SeungHeon Han

Mercedes-Benz Korea, Mercedes-Benz Financial Service Korea, Mercedes-Benz Mobility Korea

04.2019 - 06.2023

From 2019 to 2021 ( MBK,FSK,MBMK,DTK)
From 2022 to 2023 ( Only FSK)
Used ticketing systems (CISM, ServiceNow) to manage and process support actions and requests.
VIP Support (CEO, CFO and CIO).
Managed high levels of call flow and responded to IT technical support needs.
Assisted customers in identifying issues and explained solutions to restore service and functionality.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Responded to customer inquiries and provided technical assistance over phone and in person.
Created user accounts, assigned permissions (Arms, Wams) and prepared IT devices (OS installed PC, COD and Accessory).
Managed IT Asset by IT-Shop (Include DaaS Devices).
Diagnosed and troubleshot hardware, software and network issues.
Configured and tested new software and hardware (not only software but also new release version of Windows)
Tested new software and hardware prior to deployment.
Monitored systems in operation and quickly troubleshot errors.
Configured hardware, devices, and software to set up work stations for employees.
Installed and configured operating systems (From Windows 7 to Windows 10 for all MB Groups in Korea).
Installed, configured and maintained computer systems and network connections.
Researched product and issue resolution tactics to address customer concerns.
Documented support interactions for future reference.

Summary