Conner Song
Fremont,CA
Summary
Well-qualified support professional with positive and friendly demeanor. Strong attention to detail, effective communication skills and solid history of tackling diverse and challenging requirements. Well-versed in Desktop Support, Customer Service, Cybersecurity, and working in 24/7 uptime environment.
Overview
10
10
years of professional experience
Work History
EMT
Royal Ambulance
03.2024 - Current
- Provide EMS to diverse patient populations and communicate with compassion and empathy with patients
- Transported patients to hospitals and other medical facilities while providing care and monitoring vital signs.
IT Program Manager
US Army
10.2019 - 06.2023
- Collaborated with cross-functional teams to develop innovative solutions that addressed complex business challenges.
- Boosted communication capabilities for 1000+ remote personnel by coordinating with various government agencies, improving operational effectiveness.
- Reduced response times for helpdesk queries by implementing a ticket management system.
IT Helpdesk Section Lead
US Army
10.2018 - 10.2019
- Manage 24/7 IT helpdesk operations, ensuring minimal downtime for 10,000+ personnel across South Korea
- Developed comprehensive knowledge base articles, empowering users to resolve common issues independently.
- Served as liaison between IT department and end-users, facilitating smooth escalation of complex issues when necessary.
Open-Source Analyst Manager
US Army
10.2014 - 06.2018
- Created tailored briefings for senior leadership, effectively communicating complex findings in an accessible manner.
- Served as subject matter expert for various projects, lending expertise to interdisciplinary teams working on high-priority initiatives.
Education
Bachelor of Science - Information Systems
University of The Incarnate Word
San Antonio, TX12.2022
Skills
- Helpdesk
- Public Speaking
- Project Management
- Windows 10
- System Administrator
- Logistics
- Team Leadership
- Cybersecurity
- Risk Management
- Quality Assurance
- System Integration
- Remote Support
- Desktop troubleshooting
- Ticket management
- Software Installation
- Security Protocols
- System Administration
- Helpdesk operations
- Application support
- User Support
Timeline
EMT
Royal Ambulance
03.2024 - Current
IT Program Manager
US Army
10.2019 - 06.2023
IT Helpdesk Section Lead
US Army
10.2018 - 10.2019
Open-Source Analyst Manager
US Army
10.2014 - 06.2018
Bachelor of Science - Information Systems
University of The Incarnate Word
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