John Chung

Background

About John Chung

With 15 years of experience in tech, a defining theme throughout my career has been tackling complex challenges across engineering, quality, and customer experience. My journey began with an amazing internship at Harman, as an embedded systems developer. I worked on adding new features to their product lineup of iPhone and iPod dock speaker systems. From there, I took a full time role at DIRECTV supporting STB hardware testing with the Built-In Self Test (BIST) application. As a critical tool for reverse logistics testing, I was writing test scripts, filing bug tickets, submitting change requests for new features, and validating fixes for production impacting issues. Subsequently, I moved into a quality and reliability position and obtained Lean Six Sigma certifications from UCLA Extension to reinforce my skills in this area. Later, I pivoted to solving software-related customer pain points, leading root-cause investigations and coordinating improved software releases that saved the company over $10M in cost avoidance. As the company was undergoing Agile transformation, I was asked to lead a Scrum team focused on upstream software bug detection. We established a "Pre-Release Community" consisting of employees and trusted customers to test early sprint builds, gather feedback, reproduce and prioritize issues, and implement fixes to provide customers with the best experience. I was then tapped to fill the role of Client Connectivity Pillar Lead, one of several pillars representing key initiatives that engineering would address to improve customer experience. This position involved providing regular updates to the engineering executive. The objective was to enhance our wireless clients' performance to match that of wired clients, based on metrics such as customer satisfaction survey scores, call rates, and engineering performance metrics. During this period, a cross-functional scrum team composed of developers, data analysts, testers, and product owners collaborated to implement changes that achieved our targets and objectives. Currently at AT & T, I’m working on Broadband gateways and Wi-Fi extenders, leading efforts in reverse logistics testing and optimizing processes to reduce costs and improve product quality. Outside of work, I enjoy coaching my son’s AYSO soccer team and volunteering at my church—managing AV systems, live streaming, and Wi-Fi coverage, and tackling all kinds of technical and maintenance tasks. Whether at work or in the community, I love solving problems, building better systems, and helping people.