Alex Chau Email & Phone Number

• Analyze new features and releases of Liferay products (and their respective support tools and technologies) to develop recommendations that drive scalable low-effort experiences for customers• Collaborate with global leadership and Operations team to build effective enablement activities, issue-handling guides, and best practices to drive global support standards across teams

• Led cross-functional team strategies to effectively manage high priority situations and customer escalations• Implemented procedures that led to mitigation of risks for upcoming cloud software platform and product releases• Created key documentation to aid Enterprise Clients to learn and adopt various products and digital solutions• Reduced critical incident platform downtimes for customers by leading cross-departmental communications and strategies with urgency and efficiency• Identified, implemented, and managed key training for engagement with upcoming SaaS/PaaS Cloud Product Releases • Integrated third-party technologies ranging from various database vendors, application servers, and web server technologies• Reduced incident escalations by developing standardized operating procedures to improve troubleshooting consistency

Diamond Bar, Ca

• Designed case studies to discover areas of improvement for the Support Team• Communicated upcoming product expectations for Sales, Support, and Product Teams by syncing with Liferay Core Engineers• Developed and managed new hire training and material to transform Support Engineer onboarding• Reduced amount of client-created tickets by 30% via writing and improving client-facing knowledge base articles

Greater Los Angeles Area

•Communicated effective product resolutions for 100’s of enterprise clients (Fortune 500, government agencies, and non-profit organizations) comprised of designers, developers, project managers, and business units• Resolve escalated issues from Jr. Support Engineers that require additional in-depth technical knowledge and troubleshooting of the Liferay Portal Platform•Led six-person team comprised of Jr. & Mid-Level Support Engineers resolving over 70 issues each month•Oversaw daily team meetings in order to strengthen troubleshooting processes for client issues• Responsible for training more than 10 hires within Subscription Services• Create and review customer-facing knowledge base articles for frequently asked questions bydevelopers, project managers, and enterprises• Develop standardized operating procedures to improve consistency and performance• Connect with Liferay Core Engineers to stay updated on future developments andfeatures allowing proper support forecasting for the Sales, Documentation, Support, andProduct Teams• Create virtualized environments using VMware and Parallels to simulate different systemenvironments and Web Services: Apache Server, LDAP (Active Directory, Open LDAP)• Verify and reproduce product issues within various environments (Windows, OSX, Linux), application servers (Tomcat, JBoss, Weblogic, WebSphere), and databases (MySQL, SQLServer, Oracle, PostgreSQL)

• Provide product resolutions for enterprise clients in North America• Sync with Liferay Core Engineers for future developments and features• Create virtualized environments using VMware and Parallels to simulate different systemenvironments and Web Services: Apache Server, LDAP (Active Directory, Open LDAP)• Verify and reproduce product issues within various environments (Windows, OSX, Linux), application servers (Tomcat, JBoss, Weblogic, WebSphere), and databases (MySQL, SQLServer, Oracle, PostgreSQL)

B.S. General Biology, Biology, General

Education record