Chan Lon
Stockton,CA
Summary
Driven IT professional with a proven track record at Fastly, adept in ticket management and offering exceptional remote support. Excelled in hardware diagnostics and desktop troubleshooting, successfully closing over 4000 support tickets and supporting 1500+ users globally. Skilled in both technical documentation and user support, demonstrating significant contributions to system improvements and customer satisfaction.
Overview
9
9
years of professional experience
Work History
Associate IT Helpdesk Support
Fastly
02.2023 - Current
- Collaborated with outside departments to implement system-wide improvements.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Patched software and installed new versions to eliminate security problems and protect data.
- Became a subject matter expert for multiple applications and updated provisioning documentation.
- Researched and identified solutions to technical problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Created user accounts and assigned permissions.
- Onboarded new users and delivered white-glove support to C-level executives.
- Streamlined processes for provisioning SaaS tools.
- Supported over 1500 users worldwide, contributing to the company's growth.
- Successfully completed over 4000 support tickets in 2.5 years.
Advanced Repair Agent
Best Buy, Geek Squad
08.2018 - 09.2022
- Assembled, maintained, and repaired system hardware.
- Conducted diagnostic procedures to determine root cause of customer problems and provide accurate repair recommendations.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Utilized variety of tools and diagnostic equipment to complete repairs.
- Installed and programmed variety of consumer products.
- Updated and replaced outdated drivers and software for computers and office machines.
- Evaluated systems according to predetermined checklist and noted issues.
- Processed and repaired Apple devices as a certified Apple Technician including OSX devices and IOS devices
- Generated reports for customer service issues and repair records.
- Supported over 200 users a week
Computer Consultant
Plus IT
08.2015 - 09.2016
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained office PCs, networks and mobile devices.
- Configured systems according to prescribed software and hardware frameworks.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Experience as a dispatcher to ensure client satisfaction
- Created user accounts and assigned permissions.
- Supported over 100 businesses
Skills
- Ticket management
- Remote Support
- Software Installation
- Hardware diagnostics
- Hardware and Software Repair
- User Support
- Technical Documentation
- Application support
- Troubleshooting skills
- Experienced with OSX and Windows platforms
- G-suite
- Jamf
- Okta
- Jira
- Helpdesk operations
Timeline
Associate IT Helpdesk Support
Fastly
02.2023 - Current
Advanced Repair Agent
Best Buy, Geek Squad
08.2018 - 09.2022
Computer Consultant
Plus IT
08.2015 - 09.2016
Similar Profiles
Alvaro OlivaresAlvaro Olivares
Billing Specialist at FastlyBilling Specialist at Fastly
Kelsey OldershawKelsey Oldershaw
Executive Assistant to the Chief Revenue Officer at FastlyExecutive Assistant to the Chief Revenue Officer at Fastly
Windy MesquitaWindy Mesquita
VP Global Customer Success at Fastly Inc.VP Global Customer Success at Fastly Inc.