Customer Service Information Technology

Kevin Chong Resume

I'm currently a student and pursuing my Bachelors in Science for Information Technology with a focus in Security

and System Information at ASU. I currently only have about 40 credits left remaining so my plan is to work part

time and finish my Bachelors. I recently just quit a technology support job where I've worked for the past 2 years

and gained a lot of knowledge/experience while working my way up within the company. This would be a great

opportunity for me to build on my current skill set while I complete my degree. My overall plan is to be a manager

within an IT department dealing with management and information technology at once.

Kevin Chong

Cell : 623-***-****

e-mail : ********@*****.***

Profile

Objective Seeking a position within the Information Technology or Customer Service

department.

Availability Part Time 25/hrs. a Week

Key Skills

I’m great at understanding and grasping new concepts which allows me to learn them quicker.

Also proficient or familiar with a vast array of computer equipment, hardware, software, and

operating systems.

All Microsoft office

Programs, Windows Installing/Patching/Updatin

Starship, MAS90, XP/VISTA/7/8/8.1 g software, backing up

Replacing/Upgrading

Sugar CRM, data, and virus/spyware

any computer

RighNow CRM, removal

hardware. MAC OSX 10.8/10.9

Sales Force CRM,

and Microsoft

Windows Server

SQL

2003/2008/2012

Education

Centennial High School, Peoria, AZ

2004 to 2008

A+, Computer Programming, Computer Networking 1 and 2.

Glendale Community College, Glendale, AZ

2008 to 2011

Transferred to ASU for a Bachelor’s Degree

Arizona State University, Tempe, AZ

2013 to Present

Computer Systems (Embedded Hardware) BS – Ended

In Progress: Information Technology (Security/System Administration)

BS

Work Experience

J-Curve Technologies Part Time to Full T

Jan 2012 to May 2

Help Desk (Software Support) 1/9/14-5/19/14

Create and respond to tickets as necessary. Each ticket must have detailed troubleshooting

•

documentation that explains the problem, details the work performed, and describes the

resolution to the problem

Escalate tickets when unable to resolve issues, directing to appropriate departmental contact or

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for problem res

Collect necessary data and information to replicate issues on test servers

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Directly accessed users workstation via RDP, VPN, G2A, WebEx, and other various remote access

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Directly accessed Windows based servers via RDP, VPN, G2A, WebEx, and other various remote

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tools

Troubleshoot issues by gathering log files(IIS, COM+, Application, Software logs) and determining

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the root of cause occurred

Utilized SQL to run basic queries to confirm data and update any fields within a table

•

Tier 3 Agent (Team Coordinator) 6/12/13-1/9/14

Interviews

•

• Handled phase 1 of the interview process

Typing Test/Mock Email

o

Interview

o

Closed Accounts per customers request

•

Active Floor Manager

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• Managed 15-20 agents on a daily basis

• Walk the floor to ensure agents are on task

• Monitored wall boards

• Handled Supervisor Calls and Kudos Calls

• 1 on 1 coaching opportunities with agents

• Report directly to my supervisor at the end of the shift

• Report to my supervisor immediately if an outage or system down occurs

• Communicate directly with all agents if an outage occurs

Documentation for new Procedures/Knowledge Base Articles or SOPs

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Handle chat requests for Tier 1 and Tier 2 agents

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Case management

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• Ensuring cases are updated, properly worked, and escalated in a timely manner.

• Assign cases to agents to ensure they're up to date in a timely manner

Ensuring SLA (Service Level Agreement) is met

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Tier 2 Agent (Tech Support) 4/28/12-6/12/13

Handled inbound calls and emails

•

Worked at home with minimal supervision from 9/1/12-4/1/13

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Handled escalation calls/emails from Tier 1 Agents for technical issues

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• Networking Issues on Blu-Rays, HDTVs, Streaming Boxes, and Game Consoles

• Audio/Video Issues on Blu-Rays, HDTVs, Streaming Boxes, and Game Consoles

• Web Playback Issues on PC/Mac, tablets, and smartphones

• Received Tier 3 portal access in Dec '12

Tier 1 Agent (Customer Service) 1/15/12-4/28/12

Handled inbound calls and emails

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Ensured cases were up to date on a daily basis

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Received Tier 2 certification in May '12

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Daphnes Head covers

Par

Packaging/Shipping March to May

Pulled head covers from orders, pack them, and ship them.

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Inventory all the head covers in the warehouse.

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Ping Golf

Tempora

Assembler May to Aug

Grinded golf clubs and placed them into machine operated sand blasters.

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RollerPlex Part Tim

Cashier/Customer Service Dec to March, 2008

Worked at the snack bar alone handling customers, preparing food, and the cash register. I also wo

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up birthday parties and answer the phone daily.

Sonic Drive-In Part Tim

Cook May to Aug, 2006

Prepared food/drinks/ice cream to customers

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Took in orders at the switchboard

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Cleaned various cooking equipment

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Received a raise after 1 month

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Contact this candidate