In charge of project management

Lead AIX team to provide the AIX(Unix&Linux) system technical support to Japanese users via phone and email（Most of users are in Japanese,and some of the users are in English.） and do daily team management.Do team management as following:1.Do interview for new candidate，arrange working shift，and so on。2.Provide training for new members.3.Communicate with Japan site to discuss process and performance related things.4.Analyze weekly and monthly KPI data and discuss how to improve the team performance with Japan and global management team.5.Create process related material.Technical support detail:-Provide the technical support for AIX system.-Provide the technical support for the softwares,servers and database which are based on the AIX system.-collecting related log files and doing analysis,to find the root cause,and providing resolution to fix the issue.-Be familiar with PowerHA ( High Available Cluster Multiprocessing)environment.Providing technical support for the High Availability Cluster Multiprocessing environmeng。And analyze the related logs to determin problem。4,Be familiar with PowerVM (virtualization)environment. Providing technical support for the virtualization environment。And analyze the related logs to determin problem。

2013年1月~2014年6月Project：PearsonJob Title：Japanese Customer Support Team LeaderLead Japanese native speaker members to support the Japanese candidates who take IT&professional examination.via phone and email.1,As Team leader,do case monitoring,to make sure all of the supports are being proceeded without any problem.2,Do call monitoring session,to monitoring team members’ soft skill and process,and coach them to rise the service leavel.3,Help team member to investigate and answer the difficult questions which was asked from candidates.4,Deal with the complain,and submit investigate and improvement report to our client ,then do coaching session for members.5,Analyse KPI dates,and do investigation ,to make sure team performance can be improved to meet client’s requirements.6,Do daily team managing,such as: do interview for new candidate, arrange working shift,and so on.2011年10月~2012年11月Project：BMXJob Title:Japanese technical support & TLPerform the global first-line technical support to Biomerieux Japanese Users via phone. And work as a co-ordinator for Japanese user and English L2/L3 support.monitor tickets of all the 4 kinds of language(Chinese,Japanese,Korean,Cantonese) and help to coordinate with English L2/L3 support team;Deal with the complain from customer;do interview for candidates and so on. Support System such as: Windows Vista, Windows 7Software such as: Microsoft Office 2010, Outlook 2010,Cisco jabberNetwork related such as: IE8 and IE9 related troubleshooting; network issue troubleshooting, wireless and so on.Others: OS installation, Join domain, doing operation on AD server and Lutos Notes server,and so on2010年9月~2011年10月Project：EMCJob Title:Senior Japanese technical support agent1, Perform the global first-line telephone technical support to EMC Japanese Users via phone.2, Escalate complex problems to higher level of expertise within organization

Perform the global first-line technical support to UTC,Toshiba and CSCI Japanese users via phone and email.Hardware such as: Laptops, Desktops, PDA’s, and Printers; System such as: Windows XP, Windows 2000Software such as: Microsoft Office 2003, Microsoft Office 2007,Lotus Notes,AS400and other proprietary software.Network related such as: IE7 related troubleshooting.

Perform the global first-line technical support to Testco Japanese users via phone and email.Such as:PC overall,Outlook,and internet related issues.

Support general manager for his daily work.