Anh Ngo
Richardson,TX
Summary
Results-driven Technical Support Specialist with a strong history of resolving complex technical challenges and enhancing service delivery at Neiman Marcus Group Ltd. Demonstrated expertise in virtual desktop environments and streamlined onboarding processes, resulting in notable improvements in operational efficiency. Exceptional communication skills and proficiency in incident management systems highlight a commitment to excellence and effective problem solving. Aiming to leverage technical skills within an innovative environment that prioritizes efficiency.
Overview
6
6
years of professional experience
Work History
(Remote) Internal Service Representative
Neiman Marcus Group Ltd
08.2018 - Current
- Delivered exceptional service via phone, email, and chat, resolving technical and account-related issues effectively.
- Assisted in troubleshooting virtual desktop issues and resolved system access problems, ensuring seamless service delivery.
- Managed MFA security tokens and collaborated with IT teams to address and resolve technical challenges.
- Coordinated incident management communications, and provided real-time updates to stakeholders.
- Conducted real-time schedule adjustments, ensuring optimal staffing and service levels for internal teams
- Supported contact center omnichannel systems enable efficient customer interactions across various platforms.
(Remote) Onboarding Specialist
Neiman Marcus Group Ltd
08.2018 - Current
- Coordinated onboarding processes for new associates and service partners, ensuring seamless integration into company systems
- Provided comprehensive training on virtual desktop environments, security protocols, and company tools
- Developed and maintained onboarding documentation, enhancing the efficiency of the onboarding workflow
- Acted as a point of contact for new hires, addressing queries and resolving technical challenges during the onboarding phase
- Collaborated with cross-functional teams to streamline onboarding procedures and improve overall employee satisfaction
- Worked closely with human resources department to ensure compliance with company policies regarding hiring practices.
- Identified areas for improvement within the current onboarding program.
(Remote) Technical Support Associate
Neiman Marcus Group Ltd
08.2018 - Current
- Provided first-level technical support and troubleshooting for internal and external clients in a high-pressure environment
- Administered accounts, access, and licensing for associates and service partners, maintaining up-to-date records
- Collaborated with third-party vendors to resolve application and system-related issues promptly
- Demonstrated strong multitasking abilities by managing multiple support tickets simultaneously while maintaining quality service
Education
Some College (No Degree) -
University of North Texas
Denton, TXSkills
- Proficiency in Virtual Desktop Environments (VMware preferred)
- Microsoft Office 365 Suite (Word, Excel, PowerPoint, Teams, and Outlook)
- Security Token Management RSA & MFA
- Incident Management Systems
- Strong troubleshooting and problem-solving abilities
- Multichannel customer support tools
- High sense of urgency, and ability to work effectively under pressure
- Strong communication and interpersonal skills
- Exceptional dependability and reliability
- Outstanding multitasking and organizational capabilities
- Commitment to continuous learning and process improvement
Awards
NMG Best Award, 2023, Recognized for exceptional contributions in overseeing the onboarding of over 1,000 Customer Care agents in FY22. Instrumental in provisioning user access and administering profiles across various Customer Care applications, including WFM systems and Customer Survey applications. Demonstrated exceptional organizational skills and interdepartmental collaboration with IT teams and peers to ensure successful onboarding. Played a critical role in the rollout of new contact center platforms, including Twilio Flex, QM, and WFM systems, developing onboarding procedures and ensuring smooth implementation. Known for a can-do approach, pattern recognition skills, and proactive problem-solving, embodying professionalism and dedication.
Timeline
(Remote) Internal Service Representative
Neiman Marcus Group Ltd
08.2018 - Current
(Remote) Onboarding Specialist
Neiman Marcus Group Ltd
08.2018 - Current
(Remote) Technical Support Associate
Neiman Marcus Group Ltd
08.2018 - Current
Some College (No Degree) -
University of North Texas