Trang Nguyen

• Improved customer satisfaction by providing timely and effective technical support to end users.
• Managed a team of help desk technicians, resulting in increased efficiency and improved service quality.
• Reduced downtime by proactively addressing common technical problems through preventive maintenance measures.
• Collaborated with IT department to implement network security protocols, minimizing potential breaches.
• Served as a liaison between the help desk team and other departments, fostering better cross-functional collaboration for seamless operations.
• Assisted in the development of company-wide IT policies that contributed to improved security measures and overall efficiency within the organization.
• Devised strategies to improve help desk team morale and motivation, leading to increased employee retention rates.

• Enhanced equipment performance by conducting regular maintenance, troubleshooting, and repair tasks.
• Streamlined service processes for increased efficiency and reduced downtime in the field.
• Improved customer satisfaction with timely and effective resolution of technical issues.
• Delivered high-quality training sessions to junior technicians, promoting skill development and knowledge sharing.
• Demonstrated strong problem-solving abilities by quickly diagnosing and resolving complex technical issues in high-pressure situations.

• Improved system performance by identifying and resolving technical issues in a timely manner.
• Increased user satisfaction by providing prompt and efficient technical support to clients.
• Streamlined processes for better workflow management through implementing new software solutions.
• Enhanced system security by updating anti-virus software and performing regular data backups.

• Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
• Streamlined IT support processes for quicker response times and improved user satisfaction.
• Deployed and maintained desktop systems to ensure optimal functionality and minimize downtime.
• Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.

HRIS Support Analyst (Rotation)

• Managed incoming activity reports in HR Systems: CHRIS, One Portal, PeopleSoft
• Provided backend support on all incident and requests for SAP P38 systems
• Troubleshoot and fix user accounts with HR portal
• Collected data preparation for Workday implementation and migration
• Created and processed Change Requests for HR related inquiries ready for production

Executive Technical Support (Rotation)

• Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
• Streamlined troubleshooting processes for faster resolution times, improving overall productivity.
• Collaborated with team members to develop new strategies for handling complex technical problems.
• Provided VIP support to Executive Board Members, Presidents, Vice Presidents, and Directors at Roche and Genentech
• Collaborated with Legal/Litigation for onboarding & offboarding procedures
• Assisted AV team to support all meetings, video and teleconferencing, large events, and other areas if needed
• Configured systems, networks, VPN, mobile devices, and other support needs including non-standard requests
• Attended scheduled house visits to provide support for all eligible VIP members.
• Actively responded to immediate pages on a 24x7 on-call rotation
• Communicated effectively and provided technical information to Executives and Administrators

Field Support Analyst

• Communicated, planned, and negotiated with meeting planners/vendors to conduct and lead team in all areas of IT at business offsite meetings
• Configured Cisco 5505 ASA VPN/Firewall routers and Airport Extremes to broadcast Roche network at private off-site business events for internal users
• SME (Subject Matter Expert) for various Commercial applications and services.
• Performed support in all areas of computer hardware and functionality for remote end users.
• Trained Service Desk Analysts on field tasks and expectations

• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Streamlined call center processes for improved efficiency and reduced wait times.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.