Jung Ho Baek
Chalfont,PA
Summary
Bridge the gap between end-users and technical teams by simplifying technology support. Manage high volumes of ticket requests while educating users on product features and best practices, ensuring effective resolutions for software and hardware inquiries.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Technical Support Representative
Poolside Tech
New Hope, Pennsylvania
05.2024 - Current
- Resolved customer issues through phone, chat, and email communication.
- Provided technical support for software and hardware inquiries from customers.
- Assisted customers in setting up and configuring products for optimal use.
- Educated clients on product features and best practices during support interactions.
- Documented troubleshooting steps in the company knowledge base for future reference.
- Collaborated with team members to improve service response times and efficiency.
IT Support Coordinator
GardaWorld Security
03.2023 - 01.2024
- Provided hardware and software support as the first point of contact for remote and onsite users.
- Served as primary contact for tech support, resolving user challenges and guiding them through technical issues.
- Managed ticketing system, prioritizing and assigning tasks to internal IT resources for timely support.
- Resolved password issues to restore user access and locked accounts for over 30,000 employees.
- Validated and restored hundreds of quarantined mobile devices, maintaining operational continuity for mobile users.
- Ensured rigorous ticket documentation and daily ticket system management.
Network Test Engineer Co-op
Exida LLC
09.2019 - 03.2020
- Deployed and configured SNORT on an Ubuntu Linux virtual machine to bolster intrusion detection capabilities in an environment increasingly threatened by ransomware attacks and cyber threats.
- Deployed TestComplete tools, expediting the testing phase of the SDLC and bolstering software reliability for exSILentia and SILAlarm by roughly 15%
- Implemented CompTIA A+ curriculum principles through network printer integrations and VM configurations, improving system functionality.
- Resolved Microsoft Office suite installation issues, enhancing user experience and productivity.
Education
B.S - Computing and Security Technology
Drexel University
3141 Chestnut St, Philadelphia, PA 1910408-2022
Skills
- Technical troubleshooting
- Ticket management
- Remote troubleshooting
- Software installation
- System diagnostics
- Client relationship management
Certification
- CompTIA Security+, 02/01/23
- CompTIA A+, 01/01/16
Timeline
Technical Support Representative
Poolside Tech
05.2024 - Current
IT Support Coordinator
GardaWorld Security
03.2023 - 01.2024
Network Test Engineer Co-op
Exida LLC
09.2019 - 03.2020
B.S - Computing and Security Technology
Drexel University