Dan Truong

Customer-focused Help Desk and Technical Support professional with experience supporting users, troubleshooting technical issues, documenting tickets, and collaborating with cross-functional teams in fast-paced environments. Strong background in Tier 1/Tier 2-style support, application troubleshooting, customer communication, issue escalation, SLA-minded follow-up, and knowledge documentation. Comfortable navigating multiple systems, learning new tools quickly, and supporting users through phone, email, chat, and ticket-based workflows.

Familiar with ServiceNow-style ticketing, Salesforce CRM, Microsoft Office, remote support concepts, and enterprise application support.

Customer & Technical Support / Operations Support - Self-Employed - Frisco, TX

(2023-01)

• Provide customer-facing technical and operational support through phone, email, chat, and in-person communication while gathering issue details and explaining next steps clearly.
• Troubleshoot account, website, scheduling, workflow, service, and general technology-related issues while maintaining a patient and professional customer experience.
• Document customer questions, issue details, follow-up actions, and resolutions using organized tracking methods and repeatable support notes.
• Prioritize multiple requests, manage follow-through to completion, and identify issues requiring additional research, escalation, or process improvement.
• Create instructions, checklists, customer notes, and process documentation to improve consistency, training, and day-to-day support follow-up.

Application Support Analyst / B2B Application Developer - Gainwell Technologies - Irving, TX

(2020-01 - 2023-12)

• Supported a large-scale web-based customer support call center application used by state users in a high-volume production environment.
• Worked with 150+ team members developing, supporting, and maintaining an in-house ticketing and case-tracking system tied to customer service operations.
• Troubleshot application, workflow, data, user acceptance, and production issues; gathered details, researched root causes, and helped restore service reliability.
• Documented issue resolutions, support notes, technical changes, troubleshooting steps, and release updates to improve handoffs and knowledge sharing.
• Collaborated with business users, QA, developers, and project teams to clarify issues, validate fixes, support releases, and communicate status updates.
• Escalated unresolved or complex issues to technical teams while keeping stakeholders informed on urgency, impact, next steps, and resolution status.

Technical Support Analyst / Application Developer - DXC Technology / Hewlett Packard Enterprise - Plano, TX

(2016-01 - 2020-12)

• Supported enterprise business applications and helped resolve technical issues affecting users, clients, and daily operations.
• Troubleshot software, workflow, browser, data, and application issues across web-based business systems and client-facing operational platforms.
• Partnered with engineering and business teams to research defects, document findings, test fixes, and support stable production releases.
• Communicated technical updates clearly to clients, stakeholders, and non-technical users in a customer-focused support environment.
• Maintained documentation for application changes, deployment notes, troubleshooting details, and support procedures.

Application Support / Web Developer Contractor - Various Clients

(2011-01 - 2016-12)

• Developed and supported web-based B2B applications, reporting tools, and business workflows for client-facing and internal users.
• Worked with business users to understand requirements, troubleshoot issues, improve workflows, and deliver practical support solutions.
• Assisted with testing, deployment support, documentation, and application improvements for end users and administrators.

B.S. - Computer Information Systems - Emporia State University (1999-12)