Krystal Son Email & Phone Number

Federal Way, Wa, Us

Federal Way, Wa, Us

Owings Mills, Md, Us

- Create and manage team performance metrics and goals- Oversee dispatching of tickets and field service requests- Implement escalation procedures and priority assignment- Refine and track ticket budgets, types, and efficiencies- Created and organized new internal technical documentation system in Sharepoint online- Train and mentor technicians in their roles to achieve excellence in job responsibilities and customer service- Ensure timely resolution of escalation tickets and meeting service level agreements- Collaborate between departments to help train using process and procedures- Promote teamwork and cooperative efforts- Coordinate with projects team on the latest project changes, client headlines, and disperse updates to the rest of the staff and update documentation

Owings Mills, Md, Us

• Project Manager for sold technical project deployments for small to medium size companies• Conducted Microsoft 365 migrations for email, OneDrive and SharePoint• Configured and deployed security policies in Microsoft 365 – Conditional Access Policies, Azure AD Policies• Configured and deployed Windows Servers to replace or upgrade infrastructure• Performed VMware deployments or migrations for new or existing VMs• Created and produced company-wide technical training courses and exams for improving competency and employee onboarding for help desk staff• Created and produced client end-user training videos for new systems and deployments to ease introductions to new systems• Designed and maintained internal technical documentation for Knowledge Base articles and Deployment Standards for the company

Owings Mills, Md, Us

• Provided end-user desktop support for wide variety of business-systems across thousands of endpoints• Continuously received positive feedback from clients for providing both excellent customer service as well as resolving technical issues in a timely fashion• Consistent high performance reviews for ticket resolution times and advancement in technical skills and taking advantage of growth opportunities

Germantown, Maryland, Us

• Established and maintained excellent customer service in-person and via phone• Created and established materials workflow process for clients to order medical equipment• Conducted sales and education seminars to clients

Randolph Afb, Tx, Us

Arabic Cryptologic Language Analyst

Master Of Science - Ms, Digital Forensics And Cyber Investigation

Bachelor Of Applied Science (B.A.Sc.), Computer Networks And Security

Associate Of Arts (A.A.), Arabic Cryptologic Language Analyst