Sangwon Hong

• Work as a End-User support technician for OB, AB-Inbev
• Manage all IT assets for OB/AB-Inbev as a general asset manager
• Manage configurations and credentials through SCCM
• Manage accounts and groups through Azure
• Manage and introduce MS Intune
• Co-op with Global IT and MS about solving compliance and incident issues about MS Intune and Azure
• Create and manage all employee accounts and groups through AD
• Support IT Infra team with Intranet, Secure network, ADSL, CISCO VPN
• Support IT Infra Smart Hands Support and maintain network assets(AP, Server, Workstations, etc.)
• Maintain conference room AV devices(Cisco Touch Pad, Cisco CAM, Logitech Pad, TV Monitor, Zoom, etc.)
• Maintain and support with office environments(Monitor, monitor arm, etc.)
• Maintain and support projectors
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
• Provided Tier 1, 2 IT support to non-technical internal users through desk side support services
• Configured hardware, devices, and software to set up work stations for employees
• Installed, modified, and repaired software and hardware to resolve technical issues

• Work as End User Support technician for Nike/Converse Korea
• Support SW/HW Tech/Non-Tech issue for End users about WindowsOS, MacOS, iOS, AndroidOS
• Setup/Restock assets for Nike/Converse newcomers
• Co-op with global team to solve emerging issues
• Create incident/request tickets through Service now
• Maintain HW/SW assets for Nike/Converse
• Support purchasing HW/SW assets for Nike/Converse
• Support IT Infra team with Intranet, Secure network, ADSL, CISCO VPN
• Support IT Infra Smart Hands
• Support and maintain network assets(AP, Server, Workstations, etc.)
• Maintain conference room AV devices(Cisco Touch Pad, Cisco CAM, Creston, Solstice, TV Monitor, Zoom, etc.)
• Maintain and support with office environments(Monitor, monitor arm, etc.)
• Maintain and support ADSL desktops
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Provided Tier 1, 2 IT support to non-technical internal users through desk side support services.
• Configured hardware, devices, and software to set up work stations for employees.
• Installed, modified, and repaired software and hardware to resolve technical issues.

Projects

• Warranty Expired Asset Replacment for Laptops, Desktops, Monitors(2018, 2019, 2020, 2021, 2022, 2023)
• Asset Disposal(2019, 2023)
• Nike/Converse Korea Seoul Office Renovation(2020, 2021)
• Nike/Converse Korea Seoul Office Showroon Nanonation/Workstation assets setup(2020, 2021)
• Nike Korea Retail assets setup/replacement/disposal/maintenance for 20 stores
• Yongin Nike Factory Store Opening Leaderships Desktop/Laptop setup/deployment(2018)
• Myeongdong Seoul RISE Nike Store Opening Leaderships Desktop/Laptop setup/deployment(2021)
• Meyongdong Seoul RISE Nike Store Opening Nanonation/Workstation assets setup/deployment(2021)
• Daejeon Nike Factory Store Opening Leaderships Desktop/Laptop setup/deployment(2023)
• Yeoksam Nike Company(Employee) store Opening Leaderships Desktop/Laptop setup/deployment(2023)
• Yeoksam Nike Complany(Employee) store label printer setup support

• Got responsible for launching first ZaraHome/Oysho/Bershka(Inditex group) .com CS center in Korea as acting CS operation director
• Localize CS center system through meeting with client
• Localize global VOC, Training module, QA module
• Train advisors as acting trainor
• Conduct advisor evaluation and improvement work through quality evaluation
• Translate global .com web through Korean
• Maintain monthly CS KPI higher than 95%
• Improve product delivery time rate 20% higher by rescheduling delivery process
• Create communication line between inventory and Inditex HQ
• Report weekly/monthly KPI to Inditex HQ/KR
• Resolved customer complaints while prioritizing customer satisfaction and loyalty
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
• Followed through with client requests to resolve problems
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques

• Support all Apple customers as senior Mac+(Cover all Apple products) technical advisor
• Give technical consult answer to Teir1 advisors
• Support complicated iOS/MacOS issues
• Translate EN knowledge bases to KR
• Work as CS QA with new knowledge bases
• Train and coach new advisors as Co-trainor
• Report emerging issues to global engineering team
• Installed, configured and maintained computer systems and network connections
• Generated reports to track performance and analyze trends
• Collaborated with vendors to locate replacement components and resolve advanced problems
• Configured and tested new software and hardware

• Work as Technical Advisor for Apple iOS customers from Apple Korea
• Increased KPI higher than 90%
• Support iOS devices(iPhone, iPad, iPod, etc.)
• Collect VOC through iLog and raise tickets case by case
• Remote support with using Apple Diagnostic tool or Bomgar
• Multi-tasked Apple iOS and MacOS systems while providing service and resolving customer issues, questions, comments or concerns

- Handle A/S inbound calls for Home asset users

Phone, Internet, IPTV, VOIP

- Handled 100 calls per day to address customer inquiries and concerns.

- Improved operations through consistent hard work and dedication.- Developed team communications and information for meetings.

• Worked flexible hours; night, weekend, and holiday shifts.
• Collaborated with Phone offices all around Korea to achieve customer satisfaction.
• Used Microsoft Word and other software tools to create documents and other communications.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.