Jaewook Do

• Collaborated with cross-functional teams to successfully implement large-scale technology projects.
• Increased user productivity by training end-users on new software applications and hardware devices.
• Provided remote support for field technicians, guiding them through complex troubleshooting processes over the phone or via online chat platforms.
• Consistently met or exceeded performance metrics for response times, problem resolution, and customer satisfaction ratings.
• Provided network support services for devices such as hubs, bridges, routers, and other hardware.

• Company Overview: Partner vendor of HCL, Also receive task from service delievery team(remote) and the L2 Engineer and dispatch and backfill the project each other

* Thomson Reuters(Backfill/Dispatch Engineer) [Seoul]

• Asset management and Maintenance of PC Systems
• Maintenance of Workstations and laptops Dell, OS (WIN10,11) maintenance and Rebuild follow the In house policies
• Setting Simple Group policy - Experience about Active Directory & Ping (2nd Authentication, Password, Domain) / Mobile,Laptop,Desktop
• Maintenance for Cisco, Yealink Products(Meeting Room System)
• Experience of Zscaler

* Hitachi Energy(Backfill/Dispatch Engineer) [Seoul,Cheonan]

• Asset management and Maintenance of PC Systems(Lenovo,HP Laptop&mini PC)
• Configuration & Maintenace Windows 10 & 11
• Troubleshooting the Network Printers
• Experience of Cisco Products

- Replace&Migrate from old router to new router)

- Replace core switch, stack cable and new circuit test

- Replace and Maintenance Access Point

• I am worked on behalf of Onsite engineer(December,2023 ~ June,2024)
• Ticket Handling for the Service now(Incident,SCTASK)

* Nestle (Backfill/Dispatch Engineer) [Seoul,Cheongju]

• Asset management and Maintenance of PC Systems(Lenovo,HP Laptop, Docking machine)
• Experience of PXE boot
• Proceeded Newly joiner IT induction & onboard
• Joined the Global IT Develop Daily & Weekly meeting (Using English)

* Nokia (Backfill/Dispatch Engineer) [Seoul]

• Experience of Weekend shutdown server operations - Replace the server rack, router, access point
• Setting up the Network Printer (Internal manual network)

* BP (Backfill/Dispatch Engineer) [Seoul]

• Asset management and Maintenance of PC Systems
• Maintenance of Workstations and laptops Dell, OS (WIN10,11) maintenance and Rebuild follow the In house policies
• Setting Simple Group policy - Experience about Active Directory & Ping (2nd Authentication, Password, Domain) / Mobile,Laptop,Desktop
• Manage JDE Program(Authority, Maintenance)
• Ticket Handling for the Service now(Incident,SCTASK)

* Daily tasks dispatch job - India bank, Wacker(Backfill), Aptiv(Network services) etc

• Company Overview: Partner IT vendor of Samsung Electro-Mechanics
• Documented customer inquiries and resolutions in a database, allowing for easier tracking and follow-up
• Troubleshot and resolved technical issues for customers, resulting in an 85% reduction in help desk tickets(using Samsung own's ticket system Knox portal)
• Migration and Recovery Windows OS(Win7, Win10)
• Developed and implemented an IT service desk system to provide support to users
• PC & Accessories assets management
• As an L1 supporter, I have learned basic troubleshoot in general
• Partner IT vendor of Samsung Electro-Mechanics