Joyce Leung Email & Phone Number

Sunnyvale, California, Us

Sunnyvale, California, Us

Sunnyvale, California, Us

Sunnyvale, California, Us

San Francisco, California, Us

- Operationally responsible for the systems and technologies used by the Riverbed Global Support organization to provide world-class 24/7 support to the Riverbed community.- Work with Support Management, Product Management, IT, and other cross-functional teams to align support processes and systems for all new product introductions, M/A's, and organizational changes.- Manage the support tools and services development team to improve employee productivity and provide proactive customer support.- Responsible for the user experience with internal Support systems and technologies, as well as the customer-facing Riverbed Support web site.- Gather and prioritize requirements for the improvement of Support systems and technologies, while incorporating industry best practices.- Analyze new technologies to determine proper fit within the Riverbed infrastructure.- Work with the TAC Management team to ensure proper case/call flow through systems with support entitlement.- Responsible for validating and testing all systems enhancements.- Work with IT for all major outages and maintenance while giving Tech Support timely and accurate communication.

San Francisco, California, Us

- Played a key role to the success of a number M/A systems integration and successfully managed the transition of large amounts of data with minimal issues.- Managed and completed over 150 enhancements to improve productivity. Highlights include web-based wallboard displaying real time call data, SFDC case comment enhancements, many new workflows, email notifications, auto field updates, and email processing improvements.- Managed and trained the team that handled administrative case work and was able to offload admin cases from TAC. - Proactively reviewed admin cases and worked with IT to implement fixes and enhancements to decrease the initiation of admin cases.- Assisted TAC engineers with system-related issues, resolved user problems and documented enhancement requests and bugs.- Successfully completed the project of migrating the organization to a new remote support platform.

- Delivered numerous projects in the Technical Support area, highlights: - “Search Before Submit” – resulted in 25% deflection rate of cases being submitted - “Technical Updates” – increased email subscribership by 200% - Implemented the “myAltera” portal unifying customer experience- Manage the application development lifecycle for both internal and customer facing applications, including project management, requirements definition, functional design, system testing, user training, documentation and cross-functional team management.- The primary intermediary between business users and IT for application development and management.

- Defined and managed the planning and delivery of various on-line technical support programs in the Customer Applications Engineering Department.- Programs included: on-line support collateral, troubleshooters, search engines, and internal business processes. - Created internet support strategies by representing customer needs from surveys, profiling, and interviews.

- Provided worldwide technical support, digital design guidelines, and training materials for Altera Programmable Logic Devices and Computer Aided Engineering Software for digital logic design to customers and field personnel.