Phuc Nguyen
SERVICE DELIVERY MANAGEMENT
- Role
- Service Delivery Management at Cisco
- Location
- San Jose, CA, US
- LinkedIn followers
- 500 followers
About Phuc Nguyen
Specialties: IT
Experience
Service Delivery Management
May 2007 — Present · San Jose, CA, US
o IT Service Managemento Provide common integrated service management capabilities for consistent service delivery and an improved client experienceo Streamline service capability delivery to provide additional services with fewer resources.o Optimize Cisco IT Service Strategy to reduce costs and continuously improve operational excellenceo Provide transparency into IT Services, data, and dependencies for improved decision impact analysiso Manage Service- Cisco PC hardware: laptop Hotswap, Laptop Reimage, break fixo Network connection issue, Domain password reset, Softoken Re-Key.o Setting new image, Laptop, Standard Cisco softwareo ConnectedBackup: Backup configuration, Bitlocker FileVault, o Managing Technical Support Center: Level 1 Tech and Level 2 tech support Windows/Mac general issue, Hardware level 3 escalation.o Managing Depot Center: Break-Fix, Repair, and Lenovo, and Apple warrantyo Managing Hands and Eyes Support service.o Metrics reporto Various projects to improve the process and drive down cases.
Education
University of Houston
BS
1983 — 1987
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