Eric Zhang Email & Phone Number

中国 上海市

中国 上海

Managing the Knowledge Management team, responsible for building up an enterprise-level Knowledge Base system that helps internal users create, manage, use, and share content efficiently. Since 2018, we onboard the OneKB platform and set up publishing standard, process for the Alibaba Cloud support team to improve the support ticket processing efficiency, and reduce support cost. We also focus on AI, knowledge graph, SEO, NLP, and Integration scenarios to maximize the content value. The knowledge system has been deeply integrated into the various business scenarios and serve 100% after-sales users in Alibaba Cloud.

Shanghai

During 2005- 2010, I focused on content project manage and technical writing for Microsoft dev products, i.e. SQL Server, SharePoint, TFS, Visual Studio. I defined the "Cumulative Update (CU) and Hotfix" content publishing process by coordinating with the support team and product team, formalized hotfix & CU release and content publish process, which is still being adopted by MS update release. I also collaborated with the support team and engineering team to build the Microsoft Knowledge Base System. During 2010 ~ 2015, I focused on Microsoft automated solutions including:1) Microsoft Fix it (aka. Easy fix): The Fix it solutions can automatically diagnose and fix many issues for Microsoft operating systems and software. The Fix it framework is built up on Windows troubleshooting platform, and leveraging TFS, SharePoint as an all-in-one project management system. Solved over a million user problems.2) Azure diagnostic rules: In the years of embracing cloud, we collaborated with the System Center team to migrate the System Center Operation Manager to cloud as a new product named System Center Advisor, aka Microsoft Operations Management Suite (OMS) since 2014. The team mainly focused on the rule development for many enterprise products in the product, such as SQL Server, SharePoint, Exchange, etc.3) Office 365 Best Practices Analyzer： The team helped the Office 365 team to create BPA rules (SharePoint, Lync, etc.) BPA is a set of diagnostic tools hosted on the O365 administration page for proactive problem detecting and solving.4) OneCode and OneScript: .NET and PowerShell code samples in the Microsoft code gallery. (http://1code.codeplex.com , archived since 2017)During 2015 ~ 2017, I was focused on the diagnostic solutions embedded in Windows 10 （ Troubleshooter in Control Panel）, I was responsible for building a new diagnostic framework and deliver self-help solutions for Win 10, and identifying hot issues for Windows Update and Printer in Win10.

Shanghai, China

HDT was an IT company that focuses on online-advertisement. The ICast and TaiJi AD platform was broadly used by Sina and other hot websites. I was leading a small team with 3 SDEs as a program manager, I was also acting as developer, tester, and DBA in the team. The team developed the company portal (http://www.textclick.com/) and the TaiJi AD platform (http://www.t2click.com/) using ASP.NET and SQL Server etc.

Bachelor, Bioscience

Master Of Software Engineering, Computer Software Engineering