Nathan Bui

Detail-oriented Operations and Project Management professional with a proven track record of evaluating business processes, analyzing system performance, and driving continuous improvement across complex enterprise environments. Adept at requirements analysis, documenting workflows, and translating technical solutions to meet client and managerial needs. Strong cross-functional communicator skilled in risk management, Statement of Work (SOW) contract governance, and validating service deliverables to optimize overall business value.

Managed Services Manager - Hewlett Packard Enterprise

(2023-07 - 2026-09)

• Evaluated business processes and anticipated user requirements across designated accounts, uncovering areas for improvement to drive alignment and business value.
• Analyzed, documented, and clarified system business requirements while acting as the primary focal point for technical escalations, change requests, and IT service delivery.
• Collaborated closely with clients, engineers, and relevant stakeholders to coordinate change requests and technical upgrades across environments including Storage, VMware, and networking switches.
• Validated system performance against requirements by tracking milestones, ensuring strict governance on Statement of Work (SOW) contracts, and maintaining IT Service Level Agreement compliance above 90%.
• Delivered monthly reporting and analytical insights, translating complex data into actionable recommendations during customer meetings to support operational readiness.
• Acted as a trusted consultant and primary liaison between clients, executive leadership and technical teams to improve and maintain customers satisfaction stayed in “Green” status for the full fiscal year.
• Helped maintain consistent IT Service Level Agreement over 90% compliance across consecutive quarters by proactively tracking milestones, mitigating service risks and escalations
• Ensured strict governance on Statement of Work (SOW) contracts to prevent Managed Services organization from taking unnecessary cost by only aligning to what agreed within the scope of services

PC Help Desk Technician - Lone Star Community College

(2022-12 - 2023-05)

• Perform on-site analysis, diagnosis and resolution of PC problems for end users, and recommend corrective hardware solutions, including off-site repair as needed
• Respond to calls, tickets or texts to troubleshoot any hardware problems throughout campus
• Help maintain all monitors, keyboards, printers and scanners and other equipment’s
• Helped resolve 90% of campus hardware, equipment and networking ticketing requests within timely fashion, assisted minimizing downtime for faculty and students
• Maintained high customer satisfaction rating by delivering resolution for any issues on timely fashion

Bachelor of Science - Electrical Power Engineering Technology - University of Houston (2019 - 2023)