• IM team - helping downstream on technical integration with API. With inspection API requests before go-live and monitoring API errors after go-live. Providing product technical consulting to business team.• CS Team Lead - Supervisor of first-line technical customer support team, with 10+ team members supporting over 40 Asia-Pacific operators with 24/7 services. Including products• Trainer - Trained over 20 first-line technical customer support agents. Training material prepared and quarterly /annually reviews.• Skill - Experienced in API integration, DB schema, network packet analysis tools (CACTI, MRTG), TCP/IP routing, MS/SQL script, Graylog and issue tracking system.• Great customer relationship management and excellent business impact incident controlling ability.

• Troubleshooting system and network problems and diagnosing and solving hardware/ software issues.

• Weekly events operation result analysis.• Monthly patch updated with new sales events and in-game activities. Talesrunner, a jogging racing game, generated revenues of NT$100,000 within a single week.• Quarterly financial forecast and review.

Apr/ 2011 － Aug/2012 Game Test and Evaluation• Testing over 100 different unpublished on-line gaming within a year and detailed report in all aspect (e.g. Interface Performance Evaluation, Key System Evaluation).Jul/ 2010 － Apr/2011 Quality Assurance• Conduct comprehensive testing on gaming platform software of Japanese arcade games including pachinko, pachislot, poker, mahjong, and other slot games (Grand Pirate, a pachislot game, generated revenues of NT$200,000 within a single week)• Validate and improve existing administrator tools, multi-layered back-end member management systems, web-based user account management systems.• Identify system bugs and any loopholes or design flaws within the process flow, reproduce triggering event, and coordinate with programmers to resolve issues and verify bugs.Aug/ 2007 － Jun/2010 Technical Support Representative• Provide 24-hour on-call service support involving log-in failures, gaming logic errors, and monitor/maintain server status.• Identify source of system failure, i.e. design/program conflicts, database exceptions, or network issues.• Perform trouble-shooting procedures and feedback to clients in a timely and efficient manner and address issues.• Fine-tune monitoring systems and develop preventive measures for further stability.