Technical Support Specialist

• Aug 2018 - Present

Peer Counselor

• Jun 2018 - Apr 2019

- Support and counsel clients on work-related issues through an anonymous, text-based app - Empower each individual to make decisions by utilizing coaching and counseling techniques - 30+ hours training in active listening, management, and workplace dynamics - Invited to be a panel member in collaboration with SFTech4Good discussing "Using people + tech skills for good." (See link below) - Support and counsel clients on work-related issues through an anonymous, text-based app - Empower each individual to make decisions by utilizing coaching and counseling techniques - 30+ hours training in active listening, management, and workplace dynamics - Invited to be a panel member in collaboration with SFTech4Good discussing "Using people + tech skills for good." (See link below)

Client Success Manager

• May 2017 - Aug 2017

- Managed IT infrastructure of 30 accounts by working cross-functionally with Project Managers and Systems Engineers - Conducted regular calls and meetings with key contacts to discuss high-level issues, strategic planning, and service feedback - Identified case trends and proactively mitigated issues before they became critical - Managed IT infrastructure of 30 accounts by working cross-functionally with Project Managers and Systems Engineers - Conducted regular calls and meetings with key contacts to discuss high-level issues, strategic planning, and service feedback - Identified case trends and proactively mitigated issues before they became critical

Technical Advisor

• May 2014 - May 2017

- Southeast District Most Valuable Player and Microsoft Store Most Valuable Player for achieving perfect Net Promoter Scores (NPS) - Performed technical consultations to determine root causes of issues and best solutions based on customer feedback - Trained internal staff on new systems and processes through instructional guides and in-person workshops - Implemented UX methodologies to develop prototype for internal CRM system to increase efficiency (www.skangux.com) - Southeast District Most Valuable Player and Microsoft Store Most Valuable Player for achieving perfect Net Promoter Scores (NPS) - Performed technical consultations to determine root causes of issues and best solutions based on customer feedback - Trained internal staff on new systems and processes through instructional guides and in-person workshops - Implemented UX methodologies to develop prototype for internal CRM system to increase efficiency (www.skangux.com)

Advanced Repair Technician

• Oct 2013 - May 2014

- Performed advanced hardware and software repairs on Macs, PCs, mobile devices, and audio/visual equipment - Educated clients through detailed notes about repairs rendered, and how to take preventative measures - Performed advanced hardware and software repairs on Macs, PCs, mobile devices, and audio/visual equipment - Educated clients through detailed notes about repairs rendered, and how to take preventative measures

Interim General Manager

• Jan 2011 - Oct 2013

- Trained 11 sales associates through peer feedback and coaching, exceeding sales goals for 18 consecutive months- Led weekly 1:1 meetings for professional development, and monthly team meetings to review business performance- Executed administrative functions, including payroll, staff scheduling, training, cash handling, and business operations

Sales Supervisor (H-Mart Concept Store)

• Aug 2009 - Dec 2011

- Selected as project lead for pilot store dedicated to the Asian/Asian-American community- Hired and trained 15 new sales staff on customer service and sales methods - Requested by corporate office to serve as lead trainer for second concept store in Chicago, IL