Aaron Kwong

Experience

• 

  NVIDIA

  Sept 2005 - May 2014

  Directed a team of 15 desktop support technicians, enhancing operations through strategic process improvements.• Implemented metrics systems to track performance trends, enabling data-driven decisions that improved service outcomes by 20% and reduced recurring issues.• Led key projects to enhance end-user support, streamlining processes and increasing operational efficiency by 25% across global teams. Managed a team of five helpdesk technicians, expanding support operations and training new employees in India.• Streamlined IT asset control and migrated the knowledge base, improving access speed by 30% and reducing asset mismanagement incidents.• Achieved industry-standard support metrics by fostering collaborative team leadership, increasing SLA compliance to 98% and CSAT scores by 15%. Delivering efficient IT solutions and system support to optimize organizational operations.Streamlined help request responses within a 4-hour SLA, mentored Jr. IT staff, and managed hardware/software escalations and upgrades.Oversaw account provisioning, mobile device management, departmental moves, and enhanced deployment/termination processes.

  • IT Manager

    Oct 2011 - May 2014

  • IT Service Desk Manager

    Feb 2008 - Sept 2011

  • IT Engineer III

    Sept 2005 - Jan 2008
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  Informatica

  May 2014 - Nov 2016

  Built and led a high-performing desktop support team, consistently exceeding customer expectations.• Aligned new technology with business needs by refining processes to ensure timely support, reducing ticket resolution time by 20% and improving operational efficiency across teams.• Managed enterprise resources, standardizing equipment configurations, enhancing technical documentation, and launching training initiatives that improved team productivity by 25% and reduced onboarding time for new hires by 30% Show less

  • IT Engineering Manager

    Jan 2015 - Nov 2016

  • IT Desktop Manager

    May 2014 - Jan 2015
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  SEPHORA

  Nov 2016 - Mar 2017

  Sr. Manager, Desktop & Executive Support

  Directed desktop and executive support teams across North America, including offices in San Francisco, New York, Toronto, and Montreal.• Enhanced support processes, achieving a 30% improvement in end-user satisfaction and streamlining operations.• Revamped new hire onboarding by partnering with the People Team to implement flexible distribution options for remote and onsite employees, reducing onboarding time by 30% and increasing new hire satisfaction scores by 25%

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  Visa

  Mar 2017 - Dec 2024

  Director of Information Technology

  Directed daily operations of workstation support for PC, Mac, and mobile platforms, managing a global team of 20 professionals and 2 managers.• Contributed to company direction and strategy by collaborating with leadership to align IT initiatives with organizational goals, driving a 15% increase in operational efficiency and ensuring alignment with the company’s IT vision.• Managed vendor relationships and negotiated 20% cost reductions in hardware, software, and service contracts, and established service level agreements (SLAs) that improved vendor performance metrics by 30%.• Streamlined IT operations by implementing an internal training team and leveraging NexThink to automate support activities, reducing ticket resolution time by 20% and reducing service delivery costs by 15%.• Spearheaded the technology launch at Mission Rock Campus, supporting 800+ users with seamless rollouts of AV systems, networking infrastructure, and standardized desk setups.• Defined and managed technology project plans that achieved 100% on-time delivery for key initiatives, reduced project costs by 10%, and provided executive stakeholders with detailed updates on progress, risks, and financial performance. Show less