Summary
Overview
Work History
Education
Certification
Languages
Timeline
Generic

Sunyoung (Karen) Ahn

Vancouver,BC

Summary

As a detail-oriented Incident Manager with over two years of experience in technical support and problem-solving, I have successfully triaged user reports by gathering key information, providing clear and organized details to the investigating teams, and delivering accurate yet digestible updates to stakeholders. I am also able to leverage critical thinking and attention to detail to identify and implement improvements to team guides and processes.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Incident Manager I

Electronic Arts
Burnaby, British Columbia
08.2024 - Current
  • Triage reports of issues regarding our applications and services, assign severity based on the impact, and prioritize accordingly.
  • Escalate issues to the technical teams and drive for a resolution.
  • Coordinated communication among all responsible teams during major outages to ensure a timely and reliable resolution.
  • Create, update, and track incident tickets using a ticket management system.
  • Assist in improving and refining incident management policies, processes, and documents.

Help Desk Representative

Hyosung ITX
Seoul, South Korea
01.2023 - 04.2024
  • Provided Tier 1 support for Samsung's Knox Portal, an internal business system, troubleshooting issues on both web and mobile platforms.
  • Escalated technical inquiries to Tier 2 support, and communicated feedback to customers.
  • Managed Knox Portal accounts through creation, modification, and termination processes.
  • Assisted users with additional company systems, such as Knox Meeting and Knox Messenger.
  • Worked in rotating shifts to provide 24/7 support for employees across all regions.

Education

Bachelor of Science, Accounting -

Western Governors University
Online
09-2020

Certification

  • CompTIA IT Fundamentals+, July 2023
  • CompTIA Data+, February 2024

Languages

English
Native/ Bilingual
Korean
Native/ Bilingual
Japanese
Professional

Timeline

Incident Manager I

Electronic Arts
08.2024 - Current

Help Desk Representative

Hyosung ITX
01.2023 - 04.2024

Bachelor of Science, Accounting -

Western Governors University

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Sunyoung (Karen) Ahn