Tou Cag Xiong
St. Paul,MN
Summary
Analytical thinker skilled in collecting data and strong organizational skills. Committed to creating memorable customer service experiences with clients. Willingness to take on and lead added responsibilities to meet team goals.
Overview
6
6
years of professional experience
Work History
Hi-Tech Engineer
Target
06.2022 - Current
- Troubleshoot and resolve hardware and software issues to reduce user delays and achieve rapid turn-around time
- Pull request data from ServiceNow database to create productivity and performance reports for management to monitor and validate volume and TAT metrics for team of 15 engineers.
- Implement quality assurance procedures to minimize non-conformances on company assets.
- Top performer resolving over 200 tickets on average in 2 week sprints
- Produce promotional video content for Target Tech events to bolster future engagement which reaved over 50k internal views
Digital Marketing Intern
Sun Country Airlines
12.2021 - 06.2022
- Developed 10 daily and weekly reports using PowerBi to retrieve flight data from digital campaign database for measurement of advertisement campaign effectiveness and other success metrics.
- Contributed in processing over 3000 flight returns using Navitaire for a 3 week project to analyze and document reasons for returns.
- Analyzed and created monthly reports with metrics, graphs, and detailed descriptions to monitor competitive activities in the marketplace with data tables from Google Analytics for seasonal trends and financial projections.
Tech Coach
Genesys Works
06.2021 - 08.2021
- Taught cohort of 25 students computer and technology skills to improve software and hardware knowledge and gain efficiencies through shortcuts and formulas.
- Assessed students’ understanding of tech curriculum using Schoology and Excel, providing group and individual follow up and skills coaching. 75 assignments assessed weekly.
- Collaborated with team of trainers to ensure consistency in curriculum delivery across all cohorts
Graphics Coordinator
Hamline University
08.2019 - 05.2020
- Facilitated client meetings to gather and define requirements, establish scopes, and manage project milestones.
- Collaborated with internal marketing staff to design and produce graphics and determine data file layout and criteria for digital and print campaigns.
- Established templates and best practices for consistency in style and appearance of deliverables.
IT Tech Aid
3M
08.2017 - 08.2018
- Modified, maintained, and repaired electronic equipment to achieve proper functioning.
- Implement new Windows image and test benchmarks on 100+ laptops weekly. Documented results in Excel for laptops that passed or failed image implementation and benchmarks.
Education
Bachelor of Arts - Digital Media
Hamline University
St. Paul, MNSkills
- SQL, JavaScript, CSS, HTML
- Microsoft Suite (Excel, Word, PowerPoint)
- Public Speaking
- Customer Service
- Requirements Gathering
- PowerBI
- Agile
- Confluence & Jira
- Data Analysis
Leadership Experience
Eagle Scout
Boy Scouts of America
- Conceptualized personal community service project, gathered essential resources for underserved families, and led over 50+ volunteers over the course of 4 months in planning a community event.
- Oversaw risk management practices when organizing, coordinating, and leading troop activities.
- Educated younger scouts on how to operate with integrity and attention to detail in order to create a meaningful scouting experience for everyone.
Timeline
Hi-Tech Engineer
Target
06.2022 - Current
Digital Marketing Intern
Sun Country Airlines
12.2021 - 06.2022
Tech Coach
Genesys Works
06.2021 - 08.2021
Graphics Coordinator
Hamline University
08.2019 - 05.2020
IT Tech Aid
3M
08.2017 - 08.2018
Bachelor of Arts - Digital Media
Hamline University
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