David Suh
Lawrenceville,GA
Summary
Proficient IT specialist with a well-demonstrated history of delivering outstanding technical support and customer service. I stand out in resolving issues, finding solutions and delivering top-notch assistance to end-users.
Overview
4
4
years of professional experience
Work History
Sales Associate - Build Your Own Dept.
Micro Center
06.2024 - Current
- Assist customers with extremely large variance in types of computers to be built.
- Extensive knowledge of computer hardware.
- Engag with customers to effectively build rapport and lasting relationships.
- Recommendations and solutions within 5 minutes of listening to a customer's concern.
- Solve customer's challenges by offering relevant products and services.
- Deliver energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Engag in friendly conversation with customer to better uncover individual needs.
- Recommend new and replacement hardware and software purchases.
- Complete routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
- Research and identified problems with computers and advised staff and clients on plans of action.
- Disassembl computers to perform diagnostics and check for repair needs.
- Respond to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
Key Point of Oversight
TaskUs
01.2022 - 01.2024
- Acted as the key point of oversight for the player support team, responsible for optimizing workflow efficiency, maintaining quality service.
- Proficient in the regular review, update, and creation of internal policies and procedures at regional and global levels, ensuring operational excellence.
- Excellent at maintaining and nurturing strong client relationships.
- Skilled in leading global learning initiatives.
- Highly experienced in on-boarding new hires with a 95% pass rating from training to front-line support.
- Proficient in ensuring adherence to high-quality standards in all aspects of operations.
- Organized and detail-oriented with a strong work ethic.
- Gained strong leadership skills by managing projects from start to finish.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Quality Assurance Analyst
TaskUs
01.2021 - 01.2022
- Identified and resolved defects within production.
- Recommend, implement and monitor preventative and corrective actions to ensure that quality assurance standards are achieved. This provided a 68% uplift in all IT Support fields.
- Ensure that user expectations are met during the testing process.
- Draft quality assurance policies and procedures.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Reported progress, test metrics and results to project stakeholders.
- Developed and maintained defect databases for known issues.
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
- Authored and maintained well-organized, efficient and successful manual test cases for entire team.
Customer Support Specialist
TaskUs
01.2021 - 01.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Using critical thinking skills to deduce customers issue and resolve.
- Multitasked to handle diverse customer needs in high-volume Ticketing setting, prioritizing tasks to keep up with challenging deadlines.
- Expert level of OS troubleshooting and software troubleshooting.
- Installed and configured operating systems and applications.
- Developed and implemented preventive maintenance procedures.
- Diagnosed and troubleshot hardware, software and network issues.
- Generated reports to track performance and analyze trends.
Education
High School Diploma -
Mill Creek High School
Hoschton, GA01.2015
Skills
- Proficient in internal policies and procedures
- Client relationship management
- Global learning initiatives
- On-boarding and facilitation of new hires
- Communication skills
- Interpersonal skills
- Windows OS Troubleshooting
- Mac OS Troubleshooting
- Guru Knowledge Base Software
- Microsoft Power BI
- Microsoft Office Suite
- Google Workspace
- Trello
- Slack
- Software diagnosis
- Test planning and documentation
- Performance optimization
Job Titles
- IT Subject Matter Expert
- IT Quality Assurance
- IT Player Support
Work Experience
8 years Customer Support, 6 years IT Support, 2 years Subject Matter Expert, 2 years On-boarding and Training, 1 year QA Analyst
Languages
Korean
Limited Working
Timeline
Sales Associate - Build Your Own Dept.
Micro Center
06.2024 - Current
Key Point of Oversight
TaskUs
01.2022 - 01.2024
Quality Assurance Analyst
TaskUs
01.2021 - 01.2022
Customer Support Specialist
TaskUs
01.2021 - 01.2022
High School Diploma -
Mill Creek High School
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