Joseph Chang Email & Phone Number

Chicago, Illinois, United States

Boston, Massachusetts, United States

• Setup and manages over 1000 Mac and Windows computers for shared and individual use across the Emerson campus with Jamf, Apple Remote Desktop, and SSH.
• Troubleshoots and resolves over 150 support tickets related to shared and individual computer issues, shared printer issues, and general IT-related issues.
• Wrote and edited Zendesk articles relating to future software upgrades, deployments, and technical support.
• Documents processes related to software deployment and inventory management SOP.
• Coordinates computer setup, provisioning, and long-term support for shared and individual computers.

Boston, Massachusetts, United States

Menlo Park, California, United States

• Wrote content for the weekly Portal Dogfood Newsletter—an informational snapshot of the current unreleased features for testing.
• Managed and coordinated daily software releases for the internal Portal Dogfood Program.
• Assisted in documenting and managing new software testing programs including WhatsApp on Portal.
• Provided internal customer service over Facebook Groups in answering technical questions, logging reports, and triaged and reported feature issues/bugs.

Mountain View

• Documented and maintained internal documentation for future reference by new team members and for the development of new teams in new localities.· Analyzed, recorded, and wrote hardware and software-related defect.
• Created reporting dashboards for over 3000 inventory-managed devices using Google Sheets, MySQL, and JavaScript for Program Managers to narrow scope and evaluate effective testing and distribution methods.
• Managed, coordinated, and tracked logistics and operations between Android Dogfood Program Managers and Inventory Managers across the United States, Canada, Singapore, Japan, Australia, and Taiwan.
• Triaged over 1000 tickets and bug reports to their appropriate subject matter experts for investigation, achieving a weekly 99% within-SLO rating for stakeholders.

Mountain View, CA

• Screened over 100 external partners and internal engineering projects and assigned lab spaces dedicated for collaborative work between Google and External Partner engineers.
• Implemented process improvements using automation and workflow optimization techniques and scripting, reducing daily device processing delays by 25%.
• Performed hardware imaging, distribution, demo setup, and end-user technical support for Google I/O and Pixel product launches in 2016 and 2017.
• Provided ad hoc and in-person technical troubleshooting support to over 60 daily walk-ups and tickets.

San Jose, California

• Collaborated with the First Article Inspection team to document over 100 procedural assembly documentation in accordance with company practices.
• Developed and maintained web database and server using MySQL and Ubuntu to serve update data and firmware updates to the production testing line.

Irvine, CA

• Built and tested front-end prototypes coded with modern frameworks and techniques and teamed up with an external developer in implementing the proposed changes over the course of 6 months.
• Proposed and implemented a responsive redesign of the UC Irvine Open Courseware website, resulting in a 25% increase in mobile web traffic.
• Collaborated with the video team for recording and publishing over 300 video lectures on YouTube and the main OCW website, each with over 10,000 unique visitors a month.

Master Of Fine Arts - Mfa, Creative Writing

Bachelor Of Science (Bs), Informatics/Human-Computer Interaction

Studied Design, Information Technology, and the impact on the world around us. Specialized in Human-Computer Interaction.

Education record

Bachelor Of Science - Bs, Informatics