sundah wong

* Train and monitor newly hired technicians, supervise the customer service and technical support department * Provide expert technical support to customers, monitor technical support email, queue (call center), and cases * In charge of troubleshooting and mass updating firmware of the tablet and issuing RMAs to customers with defective or malfunctioning units * Manage the CRM system as well as gather and report support metrics * Act as a liaison between technical support and development reporting high priority and critical bugs/issues, assist in deployment of new software releases to customer base

* Designed, developed, and implemented weekly lesson plans to meet academic, intellectual, and social needs of students * Fostered a classroom environment conducive to learning and promote excellent student/teacher interaction

* Managed hardware product life cycles (document cameras & charging carts); created and presented MRD/PRD * Provided product training, support, and troubleshooting to outside sales, account managers, education development execs, product trainers, tech support team, and potential customers * Collected customer insights from customer support, onsite visits, and produced analytics to initiate development of new products * Worked with engineering to design prototypes for testing * Conducted market research and competitive analysis * Defined, developed, and lead execution of launch plans * Assisted product management and product marketing with new sales and marketing tools * Produced web content and other customer and channel communications

* Created a support server for Irvington High School staff to report * need for computer repair and assistance. * Led and trained a team of computer technicians to repair and * troubleshoot computers.

* Plan, develop, and execute tradeshow strategy and manage logistics to increase tradeshow ROI while decreasing cost from prior years * Create and conduct monthly product training webinars for new and existing product lines * Present tradeshow keynotes and company/product information to attendees and potential leads * Grew overall social media by 255% from 2015 to 2016 * Increased Aver Tradeshow leads from 2,472 in 2015 to 4,720 in 2016 * Increased AVer SEO placement to first 3 results on Google’s search engine * Achieved steady website visitor growth by maintaining all web content and e-content with appropriate messaging and consistent materials with overall strategy * Supported regional sales managers with up to date competitive information and competitive product matrix landscapes assisting winning of bids * Created and directed product promotional and training videos for reseller and end user distribution

Activities and Societies: Locomotion Longboarding Club