Bachelor of Science - Information System
University of Information Technology
Ho Chi Minh City, Vietnam 09.2007 - 12.2012
Thanh Phong Nguyen
Risdon,TAS
Summary
IT Support / Service Delivery Analyst with 10+ years’ experience across enterprise environments, specializing in end‑user support, incident & problem management, ticket lifecycle, SLA compliance, and stakeholder communication. Hands‑on with ServiceNow and BMC Remedy, comfortable triaging complex incidents, coordinating resolver groups, and driving root‑cause analysis and continuous service improvement. Background in systems and cloud operations enables effective troubleshooting across Windows/Linux, networks, authentication, and application layers. Known for calm incident handling, clear documentation, and a customer‑first mindset.
Education
Diploma - Networking
NITT Academy
Ho Chi Minh City, Vietnam 06.2009 - 12.2012
Skills
- ITSM & Service Operations: Incident / Request / Problem / Change (ITIL), priority & SLA management, escalation, major incident support, RCA, knowledge base
- Service Management Tools: ServiceNow (Inc/Req/Change, queues, SLAs, KB), BMC Remedy ITSM
- End‑User & Platform Support: Windows & Linux desktop/server, account & access support (incl AD basics), browsers, VPN, common productivity & collaboration apps
- Monitoring & Reliability: Alert triage, event correlation, basic log analysis; create runbook & handover notes; service health reporting
- Communication & Collaboration: Stakeholder updates, clear ticket notes, UAT/user guidance, cross‑team coordination, mentoring juniors
- Technical Environment (support perspective): Windows/Linux, basic networking, cloud platforms (AWS/Azure), scripting for support automation (Python/Bash), CI/CD & release/change windows (exposure)
Work History
Senior Operational Support Analyst
The Access Group
Ho Chi Minh city, Vietnam
03.2022 - 12.2025
- Provided operational support for business‑critical SaaS platforms; triaged production incidents & alerts, restored service within SLA, and documented actions & outcomes.
- Coordinated with engineering and product teams during major incidents (MI), offering clear stakeholder updates and facilitating incident bridges when required.
- Performed root‑cause analysis on recurring issues; raised Problems/Changes and tracked preventive actions to closure; contributed to knowledge articles and runbooks.
- Supported change/release windows, ensuring pre‑checks, back‑out steps, and communications were followed; verified post‑change service health.
- Mentored junior staff on ticket hygiene, prioritization, and incident handling; promoted a customer‑first and continuous improvement culture.
- Tools & environment: ServiceNow, monitoring/alerting (Datadog/New Relic/Prometheus), Linux/Windows servers, AWS/Azure exposure for ops tasks.
Platform Operations
NashTech Vietnam
Ho Chi Minh city, Vietnam
10.2017 - 02.2022
- Delivered Level 2 support for multi‑tenant applications and environments; investigated incidents, collected diagnostics/logs, and coordinated fixes with resolver groups.
- Managed ticket queues with attention to priority/SLA, performed impact assessment, and ensured timely stakeholder updates and ticket closure quality.
Assisted change & release activities (CAB inputs, risk notes), produced knowledge base entries and handover documentation. - Simplified repetitive support tasks using lightweight scripts (Bash/PowerShell) and checklists to reduce handling time and errors.
- Tools & environment: ServiceNow (or client equivalents), Windows/Linux, basic networking, cloud & CI/CD exposure to support release/change windows.
Operational Support – Platform & Data
Gene Solutions Vietnam
Ho Chi Minh city, Vietnam
07.2020 - 10.2021
- Provided operational support for on‑prem and cloud servers; monitored jobs/pipelines; responded to alerts and coordinated fixes with data/infra teams.
- Supported availability & capacity needs; prepared simple status reports and contributed to post‑incident reviews and improvement actions.
IT Infrastructure Support ( 24x7 Retail )
Seven System Vietnam
Ho Chi Minh city, Vietnam
08.2017 - 06.2020
- Delivered L1–L2 support to retail stores (POS, peripherals, network/connectivity, store devices); prioritized business‑critical incidents and escalations.
- Managed IT assets; maintained standard images/configurations; worked with engineering to improve service reliability and reduce repeat incidents.
- Collaborated in an agile‑style environment to prioritize tickets and track improvements.
IT Analyst
APL Logistics Vietnam
Ho Chi Minh city, Vietnam
10.2016 - 08.2017
- Delivered Level 1–2 IT support for end users across multiple locations.
- Monitored and maintained Windows and Linux servers and server room operations.
- Used ServiceNow to manage incident/request queues, coordinate with infrastructure/app teams, and track SLA compliance across multiple locations.
- Partnered with cross-functional teams to investigate incidents, document workarounds, and progress root-cause fixes through Problem/Change workflows.
Support Application
CSC Vietnam
Ho Chi Minh city, Vietnam
09.2013 - 09.2016
- Provided application and infrastructure support in an enterprise environment following ITIL v3 practices.
- Delivered Level 1–2 support using BMC Remedy ITSM for Incident, Problem, and Change Management.
- Managed incident queues, prioritization, SLA compliance, and escalation for business-critical systems.
- Performed root cause analysis and supported remediation activities to prevent recurring incidents.
- Administered and monitored Unix-based Remedy servers, including daily health checks, patching, and maintenance.
- Collaborated with senior engineers and global support teams to support system enhancements and cloud migration initiatives.
Certification
- AWS Certified Security - Specialty 2026
- AWS Certified Solutions Architect – Professional 2024
- AWS DevOps Engineer - Professional 2024
- AZ-400: Designing and Implementing Microsoft DevOps Solutions 2023
- AWS Certified Developer – Associate 2023
- AWS Certificate Solutions Architect - Associate 2022
- Python Developer 2022
- ITILv3 Foundation 2014
References
- Tuan Hung Tran, Senior Technical Consultant / DXC Technology Australia, htran60@dxc.com
- Nhut Minh Le, DevOps Team Lead / The Access Group, mike.le@theaccesssgroup.com