Kyle Fong

Background

About Kyle Fong

Resourceful Information Technology Professional with 9+ years of Information Technology and 20+ years of customer service experience. Proven ability to adapt and deliver quality solutions in unfamiliar and technically challenging environments while ensuring customer SLAs are met. Always eager to learn new skills and take on challenges for self and career improvement.Career Highlights• Hired into Hitachi with no IT experience. Driven and quickly learned the technologies to become proficient in the Enterprise storage support role. Promoted to Senior L1 within two years of hiring, promoted to L2 three years later, and promoted to L3 three years after that.• Successfully developed and piloted Proof of Concept (POC) of the Hitachi Dedicated Support Engineer (DSE) program; assigned to one of the world’s largest bank clients with over $500M in Hitachi deployed solutions. Success was measured via an increase in customer satisfaction, and a reduction in both support tickets opened and ticket age until resolution.o Built security hardening tool for use on the storage product’s Windows based service processors (SVP). o Created custom SVP Windows 10 upgrade image and procedure which saved an estimated 828 labor hours.• Self-taught Python; wrote scripts to assist with extracting, parsing or calculating data from support logs. • Member of a “Tiger Team” that was assembled to assist in supporting a product and a struggling support group. • Designed and manage storage lab environment for use by the global support organization.• Created a “runbook” for a complex customer environment that was distributed to the global support organization.• Managed a POC that laid the foundation for a bug database tool currently under development.• Frequently receive 100% marks on customer satisfaction surveys.