Summary
Overview
Work History
Education
Skills
Timeline
Technical Knowledge
Generic

Sung Kim

Dayton,NJ

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

33
33
years of professional experience

Work History

Customer Support Specialist

Nokia Networks
01.2016 - 02.2017
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Streamlined support processes for increased efficiency and reduced response times.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Collaborated with cross-functional teams to identify recurring issues, developing proactive solutions to minimize future occurrences.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
  • Worked closely with product development teams to report bugs and suggest enhancements based on customer feedback received during support interactions.

Customer Support Engineer

Alcatel-Lucent USA
11.2006 - 01.2016
  • Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Streamlined support processes for faster issue resolution and increased efficiency.
  • Collaborated with cross-functional teams to improve product quality and reduce customer complaints.
  • Reduced response times by optimizing ticketing system workflows and prioritizing high-impact issues.
  • Developed comprehensive troubleshooting guides for common issues, resulting in quicker problem-solving for clients.
  • Implemented a feedback loop with customers to continually improve support experience and exceed expectations.
  • Conducted regular training sessions for new hires to ensure consistent service levels across the team.
  • Maintained strong relationships with clients by consistently delivering timely, professional, and empathetic support services.
  • Provided technical assistance on-site or remotely depending on client needs, ensuring swift issue resolution and minimal downtime.
  • Managed critical incidents effectively by coordinating with relevant stakeholders and providing timely updates to affected customers.
  • Worked closely with product development teams to communicate customer insights, leading to continuous product enhancements based on user feedback.
  • Assisted in creating a culture of continuous improvement within the Customer Support department through proactive recommendations on process optimization.
  • Demonstrated exceptional analytical skills by diagnosing complex software issues promptly and escalating them when necessary.
  • Acted as a liaison between customers and internal teams to ensure seamless handover during escalation or project-related support, ensuring customer satisfaction at all times.
  • Answered incoming support inquiries via chat, phone and email.
  • Answered calls and emails at help desk to assist customers with basic support, bug fixes and configuration issues.
  • Took ownership of issues and set proper and realistic expectations to deliver prompt solutions.

Network Field Engineer

AT&T
09.1994 - 11.2006
  • Enhanced network performance by troubleshooting and resolving complex technical issues.
  • Streamlined network operations with proactive monitoring and maintenance of systems.
  • Increased customer satisfaction by providing timely on-site support for critical network issues.
  • Collaborated with cross-functional teams to implement successful network infrastructure projects.
  • Maintained strong relationships with vendors, negotiating favorable terms for the procurement of networking hardware and software solutions.
  • Expedited issue resolution through effective communication with stakeholders during high-pressure situations involving critical system outages or failures.
  • Managed multiple concurrent projects, ensuring timely completion within budget constraints while adhering to strict quality standards.
  • Troubleshot complex multi-vendor network service provider issues.
  • Managed, tracked, and coordinated problem resolution and escalation processes.
  • Installed, supported and maintained company hardware and software infrastructure according to best practices.

Unix System Administrator

AT&T
04.1984 - 09.1989
  • Enhanced system performance by optimizing Unix server configurations and implementing efficient processes.
  • Reduced downtime for critical systems by proactively monitoring, diagnosing, and resolving issues.
  • Streamlined software deployment with the implementation of automated tools and scripts.
  • Improved data security by conducting regular audits and implementing necessary updates to maintain compliance standards.
  • Increased efficiency through the automation of routine tasks using shell scripting and cron jobs.

Education

Master of Science - Computer Science

Stevens Institute of Technology
Hoboken, NJ
05.1989

Bachelor of Arts - Computer Science

SUNY At Buffalo
Buffalo, NY
02.1984

Bachelor of Arts - Sociology

Yonsei University
Seoul, Korea
02.1980

Skills

  • Customer Response
  • [Product or Service] Support
  • Quality Assurance
  • Sales Support
  • Customer Relationship Management (CRM)
  • Technical Troubleshooting
  • Product Knowledge
  • Technical Proficiency

Timeline

Customer Support Specialist

Nokia Networks
01.2016 - 02.2017

Customer Support Engineer

Alcatel-Lucent USA
11.2006 - 01.2016

Network Field Engineer

AT&T
09.1994 - 11.2006

Unix System Administrator

AT&T
04.1984 - 09.1989

Master of Science - Computer Science

Stevens Institute of Technology

Bachelor of Arts - Computer Science

SUNY At Buffalo

Bachelor of Arts - Sociology

Yonsei University

Technical Knowledge

  • Optical Transmission System
  • Network Management
  • SONET/SDH
  • Local Loop system
  • Data Communication
  • Telecommunication

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Sung Kim