Open to opportunities

jimmy nguyen

@jimmynguyen1

Message

Skilled L3 Escalation Support Lead with expertise in mobility operations.

United States

Message

What I'm looking for

I seek a role that fosters growth, values collaboration, and challenges my skills.

I am a self-driven professional with extensive experience in mobility operations and L3 escalation support. Currently, I lead the Chevron Onshore/Offshore L3 Escalation Support team at HCL/Chevron, where I manage high-level escalations and ensure efficient resolution of critical mobility issues for a global user base. My role involves overseeing the maintenance of Chevron’s Microsoft Intune Mobile Device Management (MDM) environment, managing over 50,000 devices, and creating comprehensive documentation and training materials for junior team members.

Previously, I served as a System Administrator at UniversalPegasus International, where I led a team of technicians and was responsible for the migration of mobile device assets to Microsoft Intune, resulting in significant productivity increases and cost savings. My expertise in mobile device management, coupled with my strong problem-solving skills and commitment to excellence, has consistently allowed me to exceed expectations and drive operational success.

Experience

Work history, roles, and key accomplishments

Current

L3 Escalation Support/L3 Lead

Current

HCL/Chevron

Oct 2021 - Present (3 years 8 months)

Lead the Chevron Onshore/Offshore L3 Escalation Support team, providing comprehensive support to Chevron users globally. Manage high-level escalations, oversee the Mobility Operations L3 queue, and ensure efficient resolution of critical mobility issues. Responsible for Intune MDM management, training junior team members, and maintaining compliance with governance standards.

Mobility Operations Intune Device Management Governance Training Problem Solving Compliance ServiceNow Technical Leadership

System Administrator

UniversalPegasus International

Jan 2018 - Oct 2021 (3 years 9 months)

Served as the primary MDM Administrator and Lead Technical Advisor, managing mobile asset management and resolving issues for iOS and Android devices. Led a team of technicians, optimized MDM environments, and developed efficient processes for mobile device deployment and recovery.

MDM Team Leadership Mobile Device Management Process Optimization Technical Support Intune Training Asset Management

Tier I Mobile Device Admin

Rowan Companies/Valaris pcl

Jan 2018 - Mar 2018 (2 months)

Provided phone, desk-side, and remote support for mobile devices, overseeing deployment and management of mobile assets. Led migration projects from Blackberry to iPhones and managed telecom provider relationships to optimize costs and improve service delivery.

Deployment Telecom Technical Support Cost Optimization Active Directory Inventory Management User Training

Education

Degrees, certifications, and relevant coursework

Vsoft Institute of Technology

Microsoft Certified Systems Engineer, Information Technology

Completed coursework for Microsoft Certified Systems Engineer (MCSE), gaining advanced knowledge in systems engineering and management.

University of Houston-Downtown

Bachelor of Business Administration, Computer Information Systems

Bachelor of Business Administration (BBA) with a focus on Computer Information Systems, providing a strong foundation in business principles and technical skills necessary for managing information systems.