AI & Data Delivery Leader · Hanoi, Vietnam

Turning AI and data into measurable business results.

I lead enterprise Generative AI engagements built on RAG and GraphRAG, alongside data engineering and data consulting programmes. Over 11 years I have delivered automation, analytics and transformation across IT services, customer experience, a regional super-app, market intelligence and Microsoft enterprise support.

LinkedIn ↗

Email: chidoanbusiness@gmail.com
Now: Project Manager, AI & Data · FPT Software
Focus: RAG · GraphRAG · Data engineering · AI governance
Teams: Vietnam · China · Kenya

Credentials

Published work and verified training

Business and policy foundations, strengthened by machine learning, AI engineering and AI governance training from Stanford, Oxford and MIT xPRO.

Publications & projects

Book

SI Governance

Book and research on governing advanced AI, covering jailbreaking, guardrails and legislation.

Course

Machine learning course

Self-built course, from gradient descent to adapters.

Model

Vietnamese LLM chatbot

Small language models fine-tuned with LoRA from Qwen 2.5 (3B) and Llama (8B).

Data book

Facts about our multifaceted world

Interactive data book examining global issues through charts and analysis.

Web

CD website

Research, e-learning, web applications and stock-market tools.

Certifications

Stanford Online

Additional training: Responsible AI Practices, Leading with Generative AI, Introduction to Risk Management, Intermediate Deep Learning with PyTorch, Efficient AI Model Training with PyTorch.

Education

BA, Political Science and Government

Victoria University of Wellington · Cum Laude · 2013

BBA, Business Administration and Management

Truman State University · Magna Cum Laude

What I bring

From AI prototype to delivered, trusted outcome

Many teams can build an AI prototype. Far fewer can deliver it on time, keep it secure and show what it changed for the business. My background covers all three.

Generative AI delivery

I lead enterprise engagements built on retrieval-augmented generation and knowledge-graph GraphRAG, and I am hands-on with Python, SQL, PyTorch and LoRA fine-tuning.

RAG and GraphRAG engagements at FPT Software · 2nd place, FHN DATA AI Day Hackathon · Vietnamese LLM fine-tuned from Qwen 2.5 and Llama

Automation with measured ROI

I start from the business case, automate the costly manual work, and report results in hours saved and tickets removed.

60% of support tickets automated at GoTo Group · daily processing cut by more than 80% at CBTW

Governance and trust

I have managed critical incidents for global banks and exchanges, embedded information-security requirements into client solutions, and studied AI governance at Oxford.

Microsoft incident response for the London Stock Exchange and Deutsche Bank · AI Governance, Saïd Business School · author of SI Governance

Impact

Results, measured

Each came from redesigning how the work was done before automating it.

CBTW

from 3–4 hours to20–30 min

Daily campaign processing, more than 80% faster after VBA tooling and automated Power BI and Cognos reporting.

GoTo Group

tickets automated60%

Share of in-app support tickets automated, taking repetitive work off the Service Excellence team.

CBTW

peak open rate80%

Across campaigns to ~50,000 leads, with reply rates up to 22% after A/B testing.

Microsoft · Tek Experts

staff quality-assured~100

Case reports and resolutions reviewed across Hanoi and Dalian for premium enterprise clients.

Timeline

Eleven years, to scale

Each bar is a role, plotted from 2015 to today. The highlighted bar is my current role.

Experience

Roles and responsibilities

For each role: the scope, what I owned and the tools I used.

AI, Data Engineering & Consulting

Project Manager

Delivery lead for enterprise AI and data engagements, including Generative AI solutions built on retrieval-augmented generation (RAG) and knowledge-graph-based GraphRAG.

Lead delivery of Generative AI, data engineering and data consulting engagements, owning scope, schedule, risk and stakeholder communication.
Built delivery discipline through structured work breakdown, proactive risk management and continuous improvement, increasing code reuse across projects.
Championed AI-assisted development to speed up engineering, safeguarded by rigorous code review.

2nd-place team, FHN DATA AI Day Hackathon · featured in FPT News

RAGGraphRAGAI engineeringRisk managementCode review

Client Digital Transformation

Transformation Consultant II · Senior Manager

Senior transformation lead advising clients in Vietnam on process automation, analytics, operational tooling and Generative AI adoption.

Led client transformation projects across process automation, analytics, operational tooling and Generative AI.
Built cost-benefit analyses and business-outcome cases that shaped client investment and solution decisions.
Partnered with engineering teams to embed information-security requirements into client solutions.

Generative AIAutomationBusiness casesInfoSec

Service Excellence Automation & Salesforce

Process Improvement Manager

Led service-excellence automation and Salesforce operations for the Vietnam market of one of Southeast Asia's largest digital ecosystems.

Automated 60% of in-app support tickets, taking repetitive manual work off the Service Excellence team.
Owned the Salesforce platform for Vietnam: redesigned document workflows and governed data access through rule-based controls and analytics dashboards.
Delivered a food search feature with data engineering and merchant teams, and drove cross-functional fixes against defect-rate and customer-satisfaction targets.

GoStar employee award

SalesforceProcess automationDashboardsAccess control

Cross-platform Campaign Operations & Reporting

Campaign Manager

Owned cross-platform campaign operations end to end: data quality, automated reporting and performance optimisation.

Managed cross-platform campaigns and led data-quality supervision for a team of about 30.
Automated reporting in Power BI and Bullhorn Cognos and built VBA tooling that cut daily processing time by more than 80%, from 3–4 hours to 20–30 minutes.
Reached ~50,000 leads with open rates up to 80% and reply rates up to 22%, using A/B testing to optimise messaging.

Power BIBullhorn CognosVBAA/B testing

Client Market Analysis

Market Research Analyst

Delivered market intelligence for multinational clients by combining proprietary research databases with primary interviews.

Produced market analyses for clients including Visa, triangulating database research with primary interviews.

Market intelligencePrimary interviewsResearch databases

Microsoft Premium Enterprise Incidents

Microsoft Crisis Manager

Crisis manager for Microsoft's premium enterprise support, coordinating critical incident response for global financial institutions and other enterprise clients.

Coordinated urgent incident resolution for Microsoft premium clients, including the London Stock Exchange and Deutsche Bank, with duty managers and engineers worldwide.
Quality-assured case reports and resolutions from ~100 staff in Hanoi and Dalian; managed escalations across Azure, Visual Studio, SQL Server and ASP.NET.

AzureSQL ServerASP.NETIncident management

SME Platform Delivery, PMO & CRM

PMO & CRM Manager

PMO and CRM lead for a platform serving Southeast Asian SMEs, coordinating delivery with an international development team.

Ran the PMO: coordinated project delivery, product testing and a remote development team in Kenya.
Built customer pipelines and managed CRM operations and the ERP customer database.
Oversaw product content and operations, including procurement, ROI modelling and customs-cost analysis.

PMOCRM / ERPProduct testingRemote teams

Competencies

Where I lead, and where I am hands-on

Generative AI & Data

RAGGraphRAGLoRA fine-tuningAI engineeringData engineeringData consultingAI governanceResponsible AI

Delivery Leadership

Work breakdownRisk & issuesStakeholdersContinuous improvementCost-benefit & ROIOutcome assessment

Programming & Analytics

PythonSQLPyTorchPower BIVBABullhorn Cognos

Platforms & Automation

SalesforceERP / CRMProcess automationWorkflow designAccess controlDashboardsA/B testing

Enterprise Technology

AzureSQL ServerASP.NETVisual StudioInformation securityAI-assisted dev

Research & Product

Market intelligencePrimary interviewsProduct testingCustomer pipelinesProcurementCustoms costs