Jingran (Will) Tian Email and Phone Number

• Manage Cloud Native Apps Support daily operations in China & India.• Manage customer expectations and drive fast issue resolution. • Strategic account de-escalation & leadership communication.

• Single Point of Contact (SPOC) on IT infrastructure for all business onboard, change implementation & transformation between Microsoft and Tek. • Client facing experience involving executive stakeholders, PMO & other key stakeholders.• Successfully onboarded 9 projects across Nigeria, Bulgaria, US, China, and Vietnam.• Manage 50+ technical support agents globally.• Drive compliance & audit on business process adherence, infrastructure & technology.

• Manage 20+ Critical Situation Management agent in China. • Promote employee satisfaction, develop employee professional and technical readiness. • Drive delivery excellence, ensure CSAT, initial response & triage meet target KPI.• Review processes and workflows to improve operation efficiency and quality.• Coach and develop team members and provide career path guidance.• Participate & present in weekly, monthly business reviews.

• Responsible for global and local training material preparation, standardization, and delivery.• Provide data analysis, coaching over customer delivery quality.• Act as business subject matter expert and help de-escalate critical situations.

• Lead and monitor day-to-day customer support activities and service quality, provide directions to resolve issues.• Monitor and evaluate technicians’ calls, case handling method and documentation quality.• Analyze issue type and case volume, generate and delivery weekly and monthly analysis report.• Handle customer complaints and escalations.

• Website Design using HTML, CSS, JQuery, Javascript

• Provide first level contact and convey resolutions to customer issues• Properly escalate unresolved queries to the next level of support• Track, route and redirect problems to correct resources• Update customer data and produce activity reports• Walk customers through problem solving process• Follow up with customers, provide feedback and see problems through to resolution• Utilise excellent customer service skills and exceed customers’ expectations• Ensure proper recording, documentation and closure• Recommended procedure modifications or improvements• Preserve and grow knowledge of help desk procedures, products and services

• Write clear and complete test procedures (from project plan) and test reports in accordance with specification requirements.• Design new test fixtures and/or modify existing fixtures for testing of new of modified products.• Review and interpret customer and /or military specifications in support of proposal efforts.

• Maintained the company’s webpage using HTML and CSS• Acted as a key company coordinator and attended vital trade shows and commercial meetings• Built and created customized database for the company’s private information• Effectively used Adobe Photoshop to create original visual displays for sales and information• Customized and translated company’s management portal• Assisted the company to complete the registration process to become a privatized company in Shanghai