Tina Tong
Naples,United States
Summary
A results-oriented and dedicated professional that identifies, analyzes, and implements software solutions which improve the efficiency and effectiveness of agency-wide end-users. I am a solid team-player frequently praised for having a positive attitude, building rapport, and getting the job done with excellent customer service. Articulate and energetic, I possess a hunger for learning county-wide information system programs and applications. I am currently working to obtain the foundation certification of IT Infrastructure Library (ITIL).
Overview
7
7
years of professional experience
1
1
Certification
Work History
Systems Analyst I
Collier County Board of County Commissioners
Naples, FL
02.2024 - Current
- Provide support for technical systems that increase the productivity, workflow, capabilities, efficiency, and effectiveness of County government.
- Provide support and software solutions for assigned County-wide information system programs and applications
- Defines requirements, develops specifications, and documents processes for new software applications and modifications to existing software
- Tests new software applications and/or modifications/upgrades, which meet identified needs; prepares and maintains system/program documentation.
TECHNICAL SUPPORT PROFESSIONAL
Collier County Board Of County Commissioners
05.2022 - 02.2024
- Provides assistance and technical support to information system users; receives and responds to calls and e-mails from users reporting problems and/or requesting assistance; provides technical advice; walks user through the problem’s resolution; and explains system procedures, limitations and/or sequences.
- Images and stages county devices for use agency-wide.
- Provides training, support and assistance to users; responds to user demands, questions and requests for assistance; provides information and explanations regarding software and applications.
- Provides training and supervision to incoming technicians to maintain workflow and develop useful skills.
- Prepares and maintains system/program documentation that can be used as resources which assist future technicians as well as current colleagues.
- Troubleshoots assigned programs/applications; resolves software application, operating system and network issues
- Tests new software applications and/or modifications/upgrades, which meet identified needs
- Resolves diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Uses ticketing systems to manage and process support requests.
- Receives and responds to calls and e-mails from customers reporting problems and/or requesting assistance; provides technical support.
- Handles requests for loaner devices, prepares proper paperwork that documents equipment loan and return.
- Installs, maintains, and troubleshoots computers, terminals, networks, and other hardware and peripheral equipment.
OPERATIONS COORDINATOR
Collier County BCC
03.2022 - 05.2022
- Coordinates the activities of the Facilities Management Control room offering administrative support and assists with assigned technical systems
- Perform fingerprinting, background checks and granting key card access
- Receives and responds to requests, inquiries and complaints from the public, other jurisdictions and other County divisions, departments and sections
- Reviews and summarizes a variety of fiscal, statistical and administrative information and prepares reports after analysis
- Perform a variety of administrative duties for the division to include preparing and/or answering phone calls, managing calendars, organizing documents, purchasing, and supporting the office and staff
- Serves as liaison between assigned division and Support Services divisions, including Information Technology, Human Resources, Risk Management, and Purchasing.
IT CONSULTATION AGENT
Best Buy Geek Squad
10.2020 - 03.2022
- Awarded M Net Promoter award two years in a row (November, December 2021- January, 2022 - Diagnostics and Troubleshooting) Provided knowledgeable technology solutions/options while assisting technicians to deploy, troubleshoot and install network switches, routers, firewalls, wireless, Cisco Call Manager voip, etc
- Conduct user training, installing, maintaining and troubleshooting personal computers and other hardware and peripheral equipment
- Responding to questions, calls and e-mails from system users and providing technical assistance, problem resolution and customer service
- Assists large volume of customers daily while having a positive attitude and focused on customer satisfaction, Conduct user training, installing, maintaining and troubleshooting personal computers and other hardware and peripheral equipment.
CUSTOMER SERVICE REPRESENTATIVE
SunnyBoutiques
06.2017 - 10.2020
- Maintained and provided IT Support for Boutique Services (POS system, Routers and Network Switches) Provided problem solving and forward-thinking strategies focused on addressing customer needs and resolving concerns Successfully managed front desk operations while providing customer service
Education
Bachelor of Science - Information Technology
Western Governors University
04.2026
Associate of Arts - General Studies
Florida SouthWestern State College
05.2021
Skills
- SharePoint
- Active Directory
- Jira/Confluence
- Zoom
- Webex
- Microsoft Office Suite
- SCCM
- Verizon Business Portal
- SAP
- Apple Business Manager
- Adobe Admin
- Smarsh
- Cisco
- IBM Maas360
- Exchange
- Help Desk Support
- Customer Resolution Expert
Certification
CompTIA A+ Certification (In Progress)
Timeline
Systems Analyst I
Collier County Board of County Commissioners
02.2024 - Current
TECHNICAL SUPPORT PROFESSIONAL
Collier County Board Of County Commissioners
05.2022 - 02.2024
OPERATIONS COORDINATOR
Collier County BCC
03.2022 - 05.2022
IT CONSULTATION AGENT
Best Buy Geek Squad
10.2020 - 03.2022
CUSTOMER SERVICE REPRESENTATIVE
SunnyBoutiques
06.2017 - 10.2020
Bachelor of Science - Information Technology
Western Governors University
Associate of Arts - General Studies
Florida SouthWestern State College
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