SungHwan Ryu
IT Infrastructure & Technical Support Engineer
Seoul
Summary
A dedicated IT Infrastructure and Technical Support Engineer with hands-on experience supporting over 800 users in a dynamic enterprise environment. Proven track record of resolving 8,000+ technical issues while maintaining high customer satisfaction (NPS). Skilled in hardware/software troubleshooting, ServiceNow ticketing, AV systems, and multilingual technical communication (Korean, English, Spanish). Adept at providing both remote and on-site support, including VIP/Executive-level assistance.
Core Competencies:
IT Support (Tier 1 & 2) | ServiceNow & SLA Compliance | Desktop & AV Support | Network & System Troubleshooting | Technical Documentation | Multilingual Communication (KR/EN/ES)
Overview
8
8
years of professional experience
3
3
Languages
Work History
Desktop Engineer
Johnson & Johnson
03.2025 - Current
- Provided Tier 1 & 2 desktop support to over 800 employees in a dynamic enterprise environment
- Managed hardware/software troubleshooting, Windows imaging, and user onboarding/offboarding
- Handled ServiceNow tickets, ensuring timely and efficient resolution in compliance with SLAs
- Delivered remote and on-site support, including VIP/Executive user support
- Maintained detailed documentation of technical procedures and asset inventory
- Handled AV setup and support for key meetings and virtual events with minimal downtime
Remote Support Desktop Engineer
Arcdo (IT Services & Technical Support Company)
03.2023 - 12.2024
- Delivered comprehensive Level 1 and 2 technical support to enterprise clients, resolving over 8,000 hardware, software, and network issues.
- Achieved consistently high customer satisfaction scores, as reflected in strong Net Promoter Score (NPS) metrics.
- Configured advanced network settings including port forwarding, DMZ, and static IPs to improve system reliability and reduce downtime.
- Troubleshot DNS and IP conflicts to minimize issue resolution time and enhance network performance.
- Monitored system performance using Windows Event Viewer and Resource Monitor to proactively identify potential system failures.
- Managed support requests through the Vienna Ticketing System, ensuring efficient case handling and resolution tracking.
- Operated the LG U+ U-Cube system to manage enterprise customer data with a focus on accuracy and integrity.
Logistics System Operator
Korea In Service Co.
12.2022 - 02.2023
- Utilized ERP system to manage educational material distribution to over 200 schools nationwide
- Processed and monitored 300+ daily orders during peak seasons, maintaining high on-time delivery rates
- Improved logistics workflows through data analysis, reducing processing time during high-volume periods
Digital Marketing Specialist
SmileKorea (NAVER Official Ad Agency)
07.2022 - 09.2022
- Strategically managed 10+ advertising accounts with a combined monthly budget of ₩50M on the NAVER search platform
- Improved campaign ROI through in-depth performance analysis and strategic optimization
- Created technical documentation that reduced client onboarding time, later adopted as standard company training material
Marketing Team
Enputech (Manufacturing Company)
01.2022 - 04.2022
- Utilized ERP system to streamline order fulfillment processes and improve operational efficiency
- Enhanced website user experience through data-driven SEO optimization, increasing organic traffic
- Analyzed sales data using Excel and Google Sheets to identify growth opportunities that led to increased revenue
Safety System Administrator
Yakdong Industrial
08.2021 - 12.2021
- Utilized safety monitoring systems for a construction project, achieving zero safety incidents throughout the project duration
- Managed safety documentation database, reducing compliance reporting time and improving regulatory efficiency
Public Service Agent
Mandatory Military Service
11.2018 - 09.2020
- Assisted residents with severe disabilities, ensuring daily needs were met with care and empathy
- Demonstrated strong responsibility and communication skills while contributing to resident well-being
- Developed interpersonal and problem-solving abilities by addressing diverse care requirements
Manager & Interpreter
Hyundai Engineering (Global Engineering Company)
01.2017 - 12.2017
- Facilitated communication between Korean and Spanish-speaking engineering teams to ensure project alignment
- Coordinated logistics for a 2 km cooling pipe installation, contributing to on-time completion despite supplier delays
- Overcame cultural and language barriers to promote effective collaboration and minimize project disruptions
Education
High School Diploma -
Office of Education, Republic of Korea
South Korea 04.2001 -
Skills
Network Infrastructure
TCP/IP · DNS · DHCP · VLAN · Port Forwarding · DMZ · Static IP · MAC Filtering · Wi-Fi · NAS Configuration
System & Desktop Support
Windows 10/11 · Windows Support · BitLocker · Event Viewer · Resource Monitor · Microsoft Outlook · Microsoft Teams · Desktop Troubleshooting · Audio Visual (AV) Systems · IP Phones · Projectors
Hardware & Asset Management
PC Hardware · Printers · Hardware Maintenance · Asset Management · Inventory Management
Software & Tools
MS Office 365 · Adobe Creative Suite · Vienna Ticketing System · LG U+ U-Cube System · ServiceNow · ERP Systems
IT Support & Customer Service
Technical Support (Tier 1 & 2) · Service-Level Agreement (SLA) Compliance · High NPS Achievement · Customer-Focused Communication · Incident Management
Analysis & Problem Solving
Data Analysis · Performance Monitoring · Root Cause Analysis · Troubleshooting · Problem Solving
Project & Operations
Project Coordination · Logistics Support · Enterprise Resource Planning (ERP)
Additional Information
Certifications
- Adobe Illustrator CC 2015
- Adobe Photoshop CC 2015
Achievements & Activities
- First Place, Facebook University Marketing Competition (Team Award)
Timeline
Desktop Engineer
Johnson & Johnson
03.2025 - Current
Remote Support Desktop Engineer
Arcdo (IT Services & Technical Support Company)
03.2023 - 12.2024
Logistics System Operator
Korea In Service Co.
12.2022 - 02.2023
Digital Marketing Specialist
SmileKorea (NAVER Official Ad Agency)
07.2022 - 09.2022
Marketing Team
Enputech (Manufacturing Company)
01.2022 - 04.2022
Safety System Administrator
Yakdong Industrial
08.2021 - 12.2021
Public Service Agent
Mandatory Military Service
11.2018 - 09.2020
Manager & Interpreter
Hyundai Engineering (Global Engineering Company)
01.2017 - 12.2017
High School Diploma -
Office of Education, Republic of Korea
04.2001 -
Similar Profiles
ANIS TRIKIANIS TRIKI
Medical Science Liaison – Urogenital Tumors at Johnson & Johnson Innovative MedicineMedical Science Liaison – Urogenital Tumors at Johnson & Johnson Innovative Medicine
Laura G. Bermudez CottoLaura G. Bermudez Cotto
Manufacturing Process Specialist at Johnson & Johnson Innovative MedicineManufacturing Process Specialist at Johnson & Johnson Innovative Medicine
Kai JacksonKai Jackson
Sales Representative – Oncology & Urology at Johnson & JohnsonSales Representative – Oncology & Urology at Johnson & Johnson
PATRICIA OSWALDPATRICIA OSWALD
Executive Administrative Assistant at Johnson & Johnson - Strategy & Business Services, Global ServicesExecutive Administrative Assistant at Johnson & Johnson - Strategy & Business Services, Global Services
Egyung ChoiEgyung Choi
Work Study Student at Yonsei UniversityWork Study Student at Yonsei University