Technical Support Specialist










917 Old Mail Lane


Sanford, FL 32773



Phone               407-321-0760


Cell                    480-252-0628


Email        wwjd3j@gmail.com





David Kong























Summary



Accomplished instructional technology field engineer with over 30 years of IT experience, 6 as a Technician, 26+ as a Field Systems Engineer. Reliable team player with proven history of high energy, strong work ethic, excellent communication skills, that resulted in service contract renewals, account expansions and exceptional customer satisfaction.



Work Experience


 



Lead Field Engineer, Edgenuity, Inc.  Scottsdale, AZ
March 2010 – November 2016



  • Lead Field Engineer that assisted current and potential customers to evaluate technical aspects of deploying the Edgenuity Learning System.

  • Led a team of 5 Field Engineers to install, maintain and replace Linux-based media appliances at US school districts.



  • Provided onsite troubleshooting for complex issues with quick efficient resolution.

  • Developed and maintained customer installation records and IT contact database.

  • Prepared customer sites for professional development training.

  • Assisted customer support and IT departments with onsite and remote diagnosis of customer networking issues.

  • Worked on establishing long standing relationships with customer IT staff by providing exceptional service.

  • Assisted potential customers with the technical aspect of the Edgenuity learning system. Performed onsite tech trainings for district IT staff.

  • Worked with account executives to determine best scenario for media appliance deployment.

  • Worked with customers to implement Edgenuity, including assisting with firewall and content filter issues.

  • Worked with Director of IT in development of new technology plans.


Field Technician,  Eola Technology Partners, Orlando, FL,
May 2009 – March 2010



  • Formulated an IT strategy that included tools, products and services that best met customer current and future needs.

  • Provided specific IT systems and services, from sales, installation and training to ongoing support.

  • Evaluated and managed third party IT vendors on customer’s behalf.


 


Field Technician,  Fast-teks Computer Repair Services, Orlando, FL, February 2009 – March 2010



  • Anti-virus and Malware removal

  • Computer Repair

  • Data Back Up and Recovery

  • Computer Hardware Sales and Installation

  • Wireless Networking


Systems Engineer Specialist, CompassLearning Inc., Austin, TX
April 1987 – February 2009



  • Supported school CompassLearning labs across Florida; updating, troubleshooting and patching software on Microsoft Enterprise Servers.

  • Administered Windows Active Directory Networks; troubleshooting network issues using monitoring tools to resolve complex issues.

  • Managed Cisco load balance appliances in large implementations to reduce server load.

  • Implemented Avantis and Microsoft ISA cache servers to reduce bandwidth at many sites with low network performance.



Differentiators and Awards




  • Regularly requested by management, sales team, and customers to resolve complex issues.

  • Maintained highest customer satisfaction and performance metrics in the nation year-after-year.

  • Exemplary track record of highest service contract renewals and account expansion rates in the nation.

  • 5.0 Release Beta Testing Award, Edgenuity 2015

  • Systems Engineer of the Year, CompassLearning, 2008

  • Service Extra Mile award, CompassLearning, 2001



Education



Certifications



Computer Technology, Networking, Repair/Maintenance,
Systems Technology Institute, Orlando, FL,
Diploma Certification, 1985


Microsoft MCSE, MCP



 


 

  • ID#: 129620
  • Location: Sanford, FL , 32773

Don't Be Fooled

  • When selling, do not put your home address in your ad.
  • To avoid scams, buy and sell with people you can meet locally, in person.
  • When meeting with someone you don't know, meet in a public place. If that's not possible, have a buddy with you. Also, carry a cell phone; if you feel unsafe, you can call a trusted friend, and stay on the line.
  • Never give out financial or private information like account numbers, PayPal login, or social security number.
  • If an offer sounds too good to be true, it is. Walk away!

Look Who's Hiring!

Technical Support Specialist
Tampa, FL Principle Solutions Group
Technical Support Specialist
Hollywood, FL Kforce
Assoc Technical Support Specialist
Orlando, FL The Walt Disney Company
Technical Support Specialist - Tier II
Orlando, FL Convergys