Open to opportunities

Tiến Nguyễn

@tinnguyn1

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Resourceful, analytical customer support professional specializing in Microsoft and technical issue resolution.

Vietnam

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What I'm looking for

I’m looking for a customer support role where I can use my technical troubleshooting skills, work cross-functionally with engineering, and improve the support experience through feedback loops and clear, user-first communication.

I’m a “resourceful and analytical support professional” with experience delivering responsive, professional support to fitness coaches and Microsoft end-users via email, live chat, and internal platforms. I diagnose complex software issues, improve user satisfaction, and communicate clearly with a “user-first mindset,” especially in remote-first environments.

Across my roles, I’ve collaborated with product and engineering teams to report bugs, follow up on issue resolutions, and implement service improvements. I collect and analyze customer feedback to support product usability enhancements, maintain strong CSAT results, and reduce repetitive tickets through feedback loop systems. I also lead training for new hires and act as an escalation point for VIP clients to retain long-term relationships.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent

Current

Everfit

Nov 2024 - Present (1 year 8 months)

Provided responsive, professional support to fitness coaches and end-users via email, live chat, and internal platforms. Collaborated with product and engineering teams to report bugs, follow up on issue resolutions, and analyze customer feedback to improve user experience.

Customer Support Technical Support Email Support Live Chat Bug Reporting Issue Resolution Customer Feedback Analysis User Experience Windows Server Agile Project Management

Customer Engagement

DanaExperts

Jul 2024 - Dec 2024 (5 months)

Delivered multichannel customer support (email, phone, chat) to improve product usability and satisfaction. Assisted with product testing and verification and supported continuous service process improvements.

Customer Support Email Support Phone Support Live Chat Product Testing Verification Service Improvement

Junior Technical Support Engineer

ITechwx

Apr 2023 - May 2024 (1 year 1 month)

Diagnosed and resolved technical issues across Microsoft Server environments, reducing ticket resolution time. Escalated unresolved bugs to development and infrastructure teams and delivered technical training for new hires, supporting documentation of server tools and workflows.

Technical Troubleshooting Ticket Resolution Bug Escalation Technical Training Documentation Server Tooling

Junior Customer Support

VIP Smart Business Solution

Dec 2021 - Feb 2023 (1 year 2 months)

Managed a team of support agents to handle complex customer queries and account issues. Implemented a feedback loop system to improve FAQ accuracy and reduce repetitive tickets, and served as an escalation point for VIP clients.

Customer Support Support Team Management Escalation Handling FAQ Management