- Digital China is a leading enterprise IT/DX support company in China, ranked 123th in “Fortune China Listed Companies 2023”- As the Senior Technical Support Manager, I lead a team of 9 customer support engineers to provide 24*7*365 technical support services for Snowflake products, to 10+ enterprise customers in China (including Siemens, Roche, and Toyota)- Key responsibilities include:• Launching/building of the team (Snowflake Chinese Operation Partner Support Team), including: recruiting, onboarding, training, developing, and managing the performance of team members• Collaborating with Atlassian - to deploy, configure, and test Jira Service Management for ticketing system and data report, as well as configuration and enablement of Pagerduty for major incident (or Severity 1 issue) alert• Managing the team to achieve key customer indicators - SLA/SLO/CSAT/Knowledge Base Documentation, etc.• Making data-driven decisions to optimize workflow and improve entire operational quality and efficiency• Conducting case quality review and guide team members to enhance customer experience• Acting as an Escalation Manager to promptly allocate resource, communicate with customers to respond their requests and provide solution to maintain solid customer relationships• Supporting the development of Snowflake China infrastructure through knowledge base construction, incident management, new features evaluation, and product feedback• Monitoring and evaluating processes, technologies, and team capabilities to identify gaps and collaborate with Snowflake global teams to pursue business development opportunities in the Chinese market

- Wicresoft is a global leading enterprise IT/DX support company, founded as a Microsoft JV andheadquartered in Shanghai- As the Operations Manager, I managed supplier team at the company’s Microsoft Azure Customer Serviceand Support Department, my key responsibility included:• Managing 12 product teams (~150 engineers). The products include: Azure Security, Identity and Management; and Modern Workplace pods• Executing cost reduction projects as a part of Microsoft’s global strategy, including labor cost reduction and delivery efficiency improvement projects• Launching Vietnam operations (see project example below)• Reporting and presentations to Microsoft’s leadership team, monthly and annually- Project Example – Vietnam Operations Launch• In early 2023, Wicresoft planned to move part of its customer service operations to Vietnam as a part of Microsoft’s global cost reduction strategy. Three teams under my management - AzureAuthentication, Azure Account Management, and Azure Security - were pilots for the launch in HoChi Minh City, Vietnam.• I was responsible for the entire process of setting up of the Vietnam operations, through followingactivities: * Preparing and proposing the business plan to Microsoft – regarding the office location, the number of engineers, salary package, team structure, shift arrangements, etc. * Facility setting up * Hiring and training – I have hired trained 4 managers and ~80 engineers within 4 months for the Ho Chi Minh site, and arranged on-site job rotation for Shanghai team leaders and mentors traveling to the Ho Chi Minh office to train Vietnamese staff. * Weekly progress reports to Microsoft global leadership (facilities, hiring, training timeline, etc.)

- Asset Pro is a Chinese start-up wealth management consulting company, later nominated by China Bridge as one of the "2020/2021 Top-10 Corporate Service Unicorns in China"- Worked with the Director of Business Development to expand new sales channels, develop new clients,establish long term business relationships with investors, and design portfolio/asset allocation plans

- Hella is a German industrial manufacturing company, and one of the world’s top 50 automotive suppliers.Hella Corporate Center China is Hella’s headquarters in Asia and provides corporate services to all Hellacompanies in China- Worked as an intern in the Hurman Resource Department, assisting with recruiting, onboarding, trainingprograms, as well as various HR administration tasks