Leo Chen Email & Phone Number

Sh City

Project Experience:1. Project Introduction:Responsible for Microsoft Office 365 Cloud Product Global technical support project, the support products including Exchange Online, SharePoint Online, Microsoft Teams, Microsoft Azure AD, Office Online and so on. The technical Support Scope: Involved in incident management and problem management, identify and resolve customers, IT service problems in accordance with defined service level (2rd-Level-Support , Link to 3rd-Level-Support ), When these customers facing the product settings and using issues, I will according to Microsoft Support Policy to fix these issues for customers ASAP, most of these customers come from international companies (APAC), they have different cultural backgrounds, time zone and work habits. 2. Project Management:According to Microsoft Office 365 Global Support team KPI and Customer Service Policy, manage and optimize technical costs and support process, and ensure adequate allocation of support resources, improve customer service experience and satisfaction survey. 3. Team Management: Responsible for new candidate interview, Assess and check candidate condition and technical background. Guide and training new hires product technical knowledge, KPI performance and customer service policy. Hold Check Point meeting to check and confirm new hires study ability, communication skill, service sense and so on. Sharing project experience and technical knowledge to new team members, hold team building. 4. Responsible for the data analysis and summary of the team's weekly work meetings, provide suggestion and solution to improve daily work plan, and ensure execution, provide technical guidance for the emergencies encountered in the project.

Sh City, China

I Did the Global IT Helpdesk for Albatross Global Solutions during 2013 Feb to now.Job Responsibility：1. Responsible for the daily IT Management and Maintenance of company system(Domain, Email, Backup, Network, APP, etc), check the important project data backup, the system upgrade.2. Responsible for branch in 21 countries around the world, according to employee feedback daily IT problem, the implementation of rapid analysis and judgement and solved, and make IT department monthly work summary, analysis the problem’s range and categories and harvesting. Reduce issue results, whether can relativity training and optimization.3. Responsible for the company in the IT field, according to new demand planning, analysis implementation of the project, mainly focused on the new ERP system about develop or purchase, and adjustment of network system and upgrade.4. Responsible for the IT equipment management and daily office assets maintenance and asset safety management.5. Responsible for the company's headquarters in daily IT supplies and equipment procurement, warehousing, outbound and use registration management.6. Responsible for global employee in each project system access management and the system fault repair.7. To assist the admin department, responsible for global employee entry and leaving about IT processes implementation and management.8. Responsible for the company's confidential project files security management and system against hackers and virus invasion.9. Responsible for new employee, the basic use of training about each project system, and the matters needing attention in system use.10. Responsible for the headquarters IT management system, make improve planning, cost budget and project execution and debug in the future.

Sh City, China

I Did the IT Helpdesk for ESUN Technology Co., Ltd., Shanghai during 2012 to 2013 Feb.Job Responsibility： 1. Responsible for the T-Systems (Deutsche Telekom) monitoring and management the communication technology business in China area. Repair the communication fault ASAP in daily. With the rapid analysis, the fault point judge accurately and solve immediately ability, and the customer good coordination and communication skills. The daily work communicate have been primarily in English. 2. Responsible for the T-Systems (Deutsche Telekom) execution in the preliminary planning for new projects in China area. Have the new project preliminary planning for the analysis and design of executive ability, the main use of CCNA and other related technologies, familiar with CISCO equipment requirements.3. Repair the fault responsible for network and related equipment, equipment maintenance, equipment upgrading and management for company. And have equipment repair, maintenance and basic IT technology training ability.