support
  • Database management proficiency

Hobbies and Interests

  • Music
  • Reading
  • Bush Walking

References

Available upon request

Timeline

Application Support Engineer

Leidos Australia PTY LTD
07.2016 - Current

Consultant/Technical Test Analyst

Computer Sciences Corporation (CSC Australia) PTY LTD
06.2015 - Current

Consultant/Test Analyst

Alcatel Lucent PTY LTD
02.2014 - 04.2015

Consultant/Technical Support

Communication Design & Management PTY LTD
04.2010 - 12.2014

Consultant/Technical Support

SabraSoft PTY LTD
04.2007 - 12.2009

Test Analyst

Computer Associates PTY LTD
01.2007 - 04.2007

Software Developer

AAPT Limited PTY LTD
10.2000 - 11.2006

Post-graduate - Accounting Conversion course

Victoria University

Bachelor of Applied Science - Mathematics and Computing

Victoria University

Similar Profiles

CREATE PROFILE
Judy Nguyen