Ho Chi Minh City, Vietnam
I specialize in breaking down complex problems into manageable pieces — and fixing them with data, process improvements, and clear execution. With 13+ years across cybersecurity and enterprise IT, I work at the intersection of Support, Product, and Operations to help leadership teams make better decisions and deliver measurable improvements. At OPSWAT, I built and lead the company's global escalation and Voice of Customer (VoC) function from scratch, partnering directly with VPs and Senior Directors to reduce friction for both customers and internal teams. A few highlights from the past year: * Reduced non-value escalations by over 40% — the lowest rate on record — through systemic root cause analysis, process redesign, and cross-functional execution. * Fine-tuned LLMs on exported case data to automate problem identification and categorization, reaching 80–92% accuracy, compared to less than 40% with the prior internal model. * Led a CRM migration (Salesforce → SugarCRM) as the CX project manager, delivering in under 5 months against an 11-month vendor timeline. I bridge the gap between executive leadership and the teams on the ground — translating data into decisions at the top, and making sure what's measured actually reflects reality at the bottom. Open to senior operations, program management, or CX leadership roles where technical depth, clear communication, and disciplined execution are required to turn insight into impact.
Built and lead the company's global escalation and Voice of Customer (VoC) function from the ground up, partnering directly with VPs, Senior Directors, and senior technical stakeholders to improve service delivery, operational visibility, and product quality. * Reduced non-value escalations by over 40% — the lowest escalation rate on record — through systemic root cause analysis, process redesign, and targeted capability improvements across support tiers. * Designed and launched targeted VoC product reviews to identify the fewest changes delivering the largest reduction in overall case volume; currently expanding program across all product lines. * Fine-tuned LLMs on exported case data to automate problem identification and categorization — achieving 80–92% accuracy, vs. less than 40% with the prior internal model. * Led the CX workstream of a CRM migration from Salesforce to SugarCRM, delivering in under 5 months against an 11-month vendor estimate. * Manage the CXOPS Jira board as the operational bridge between CRM, BI, IT, and Support — triaging, prioritizing, and driving resolution of cross-functional requests with no clear owner. * Designed Power BI executive dashboards and weekly, monthly, and quarterly reports surfacing escalation risk, at-risk customers, and operational trends across support and product. * Analyzed escalation and case data to define KPIs, identify systemic issues, and recommend prioritized changes that influence the product roadmap and investment decisions. * Built the company's escalation management function, defining scope, operating model, workflows, and metrics; grew the function by creating a Systems Analyst role as impact and workload increased.
Selected as OPSWAT's first Technical Account Manager following successful resolution of high-impact technical issues, with a focus on rebuilding trust and stabilizing strategic enterprise accounts. * Served as the primary technical point of contact for selected enterprise customers, aligning technical solutions with business needs and maintaining service continuity across complex environments. * Supported a high-availability deployment expansion that doubled the customer's footprint, contributing directly to a significant upsell and long-term account growth.
Provided advanced technical support for OPSWAT products in complex enterprise environments, resolving high-impact issues across Windows, networking, and security integrations. * Quickly became a go-to escalation resource due to technical depth and communication skills, leading directly to selection as the company's first Technical Account Manager and subsequent program-level responsibilities.
Served as the primary technical lead for enterprise customers, bridging Support, Development, and Product teams to resolve complex system issues and deliver measurable operational improvements. * Diagnosed and resolved issues across customer environments, software behavior, and user workflows through deep log analysis and systems troubleshooting. * Automated recurring analysis and reporting tasks using PowerShell, saving an estimated 8–10 hours per engineer each week and improving consistency and accuracy across the team. * Supported pre-sales and customer onboarding by translating technical capabilities into clear operational and business value for non-technical stakeholders.
Progressed from L1 to Systems Engineer in a managed services environment, supporting Windows-based infrastructure and mid-scale networks for multiple clients. * Performed system administration, server management, and network troubleshooting, building a strong foundation in enterprise IT operations and customer-facing delivery.
I graduated the Microsoft Academy in 2011.