It Support professional

SANGDOE LEE

Phone: 615-***-**** Email: ************@*****.***

Dedicated and motivated professional with a diverse education and background in customer service, help desk IT support, process planning, supply chain management, and organizational support. Able to consult on multifaceted projects, streamline internal processes to enhance overall productivity, and foster positive relationships with a wide range of clients, colleagues, and key business partners. Consistently recognized for outstanding contributions to the bottom line and solid reputation for resolving complex issues. Commended for efficiency, priority management, and communication skills. Computer savvy and familiar with many modern systems and applications including MS Office (Excel, Word, Access, etc), ServiceNow, Salesforce, Cisco, Kronos, Webex, and Beyond Trust Remoting Support

Education

University of Tennessee – Knoxville, TN Dec. 2015 Bachelor of Science in Business Administration (BSBA)

Major: Supply Chain Management

Concentration: Internal Auditing

Professional Experience

DaVita - Nashville, TN November 2022-Current Service Desk (IT) Professional I

●Served as the first point of contact for teammates seeking technical assistance, demonstrating unparalleled professionalism and a service-centric approach. Achieved a Customer Survey score of 4.91 out of 5 over 100 surveys

●Analyzed and resolved technical problems, leveraging extensive problem-solving skills and utilizing advanced diagnostic tools. Included hardware such as Thin Clients, Printers, CM130 Gateway devices, RFID scanners, and Dialysis machines

●Coordinated with Clinical teammates on ensuring completion of secured procedures such as lab draws, shipping, medication administration, Assessments, plans of care, and vital charting throughout patient treatments

●Communicated technical solutions effectively via phone, email, chat, or remote session, tailoring the complexity of the message based on the user's level of understanding and credentials, including licensed clinical teammates such as Registered nurses, Master Social Workers, Dieticians, Facility Admins, Clinical Coordinators, Biomeds, and Central Anemia Managers

●Escalated complex issues to higher support tiers as required, ensuring seamless transition and rigorous documentation until resolution. Met and exceeded company standards, first call resolution metric of 89% and missed training opportunities less than 3%

Fifth Third Bank – Hendersonville, TN January 2017-January 2019 Personal Banker II

●Actively solicited new clientele and households to identify and capitalize on new business opportunities

●Managed and bolstered relationships with 700 accounts within a book of business

●Daily involvement with various bank procedures and products including DDAs, CDs, Money Markets, Line of Credits, Equity, mortgages, notary, ATM maintenance, IRA, 401K, auto loans, and merchant processing

●Consistently recognized as a top performer with 99% operational excellence, average of half million loan pipeline, top 10% call/sit numbers, and promotion to Assistant Center Manager within a year,

America’s Best Value Inn – Nashville, TN May 2012- July 2016 Front Desk Manager

● Performed administrative and clerical tasks such as cash handling in support of daily business operations

● Conducted price negotiations, maintained inventory, and ordered/purchased supplies as needed

● Researched competitors pricing, assisted with special events, and maintained Excel spreadsheets

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