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Tyler Nguyen

@tylernguyen

Senior application support professional using Python automation, dashboards, and rigorous QA to ensure stable e-commerce systems.

Vietnam

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What I'm looking for

I want to keep leading reliable application support—partnering with engineering to improve SLA, automate repetitive troubleshooting with Python/Selenium, and turn ticket data into actionable dashboards that raise system stability.

I’m an experienced professional with 10+ years of diverse experience spanning Application Support (8 years) and Quality Assurance (2 years). I focus on ticket management, system stability, and ensuring fast, accurate resolution in the e-commerce and logistics domains.

In my current SENIOR APPLICATION SUPPORT role (LAZADA), I reproduce and categorize defects with clear steps, collaborate with development teams to validate fixes, and drive quality improvements by identifying root causes of recurring issues. I’ve built and managed 40+ knowledge base articles, achieved over 97% SLA compliance, improved self-resolution to 41% (June FY26), and use Python/Selenium automation plus MySQL and dashboard reporting to keep stakeholders aligned on performance and UAT progress.

Experience

Work history, roles, and key accomplishments

Current

Senior Application Support

Current

Lazada

Aug 2018 - Present (7 years 9 months)

Managed software defect tickets by reproducing and documenting issues, collaborating with engineering to validate fixes, and driving root-cause improvements. Achieved 97%+ SLA compliance, increased self-resolution to 41%, and built 40+ knowledge base articles; automated repetitive browser tasks using Python and Selenium.

Ticketing SLA Management Root Cause Analysis MySQL Python Selenium Data Visualization Power BI

Application Support

NashTech

Aug 2017 - Aug 2018 (1 year)

Provided application support for internal users and diagnosed issues for UK-based clients by handling installations and access provisioning through Remedy tickets and Active Directory. Resolved application problems to support client operations and user access needs.

Application Support Ticketing Remedy Active Directory Troubleshooting Access Provisioning

Service Desk

Lazada

Apr 2016 - Jun 2017 (1 year 2 months)

Coordinated validation, escalation, and resolution of support issues while monitoring system performance to proactively prevent downtime. Operated support workflows using ManageEngine, Jira/Confluence, and incident/on-call management with OpsGenie, with Grafana/Prometheus for monitoring.

System Monitoring Incident Management ManageEngine Jira Confluence Grafana Prometheus OpsGenie

Game Tester

Gameloft

Jul 2014 - Apr 2016 (1 year 9 months)

Performed manual testing for pre- and post-launch video games by tracking issues and developing test cases with development teams to ensure timely fixes. Supported game releases from scratch for Trivial Pursuit, including IAP and advertisements testing, and executed update tests across multiple titles.

Manual Testing Issue Tracking Test Case Development Regression Testing Game QA