Summary
Overview
Work History
Education
Skills
Websites
Timeline
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Simon Duong

Oklahoma City

Summary

Dynamic IT professional with extensive experience at Apex Systems, excelling in technical troubleshooting and customer service. Proven ability to manage projects effectively while utilizing strong communication skills and security protocols. Recognized for enhancing customer satisfaction and streamlining support processes in high-pressure environments.

Overview

13
13
years of professional experience

Work History

Helpdesk IT Support Technician

Apex Systems
Oklahoma
03.2023 - Current
  • Responds to customer technical problems/issues related to software and applications via phone and/or online support
  • High-volume, fast paced call center environment
  • PC software and application support
  • Verifying Teammates and protecting security of company
  • Use and access different applications in company

Project Manager

Accerton Holding, Inc.
01.2022 - 02.2023
  • Be the glue and driving force in a fast paced blockchain environment, ensuring efficient and successful coordination amongst key stakeholders, product and engineering teams
  • Design and deploying networks for crypto miners while also considering IT security
  • Work with stakeholders or partners to determine and define project scope, detailed requirements, Cost of projects and structured delivery plan across all workstreams
  • Manage projects from ideation and concept through to shipping to production
  • Coordinating launch plans including marketing and content to produce clientele
  • Identifying gaps in resourcing or specialist skills and hiring for them aligned to budgetary forecasts
  • Provide project updates on a consistent basis to various stakeholders about strategy, adjustments, and progress
  • Utilize industry best practices, techniques, and standards throughout entire project execution
  • Monitor progress and make adjustments as needed/deadlines and roadmaps
  • Measure project performance to identify areas for improvement

Automotive Technician

Bob Howard Toyota
05.2018 - 10.2022
  • Perform all auto repairs and advanced diagnostic work
  • Perform drive line, engine repair, 4 wheel alignments, and minor recalls
  • Regularly interact with customers

Customer Support Representative

Gubagoo
Florida
05.2021 - 10.2021
  • Provided customer support via online chat, handling inquiries, complaints, and product concerns
  • Provided information about products and services and troubleshot issues to resolve customer concerns
  • Documented customer interactions and updated records accordingly
  • Developed and maintained a knowledge base of evolving products and services

Automotive Technician

Jim Norton Toyota of OKC
05.2012 - 05.2018
  • Perform all auto repairs and advanced diagnostic work
  • Perform drive line, engine repair, 4 wheel alignments, and minor recalls
  • Regularly interact with customers

Education

Associate of Science - AS - Automotive Technology

Oklahoma State University Institute of Technology
Okmulgee
01.2014

Skills

Ticket management and online chat support

  • Technical troubleshooting
  • Software installation and network troubleshooting
  • Customer service and documentation
  • Communication skills and problem solving
  • Time management and prioritization
  • Remote assistance and project management
  • Microsoft Office proficiency
  • Security protocols

Timeline

Helpdesk IT Support Technician

Apex Systems
03.2023 - Current

Project Manager

Accerton Holding, Inc.
01.2022 - 02.2023

Customer Support Representative

Gubagoo
05.2021 - 10.2021

Automotive Technician

Bob Howard Toyota
05.2018 - 10.2022

Automotive Technician

Jim Norton Toyota of OKC
05.2012 - 05.2018

Associate of Science - AS - Automotive Technology

Oklahoma State University Institute of Technology

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