Sujin Ann Email & Phone Number

Seattle, Washington, United States

- Delivered advanced troubleshooting expertise for cloud-based and on-premises Tableau products, specifically supporting Premium customers- Maintained an average CSAT (Customer Satisfaction) rating of 4.5/5, driving improved Premium customer satisfaction through timely responses and comprehensive technical guidance.- Published 61 internal and external technical articles in FY24, becoming one of the top knowledge base contributors in all of support- Participated in regular internal standup meetings and shared technical knowledge with peers- Volunteered to handle incident cases and communicated with customers in a timely manner- Partnered with Technical Account Managers to efficiently manage escalations and de-escalations for customers facing critical issues

Seattle, Washington, United States

- Resolved diverse and complex technical issues for customers, spanning database connectivity, authentication, view rendering, APIs, and networking challenges across both Windows and Mac OS, leveraging email, phone, and screen-sharing tools - Obtained in-depth technical knowledge of Tableau Server, Tableau Desktop and Tableau Prep by troubleshooting connectivity and authentication(SAML, Kerberos, Active Directory, Trusted Authentication) issues- Produced and revised hundreds of internal and external knowledge base articles- Analyzed Tableau Server and Tableau Desktop logs- Collaborated with development team and product managers to identify, reproduce and fix any defects that are discovered within the product- Detected inaccuracies in customer-facing documentation, diligently updating content to ensure accurate and helpful information for customers- Daily use of Trello, Quip, Office 365, and Slack to better communicate with cross-functional teams- Achieved consistently high metrics in case closure rates

Seoul, Korea

Worked at Technology Support Service department belonging to Global Technology Service business unit as a System Services Representative.​- Provided on-site & remote technical support for H/W, OS and Network- L2 Support for IBM Spectrum Scale (Clustered File System), SAP HANA appliances, Lenovo Products - L1 Support for SuSE Linux Enterprise Server- Provided 24x7 technical support services for System P- Network technical support for Korean Air (Oversea Project)- Remote Training Instructor for Hanon Systems

Jongro-Gu, Seoul, Korea

IT Support Intern- Supported Windows 7 OS migration/upgrade project for 500+ employees - Responsible for handling technical and IE security issues of internal workstation - Provided remote technical support for 250 branches (Using VNC viewer)

Seocho-Gu, Seoul, Korea

Engineering Department Intern -Developed a computer-based tool to track engineers’ working hours weekly and to summarize the data for a monthly report.-Created interactive forms and views on MS-Access, and connected to the intranet using ODBC driver.-Programming language: SQL, Visual basic.-System Software : MySQL Workbench

Bachelor'S Degree, Information Technology, 3.5/4.5

Education record