Yong Kwon

Senior Manager - IT Operations & Security

The Council for Professional Recognition

May 2023 - Current (3 years 5 months)

At the Council for Professional Recognition, I lead IT Operations with a clear focus on reliability,
security, and user experience. Overseeing Service Desk, Infrastructure, Security, and Facilities, I
drive efficiency across departments and champion seamless technology integration in support of
organizational goals. Whether managing large-scale initiatives like building relocations or
implementing governance frameworks, I emphasize collaboration, cost-effectiveness, and
strategic foresight. My leadership cultivates a customer-centric IT culture that enhances
performance and builds lasting trust in IT services.

Key Achievements:
• Achieved 25% cost savings in IT spend by optimizing procurement pr

Information Technology Support Manager

The Pew Charitable Trusts

Aug 2021 - May 2023 (1 year 10 months)

At The Pew Charitable Trusts, I led the Technology Support function with a focus on operational
excellence, user satisfaction, and team development. Managing both Tier 1 MSP and Tier 2
desktop support teams, I ensured seamless service desk performance and quick issue resolution
across the organization. I introduced robust metrics and reporting tools to provide senior
leadership with actionable insights into service desk health. My leadership extended across the
full employee IT lifecycle, from onboarding to offboarding, with continuous improvements to
minimize service disruptions and optimize team performance.

Major Highlights:
• Improved service desk efficiency and reduced response times throug

AWS Trust & Safety Team Manager

Amazon Web Services AWS

Dec 2020 - Aug 2021 (9 months)

At Amazon Web Services, I led a high-performing technical support team, driving excellence
through data-driven performance management and strategic mentorship. I maintained
alignment with KPIs and SLAs while fostering a culture of accountability and continuous
improvement. Leveraging advanced tools such as ACD for analytics, I optimized team
productivity and streamlined communication between tech support and development teams—
ensuring customer insights directly influenced product enhancements. My leadership focused on
building efficient processes, empowering teams, and delivering measurable results.

Key Achievements:
• Revamped the new hire onboarding process, reducing ramp-up time by 40% and a

Technical Support Engineer

Amazon Web Services AWS

Oct 2019 - Dec 2020 (1 year 3 months)

At Amazon, I served as a Technical Support Engineer focused on enhancing IT operations and
reducing downtime across multiple corporate locations and data centers. I played a key role in
maintaining high service levels by streamlining ticket prioritization and ensuring SLA
compliance. With a strong emphasis on operational efficiency and team development, I
contributed to site readiness and optimized day-to-day technical support functions through
proactive problem-solving and process innovation.

Key Achievements:
• Successfully managed the IT infrastructure delivery of a new office building, supporting over
1,000 end users.
• Led, coached, and supported a team of 10, including involvement in

End User Support Analyst - Lead

Stand Together

Apr 2018 - Sep 2019 (1 year 6 months)

At Stand Together, I led the end-user support team in delivering seamless, high-quality IT
services across the organization. As team lead, I was responsible for service desk operations,
talent development, and IT asset management—ensuring teams were equipped, trained, and
empowered to meet evolving technical needs. I also oversaw procurement strategies and
introduced tools and systems that improved scalability, device security, and the overall user
experience. My leadership emphasized proactive support, operational efficiency, and crossfunctional
collaboration to keep technology aligned with mission-critical goals.

Major Highlights:
• Minimized downtime for external stakeholders by managing tech

Technical Support Specialist - Apple Specialist

AAAS

Sep 2016 - Mar 2018 (1 year 7 months)

At AAAS, I served as the go-to Apple Specialist within the IT support team, delivering reliable
technical solutions across a diverse user base. I ensured the smooth deployment and integration
of new systems, resolved complex hardware and software issues, and maintained seamless user
experiences across multiple operating systems. My role also involved configuring and managing
VoIP systems, updating centralized asset databases, and deploying software consistently using
Munki—all while upholding high standards for security and user support.

Key Achievements:
• Maintained and secured Munki repositories to ensure reliable, up-to-date software deployment
with minimal security risks.
• Diagnosed a

IT Consultant

Veredus

Jun 2016 - Sep 2016 (4 months)

Temp - Hire - AAAS

- Install, Maintain, troubleshoot and document issues that end users bring.
- Escalates issues to proper channel in timely manner.
- Provides in-person, telephone, and remote technical assistance for IT-supported solutions
- Track inventory
- Organize and maintain clean work area and storage area.
- Image new devices with the proper image and verify proper setup has been completed for the user.
- Support Microsoft Office Suite
- Assist users with account issues via Active Directory
- Use Citrix ticketing system to document, prioritize, and maintain issues.
- Use SCCM to connect to user to resolve problems.
- Troubleshoot and resolve software and hardware issues

T

IT Support Specialist

The Falls Church Anglican

Oct 2015 - Jun 2016 (9 months)

At The Falls Church Anglican, I provided hands-on IT support to maintain stable, efficient
technology operations for staff and users. From hardware diagnostics to network
troubleshooting and system upgrades, I ensured continuous functionality and accessibility
across all endpoints. I was instrumental in supporting a wide range of software applications and
system tools, while improving infrastructure performance through timely upgrades and
deployments.

Key Highlights:
• Installed and configured new computer systems, ensuring seamless integration into existing
networks.
• Led a successful Windows 10 deployment across ~100 devices, significantly enhancing
performance and user productivity

Acting Genius Admin

Apple

Nov 2014 - May 2015 (7 months)

As Genius Admin, I prioritized repairs for the Genius and organized repairs that turn around time was met. I also dealt with customer services issues to repair the relationship and turn the detractor into a promoter. I also did cycle counts to verify inventory and stock levels and handle shipping and receiving of depot repairs.

Family Room Specialist (Apple Certified Mobile Technician)

Apple

Oct 2013 - Nov 2014 (1 year 2 months)

As Family Room Specialist at Apple Inc., I am able to support customers who have been not satisfied with their experiences with the Apple products. I am able to repair relationships that has been broken by using the customer service skills. This role also requires you to be able to multi-task as this role requires you to work with more than one person at a time meanwhile making sure that all your customers are being helped. This role also required me to understand the technical aspect of the iOS device's hardware and software as this role required correct diagnosis of the device malfunction and to offer solution for the customer as well as to repair devices when needed.

Specialist

Apple

Apr 2013 - Oct 2013 (7 months)

As a specialist at Apple Inc., I was able to connect with the customers to provide the right solution for the customers needs. I was able to provide great customer service to be able to understand the customers wants and needs. I was also able to provide support for customers that were not having the best experience to turn that experience into a great experience. While being specialist, I joined the visuals team which is part of making sure that the store is up to standard. I also installed window panels and new devices as there would be new device launch or window refreshes, as well as fix cabling that needed attention.

Back of House Specialist

Apple

Jun 2011 - Apr 2013 (1 year 11 months)

● Assist in POS transaction and fix mistakes in POS.
● Keep the stock level and order item that are low in stock.
● Process returns and follow process for items that are being requested back to the warehouse.
● Keep accurate inventory and prevent shrinkage.
● Perform at high standard of 99.91% accuracy.
● Attend to Customer Service issues and to help the customer leave the store satisfied
● Answer phone calls and assist over the phone support.

Campus Safety Advocate

Marymount University

Jan 2011 - Jan 2014 (3 years 1 month)

As a Campus Safety Advocate, I ran patrols, did lock up, escorted students, wrote parking violations, wrote incident reports, manned the dispatch desk, as well as any other necessary tasks to keep the students at Marymount University safe.

N

Manager

Number One Service

Sep 2009 - Aug 2012 (3 years)

● Receive phone calls and schedule appointments.
● Schedule service technicians to go out to worksite.
● Order parts that are needed for the service technician to fix the HVAC units.
● Deal with customer service issues and dissatisfied customers to help them be satisfied with the service.
● Inventory items in stock and replenish HVAC accessory parts.

About

Detail

Timeline

Résumé

Yong Kwon

About

Detail

Behavioral traits