Thanh Hang Vu
Information Technology Service Desk @ Tata Consultancy Services
China
Pudong
Information Technology & Services
Small Team Management, Operations Management, Chinese, Microsoft Intune, Service Desk, Microsoft 365, Technical Support, Teamwork, Public Speaking, Research, Microsoft Office, Microsoft Outlook, Communication, Information Technology, Microsoft Products, Customer Service, IT Operations
Experience
Information Technology Service Desk
Tata Consultancy Services
Shanghai, China
WORK EXPERIENCE: - Acted as Subject Matter Expert (SME) for the Vietnamese team, providing technical guidance and expertise while delivering support to Cargill Vietnam and China via phone, chat, email, and remote tools. - Manage support tickets using IT service management (ITSM) systems, maintaining over 95% ticket resolution rate within SLA. - Delivered end-user training on Microsoft 365 tools (Teams, OneDrive, SharePoint) and VPN, receiving positive feedback for clarity and responsiveness. - Support the global Onboarding Hub project by training end-users on IT systems and tools. - Collaborate with global teams and Level 2 support to escalate and resolve advanced technical issues, ensuring timely resolution and minimal service disruption. - Participate in ticket quality monitoring and reporting analysis across the Shanghai Service Desk team to improve SLA performance. - Collect data and generate regular reports to identify improvement areas, reduce misrouted tickets, and increase customer satisfaction.
Assistant Relationship Manager
Industrial and Commercial Bank of China
Hanoi, Hanoi, Vietnam
Education
Shanghai Jiao Tong University
International Business/Trade/Commerce
Thanh Hang Vu's Contact Information
Phone
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