Summary
Overview
Work History
Education
Skills
Timeline
Generic

Alvin Trinh

San Jose,CA

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Strong skills in IT that can provide added value to team success. Always ambitious and hungry to expand technical skills and knowledge in IT operations.

Overview

5
5
years of professional experience

Work History

General Manager

Icicles
08.2023 - Current
  • Manage inventory and daily operations of store.
  • Maintain daily checklist of practices to ensure that operations are up to code with health department.
  • Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Monitored daily cash discrepancies, inventory shrinkage and drive-off.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Implemented effective cost-saving measures to reduce overhead expenses without compromising quality or service.
  • Established comprehensive employee training programs to develop skills, improve productivity, and maintain compliance with industry regulations.

Senior Technical Support Specialist

Message Media
07.2021 - 03.2023
  • Provided support for large enterprise customers on account management, API connectivity, product demos, and escalations via email, phone, and internal chat channels like Slack and Google Teams
  • Managed 35-65 support tickets through Zendesk and Salesforce
  • Troubleshooting and repairing network connectivity issues for custom and partner integrations
  • (Hubspot, Epic, Zendesk, shopfiy, Zoho, and SmartAdvocate)
  • Project management including hardware rollout, compliance research, process documentation, system testing and upgrading
  • Monitored all client data and network activity through Kibana and escalations were done through JIRA
  • Onboarded and trained new employees on product capabilities and features
  • Oversaw and assisted in hardware distribution and enablements.

Technical Support Specialist

Message Media
07.2019 - 07.2021
  • Assisted internal and external customers by monitoring, investigating and troubleshooting technical issues and incidents.
  • Supported customers through entire customer life cycle including: provisioning, onboarding, and manintenance.
  • Contributed towards product and system improvements through internal and external feedback from customers.
  • Troubleshooting and repairing network connectivity issues for custom and partner integrations. (Hubspot, Epic, Zendesk, shopfiy, Zoho, and SmartAdvocate)
  • Worked with a wide variety of API systems and structures when assisting and debugging customer products.
  • Assisted with development of technical support policies and procedures.
  • Collaborated with internal teams (account managers/chat reps) to ensure that they had the best information when assisting their customers.
  • Ensured Zendesk/Salesforce queues were in order by answering and attending to tickets within a 5 minute timeframe.

Education

Bachelor of Science in Business Administration: Marketing - Marketing Analytics

University of San Francisco
San Francisco, CA
12.2017

Skills

  • Windows and IOS support
  • Incident Management
  • SQL, Python, and C
  • Google suite, Microsoft Office, Azure, Salesforce, and Zendesk
  • HTML and API troubleshooting (REST and SOAP)
  • Microsoft Operating Systems
  • Kibana, Postman, JIRA, and Confluence
  • Hardware knowledge
  • Customer Support

Timeline

General Manager

Icicles
08.2023 - Current

Senior Technical Support Specialist

Message Media
07.2021 - 03.2023

Technical Support Specialist

Message Media
07.2019 - 07.2021

Bachelor of Science in Business Administration: Marketing - Marketing Analytics

University of San Francisco

Similar Profiles

CREATE PROFILE
Alvin Trinh