Isaac Yoon

• Delivered Tier 1 & 2 support for 50+ enterprise clients, managing complex SaaS configurations and reducing client escalation by 22%.
• Led onboarding/offboarding of user accounts and devices, improving provisioning efficiency and identity access controls.
• Ranked top 5% in KPI metrics (case resolution time, CSAT), handling 100+ tickets/month under tight SLAs.
• Authored internal documentation and user-facing SOPs to standardize training and reduce repeat issues.
• Partnered cross-functionally with Product and Operations teams to triage issues, support updates, and align systems with business requirements.

• Appointed Wire Chief as a Lance Corporal, overseeing 20+ junior Marines in tactical field communications setup.
• Installed and maintained radio, VoIP, and switching systems; programmed frequencies, loaded crypto keys, and ensured secure communications.
• Managed over 300 serialized communication assets valued at $1.2M with zero loss incidents across multiple audit cycles.
• Performed hands-on troubleshooting and training in high-stakes environments, reducing downtime and improving operational continuity.

• Configured and supported Windows devices and mobile endpoints, resolving hardware/software issues with • Created onboarding training manual used by new hires and tech support staff, reducing ramp-up time by 50%.
• Delivered desktop support across client environments, including application configuration and system diagnostics.