Open to opportunities

Tiya User

@tiyauser

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IT support engineer specializing in VIP remote support, troubleshooting, and ServiceNow operations.

South Korea

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What I'm looking for

I seek a role providing hands-on IT support and ServiceNow operations in an international, collaborative environment where I can improve processes and elevate user experience.

I am an IT support professional with strong experience delivering high-level technical support to VIP clients and remote employees, focused on fast resolution and excellent customer service.

At Mercedes Benz Korea I provided desktop and remote support, managed tickets through ServiceNow, and maintained secure, well-configured devices using Active Directory and enterprise security tools.

Previously, I led an asset management integration at Green Climate Fund, created troubleshooting guidelines, and assisted onboarding/offboarding to improve operational efficiency.

I combine technical proficiency in Microsoft Office, ServiceNow, Windows, Active Directory, and Azure with multilingual communication skills in English, Amharic, and intermediate Korean to support international teams and users.

Experience

Work history, roles, and key accomplishments

IT Support Engineer

Mercedes Benz Korea

Oct 2021 - Aug 2025 (3 years 10 months)

Provided high-level IT support to VIP clients, resolving technical issues quickly and professionally while maintaining secure, enterprise-configured devices and improving support efficiency via a ServiceNow-driven knowledge base.

ServiceNow Windows 10 Active Directory Endpoint Security Ticketing

IT Operations Intern

Green Climate Fund

Dec 2020 - Sep 2021 (9 months)

Led an IT asset management project integrating assets with ServiceNow to streamline tracking and reporting, and improved onboarding/offboarding processes through troubleshooting guides and cross-functional collaboration.

ServiceNow Asset Management Onboarding Technical Documentation Troubleshooting Reporting Cross Functional Collaboration IT Operations

Research Assistant

SUNY Korea

Jun 2020 - Sep 2020 (3 months)

Conducted detailed research and data analysis on sustainable commodities, producing written reports and contributing insights to ongoing project development with a collaborative research team.

Data Analysis Research Technical Writing Research Collaboration Statistical Analysis Presentation

ICT Intern

Dal Group

Jul 2019 - Aug 2019 (1 month)

Supported IT operations by designing electronic forms with Microsoft InfoPath and contributing to a dimensional model for the company's reservation system, aiding daily IT workflows.

Forms IT Support IT Operations Documentation

Education

Degrees, certifications, and relevant coursework

SUNY Korea, Stony Brook University

Bachelor of Science, Technology Systems Management

2020 - 2020

Grade: Summa Cum Laude

Activities and societies: Specialization in ICT; minor in Engineering and Technological Entrepreneurship; Shared Prosperity Scholarship recipient

Bachelor of Science in Technology Systems Management with specialization in Information Communications Technology and a minor in Engineering and Technological Entrepreneurship; graduated Summa Cum Laude and recipient of the Shared Prosperity Scholarship.