SUMMARY:

• Experienced in PC / Mobile / Network troubleshooting, technical documentation and end - user support coordination
• Excellent communicator and presenter with strong customer service skills
• Consistent history of training learners / users of all levels in various multi-cultural environments

TECHNICAL SKILLS:

OS: DOS, Windows XP, Vista, 7, 8, 10, Android, Linux (Ubuntu), Unix

Applications / Software: MS Office 2010 / 2013, MS Outlook 2010, MS Lync, BMC Remedy, MS Remote Desktop, Java, Silverlight, MS SCCM, MS Active Directory, ActivClient, MS Credant, MS BitLocker, Forescout CounterAct, LANDesk, VMware, Cisco Anyconnect VPN, Cisco Webex, Cisco Jabber, Touchpoint ACD, Desktop ACD, Mainframe, Maas360, Mozilla Firefox, Mozilla Thunderbird, Desktop Originator, Desktop Underwriter, Q Online Practice, ASR Provisioning Tool, WordPress, OpenOffice, Pidgin, Oracle OIM

Hardware: LAN/WAN, LEC, CLEC, DS0, DS1, DS3, SONET ring, RSA Token, Yubikey, PC hardware, laptops, iPhone, iPad

Protocols: OSI Model, Frame Relay, ATM, HTTP, FTP, Telnet

Other: Test Scripts, Test Scenarios, Test / Use Cases, Requirements & Functional Testing, ITIL, HIPAA, Security audits, excellent project management, organizational, administration, coordination, multi-tasking, communication, interpersonal, collaboration, presentation, customer service, technical support, documentation, troubleshooting and writing skills.

PROFESSIONAL EXPERIENCE:

Confidential, Washington, DC

Help Desk Support Analyst

Responsibilities:

• Provides technical support via phone, email and remote desktop connection for hardware, software, applications, user accounts / permissions, network and connectivity issues for on-site and remote federal government users
• Serves as initial point of contact for users - creating service requests, escalating / dispatching tickets for higher levels of support and updating case notes in tracking system until resolution within SLA requirements

Confidential, Columbia. MD

Customer Support Analyst

Responsibilities:

• Provided technical support via phone, email and remote desktop connection for post-sales customer issues including product hardware / software compatibility and configuration, licensing, invoicing / shipping and product availability
• Served as point of contact for customers - handled dispatched open service requests and wrote case notes in tracking system until the attainment of complete resolution

Confidential

Academic English Instructor

Responsibilities:

• Taught English discussion, reading comprehension, writing, grammar, presentation and Business English skills to undergraduates and business professionals
• Received strong student evaluation scores averaging over 80% over 9 years
• Administered online e-learning program with tasks including creating user accounts / permissions and scheduling of assignments
• Provided essential translation and interpretation for English-speaking staff and Korean-speaking administrators, resulting in clear and effective cross-cultural communication

Confidential

Online E-Tutor

Responsibilities:

• Evaluated and edited student TOEFL practice essays for grammar and writing errors using online educational software, leading to greater writing proficiency and higher test scores

Confidential

Academic Coordinator

Responsibilities:

• Led a group of six academic English instructors and two administrators to provide exceptional educational leadership and service to learners
• Improved English language fluency and test scores of elementary and middle school students by teaching discussion, reading comprehension, writing, grammar and language arts skills
• Developed curriculum, testing and evaluations utilized by 8 Poly REI campuses

Confidential

Conversational English Instructor / Trainer

Responsibilities:

• Taught English discussion, reading comprehension, writing, grammar, presentation, American History / Culture and Business English skills to undergraduates and business professionals
• Trained hundreds of Korean public school teachers in the effective utilization of English in the classroom
• Innovated new learning programs utilizing multimedia such as PowerPoint slides, video clips, worksheets, audio recordings and other tools

Confidential, Herndon, VA

Product Support Representative

Responsibilities:

• Supported web-based mortgage loan applications for lenders and brokers nationally
• Effectively resolved users’ issues and requests with mortgage loan applications, third-party applications and connectivity / transmissions, resulting in increased applications usage and productivity
• Maintained clear documentation of user requests / problems using Remedy ticketing system

Confidential, Arlington, VA

Network Provisioner III

Responsibilities:

• Delivered and documented network data services from cradle to grave for business clients based on requested service specifications
• Configured and routed Frame Relay/ATM engineering circuit orders from DS0 to DS3 bandwidths
• Resolved backlog order escalations efficiently for Frame Relay / ATM Narrowband Department, resulting in higher levels of customer satisfaction
• Ordered services and maintained strong relationships with external vendors and local exchange carriers
• Trained other Provisioners in order management process, circuit design/routing, and software applications

Confidential, Gaithersburg, MD

Junior Quality Assurance Analyst

Responsibilities:

• Developed test plans for discovering bugs and anomalies in a web-based human resources application
• Analyzed and documented bugs and anomalies while executing manual testing
• Trained other Analysts in testing procedures and strategies
• Recommended feature enhancements that added value to applications