LILY CHON
Kent,WA
Summary
Experienced IT Supervisor with exceptional implementation and project management abilities. Adept at overseeing daily milestones across high-performance teams, demonstrating a highly organized and methodical approach. Possessing a strong background in management, planning, and deployment, consistently ensuring seamless operations and successful project outcomes.
Overview
7
7
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
Work History
Technology Service Analyst
PERKINS COIE LLP
7 2019 - Current
- Achieved exceptional results within the customer support team by closing 200% more tickets than my colleagues in the last year while also providing exceptional customer service
- Proactively identified and reported issues by leveraging ticket data to identify recurring patterns reported by users
- In the absence of my supervisor, I adeptly assumed leadership of my team, ensuring equitable work distribution
- This encompassed coordinating office rotations and overseeing the management of PTO requests
- Provided comprehensive training to new hires aiming to equip them with the essential knowledge and skills necessary for achieving success in their respective positions
- This encompassed conducting in-depth onboarding sessions, sharing best practices, and offering guidance on company procedures and policies
- Assisted in firmwide testing and deployments of BigHands, ServiceNow, and Webex
- Designed and built dashboards and reports for TSAs in ServiceNow
- Successfully converted the entire firm to work remote in under 30 days
- Set record for end-of-life migrations for users by migrating more than 100 users in less than 3 months.
Service Desk Technician
PERKINS COIE LLP
2017.07 - 2019.07
- Responded to and resolved support tickets over phone, e-mail, and in person
- Troubleshot IT related issues for Microsoft Office, Adobe, and iManage DMS
- Conducted online research to investigate and resolve issues
- Assisted in creating and editing Service Desk processes
- Utilized Milan to ensure documents and workspaces’ security permissions were properly established and ensured users received appropriate access to DMS workspaces and documents
- Collaborated with the DMS applications team to resolve DMS issues regarding crashing, server connection errors, and filing failures
- Participated in the Windows 10 migration from Windows 7 for the Boise office and reported issues and failures during and after the migration
- Formatted and imaged computers for company use and primary point of contact for equipping new hires with appropriate desk setup
- Activated ports as needed and installed additional software upon request.
Education
ServiceNow Administration Certification Course -
University of Washington
2019.09 - 2020.05
Trilogy Coding Boot Camp Certificate: Full Stack Web Developer - undefined
Boise State University
2010.08 - 2016.05
Bachelor of Business Administration: Information Technology Management - IT Management
Boise State University
Boise, ID05.2016
Skills
Project Management
Business Analytics
Programming
Report Preparation
Customer Service
Problem Solving
Technical Support
Written Correspondence
Process improvement
Service Management
Certification
CompTIA A+ Certification
Languages
Korean
Native or Bilingual
Volunteer Experience
Korean American Chamber of Commerce WA (KACCWA), Vice President of IT Management Committee & Grant Team Director, Seattle, WA, Developed website, mobile application, posters, forms, and databases for KACCWA., Successfully coordinated and managed 2 consecutive years of WABA Korea K-Brand Expo & Festival, Worked with government officials on creating and providing grants for small businesses in the Korean community of Washington.
Timeline
ITIL 4 Certification
2024-01
ServiceNow Administration Certification Course -
University of Washington
2019.09 - 2020.05
CompTIA A+ Certification
2017-07
MCDST
2017-07
Service Desk Technician
PERKINS COIE LLP
2017.07 - 2019.07
Trilogy Coding Boot Camp Certificate: Full Stack Web Developer - undefined
Boise State University
2010.08 - 2016.05
Technology Service Analyst
PERKINS COIE LLP
7 2019 - Current
Bachelor of Business Administration: Information Technology Management - IT Management
Boise State University
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