Fan Li Email and Phone Number

• Provided technical and clinical support for proprietary software, troubleshooting X-ray systems and medical device compatibility.• Resolved database challenges (MS SQL) and Windows system issues; coordinated efforts with internal teams and vendors.• Conducted product demonstrations and end-user training, supporting the sales team.Key Projects and Additional Responsibilities:• Spearheaded implementation of a new ticketing tool (Salesforce), improving operational efficiency.• Created a knowledge base for internal and external use, streamlining support processes and reducing issue resolution times.• Oversaw logistics for medical calibration devices, ensuring compliance with quality standards and timely delivery.• Developed and executed action plan for product recall, tailored to specific regulatory requirements across regions.• Participated executing software testing protocols.• Conducted testing protocols for medical devices in hospital settings, collaborating with X-ray technicians and engineers.• Enhanced workplace culture by organizing team-building events and fostering collaboration.

• Delivered comprehensive IT support across Level 1, 2, and 3, resolving issues with desktop applications, professional software, and network infrastructure.• Administered servers (Active Directory, DHCP, Exchange, VMs) and managed network configurations, including firewalls, switches, and routing.• Installed, configured, and troubleshot equipment on-site for clients in various professional fields.• Managed IT services for a high school, maintaining workstations, VMs, thin clients, and educational software tools.• Maintained inventory and supplies, ensuring timely availability of hardware and software resources.

• Provided technical support for AirFrance users, addressing software, hardware, and OS issues globally.• Diagnosed hardware problems, managed data recovery, and resolved complex user profile errors.• Coordinated technical escalations and acted as the main liaison with stakeholders.Key Projects and Additional Responsibilities:• Supported and guided Level 2 agents, assigning tasks and serving as the main point of contact for technical escalations.• Liaised with AirFrance officers to discuss new features, tools, and enhancements for the assistance contract.• Conducted training sessions for Level 1 and Level 2 agents, improving team knowledge and efficiency.• Recovered critical service desk data following a major loss incident, ensuring business continuity.• Assisted in relocating helpdesk operations during network maintenance, ensuring seamless transition and minimal downtime.• Thorough investigation, validation, and resolution of user complaints to ensure SLA adherence and streamline user-agent communication.

• Maintained and repaired telecommunication systems (telephony, GSM-R networks, sound systems).• Ensured uninterrupted communication and information systems for railway operations.