Angela Park Email & Phone Number

Bellevue, Washington, United States

Provided internal tier 2 and white glove help desk support to a worldwide organization while maintaining an average 99% satisfaction rate. IT Support included experience with: Onboarding/Offboarding users, assisting with running company all hands meetings/webinars, internal and user facing knowledge article creation, hardware/software management, office management, and more. Maintained constant communications with System Engineers, Network Engineers, the ELT team and HR and others to maintain efficiency. Assisted with other system administrative projects: Mac OS device migration to Intune, acquisition integrations into our tenant environment, SOC2 audit prep and evidence collection, equipment refresh, interview/on-board and trained team member, and creation with automation processes. Supported /administered internal softwares: Entra (Azure), Intune, Tanium, BeyondTrust, Office365 (Admin), Exchange, Mac OS, Windows, Defender,B2B SaaS (OpenVPN, Slack, Adobe, DUO, Lastpass, UltiPro, Miro, Fellow, OneDrive, Zoom, etc.), Sharepoint, Zendesk, Asset Panda, and more.

Seattle, Washington, United States

Provided enterprise technical support across the entire organization encompassing Azure Active Directory, Microsoft Exchange, Microsoft Office 365, Methode, Falcon, Salesforce Cloud, Wordress, and more, in addition to mobile device management and hardware support. Handled user escalations and more complex Tier 2 incidents and outages. Coordinated operations across application developers, network administrators, and business systems analysts to reduce operational cost and improve efficiency. Also helped develop proposals for security and incident response process and product improvements.

Bellevue, Wa

Drive immediate incident response for customer-impacting events and maintenance windows. Work as part of a cross-functional team, drive incident bridges, handle external customer updates, and post-mortem communications for product groups and customers. Customer engagement and communications also includes proactive alerting, SLA crediting, changelogs, and bug translation from customers to internal project management systems.

Redmond, Wa

Tier 1 IT SupportProvided tier 1 technical support for internal Nintendo of America employees including: hardware troubleshooting and repairs, software troubleshooting, IT deployments, Azure AD user management, and networking support across remote and onsite users. Software IT support included experience with: Microsoft Office 365, Azure Active Directory, Oracle RightNow, Nintendo of America internal engineering tools, and Microsoft Windows configuration.Bilingual (Spanish) Tier 3 Customer Escalation SupportProvided virtual support for the most complex customer support cases and highest tier escalations for users in English and Spanish-speaking markets. Resolved customer issues with a strong emphasis on de-escalation techniques for customer satisfaction and retention. Worked with product engineering teams on identified issues to help drive customer-driven product improvements. Also provided support related to payments and account infrastructure including: refunds, chargeback investigations, system credits, and account security investigations.

Redmond, Wa

Stock Lead - Processed all merchandise shipments, ensured stock area is organized and trained/coached new sales/stock associates. Merchandise Lead - Manage, train and coach the floorset team on floorset process. Updated floor presentation and made merchandise adjustments as directed in set documents. Cashier Lead - Manage, train and coach cashiers. Perform register sales transactions, resolve customer concerns and provide store management with productivity updates

Education record

Computer Security And Network Technology, Aas

Education record