Hello, I’m Simon- an Asian American creative and technology specialist with years of experience contributing and utilizing various technologies in multiple work places to create efficient and effective solutions.

I graduated with a Bachelors from the University of Central Florida majoring in Information Technology and minoring in Technical Communication.

I specialize in technical documentation, server administration, and research/data analysis. I’ve had the privilege of working on multiple projects that have streamlined operations, enhanced user experiences, and improved company workflows. My ability to adapt to emerging technologies and my dedication to staying ahead of industry trends have been key to my success.

I’m a lifelong learner with a diverse set of hobbies and talents that keep me inspired. Whether I’m exploring photography, creating digital art, or composing music- I believe that creativity and art are essential to being human.

• Worked on various clientele websites utilizing WordPress, CSS, and HTML.
• Generated technical documentation for project management, and created various visual assets.
• Domain management via MySQL, DNS forwarding, and cPanel via Siteground/GoDaddy.
• IT support for local users assisting with devices, browsers, router issues, printer issues, etc.
• Created network infrastructure utilizing switches, printer management, and setting up/repairing computers.
• Customer support with clients through email.
• Created web pages for various clients.
• Worked on marketing, SEO, and branding techniques for various local businesses.
• Provided a various number of solutions and optimizations in workflows through automation, A.I., and software recommendations.

• Provided assistance to corporate and retail users in regard to all hardware, software, and operating system issues (Mac OS / Windows / Android / iOS).
• Assisted retail stores with hardware issues (registers, labelers, card readers, printers, servers, networking/Cisco Meraki, etc.) and software issues (Microsoft Office 365, Cisco AnyConnect VPN, Starbucks websites/apps/services, etc.).
• Assisted corporate users with Oracle E-Business Suite, AS400, SAP, and Citrix Workspace account management.
• Utilized a variety of tools to assist users with their devices/accounts including: Jamf Pro, AirWatch, Microsoft Active Directory (AD), Octopus Deploy, Bomgar/BeyondTrust, Microsoft Teams/Outlook/Word/Excel/PowerPoint/SharePoint, CloudApps, Aruba Clearpass, Micros Simphony, Tuner/Marimba, CyberArk, Nexthink, DataDog, CyberArk, Splunk, PowerBi, etc.
• Worked with various vendors to assist stores: MaxTrak III, NCR, ZONES, New Era Technology, various ISPs/MSPs, Sitel/Foundever, etc.
• Created up-to-date documentation and troubleshooting steps via ticketing and ServiceNow articles.
• Exceeded the average amount of service desk calls and tickets regularly within the AHT range utilizing Gensys.
• Communicated with various teams, stores, and coworkers on a regular basis to assist and collaborate on reducing down-times for users/stores.

• Worked with the triage/escalation team to process escalated tickets for internal partners and retail stores in ServiceNow.
• Provided professional communication between various internal teams, vendors, and MSPs to troubleshoot and identify store/user issues.
• Provided in-depth ServiceNow ticket analysis
• Interpreted and identified problems via Cisco Meraki Dashboard logs
• Utilized in-house Splunk Dashboards for analysis of retail store issues
• Escalation management with internal teams via email, Slack, Teams, and phone contact.
• Contributed documentation to knowledge base articles (KBAs) regularly
• Research and implementation of automating internal processes via Python
• Data scraping and analysis utilizing Python and Excel
• Data scraping and sanitization of internal store information in Power BI for analysis
• Participated in daily meetings to discuss and troubleshoot varying issues
• Identified multiple outages, problems, and bugs within the Starbucks company

• Provided assistance to corporate and retail users in regard to all hardware, software, and operating system issues (Mac OS / Windows / Android / iOS).
• Assisted retail stores with hardware issues (registers, labelers, card readers, printers, servers, networking/Cisco Meraki, etc.) and software issues (Microsoft Office 365, Cisco AnyConnect VPN, Starbucks websites/apps/services, etc.).
• Assisted corporate users with Oracle E-Business Suite, AS400, SAP, and Citrix Workspace account management.
• Utilized a variety of tools to assist users with their devices/accounts including: Jamf Pro, AirWatch, Microsoft Active Directory (AD), Octopus Deploy, Bomgar/BeyondTrust, Microsoft Teams/Outlook/Word/Excel/PowerPoint/SharePoint, CloudApps, Aruba Clearpass, Micros Simphony, Tuner/Marimba, CyberArk, Nexthink, DataDog, CyberArk, Splunk, PowerBi, etc.
• Worked with various vendors to assist stores: MaxTrak III, NCR, ZONES, New Era Technology, various ISPs/MSPs, Sitel/Foundever, etc.
• Created up-to-date documentation and troubleshooting steps via ticketing and ServiceNow articles.
• Exceeded the average amount of service desk calls and tickets regularly within the AHT range utilizing Gensys.
• Communicated with various teams, stores, and coworkers on a regular basis to assist and collaborate on reducing down-times for users/stores.