Chen Jiang Email & Phone Number

Greater New York City Area

Delivers in-person and remote support with outstanding customer service, satisfaction and timeliness.macOS platform support lead responsible for escalations, high priority projects and standardizing operation procedures.o Implements remote client provisioning process. Enables secure and convenient client deployment worldwide. Reduce deployment time by 50%, while recovering 400 hours monthly productivity time for end users.o Received “Redefine Expectations” performance rating (top 5%) for outsized project impact/contributions. o Leverages SQL and internal tools to aggregate data from various sources to create dashboards that monitor service health for various projects. Unlock critical business insights that aids project progressions.o Mentors junior teammates with career opportunities. Creates training modules to uplevel peers.o Collaborated with cross-functional teams to identify and implements process improvement opportunities and address potential issues proactively.

Greater New York City Area

Facilitate Googler productivity through in-person & remote support and root cause diagnostics.Engage with partner teams in NYC to develop solutions to meet teams’ needs while being compliant with Google policies and procedures. Provide solo remote coverages for international offices of 500+Projects:Google Code Jam 2016: Team lead for event technical lead. Provided solutions for every technology needs, ranging from providing custom computer hardwares/images to custom networks build out. Revamp TVC onboarding: Worked with partner team to revamp existing individual based onboarding process. Drastically lowered support hours required, and received 90% positive feedbacks.Google Developer Day 2016 (Beijing & Shanghai): Worked with local vendors to provide network need for the premiere developer conference. Event was attended by over 3,300 attendees, viewed by over 3.5 million viewers.Talks@Google: Worked with the Talks@Google team to photograph high profile events. Provided photos for major Google social network account. (instagram & twitter)

300 Turner Street Suite 2300. Blacksburg, Va 24061

Maintain over 120 office computers for Virginia Tech Human Resources department and assist them with any computerhardware and software related difficulties

Photographer for Virginia Tech student newspaper, The Collegiate TimesComplete 2 – 5 photo assignments per week within strict timeframes and coordinate with different writersPortfolio:http://photos.jchenabc.com/Portfolio/

Greater New York City Area

Support and scale Google’s internal technology from infrastructure to the end user. Trained to become the go-to person for Googlers' computer hardware and software needs, providing front line user support for all of Google's internal tools and technologies. Beyond the day-to-day, also work on improve the Googler user experience by contributing to longer term projects and documentation efforts.