Thanh Nam Nguyen
Public Servant
FORDE
Summary
Bachelor of Business Informatics graduate with a strong background in management, business administration, and information systems. Strong analytical and problem-solving abilities, with the ability to function in dynamic and fast-paced contexts. Passion for cyber security and strong willingness to stay up to date with the newest advances and trends in cyber security. Aspiring to become a senior Cyber Security Consultant.
Overview
8
8
years of professional experience
Work History
Application Support and System Administration
Indigenous Business Australia
09.2023 - Current
- Assisted in routine maintenance on applications to ensure optimal performance and minimal downtime.
- Monitored system performance regularly, identifying potential issues before they escalated into major problems.
- Assisted in the integration of new software systems with existing infrastructure, facilitating seamless transitions for endusers.
- Assisted developers to improve application functionality based on user feedback and requirements.
- Proficiently monitored and tracked user tickets in ServiceNow, consistently delivering prompt and effective solutions to meet user needs.
Technical Peer Support Officer APS4
Services Australia
04.2020 - 09.2023
- Provided technical peer support as an officer at Services Australia, utilizing SharePoint for efficient ticket resolution and collaboration.
- Managed approximately 30 calls per day, responding to diverse customer questions and providing effective help desk resolutions.
- Coordinated with service officers to facilitate system access, offering guidance and assistance throughout the process to ensure a seamless experience.
- Trained and mentored new help desk staff, sharing expertise and ensuring the team consistently provided high-quality technical support.
- Used critical thinking to break down problems, evaluate solutions and make decisions .
- Experienced working independently and collaboratively in a team environment.
- Evaluated accuracy and quality of data entered into agency management system.
- Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
- Assisted in onboarding of new claims processors to familiarize with company procedures, policies and processes.
Customer Service Officer APS3
Services Australia
06.2018 - 04.2020
- Handled an average of 30 daily calls, addressing a variety of customer inquiries and delivering help desk solutions.
- Assisted with account-related issues as an integral part of the help desk role, troubleshooting and resolving problems effectively.
- Maintained accurate records and full compliance with government regulations and agency guidelines.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed customer account discrepancies and concerns.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
Service Administration APS1
Services Australia
05.2016 - 06.2018
- Verified data files prior to entry to maintain high data accuracy.
- Entered numerical data into databases with speed and accuracy using 10-key pad.
- Scanned documents and saved in database to keep records of essential organizational information.
- Evaluated source documents to locate needed information.
- Corrected data entry errors to prevent duplication or data degradation.
- Completed data entry tasks with accuracy and efficiency.
Education
Bachelor of Business Informatics - Business Informatics
University of Canberra
Canberra, ACT 11.2022 - 11.2022
Skills
Technical Support Escalations
References
Professional references available upon request.
Timeline
Application Support and System Administration
Indigenous Business Australia
09.2023 - Current
Bachelor of Business Informatics - Business Informatics
University of Canberra
11.2022 - 11.2022
Technical Peer Support Officer APS4
Services Australia
04.2020 - 09.2023
Customer Service Officer APS3
Services Australia
06.2018 - 04.2020
Service Administration APS1
Services Australia
05.2016 - 06.2018
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