May L. Email and Phone Number

- Delivered technical support for premier and Global 500 customers, specializing in Outlook, Copilot in Outlook, Exchange Online, Exchange Server and Security and Compliance, contributing to customer success and trust.- Conducted thorough reviews of complex issues and engaged directly with customers to grasp their challenges. Ensured stakeholders remained updated on the status and solutions of their issues. Utilized advanced troubleshooting tools and log trace analysis to eliminate technical blockers, enabling customers to seamlessly complete deployment and daily operations.- Fostered cross-team and cross-product collaboration for complex issues, acting as the primary coordinator between customers, product teams, and stakeholders to orchestrate solutions through teamwork. Earned customers' trust with 5-star reviews during critical issue cases by providing expert solutions and maintaining clear communication.- Conducted Exchange Hybrid product training for 20+ members, enhancing technical skills, reducing handoffs, and accelerating resolution times.- Mentored members, sharing expertise to diminish case backlog and improve resolution efficiency.- Authored a Traditional Chinese Exchange Forum article, garnering over 300 views and empowering customers with knowledge.

- Implement systems for NFV telemetry and MANO data collection, responsible for sketched wireframes, prototyped concepts, delivered UI designs, and front-end development.- Collaborate with partners to contribute to the Open Source project. (Open Network Automation Platform- DataLake).- Create product presentations, and trade show materials. Demonstrated in MWC Shanghai 2019, Open Networking Summit Belgium 2019, Computex 2019, and Intel Executive Event.- Maintain active conversation with the project manager and back-end engineer to ensure the system meets the project requirements.- Work within the Agile (Scrum) environment. Workflow tools included: HTML, CSS, Angular 8, Grafana, Adobe XD, Gerrit, and Git.

- Installed, maintained, and provided support for 200+ global end-users (included China, EMEA, US, Japan, etc.).- Responsible for Microsoft Office 365 (SharePoint, Teams, Outlook, Security, and compliance), Active Directory, Azure, CRM, HR, and online training system administrator.- Developed technical guides for printing, Microsoft office 365 application installation, OA system introduction, and VPN configuration.- Created training manuals repository and conducted training sessions to instruct new hires.- Created Powershell scripts to help with day to day management of Active Directory and MySQL synchronization job.- Created MySQL query reports according to the managers' requirements.- Designed, implemented, tested, and maintained stable systems that meet end-user needs. Each system is hosted on different environments, such as Azure and on-premises, and uses Microsoft Office 365 or Active Directory for single sign-on authentication.

- Supported professors resolved students’ problems, created and arranged lesson plans. Subject: Business Data Communications, Operating Systems, Management, Statistics, E-enterprise, etc.- Lectured a statistics class of 72 students. Encouraged and assisted students to achieve their goals.