Mercer Island, Washington, United States
IT Support Specialist with hands-on experience delivering Tier 1–2 technical support in fast-paced, high-volume environments. I specialize in troubleshooting hardware, software, and network issues, resolving incidents efficiently, and supporting customers in secure, regulated systems. I’ve supported global users and customers across networking, connectivity, account management, and device troubleshooting, with experience working in remote and SLA-driven environments. At SpaceX, I was part of a select team that launched a new overnight support operation, which became the top-performing group across all support metrics. I bring a strong customer-first mindset, clear communication, and disciplined problem-solving to every interaction. My background also includes experience with monitoring and diagnostic tools (Grafana), ISP-level network troubleshooting, fraud detection support, and account management within regulated financial systems. Currently pursuing CompTIA A+ certification and actively seeking opportunities in IT Support, Technical Support, or Network Support where I can continue to grow technically while delivering reliable, high-quality support.
Delivered Tier 1–2 technical support for customers across hardware, network, connectivity, and account issues • Managed high-volume ticket queues while meeting SLA and performance metrics • Selected for a 12-person team to launch a new overnight support operation, which became the top-performing team across Starlink metrics • Troubleshot complex issues including User Terminal hard-downs, network outages, device failures, and degraded performance • Utilized monitoring and diagnostic tools such as Grafana and geolocation systems to identify root causes • Assisted customers with secure home network setup, improving reliability and reducing repeat incidents • Collaborated with Shipping, Billing, Accounts, and Global Support teams to resolve issues end-to-end
Built and maintained technical projects using HTML, CSS, JavaScript, Python, Node.js, and SQL • Applied front-end and back-end development concepts to real-world technical scenarios • Strengthened troubleshooting, debugging, and problem-solving skills through hands-on project work • Participated in technical discussions and presentations to communicate project progress and outcomes
Ranked Top 3 General Manager in district based on KPI and sales performance • Achieved Platinum sales status for multiple consecutive weeks • Improved performance of an underperforming store through operational and customer engagement improvements • Led, coached, and motivated teams to consistently exceed performance targets
Worked under Hmong Cultural Liaison, Malia Yang-Xiong to bridge the educational gap between minorities in the district of ISD624 through IZI strategy planned events and meetings.