Summary
Overview
Work History
Education
Skills
OBJECTIVES
Timeline
Generic

MYEONG JUENG KIM

Manassas,VA

Summary

skilled and customer-focused Service Desk Administrator, I deliver exceptional technical support to enhance user experience and product usability. With a proven track record of troubleshooting hardware and software issues, I excel in resolving customer inquiries efficiently and ensuring seamless operation across supported systems and platforms. My commitment lies in driving user satisfaction and optimizing service desk performance.

Overview

12
12
years of professional experience

Work History

Case Management Manager

Wirebarley
McLean, VA
09.2023 - Current
  • Conducted assessments of clients' needs and developed individualized service plans to meet those needs.
  • Monitored case management staff performance and provided guidance and feedback on a regular basis.
  • Maintained case notes, records, and documentation according to agency policies and procedures.
  • solve at least 30~50 tickets per day relate to IT troubleshooting for customer
  • Monitored client progress through regular contact with family members or other significant persons in the client's life.
  • Provided technical assistance to customers regarding hardware and software issues.
  • Assisted in the installation, configuration, and maintenance of IT systems across the organization.
  • Troubleshot network connectivity issues for users onsite and remotely.
  • Maintained records of service requests using help desk management software.
  • Configured firewalls, routers, switches, VPNs. according to best practices.
  • Supported customers with online billing, access and account issues.
  • Installed and configured new hardware, software and peripheral devices.
  • Provided assistance with mobile device setup and configuration.
  • Developed processes for resolving customer complaints related to IT services.

Personal Banker

PNC Bank
CENTREVILLE, VA
11.2021 - 08.2023
  • Helped customers open and close accounts, apply for loans and make sound financial decisions.
  • Educated customers on variety of retail products and digital solutions, enhancing customer experience.
  • installed new desk top, lap top, printer for office
  • Managed inventory of IT equipment such as laptops, printers, routers.
  • assisted and advised customers on using online and mobile banking systems. usually around 50~80 tickets per day
  • Expanded customer relationships by maintaining regular follow-up processes and rapport.
  • Created user accounts and managed access privileges on networked systems.
  • Provided assistance with mobile device setup and configuration.
  • Monitored support activity trends to create problem resolution and solution reports.
  • Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
  • Performed regular maintenance tasks such as virus scans, system backups, disk cleanups.
  • Described promotional offers and used persuasive sales techniques to upsell services and convince clients to apply for additional banking services.
  • Responded promptly to customer queries and complaints to find solutions and diffuse tension.
  • Installed and configured computer hardware operating systems and applications.
  • Tested computer equipment to ensure proper functioning prior to deployment.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Installed and configured new hardware, software and peripheral devices.

Assistant Manager

Regional Finance
Centreville, VA
03.2020 - 11.2021
  • Compiled, interpreted and verified crucial financial data, both actual and projected.
  • Identified interest rates and loan terms by reviewing and analyzing client credit.
  • Explained and emphasized benefits of dealer financing in lieu of cash payments or credit union financing to boost revenue.
  • Assisted users with troubleshooting computer issues via remote desktop sessions.
  • Documented all help desk activities including customer inquiries, resolutions, system configurations.
  • Supported customers with online billing, access and account issues.
  • Assisted customers with various types of technical issues via email, live chat and telephone.

Store Manager

Beauty4u
Temple Hills, MD
07.2012 - 03.2019
  • Hired, trained and managed team of 15 associates, including evaluating performance and enforcing disciplinary actions
  • Secured store perimeter and enforced procedures to minimize losses and protect store assets
  • Oversaw inventory management with cycle counts, audits and shrinkage control
  • Coordinated sales reports, reconciled accounts and made bank deposits
  • Managed sales, reconciled cash and made bank deposits while performing store opening and closing duties
  • Prioritized sanitation, safety and health standards in work areas
  • Maintained daily record of all transactions

Education

Northern Virginia Community College
Annandale, VA

Associate of Applied Science - BUSINESS ADMINISTRATION

Columbia College
Vienna, VA

Skills

  • MS 365
  • Customer Service
  • Data Recovery
  • Software Installation
  • Technical Support
  • Hardware Diagnostics
  • Hardware Upgrades
  • Application Installations
  • service now
  • google drive
  • windows

OBJECTIVES

To obtain a fast-paced full-time or hybrid job as service Desk administrator with ITC Federal will focused on customer service  and sustainability in environmental work.

Timeline

Case Management Manager

Wirebarley
09.2023 - Current

Personal Banker

PNC Bank
11.2021 - 08.2023

Assistant Manager

Regional Finance
03.2020 - 11.2021

Store Manager

Beauty4u
07.2012 - 03.2019

Northern Virginia Community College

Associate of Applied Science - BUSINESS ADMINISTRATION

Columbia College

Similar Profiles

CREATE PROFILE
MYEONG JUENG KIM