Quang Banh
Homosassa,FL
Summary
Technology-oriented individual who delivers product solutions and troubleshoot technical problems quickly. A confident Customer Support Engineer with expertise in help desk environments assisting customers while promoting efficiency, respect and patience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
24
24
years of professional experience
Work History
Senior Customer Care Engineer
Alvaria Software
01.2021 - 10.2023
- Supported customers with AQM (Alvaria Quality Management), UIP (Unified IP) . ALM (Advanced List Management)
- Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.
- Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.
- Explained complex technology-related issues in understandable terms to customers.
- Knowledge Base Coach
- Answered incoming support inquiries via chat, phone and email.
Tier 2 Senior Support Engineer
Aspect Software
10.2002 - 01.2021
- Aspect Software is the contact center solution provider for many of today's top businesses and industry-leading contact centers
- Proven Unified IP and ALM (Advanced List Management) software support resource with 17 years tenure at Aspect Software
- Understand the complexity of a full Aspect UIP contact center software suite including Inbound/Outbound dialing, Unified Command and Control, Unified Resource Manager, Director, Real Time Reporting, Unified Agent Desktop, M3 Designer, Chat, Email
- Continually educate customers and create/publish dozens of knowledge-based articles for resolved issues
- Identify and formally submit software bugs to development as they arise
- Solved thousands of cases with and without the involvement of peers and software programmers
- Examine SQL databases and perform basic functional queries
- Determine cause of and resolve systemic issues by analyzing Microsoft Event Viewer logs and analyzing system resources using Performance Monitor
- Determine cause and resolve issues caused by problems with VMware and HyperV virtual machines being improperly configured and/or having improper allocation of resources by analyzing logs and using Aspect's environmental analysis tools
- Knowledge Base Coach where I assisted peers in creating and editing hundreds of articles for internal and external uses
- Contact: David Norton David.Norton@aspect.com 770-239-4540
Customer Care Engineer
SmallWonder Softworks
04.2000 - 09.2002
- Predictive Dialer Software Company
- Responsible for the installation, training, and maintenance of XChange systems
- XChange is a turnkey call center/CRM product that provides blended inbound/outbound contact management
- XChange handles communication via analog and digital PSTN connections, voice over IP (VOIP), inbound and outbound FAX, and e-mail
- Duties included installation planning, onsite installation and training, project management, and customer support including diagnosing system problems
- Completed dozens of onsite installations of multiple versions of XChange
- User and administrator training was provided with each installation
- Worked directly with the client Project Manager in resolving all implementation issues
- Assisted in troubleshooting workstation, network, and server problems
- Supported and diagnosed problems concerning the XChange hardware and software for customers on Maintenance agreements per the details of their individual agreement
Education
B.A. Business Management -
George Mason University
Fairfax, VASkills
- Excellent communication skills; listening, understanding, speaking, observing and empathizing
- Analyze and parse through technical logs to pinpoint areas of potential problems
- Can thrive while working individually or as a member of a team
- Self starter that requires a minimum of supervision
- Build strong, professional relationships with clients while providing the highest caliber of technical support
- De-escalate high pressure clients when systems malfunction with poise and professionalism
- Possess extensive knowledge of and experience with Microsoft operating systems and office applications
- Understanding of windows services, files, networks, inherit permissions of users and groups
- Noble CX
- WebEx
- Salesforce
- Workforce Management
- Microsoft Teams
- Linux
Hobbies and Interests
- Technology
- Engineering
- Woodworking
- Sports
- Disc Golf
- Video Games
- Kayaking
- Camping
- Fishing
- Dogs
Timeline
Senior Customer Care Engineer
Alvaria Software
01.2021 - 10.2023
Tier 2 Senior Support Engineer
Aspect Software
10.2002 - 01.2021
Customer Care Engineer
SmallWonder Softworks
04.2000 - 09.2002
B.A. Business Management -
George Mason University
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