Hayoung Moon
IT Production Support Specialist
Sandy Springs,GA
Summary
Resourceful Production Support Specialist offering over 5 years of hands-on experience providing technical support to business users by identifying problems, researching solutions and implementing resolutions. Positive and calm professional skilled at analyzing qualitative and quantitative information and translating into strategic deliverables.
Overview
5
5
years of professional experience
Work History
IT Production Support Specialist
Warner Media, CNN
Atlanta, GA
03.2022 - Current
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
- Configured hardware, devices and software to set up work stations for employees.
- Resolved diverse range of technical issues across multiple systems and applications for 2000+ customers and end-users across various time zones.
- Assisted with onboarding for over 100+ users by guiding and explaining any technical concerns or issues.
- Oversaw IT activities to laptops, tablets and desktops for corporate users.
- Completed software updates and assessed security patches for optimized computer use.
IT Process Lead/Team Lead
Pomeroy IT Solutions Inc
Greenville , SC
07.2020 - 03.2022
- Helped streamline repair processes and update procedures for support action consistency.
- Devised solutions to operations issues related to Windows and Mac, working closely via phone, email, live chat and web teleconference.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Optimized team production by 28% to meet SLAs that were previously not met.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions, and collaborate with developers on solution implementation.
Help Desk Analyst Level 2
Pomeroy IT Solutions Inc.
Greenville, SC
01.2020 - 07.2020
- Developed basic end-user troubleshooting and desktop support on Windows and Mac systems for over 3000 users across multiple companies.
- Evaluated system applications and managed change requests.
- Managed high levels of call flow and responded to 50+ daily high priority technical support needs.
- Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve trending issue.
- Mentored and trained 30+ staff to build highly-productive group of Help Desk Analysts.
- Administered virtual server computing environments.
Help Desk Analyst Level 1
Pomeroy IT Solutions Inc.
Greenville, SC
08.2019 - 12.2019
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Linked computers to network and peripheral equipment.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
Education
Associate of Science - Information Technology
Central Carolina Technical College
Sumter, SC07.2018
Skills
- Mac & Window systems
- Staff education and training
- Basic Networking support experience
- Virtual machine operations such as AWS, VDI and VMware experience
- Hardware/Software Maintenance and Repair
- Computer imaging
- Help Desk Operations
- High-volume production capability
- SSO & MFA software support
- Active Directory, CyberArk, JAMF, Okta experience
- SaaS Office 365, Gsuite, ServiceNow, Teams troubleshooting & management experience
- Software Management
- Application Configuration
Certification
- Projected to obtain CCNA - Cloud by Mid 2022
- Comptia A+
Timeline
IT Production Support Specialist
Warner Media, CNN
03.2022 - Current
IT Process Lead/Team Lead
Pomeroy IT Solutions Inc
07.2020 - 03.2022
Help Desk Analyst Level 2
Pomeroy IT Solutions Inc.
01.2020 - 07.2020
Help Desk Analyst Level 1
Pomeroy IT Solutions Inc.
08.2019 - 12.2019
Associate of Science - Information Technology
Central Carolina Technical College
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