My Phan

Information Systems graduate with over three years of experience in banking IT support. Worked with internal users to clarify requests, investigate system issues, and coordinate with central IT. Looking to transition into a Business Analyst role, building on practical experience with banking workflows and user support

Systems Support and Customer Service (L1) at Agribank Tan Binh Branch (2021-12 – 2025-01)

• Clarified requests from internal departments and carried out approved account updates, role-based access changes, and PKI token issuance or renewal.
• Supported internal applications for asset and vault management, internet banking, and electronic invoicing; explained system access and usage to staff.
• Documented incidents and affected users, assessed business impact, and coordinated with central IT and stakeholders through resolution.
• Investigated ATM cash-dispense complaints by cross-checking transaction records, system logs, and CCTV footage; prepared findings for accounting review.
• Guided staff on system use while following banking security and approval procedures.

Information System – INDUSTRIAL UNIVERSITY OF HO CHI MINH CITY (2017-08 – 2021-08)