MICHAEL NGUYEN
Houston,TX
Summary
- Knowledgeable Senior Specialist with deep expertise in Advanced Capture Solutions and offering 24 years of experience digital document sector. Adept at building and leading teams of specialists in daily operations.
- Highly driven with promoting exceptional skills in building talented teams, driving success and supervising. Subject matter expert in electronics document solution. Communicate complex concepts clearly.
- Versatile Specialist with results-driven and focused approach to completing work. Skilled leader, planner and problem-solver 42 year career in customer service. Known for excellent attention to detail and great work ethic.
- Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
- Dependable [Job Title] with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
- Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
- Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Senior Specialist
RICOH USA
HOUSTON, TEXAS
07.2000 - 05.2024
- Developed and documented implementation plans for new software systems.
- Researched, evaluated, and recommended best practices for software implementations.
- Provided technical assistance to internal teams during the development of system configurations.
- Tested various scenarios to ensure accuracy of data entry into the system.
- Created comprehensive user documentation outlining processes, procedures, and troubleshooting techniques.
- Established communication protocols with customers related to implementation timeline expectations.
- Conducted training sessions for users on how to use the newly implemented software program.
- Performed quality assurance checks throughout the implementation process to verify accuracy of data entries.
- Served as liaison between customer support team and technical team members in order to resolve any issues or questions that arose during implementation.
- Maintained detailed records of all changes made during the implementation process.
- Analyzed current business processes and identified areas where improvements could be made through automation.
- Prepared presentations outlining proposed changes or enhancements for upper management review.
- Collaborated with IT staff to develop system requirements based on customer needs.
- Identified potential risks associated with software implementations and developed strategies for mitigating them.
- Implemented customizations according to customer specifications while adhering to established coding standards.
- Monitored progress of implementations in order to meet deadlines set by clients.
- Assisted in resolving escalated customer issues related to software implementations.
- Worked with vendors when necessary in order to obtain needed resources or materials.
- Provided feedback on product features or design elements that could improve usability or performance.
- Coordinated installation activities with external providers as needed.
- Identified issues and made potential solution recommendations as problems developed, enabling quick project modifications.
- Managed configuration, installation and troubleshooting of applications and software for clients.
- Reviewed project scope ahead of installation to understand customer expectations and important details.
- Identified discrepancies to devise and initiate cost-effective solutions.
Supervisor
IKON Office Solutions, Ricoh USA1
Houston, TEXAS
1995 - 2000
- Directed and supervised team of 7 to 8 employees in daily operations.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Monitored employee productivity to provide constructive feedback and coaching.
- Reviewed completed work to verify consistency, quality and conformance.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Specialist
IKON Office Solutions, Ricoh USA
HOUSTON, TEXAS
1985 - 1995
- Researched and analyzed customer feedback to identify areas of improvement.
- Provided technical support for customers in resolving complex issues.
- Managed and resolved incidents according to service agreements.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Oversaw quality control to identify inconsistencies and malfunctions.
Education
Associate of Science - Electronics Technology
GATEWAY TECHNICAL INSTITUTE
Pittsburgh, PA02-1982
Skills
- Innovation management
- Customer Relations
- Resource Allocation
- Quality Assurance
- Emergency Response
- Maintenance and repair
- Root Cause Analysis
- Documentation Management
- System installations
- Project Planning
- Issue Research
- Active Listening
- Effective Communication
- Self Motivation
- Professionalism
- Interpersonal Skills
- Task Prioritization
- Team building
Accomplishments
- Achieved many a Solutions Analyst of the Month
Languages
English
Professional
Vietnamese
Professional
Certification
- Microsoft Certificate
- SQL Administration
References
References available upon request.
Timeline
Senior Specialist
RICOH USA
07.2000 - 05.2024
Supervisor
IKON Office Solutions, Ricoh USA1
1995 - 2000
Specialist
IKON Office Solutions, Ricoh USA
1985 - 1995
Associate of Science - Electronics Technology
GATEWAY TECHNICAL INSTITUTE