Sally Chen Lee Hsing
IT Service Desk Analyst & Access Rights Specialist (Korean Speaker)
Negeri Sembilan
Summary
An experienced professional with a proven track record at Service One Solutions, excelling in root cause analysis and team collaboration. Enhanced customer satisfaction and project outcomes through expert problem-solving and adaptability. Played a key role in team successes and IT service desk performance, combining technical know-how with excellent communication skills.
Overview
3
3
years of professional experience
3
3
Certifications
Work History
Access Rights Specialist (Korean Speaker)
Service One Solutions
03.2023 - Current
- Created user accounts and assigned permissions.
- Followed all company policies and procedures to deliver quality work.
- Optimized user experience by delivering superior services and effectively troubleshooting access issues.
- Interpreted new users' needs and introduced services to fit specific requirements.
- Developed strong user relationships through consistent communication and attentive service.
- Collaborated with cross-functional teams to achieve project goals on time.
- Attended training programs to deepen professional skillset and assisted in training new Access Right team members on existing and new training programs.
- Assisted with updating technical support best practices for use by team.
- Documented support interactions for future reference.
IT Service Desk Analyst (Korean Speaker)
Service One Solutions
05.2022 - 03.2023
- Used ticketing systems to manage and process support requests and incidents.
- Diagnosed and troubleshot hardware, software, and network issues.
- Installed, configured, and maintained computer systems and network connections.
- Monitored systems in operation, troubleshooting errors promptly.
- Reduced support wait times by streamlining ticket management and prioritizing high-impact issues.
- Improved customer satisfaction by efficiently resolving tickets and providing clear communication to end users.
- Boosted first-call resolution rates by developing targeted solutions to common user issues.
- Managed incident escalation processes to ensure timely resolutions and minimize workflow disruptions.
- Enhanced IT service desk performance by implementing best practices and monitoring metrics for improvement.
- Assisted in developing IT service desk policies to ensure compliance with industry standards while prioritizing excellent customer service.
- Supported remote workers with seamless technology integration, promoting productivity and communication across dispersed teams.
- Maintained detailed documentation of IT service desk processes to facilitate knowledge transfer and ensure consistency.
- Collaborated with cross-functional teams to troubleshoot complex technical issues and prevent future occurrences.
- Worked with supervisors to escalate and resolve customer inquiries or technical issues.
Korean English Translator
IAP EDU
09.2021 - 05.2022
- Edited and proofread official documents to accurately reflect Korean for the IAP EDU website.
- Played a critical role in translating answers' explanations for the TOPIK test, enhancing understanding for non-native speakers.
- Improved company reputation by providing accurate, culturally sensitive translations in English.
- Referred to reference materials such as dictionaries, lexicons, and encyclopedias to verify translation accuracy.
- Provided editing and proofreading services to ensure error-free documents before submission to clients.
- Reviewed TOPIK test questions crafted by IAP EDU to ensure accuracy and clarity before publication.
- Collaborated with team members to complete large-scale projects on schedule.
- Contributed significantly to the development of KAT APP by participating in content generation, design conceptualization, and strategic planning stages.
- Established strong relationships with clients through clear communication and understanding of project requirements.
Administrative Intern
The Peaceful Unification Advisory Council
05.2021 - 09.2021
- Assisted in the preparation of forums, handled sensitive information with discretion, ensuring confidentiality was maintained at all times when dealing with personnel records or proprietary company data.
- Tasked with converting Korean documents including forum guidebooks into English to broaden audience reach.
- Skillfully notified participants about forums using bilingual skills; provided comprehensive assistance throughout events.
- Effectively coordinated application processes for international regional conferences and councils.
- Acted as a point of contact, fielding documentation requests and answering queries from applicants via email and phone calls.
- Answered incoming phone calls pleasantly directed calls to appropriate personnel.
Education
No Degree - Korean Language Teachers Training Program
Seoul National University
Seoul, South Korea 04.2001 -
Bachelor of Arts - Korean Language And Literature
Kyung Hee University
Seoul, South Korea 04.2001 -
Skills
Service Desk Experience
Root Cause Analysis
Expert Problem Solving
Literary Translation
Subtitling Expertise
Team Collaboration
Oral and writing communication
Project Support
Adaptability and Flexibility
Languages
Chinese (Mandarin)
Native language
Korean
Proficient
C2
English
Advanced
C1
Chinese (Cantonese)
Upper intermediate
B2
Malay
Upper intermediate
B2
Certification
TOPIK
Timeline
Access Rights Specialist (Korean Speaker)
Service One Solutions
03.2023 - Current
IT Service Desk Analyst (Korean Speaker)
Service One Solutions
05.2022 - 03.2023
Korean English Translator
IAP EDU
09.2021 - 05.2022
TOIEC
06-2021
Administrative Intern
The Peaceful Unification Advisory Council
05.2021 - 09.2021
TOPIK
05-2021
HSK
05-2021
No Degree - Korean Language Teachers Training Program
Seoul National University
04.2001 -
Bachelor of Arts - Korean Language And Literature
Kyung Hee University
04.2001 -
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