Luong Dong Van

Incident Manager at Diebold Nixdorf
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3 years experienced in managed services - point of sale (POS) support with strong IT background and knowledge of ITIL

Broad understanding about different technology platforms for Storage, Backups, OS (Windows/Linux), Databases (SQL), Virtualization (Vmware, Citrix), networking and Cloud

Process orientated incident manager. Strong service orientation and good understanding of products and process

Extended strength in communication and teamwork

Customer oriented and good soft skills in written and verbal in English

technical skills

ITIL Incident Management
Project Management
Technicial Support

soft skills

Communication (internal, vendor and customer)
Language: English, Mandarin Chinese and Vietnamese
Teamwork

experience

  • Incident Manager

    Aug 2018 – Present Diebold Nixdrof

    Managing incidents follow ITIL process to restore services within agreed service level agreements (SLAs)

    Acting as an escalation point and supervising incident handling

    On behalf of the customer, working with their managed third party (MTP) when there is a major/ master incident occurs

    Analyzing incident occurrence pattern to identify potential factors and trigger the problem management, root cause analysis process

    Supporting the transition and expansion of customer’s project in Malaysia, Singapore, Taiwan, Hong Kong, and Macau market

    Cooperating with project manager, developers, knowledge manager and service desk management team to improve incident handling process and solution knowledge base during the project’s transition phase.

    Weekly meeting with the customer and internal teams to review the open incidents, service desk performance, and SLA, KPI report.

    Working with the country service delivery manager to improve service delivery quality.

  • IT Helpdesk

    Aug 2017 – Aug 2018 Diebold Nixdorf

    Call acceptance, registration and distribution service requests for Vietnam, Malaysia and Singapore market

    Remote technical support for customers base on solution decision tree

    Handling tickets in CRM applications

    Managing customer escalations

    Support and cooperation with other service desks for US, CA and China market

    Monitoring of project mailbox and requests queue

interests

music
gaming
photography
reading
traveling
sports

education

  • Bachelor's degree in Business English

    2013 - 2017 Van Lang University

contact

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