Kỹ sư DevOps với kinh nghiệm hỗ trợ kỹ thuật và quản lý dự án. | Nam Chưa phân loại

DevOps, System Engineer, Technical Support, AWS, Linux, Windows Server, Troubleshooting, Customer Support, Communication, Project Management, Cloud Platforms, Configuration Management …

PHAN DINH KY
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Positive, Active, Patient, Ready to Risk & Recovery
Excellent in Communication, Negotiation and Problem Solving
Detail Oriented with Strong Organizational and Time Management Skills
High Adaptability, Willing to Learn, Open-Minded and Flexible with Changes
Can Work Independently as well as a Team.

**Experience**
**DevOps Engineer**
**ELCA** _ Ho Chi Minh, Vietnam
_(June/2022 – Present)_
– Design, Configure, Install and Maintain Various Applications and Services.
– Monitor Performance and Ensure System Availability and Reliability.
– Provide 2nd Level Support (Systems and Network) and Troubleshoot to Resolve Issues in Windows and Linux.
– Provide Expert Knowledge for Internal Applications & Customer Projects.
– Manage Assigned Projects to Deliver Services in Accordance with Established Objectives.
– Configuration and Deployment Management Tools (Puppet, Ansible, Docker).
– Management of Cloud Platforms, Mainly AWS (Terraform) and Its Solutions.
– Source Control Version (Gitlab, Bitbucket).

**System Engineer**
**Paltech** _ Ho Chi Minh, Vietnam
_(June/2021 – June/2022)_
– Core Knowledge in Desktop, Windows Server (Domain Controller, GPO), Linux, and Web Technologies (HTTP, Nginx/Apache, Web/DB Server).
– Deploy Packages, Crontab for Backup Scripts.
– Strong Experience in Technical Troubleshooting (e.g., Logs/Alert Analysis, Information Gathering, Reproduce Issue, Issue Identification/Categorization).
– Strong Customer-Focus with User-Oriented Skill, Able to Clearly Articulate Technical Issues to Both Technical and Non-Technical Audiences, and Explain Their Impact on Business.
– Familiarity with Ticketing and Collaboration Tools such as Jira, Redmine, and Wiki.
– Knowledge of Logging/Monitoring Environments (e.g., Elastic Stack, InfluxDB, Grafana).
– Working with Windows Server and Linux Server.
– Strong Interpersonal and Communications Skills, Both Oral and Written.
– Able to Work in a Dynamic and Ever-Changing Industry.
– A Self-Initiated and Pro-Active Team Player Who Can Work with Minimal Supervision.
– Customer Support Mindset Supporting Internal and External Teams.
– Corporation Dev and QA, DB Team to Release and Debug Issues.

**IT Office**
**RMIT University Vietnam** _ Ho Chi Minh, Vietnam
_(April 2021 – June/2021)_
– First Point of Contact in Receiving and Logging All Requests from End Users via Phones, Face-to-Face, and the Helpdesk System.
– Ensure that Detailed Call & Walk-In Requests are Recorded Properly into the Helpdesk System.
– Provide First-Level Support of Standard or Simple Requests via Phone or Walk-In Customers.
– Assign Tickets to Second-Line Support and Follow Up with the Technical Team if Necessary, Ensuring that the Progress of Tickets Can Be Communicated Efficiently and Effectively with Customers When Needed.
– Deliver an Excellent Customer Service Approach and Professional Manner through Communications with Both Staff and Students.
– Collect Feedback and Follow Up with Customer Complaints.
– Carry Out Weekly Analysis of Aging Tickets and Follow Up with Ticket Owners to Ensure Timely Resolution.
– Standardize and Develop Customer Experience Best Practices via Documentation & Guidelines.
– Organize Workshops to Share & Improve Customer Service Skills for the Team.
– Contribute to Team-Building Activities and Raise Initiatives to Improve Current Processes.
– Undertake Other Duties as Required and Directed by the Customer Services Manager.

**Technical Support Engineer**
**Tek Experts** _ Hanoi, Vietnam
_(Feb 2018 – Jan 2021)_
– Active as Advanced Technical Contact for Troubleshooting Customer Issues Relating to IT about Apps Microsoft Provide Phone, Remotely, and Email-Based Technical Support to Corporate Customers While Ensuring Ticket Resolution and Customer Satisfaction.
– Deliver Advanced Technical Troubleshooting and Problem-Solving Solutions for Corporate Customers Including Issues Escalated to the Highest Level of Management.
– Collaborate with Domain Experts (SMEs) and Escalation Managers When Additional Support is Needed.
– Manage Critical Issues by Setting Customer Expectations, Devise and Implement Action Plans and Professionally Communicate Measures to All Parties Involved.
– Seek Supplemental Training to Improve Performance and Develop a Special.