I am an Application Support L2 specialist with experience in application support, incident management, and system operations. My role involves investigating and resolving application issues, coordinating with vendors and technical teams, monitoring system integrations, and ensuring business processes run smoothly. I also participate in software testing, defect management, and system enhancement initiatives to improve application stability, performance, and user experience.
Summary
Work Experience
PVS Solution
APPLICATION SUPPORT at HEINEKEN VIETNAM
April 2024 - Now
Application Support (L2) at Heineken Viet Nam:
Incident and Request support:
Managed incident tickets through an internal ITIL-based system by reviewing issue details, diagnosing root causes, applying resolutions, and escalating complex cases when necessary
Communicated with stakeholders to improve support processes and application functionality.
Supported and guided L1 and end users on application functions and correct feature usage.
Collaborate closely with the Level 3 support team to escalate complex technical issues that require further analysis and investigation.
Set-up and Deployment:
Configured and implemented distributor-specific business functions in Microsoft Dynamics 365
Conducted onboarding and training for new distributor users during personnel changes
Planned and coordinated training schedules for distributor teams
Testing application:
Performed UAT testing on the main functionalities, ensure function work as requirement
Logged bugs in Excel and Jira, and coordinated with PO and Vendor to review and fix issues.
Communicated with the PO and Vendor regarding issues, bugs, and errors in the system.
Collaborated with Developer team to clarify requirements and resolve issues
Others:
Conducted UAT testing for new application functionalities released by the Developer team.
Reported bugs and errors to the PO during support activities.
Ensuring smooth synchronization and integration via dashboards and synchronization visibility
Appscyclone
QC Intern (Online)
December 2023 - January 2024
E-Commerce Web: Shopify Application
Read and analyze system requirements.
Write test checklists & test cases to ensure the functionality, usability of a project module.
Executing tests on testcase based web application.
Research Automation testing tools, perform testing of testcases using the tool: Katalon
Skills
Technical Skills:
Write and design test case
Basic knowledge of Database (SQL server)
Management tool: JIRA
ITSM tool: ServiceNow
Microsoft Tools: Dynamic 365 Business Central, Azure and Entra ID
Soft skills
Intermediate English reading, listening, and communication skills.
Troubleshooting & Problem Solving
Customer Support
Education
Ho Chi Minh City University of Transport
2019 - 2023
Computer Networking and Data Communications - Bachelor's degree
GPA: 3.06/4
Courses and Certificates
2023: Fresher Tester course from Testing.vn (Manual testing)
- Knowledge of test techniques such as BVA, EP, Decision Table...
- Knowledge of software development life cycle, Agile, Scrum, API
- Write and design test case.
2023-2025: TOEIC 565 (IIG VietNam)