Summary
Overview
Work History
Education
Skills
Timeline
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EDWARD HONG

Summary

Results-driven IT manager with over 15 years of experience in network management and leadership. Holds an MBA from the University of Southern California and possesses over 10 years of expertise in technical support management. Proven ability to implement efficient processes, enhance customer satisfaction, and drive business growth. Strong operational and budget management skills with a solid track record of exceeding business targets.

Overview

14
14
years of professional experience

Work History

Operations Manager

Wireless Support
Chatsworth
09.2024 - Current
  • Collaborated with management team on long-term strategic planning initiatives for the organization.
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Assessed employee development needs and provided feedback on their progress towards meeting goals.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Created detailed reports on the performance of individual departments within operations.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Maintained accurate inventory records to track stock levels and minimize costs.
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Developed key performance indicators to measure effectiveness of operational processes.
  • Managed scheduling, training and inventory control.

IT MANAGER

THG CREATIVE
Pasadena
01.2024 - 07.2024
  • Managed 0365 subscription
  • Managed Azure server deployments
  • Managed 3rd party vendors and suppliers
  • Managed the network infrastructure across multiple sites and offices.
  • Managed software and hardware purchase and deployments

TECHNICAL SUPPORT MANAGER

MOBIZ, INC
Redlands
04.2022 - 09.2023
  • Lead the Support Department focusing on improving first response and resolution times.
  • Enhanced Customer Satisfaction and communication, resulting in increased customer retention.
  • Established a working RACI framework and improved technician productivity by 50%.
  • Increased the usage of knowledge base articles to document customer-specific processes.
  • Improved inter-departmental communications, ensuring seamless cooperation.
  • Initiated project negotiations with customers on behalf of the Project Management team.
  • Hired and fired employees, trained new hires, and set them on career paths.
  • Managed customer issue priorities and expectations, including emergency alert and response.
  • Managed a team of technical support specialists, providing guidance and coaching to ensure prompt and efficient resolution of customer issues.
  • Implemented new processes and procedures to increase team productivity by 20% and reduce the average response time by 30%.
  • Collaborated with cross-functional teams to identify and address recurring technical issues, resulting in improved customer satisfaction

PLATFORM ENGINEERING MANAGER

UNIVOLP, INC
El Segundo
03.2011 - 04.2022
  • Managed the customer service department. Oversee training, day-to-day customer interactions, issue escalation and vendor interaction.
  • Managed ticket resolution times and customer satisfaction.
  • Develop, program, and deploy over 100 VoIP solutions for customers and integrate the solution into existing networks.
  • Deployed VoIP system across complex and secure customer LAN networks.
  • Provided training to end users as well as network support.
  • Helped end user prioritize network for VoIP devices (QoS, Port Forwarding, etc.)
  • Managed point-to-point T1 circuit projects from Windstream carrier.
  • Provision new MPLS circuits with underlying carriers.
  • Helped maintain the Cisco VPN Servers and Clients.
  • Provisioned new VPN tunnels to existing MPLS circuit for automated system failover.
  • Trace VoIP packet loss over multiple networks to improve call quality.
  • Troubleshooting Mitel Services related issues with the vendor.
  • Provisioning and troubleshooting Polycom IP phones and conference phones.

Education

Master of Business Administration -

UNIVERISTY OF SOUTHERN CALIFORNIA
Los Angeles, CA
06-2010

Bachelor of Computer Science -

PURDUE UNIVERISTY
West Lafayette, IN
06-2004

Skills

  • Service Desk Management
  • Certified Webex Contact Center Expert
  • ServiceNow Associate System Administrator
  • Jira
  • Service Now
  • Cisco Certified Network Associate
  • Cisco IOS
  • Routing Protocols
  • Access list
  • QoS
  • Remote Access
  • Site-to-Site IPsec VPN Tunneling
  • ITIL Foundation
  • Disaster Recovery
  • HA Implementation
  • Inventory management
  • Project management
  • Performance reporting
  • Team leadership
  • Technical support
  • Strategic planning
  • Management
  • Maintenance planning
  • Corporate partnerships
  • Product management
  • Process automation

Timeline

Operations Manager

Wireless Support
09.2024 - Current

IT MANAGER

THG CREATIVE
01.2024 - 07.2024

TECHNICAL SUPPORT MANAGER

MOBIZ, INC
04.2022 - 09.2023

PLATFORM ENGINEERING MANAGER

UNIVOLP, INC
03.2011 - 04.2022

Master of Business Administration -

UNIVERISTY OF SOUTHERN CALIFORNIA

Bachelor of Computer Science -

PURDUE UNIVERISTY

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EDWARD HONG