JON CHEUNG-
Results driven, relationship focused, data oriented, and solutions minded specialist with a passion to deliver
magical customer success experiences that exceed expectations. 7+ years of professionally representing
businesses to internal and external customers and successfully improving support operation capacity,
efficiency, quality of service, and scalability by aligning data metrics, goals, strategy, and vision. Expert in
leveraging IT resources, customer communications, and team collaboration to solve complex problems.
EXPERIENCE
Tier 2 Support Lead | University of California, Riverside | 1/2017–10/2017
Transformed SaaS Tier 1 & 2 remote and local support operations by constructing clear customer service
vision and growth strategy, deriving key data analytics and metrics, establishing flexible triage process, and
training support staff. Scaled remote email support channel capacity 10% creating self-service knowledge
base and FAQ page. Hosted appointment based video conference support for premium customers.
•
Awarded for “Quality & Customer Service Improvement” patching security bug & risk for 30,000+ users
•
Enhanced FRT 20% and CSAT 25% automating support agent escalation and resolution workflow
IT Support Desk Supervisor | University of California, Riverside | 1/2014-1/2017
Scaled Tier 1 & 2 Service/Support Desk infrastructure to support user base growth of 150%. Outperformed
against SLA and business goals by aligning polices, strategies, and vision to specific priorities, objectives,
and KPI’s. Slashed on-boarding and training costs 25% by developing module based interactive training.
•
Awarded for “Digital Upgrade Project” reducing maintenance and imaging processing time by 50%
•
Awarded for “Managed Desktop Project” freeing 3 FTE resources and realizing 25% cost savings
•
Reduced annual labor costs 20% & operational costs 10% building custom Order Management System
•
Improved FCR 10%, MTTR 25%, MTBF 10% designing and deploying Incident Management System
IT Support Technician | University of California, Riverside | 8/2010-1/2014
Developed into subject matter expert skilled in installation, configuration, maintenance, and support of
multimedia, hardware, software, network, & control systems. Expanded personal throughput to 100+ daily
ticket average volume applying root cause analysis and reviewing reports. Dismantled information silos
through consolidation of IT assets inventory, resource tracking, and operation logs into unified monitoring
system. Formalized and semi-automated customer satisfaction improvement process with leadership.
•
Improved FCR and AHT by 10%, implementing standardized root cause analysis & prioritization scheme
•
Raised team average MTTR 15% crafting documents, playbooks, and detailed troubleshooting guides
•
Saved $5,000 equipment costs collaborating with engineering team to create a modified configuration
! of 2
1
!
TECHNICAL SKILLS
•
Expert - OS (Windows, Mac, iOS, Android), MS Office, Adobe, G Suite, RDP, SaaS, CRM, ITSM
•
Proficient - DHCP, LAN, WAN, WiFi, NAS, HTML, CMS, Active Directory, Group Policy, 2FA
•
Familiar - AP, Switches, Firewall, Client/Server, Scripts, IPv4, IPv6, DNS, SCCM, API, VM
EDUCATION
Lean IT Foundation
PeopleCert
CompTIA A+
CompTIA
B.S. – Business Administration
University of California, Riverside
! of 2
2
!
