Ho Chi Minh City, Vietnam
I specialize in breaking down complex problems into bite sized 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. My focus is on driving outcomes through escalation management, service delivery optimization, and operational analytics. At OPSWAT, I lead the company’s escalation program, partnering directly with VPs, Senior Directors, and senior technical stakeholders to analyze trends, define KPIs, and drive changes that reduce friction for both customers and internal teams. This work has helped reverse a rising escalation trend and establish clearer visibility into product and operational health. I’m someone teams rely on when things are unclear or under pressure. I use data, structure, and consistency to influence decisions and keep cross-functional work moving forward. I’m most effective in roles where technical depth, clear communication, and disciplined execution are required to turn insight into impact at scale.
Lead and evolve the company’s escalation program, partnering across Support, Product, Data, and Executive leadership to improve service delivery, operational visibility, and product quality. • Reversed a sustained increase in escalation volume, reducing non-value escalations by ~50% and driving the lowest escalation rate on record. • Analyze escalation and case data to identify systemic issues, define KPIs, and recommend prioritized changes that influence the product roadmap. • Partner directly with VPs and Senior Directors to translate strategic goals into actionable initiatives and track progress over time. • Work with BI and Data teams to design executive dashboards and reporting frameworks used to identify trends and inform decision-making. • Coordinate cross-functional initiatives across Support, Product, and Professional Services to drive long-term corrective actions. • Built the company’s escalation management team, defining scope, operating model, workflows, and metrics; established and grew the team by creating a Systems Analyst role as impact and workload increased.
• Served as the primary technical point of contact for selected enterprise customers following resolution of high-impact issues, rebuilding trust and stabilizing key accounts. • Partnered with customers and internal teams to align technical solutions with business needs, contributing to expanded adoption of a high-availability deployment. • Identified growth opportunities through deep understanding of customer environments, supporting an upsell that significantly increased deployment footprint.
• 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 to selection for customer-facing and program-level responsibilities.
• Served as the primary technical lead for enterprise customers, acting as the bridge between Support, Development, and Product teams to resolve complex system issues. • Diagnosed issues across customer environments, software behavior, and user workflows through deep log analysis and systems troubleshooting. • Automated recurring tasks and analysis using PowerShell, saving an estimated 8–10 hours per engineer each week and improving consistency and accuracy. • Supported pre-sales and customer onboarding efforts by translating technical capabilities into clear operational and business value.
• 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.