Summary
Overview
Work History
Education
Skills
Languages
References
Additional information
Timeline
Generic

Douglas Wong

Quincy

Summary

Dynamic technical support specialist with proven expertise at Industrial Video & Control, excelling in video management software and network troubleshooting. Recognized for delivering exceptional client training and system optimization, fostering strong team collaboration, and enhancing customer satisfaction through effective communication and problem-solving skills.

Overview

9
9
years of professional experience

Work History

<p>Hours per week: 40</p> <ul> <li>Duties, Accomplishments and Related Skills:</li> <li>Applied IT knowledge gained from both academic and professional experiences to provide expert technical support and consultation for camera video systems, utilizing various communication channels including phone, email (with or without a ticketing system), and remote access to clients’ systems</li> <li>Delivered in-depth support for a range of industry-standard video management software (VMS), including IVC VMS, ExacqVision, Wisenet, and Axis VMS software, ensuring optimal system performance and end-user satisfaction</li> <li>Engaged with clients in a calm and professional manner to deliver high-level technical support across software, networking, and camera hardware systems</li> <li>Frequently traveled across various states to perform on-site assignments, including troubleshooting camera system issues and providing training to new and existing clients.</li> <li>Collaborated with various law enforcement agencies—primarily Public Safety—and the U.S. military to conduct site visits, deliver customized camera system solutions (including surveillance trailers), and optimize system performance.</li> <li>Leveraged strong teamwork skills to coordinate with the Support Team, Software Developers, and Manufacturing Team in setting up, configuring, and troubleshooting camera video systems</li> <li>Utilized Chinese language skills to effectively communicate with local and international clients and vendors for training and troubleshooting purposes</li> <li>Conducted seasonal system checks on clients' camera video systems, performed necessary optimizations, and maintained detailed records of system status and performance</li> </ul>

INDUSTRIAL VIDEO & CONTROL
Newton
02.2021 - Current

Hours per week: 40

  • Duties, Accomplishments and Related Skills:
  • Applied IT knowledge gained from both academic and professional experiences to provide expert technical support and consultation for camera video systems, utilizing various communication channels including phone, email (with or without a ticketing system), and remote access to clients’ systems
  • Delivered in-depth support for a range of industry-standard video management software (VMS), including IVC VMS, ExacqVision, Wisenet, and Axis VMS software, ensuring optimal system performance and end-user satisfaction
  • Engaged with clients in a calm and professional manner to deliver high-level technical support across software, networking, and camera hardware systems
  • Frequently traveled across various states to perform on-site assignments, including troubleshooting camera system issues and providing training to new and existing clients.
  • Collaborated with various law enforcement agencies—primarily Public Safety—and the U.S. military to conduct site visits, deliver customized camera system solutions (including surveillance trailers), and optimize system performance.
  • Leveraged strong teamwork skills to coordinate with the Support Team, Software Developers, and Manufacturing Team in setting up, configuring, and troubleshooting camera video systems
  • Utilized Chinese language skills to effectively communicate with local and international clients and vendors for training and troubleshooting purposes
  • Conducted seasonal system checks on clients' camera video systems, performed necessary optimizations, and maintained detailed records of system status and performance

<p>Hours per week: 20</p> <ul> <li>Duties, Accomplishments and Related Skills:</li> <li>Performed quality control testing on IVC industrial cameras, including software, firmware, and hardware components.</li> <li>Installed and configured IVC video management software to ensure optimal system functionality.</li> <li>Assembled IVC industrial IP cameras with attention to detail and adherence to technical specifications.</li> <li>Assisted with shipping and receiving operations, ensuring accurate handling and tracking of products.</li> </ul>

INDUSTRIAL VIDEO & CONTROL
Newton
02.2019 - 02.2021

Hours per week: 20

  • Duties, Accomplishments and Related Skills:
  • Performed quality control testing on IVC industrial cameras, including software, firmware, and hardware components.
  • Installed and configured IVC video management software to ensure optimal system functionality.
  • Assembled IVC industrial IP cameras with attention to detail and adherence to technical specifications.
  • Assisted with shipping and receiving operations, ensuring accurate handling and tracking of products.

<p>Hours per week: 16</p> <ul> <li>Duties, Accomplishments and Related Skills:</li> <li>Maintained merchandise flow, restocking, and presentation standards throughout the store and stockroom.</li> <li>Delivered excellent customer service by anticipating and responding proactively to customer needs.</li> <li>Received the Excellence in Customer Service award on November 6, 2018.</li> </ul>

HOLLISTER
Braintree
10.2017 - 04.2019

Hours per week: 16

  • Duties, Accomplishments and Related Skills:
  • Maintained merchandise flow, restocking, and presentation standards throughout the store and stockroom.
  • Delivered excellent customer service by anticipating and responding proactively to customer needs.
  • Received the Excellence in Customer Service award on November 6, 2018.

<p>Hours per week: 18</p> <ul> <li>Duties, Accomplishments and Related Skills:</li> <li>Prepared and served beverages to customers with attention to quality and presentation.</li> <li>Managed cashier duties and performed general shop management tasks to ensure smooth daily operations.</li> <li>Engaged with clients calmly and professionally to deliver excellent customer service</li> </ul>

KUNG FU TEA
Boston
01.2017 - 03.2017

Hours per week: 18

  • Duties, Accomplishments and Related Skills:
  • Prepared and served beverages to customers with attention to quality and presentation.
  • Managed cashier duties and performed general shop management tasks to ensure smooth daily operations.
  • Engaged with clients calmly and professionally to deliver excellent customer service

<p>Hours per week: 8</p> <ul> <li>Duties, Accomplishments and Related Skills:</li> <li>Inspected computer, sound, and projection systems in classrooms across campus to ensure proper functionality.</li> <li>Troubleshot technical equipment issues promptly to minimize downtime.</li> <li>Reported major equipment failures to supervisors for timely resolution.</li> </ul>

NEWBURY COLLEGE
Boston
09.2016 - 12.2016

Hours per week: 8

  • Duties, Accomplishments and Related Skills:
  • Inspected computer, sound, and projection systems in classrooms across campus to ensure proper functionality.
  • Troubleshot technical equipment issues promptly to minimize downtime.
  • Reported major equipment failures to supervisors for timely resolution.

Education

Bachelor's degree - Science in Information Technology

Boston, MA, United States
Boston, MA, United States
12.2020

Skills

  • Technical support
  • Video management software
  • Network troubleshooting
  • System optimization
  • Client training
  • Customer service
  • Team collaboration
  • Problem solving
  • Communication skills
  • On-site technical support

Languages

  • Chinese, Spoken Advanced, Written Advanced, Read Advanced

References

  • Chester, Wong, Homeland Security Investigations, Chester.Wong@hsi.dhs.gov, 4085108117, U.S. Immigration and Customs Enforcement

Additional information

  • Chinese is my first language spoken at home with my family. I am fluent in both Cantonese and Mandarin, and I can read and write in both Traditional and Simplified Chinese. I have received formal education in Chinese language—including Cantonese and Mandarin—for over 10 years.
  • During my undergraduate studies, I completed courses in networking, relational databases, and project management, which involved analyzing, reviewing, and troubleshooting IT-related data, issues, and reports. Please refer to the attached transcript for further course details.

Timeline

<p>Hours per week: 40</p> <ul> <li>Duties, Accomplishments and Related Skills:</li> <li>Applied IT knowledge gained from both academic and professional experiences to provide expert technical support and consultation for camera video systems, utilizing various communication channels including phone, email (with or without a ticketing system), and remote access to clients’ systems</li> <li>Delivered in-depth support for a range of industry-standard video management software (VMS), including IVC VMS, ExacqVision, Wisenet, and Axis VMS software, ensuring optimal system performance and end-user satisfaction</li> <li>Engaged with clients in a calm and professional manner to deliver high-level technical support across software, networking, and camera hardware systems</li> <li>Frequently traveled across various states to perform on-site assignments, including troubleshooting camera system issues and providing training to new and existing clients.</li> <li>Collaborated with various law enforcement agencies—primarily Public Safety—and the U.S. military to conduct site visits, deliver customized camera system solutions (including surveillance trailers), and optimize system performance.</li> <li>Leveraged strong teamwork skills to coordinate with the Support Team, Software Developers, and Manufacturing Team in setting up, configuring, and troubleshooting camera video systems</li> <li>Utilized Chinese language skills to effectively communicate with local and international clients and vendors for training and troubleshooting purposes</li> <li>Conducted seasonal system checks on clients' camera video systems, performed necessary optimizations, and maintained detailed records of system status and performance</li> </ul>

INDUSTRIAL VIDEO & CONTROL
02.2021 - Current

<p>Hours per week: 20</p> <ul> <li>Duties, Accomplishments and Related Skills:</li> <li>Performed quality control testing on IVC industrial cameras, including software, firmware, and hardware components.</li> <li>Installed and configured IVC video management software to ensure optimal system functionality.</li> <li>Assembled IVC industrial IP cameras with attention to detail and adherence to technical specifications.</li> <li>Assisted with shipping and receiving operations, ensuring accurate handling and tracking of products.</li> </ul>

INDUSTRIAL VIDEO & CONTROL
02.2019 - 02.2021

<p>Hours per week: 16</p> <ul> <li>Duties, Accomplishments and Related Skills:</li> <li>Maintained merchandise flow, restocking, and presentation standards throughout the store and stockroom.</li> <li>Delivered excellent customer service by anticipating and responding proactively to customer needs.</li> <li>Received the Excellence in Customer Service award on November 6, 2018.</li> </ul>

HOLLISTER
10.2017 - 04.2019

<p>Hours per week: 18</p> <ul> <li>Duties, Accomplishments and Related Skills:</li> <li>Prepared and served beverages to customers with attention to quality and presentation.</li> <li>Managed cashier duties and performed general shop management tasks to ensure smooth daily operations.</li> <li>Engaged with clients calmly and professionally to deliver excellent customer service</li> </ul>

KUNG FU TEA
01.2017 - 03.2017

<p>Hours per week: 8</p> <ul> <li>Duties, Accomplishments and Related Skills:</li> <li>Inspected computer, sound, and projection systems in classrooms across campus to ensure proper functionality.</li> <li>Troubleshot technical equipment issues promptly to minimize downtime.</li> <li>Reported major equipment failures to supervisors for timely resolution.</li> </ul>

NEWBURY COLLEGE
09.2016 - 12.2016

Bachelor's degree - Science in Information Technology

Boston, MA, United States

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