Lap Nguyen has over 15 years of experience in IT roles including as a Technical Service Delivery Manager at the Australian Taxation Office. He has experience managing teams that support complex systems such as Genesys, Oracle Siebel, and Microsoft SQL Server. Previously he held roles as a SAP Service Delivery Manager and Siebel Production Support Delivery Manager. He also has experience as a Siebel Administrator and Service Desk Analyst.

1. CURRICULUM VITAE
Name: Lap Nguyen
Security Clearance: NV1 – Negative Vetting 1
Date of Birth: 12th
May 1978
Address: 38 Norman Fisher Cct
Bruce ACT 2617
Telephone: W: (02) 6216 8339
M: 0410 407 822
Email: lapnguyen0@gmail.com
EMPLOYMENT DETAILS
Dec 2014 - Technical Service Delivery Manager/Solution Architect
Current Australian Taxation Office
My current role’s main responsibilities are:
• Lead and manage SMEs from product vendors and other technical areas to
resolve complex problems and defects with ATO production systems including
but not limited to:
o Genesys IWD
o Genesys IVR
o Microsoft SQL Server
o Oracle Siebel
o Nuance Voice Biometrics
• Single point of contact between business, vendors, outsources and technical
teams
• Lead and manage technical consultation with business to develop and
maintain a technology roadmap that aligns to strategic business outcomes.
• Lead and manage governance and technical assurance activities.
• Prepare technical option papers for senior management decision making
Oct 2012 - SAP Service Delivery Manager
Dec 2014 Australian Taxation Office
As the SAP Service Deliver Manager I manage and coordinate the engagement process
with all stakeholders to SAP. This involves managing and reporting on all incidents and
problems raised with the ATOs SAP system as well as managing changes and releases.
In this role I have been responsible for developing and implementing processes and
procedures that define team workflows in response scenarios encountered in everyday
operations.
I have also performed the role of Change and Release Manager with experience in
administering SAP changes using SAP SolMan.
Lap Nguyen
Curriculum Vitae Page 1

2. Feb 2011 - Siebel Production Support Delivery Manager/
Siebel Developer
Oct 2012 Australian Taxation Office
As the Production Support Delivery Manager of the Siebel Section, I am responsible for
the Business As Usual team of the Siebel section. This team provides level 3 resolver
group support services as per ITIL methodology for the ATOs Siebel application. This
application is one of ATOs headline applications with an average of 10,000 concurrent
users per day. This team is responsible for completing technical tasks assigned to our
team, which are associated to problems and incidents as per the ITIL methodology.
Some of my main tasks are as follows:
• Manage, coordinate and assign tasks to team members within the Siebel
section based on priority to meet service level agreements.
• Report directly to EL2 director and Band 1 SES on critical and high priority
issues affecting Siebel BAU.
• Raise and coordinate change requests for production.
• Manage and coordinate technical resources to resolve critical and high priority
incidents and problems as per ITIL methodology.
• Liaise with external stake holders such as HP, Optus, LMA, Incident
management, Problem Management, ATO Business, Oracle, to resolve issues
and maintain effective working relationships.
• Provide leadership and manage team of resources, which includes ongoing
staff, direct contractors and external service providers.
• Assist project teams, functional design teams by providing advice and quality
assurance.
May 2009 - Siebel Administrator
Feb 2011 Department of Immigration
As a Siebel administrator, I have been part of a project team that has implemented a
Siebel 8.1 upgrade. This upgrade includes installing, configuring and administering
Siebel 8.1 Enterprise on a windows server environment. It also includes the installation,
configuration and administration of Siebel 8.1 Remote Web Client and Siebel 8.1 Tools
on Windows desktop environment.
During this time I have also gained experience in the following:
- Siebel analysis and design and configuration using Siebel Tools,
- Siebel Enterprise Integration Manager to perform bulk data loads,
- Siebel Application Deployment Manager to migrate changes from one Siebel
environment to another.
- Migrating Siebel Repository and Reference Data changes from one Siebel
environment to another.
- Administration of Windows Application Servers with Windows XP Server.
Lap Nguyen
Curriculum Vitae Page 2

3. Aug 2008 – Service Desk Analysis – Department of Immigration
May 2009 - Unisys
Whilst working as a Service Desk Analyst, I performed Higher Duties as the Critical
Incident Manager and as Second Level Resolver Group Analyst. My regular duties
included:
- Taking 1st
Level help desk calls and resolving interactions.
- Logging Incidents to 2nd
Level resolver groups.
- Using HP Service Centre to manage Incidents until they are resolved.
During this time all Service Desk Analysis were performance managed using Key
Performance Indicators(KPIs). After the first month, I was always one of the top 5
Service Desk Analysts as measured by KPIs
Feb 2005 – Business Manager/Assistant Sales Manager/Sales Consultant
Aug2008 - Rolfe Motor Group/Capital Star Mercedes Benz
During this time, I have consistently been one of the top sales performers in the Rolfe
Motor Group.
I also mentored and managed a sales team of 4 -5 sales people with a monthly budget
of around $100,000 gross.
Nov 2002 – Sales Consultant
Dec 2004 Peter Blackshaw Real Estate / Maloney’s the Estate Agents
List and sell residential Properties and achieve goals and targets.
QUALIFICATIONS
2010 Bachelor of Information Technology
University of Canberra
1996 Year 12 Certificate
Dickson College, ACT
REFEREES
Details of Referees are available on request
Lap Nguyen
Curriculum Vitae Page 3