Wong Vang
@wongvang
I resolve high-volume technical support cases and lead teams through operational improvement.
United StatesWhat I'm looking for
At HHAeXchange, I manage 30–50 technical support cases daily through Jira and Salesforce, supporting HHAeXchange, Cashe, and Pavillio software. I handle user and portal management, troubleshooting, escalations, customer guidance, and clear case documentation.
Previously, I supported high-volume help desk operations at DRC and led teams of 8–15 employees at Trafera LLC. I've coached performance, conducted quality reviews, coordinated projects and customer engagements, and improved service through workload prioritization and team collaboration.
Experience
Work history, roles, and key accomplishments
Technical Customer Care Representative
HHAeXchange
Jan 2025 - Present (1 year 7 months)
Manages 30-50 technical support cases daily using Jira and Salesforce, supporting HHAeXchange, Cashe, and Pavillio software. Handles escalations, coordinates follow-up, and assists team members.
Help Desk Analyst
DRC
Jan 2024 - Jan 2025 (1 year)
Provided technical support and troubleshooting, managing 20-30 tickets and calls daily. Used Jira for documentation and escalation, and supported team performance through collaboration and knowledge sharing.
Supervisor
Trafera LLC
Jan 2020 - Jan 2024 (4 years)
Led a team of 8-15 employees, conducting performance reviews, coaching, and leading team meetings. Monitored workload, performed quality assurance, and managed projects and customer engagements.
Education
Degrees, certifications, and relevant coursework
Hennepin Technical Community College
Associate of Applied Science, Cyber Security
Pursued an Associate of Applied Science degree in Cyber Security.
St. Cloud State University
Certification, Project Management
Completed a certification in Project Management Applied in Business.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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