Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kelly Pham

Chicago

Summary

To secure a position in the Information Technology and Information Systems that will utilize my skills and abilities.

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

25
25
years of professional experience

Work History

Manager Production Operations Engineer

Freewheel
10.2020 - Current
  • Actively monitors system health, identifies and resolves operational issues, and implements preventative measures to maintain system stability.
  • Possesses a deep understanding of FreeWheel's systems, processes, and technologies, and applies that knowledge to troubleshoot and improve performance.
  • Manages and develops a team of engineers, providing guidance, training, and support to ensure team effectiveness.
  • Scrum Master
  • Identifies areas for improvement in system performance and efficiency, and implements solutions to enhance overall system reliability.
  • Effectively communicates with cross-functional teams, including engineering, product, and operations, to ensure alignment and collaboration.
  • Analyzes current processes and identifies opportunities for improvement, implementing changes to optimize workflows and enhance efficiency.
  • Ensures adherence to industry and company standards and procedures, including safety regulations.
  • Experience managing and developing a team of engineers, with a focus on performance management and talent development.

CTR Technical & Production Lead Senior Engineer

Freewheel
09.2016 - 10.2020
  • Responded to, troubleshooting, and resolving daily issues and requests escalated by Client Service representatives.
  • Participated in the customer support, work with customers to provide a wide variety of technical issues inclusive of ability to troubleshoot, duplicate and create workarounds to achieve high levels of customer satisfaction and success.
  • Worked with the Contract department to ensure what TAPS does for special requests coming from hosted clients and other internal departments comply with all STRATA contractual obligations.
  • Worked directly with STRATA clients on new installations or upgrades or to resolve complicated technical issues. This may include inheriting particularly challenging or sensitive issues from Client Service representatives.
  • Worked directly with members of other STRATA departments, including Onsite Training, Sales, and SWAT as required.
  • Worked with other TAPS members to escalate special issues to appropriate departments when they warrant stepping outside of the normal escalation priorities.
  • Documented and report on the status of major issues, tech operational status, etc.
  • Supported the STRATA hosted application environment by performing installations, upgrades and other needed maintenance tasks.
  • Supported STRATA e-business applications, particularly 11, AEInbox and ePort, by performing regular monitoring and maintenance tasks to identify and minimize support issues.
  • Escalated urgent issues requiring more in-depth knowledge to the appropriate internal resources, such as SWAT.
  • Monitored the status of issues in the “Mantis” issue tracking software on a daily basis, when the manager is not available to do so.
  • Trained new hires on production procedures, ensuring a quick ramp-up time and consistent performance levels across the team.

Senior Engineer

Freewheel
01.2016 - 09.2016
  • Provided guidance to Client Service Representatives who are working on special projects (e.g. Writing documentation, product testing, etc.)
  • Assisted the Client Service Manager in identifying training needs and/or improvement opportunities for the Client Service Department.
  • Ensured the continuous operation of the help desk by answering calls from clients during times when there are not enough Client Service Representatives available.
  • Performed certain essential job functions outside of business hours, including on weekends, if required.
  • Responded to, troubleshooting, and resolving daily issues and requests escalated by Client Service representatives.
  • Participated in the customer support, work with customers to provide a wide variety of technical issues inclusive of ability to troubleshoot, duplicate and create workarounds to achieve high levels of customer satisfaction and success.
  • Worked with the Contract department to ensure what TAPS does for special requests coming from hosted clients and other internal departments comply with all STRATA contractual obligations.
  • Worked directly with STRATA clients on new installations or upgrades or to resolve complicated technical issues. This may include inheriting particularly challenging or sensitive issues from Client Service representatives.

CTR Technical & Production Specialist

Strata
06.2009 - 01.2016
  • Maintained hosted CTR environments, upgrade programs as needed, and troubleshoot problematic issues that should arise from programs.
  • Server maintenance; apply Window updates (service packs and security) on a regular basis as defined according to schedule; test software to determine compatibility.
  • Configured CRM client installs and troubleshoot environments and related software.
  • Maintained internal test and CRM environments.
  • Knowledgeable of all the programs and user environment including technical setup and industry proficiencies.
  • Responded to and help resolved problems and requests forward by the help desk representatives on daily basis.
  • Worked to expand and share knowledge of Strata products, resources, and computer operating systems; ability to troubleshoot, debug, and recommend solutions.
  • Guided client service representatives with special projects.
  • Quality assurance with programs and service notes from client service representatives and assist the Director on training needs for the service department.
  • Performed on-going analysis of all programs to identify possible improvements and enhancements.

Software Support Specialist

Strata
01.2007 - 06.2009
  • Engaged day to day client interaction.
  • Assisted clients of all the programs and user environment including technical setup and industry proficiencies.
  • Ability to answer technical and business related questions from users via telephone and email.
  • Communicated effectively with clients to identify needs and evaluate alternative business solution.
  • Motivated and trained team members to work together in the most efficient manner.
  • Strong ability to execute while maintaining quality.

Hotel Operation Analyst

Orbitz LLC
12.2004 - 01.2007
  • Identified scope of all production hotel related defects.
  • Prioritized hotel related defects/enhancements in relation to impact on volume, mix and customer/supplier experience.
  • Managed the workflow of hotel defects from identification to resolution.
  • Worked closely with development on understanding of product requirements, business needs, defect impact and expectations of bug resolution.
  • Assisted the product team in testing of new product functionality.
  • Provided supplier services team with release information of new functionality and enhancements.
  • Monitored the transition of defects from staging to production following product delivery.
  • Supporting Quality Engineering, hotel operations, dynamic packaging and merchandising on product related questions and issues.
  • Communicated to supplier services team and enterprise of new defects, updates and fixes.
  • Created and maintained daily, weekly, and monthly summary reports and analysis of business events for performance for assigned hotel chains.

Operation Coordinator

Alaron Trading Corporation
08.2000 - 12.2004
  • Managed the capital expenditures and fee systems.
  • Develop and maintained a program of internal oversight registered representatives securities trading activities for compliance with applicable regulations.
  • Reviewed and approved or disapproved the personal securities trading accounts at other broker-dealers and provide for on-going monitoring of securities trading activities of registered representatives.
  • Upgrade hardware and software by assessing transaction processing and database production options.
  • Completed monthly divisional reports, assist with data entry training, provide computer systems assistance to staff.
  • Queried database and generate reports, perform audits application processing.
  • Managed system support for database as well as maintaining system enhancement for end-users.
  • Installed and troubleshoot computer software and hardware.

Database Administrator/Consultant

Farmers Insurance
10.2001 - 03.2002
  • Performed database performance, monitoring, and implementing efficiency improvements.
  • Designed and supervised procedures necessary to save and recover databases from hardware and software failures.
  • Planned and coordinated migration to new data management software levels.
  • Designed and maintained database structures including performance tuning, and assisting in management of the database.
  • Performed workstation support including installing, implementing, as well as troubleshooting hardware and software business solutions.
  • Secured database by developing policies, procedures, and controls.
  • Accomplished information systems and organization mission by completing related results as needed.

Education

Bachelor of Science - Information and Decision Science

University Of Illinois at Chicago
12.2002

Skills

  • Data management
  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Complex Problem-solving
  • Staff training and development
  • Staff management
  • Task delegation
  • Goal setting
  • Documentation and reporting
  • Relationship building
  • Strategic planning
  • Operations management

Timeline

Manager Production Operations Engineer

Freewheel
10.2020 - Current

CTR Technical & Production Lead Senior Engineer

Freewheel
09.2016 - 10.2020

Senior Engineer

Freewheel
01.2016 - 09.2016

CTR Technical & Production Specialist

Strata
06.2009 - 01.2016

Software Support Specialist

Strata
01.2007 - 06.2009

Hotel Operation Analyst

Orbitz LLC
12.2004 - 01.2007

Database Administrator/Consultant

Farmers Insurance
10.2001 - 03.2002

Operation Coordinator

Alaron Trading Corporation
08.2000 - 12.2004

Bachelor of Science - Information and Decision Science

University Of Illinois at Chicago

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