Jim Truong

• Work on SME tasks
• Enabling TSEs (accountable for TSE growth)
• Provide feedback process for TSE with Support Team Managers.
• Active participation in Issue/Case Prevention
• Partner up with other KDEs on Tactical escalations.
• Lead Scrum Meeting with Eng. Team

• Troubleshoot incidents to pinpoint root cause and provide analysis
• Communicate with clients via ServiceNow while adhering to SLA
• Apply technical knowledge of APIs, SSO, and Cross-Product Integrations to resolve issues.
• Review custom codes written in JavaScript.
• Database management for Oracle and S/4Hana using SQL.
• Create knowledge base articles to answer FAQ.

• Create and manage BOM part numbers for all packaging elements, including but not limited to original design and localization of graphics, structure and documentation, and all supporting documentation.
• Release of part numbers to manufacturing.
• Start workflows for design work and localization.
• Work collaboratively with internal clients to deliver solutions that meet business objectives, assure high quality to meet schedule.

• Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
• Implemented innovative strategies to improve overall guest experience by soliciting feedback from customers regularly.
• Gave information about area attractions and provided directions.
• Assisted guests with special requests to ensure a memorable stay and exceptional service.