Jen Chieh Chen Email & Phone Number

Taiwan

• Recruiting, Training, and Managing missionaries and volunteers in Asia• Organized a team with 20 missionaries and volunteers to support our customer • Provided technical support for 14 countries and 82 family history centers in Asia• Resolved the customer case in 48 hours• Submitted the FamilySearch bug, issue, and problem to the engineering department• Transferred new technology to front-line customer support• Established a team support model to increase customer… Show more • Recruiting, Training, and Managing missionaries and volunteers in Asia• Organized a team with 20 missionaries and volunteers to support our customer • Provided technical support for 14 countries and 82 family history centers in Asia• Resolved the customer case in 48 hours• Submitted the FamilySearch bug, issue, and problem to the engineering department• Transferred new technology to front-line customer support• Established a team support model to increase customer satisfaction by 99% Show less

Taiwan

• Provided technical and software support to 800+ Tier II support agents, 4+ million users, and 4500 family history centers worldwide• Created concise knowledge entries for 800+ agents throughout the organization to aid them with accurate case resolution• Direct support of software feedback to recommend improvements and remove defects across 45 software products

• Created and executed test cases including functionality tests, boundary tests, force error tests, volume tests, stress tests, and performance tests.• Performed all types of test cases to cover 95% of the code.• Setup and maintained Red Hat and SuSE Linux for the testing environment• Setup and maintained Microsoft Exchange system environment (2000 and 2003) for testing environment• Setup and maintained Microsoft Live Communication Server (2003 and 2005) for testing… Show more • Created and executed test cases including functionality tests, boundary tests, force error tests, volume tests, stress tests, and performance tests.• Performed all types of test cases to cover 95% of the code.• Setup and maintained Red Hat and SuSE Linux for the testing environment• Setup and maintained Microsoft Exchange system environment (2000 and 2003) for testing environment• Setup and maintained Microsoft Live Communication Server (2003 and 2005) for testing environment.• Setup and maintained Microsoft Operation System 2005 for testing environment.• Setup and maintained Windows AD, Sun Directory, and Open LDAP environment for testing environment.• Technical sharing with team members for Microsoft Exchange cluster and Operation Manager.• Succeed to launch 4 products to enterprise customers. Show less

• Technical support for Chunghwa Telecom Media On Demand system• Technical support for Set Top Box Pace(http://www.pace.co.uk) IP420/DSL4000• Worked with Pace engineers to resolve Set Top Box issues in Chunghwa Telecom(fixed and deployed new IP420 firmware to 300 thousand of online users many times) • Maintained and troubleshooter the set-top box servers(Solaris 8) • Helped to win the bid Set Top Box for the Chunghwa Telecom Media On Demand system(NT$ 200 Million)• Trained… Show more • Technical support for Chunghwa Telecom Media On Demand system• Technical support for Set Top Box Pace(http://www.pace.co.uk) IP420/DSL4000• Worked with Pace engineers to resolve Set Top Box issues in Chunghwa Telecom(fixed and deployed new IP420 firmware to 300 thousand of online users many times) • Maintained and troubleshooter the set-top box servers(Solaris 8) • Helped to win the bid Set Top Box for the Chunghwa Telecom Media On Demand system(NT$ 200 Million)• Trained Red Hat Linux course to over 50 Chunghwa Telecom employees • Build a Linux cluster with Veritas 4.0 for the Chunghwa Telecom network management project • Build Alcatel OVS 5.1 for the Chunghwa Telecom Media On Demand system Show less

• Early defect detection to find software problems before coding; • Created test cases to cover 95% of the code; • Acted as a real customer to improve the software quality; • Managed different real-world environments to test software; • Shared testing skills with team members.• Created multiple Exchange(5.5 and 2003) mail server environments for testing.• Succeed to launch 7 products to enterprise customers.

Education record

Electrical Engineering