The Trung Vo, D-BA., MBA, CFA

• Team size: 7 to 10 engineers. • Provided timely technical and system support to corporate clients and internal sales teams through phone, email, and ticketing systems to ensure smooth business operations and customer satisfaction. • Installed, configured, and managed CRM and booking systems integrated with hospitality platforms to support U.S. and Japanese partners. • Supported the implementation of endpoint security and property management systems (PMS) to ensure compliance with corporate data protection standards. • Troubleshot system integration between internal sales tools, booking websites, and external APIs used by partners. • Diagnosed and resolved issues related to Windows, macOS, user accounts, and network performance impacting the sales and booking process. • Identified and resolved connectivity and data synchronization issues across global partner networks (LAN/WAN and cloud-based systems). • Utilized system monitoring tools to proactively detect issues affecting booking performance and client communications. • Acted as a bridge between corporate clients, internal sales teams, and technical developers to gather, analyze, and clarify business and system requirements. • Created and maintained functional specifications, user stories, and acceptance criteria for sales platform enhancements. • Participated in system testing and user acceptance testing (UAT) to ensure high-quality solutions aligned with client needs. • Logged and tracked issues, collaborating with developers to ensure timely resolution and service reliability. • Achieved a KPI of resolving an average of 50 support tickets per day (Vietnam time zone), excluding escalations, ensuring uninterrupted service for U.S. and Japanese partners.

• Demonstrated in-depth knowledge of booking and hospitality service features to support enterprise users in sectors. • Maintained daily communication with VIP corporate clients, providing proactive assistance and resolving critical service issues with urgency and professionalism. • Queried and analyzed data using Datapower for ad-hoc research, operational reporting, and generating customer insights to enhance service quality. • Collaborated closely with the operations and product teams to collect feedback, identify service improvement opportunities, and ensure top-tier user satisfaction. • Led a team of five engineers providing 24/7 technical and operational support, focusing primarily on clients from the U.S.–Canada and Australia–New Zealand regions. • Achieved a KPI of resolving approximately 40 enterprise support tickets per day during the Vietnam night shift for U.S.–Canada clients.

• Represent Microsoft and manage customer support in the U.S. and Europe. • Lead a 7-engineer team working 24/7 on Azure Information Protection and Microsoft Purview. • Successfully assisted and collaborated with senior advisors at Kensington Palace, UK. • KPI: resolved 30 tickets per week, including high-priority Sev A and B issues; subscription rate: 70% from new customers. • Supported channels: chat, email, call, and remote sessions via Microsoft Teams.

• Conduct research and analysis on investment opportunities in various sectors • Assist in evaluating potential investment options • Participate in due diligence activities, including gathering and verifying data

Student Scholarship