Michael Zhao Email and Phone Number

Job Responsibility: Be accountable for China infrastructure operation in Cooper project, manage and coordinate new projects in China1. Desk side support management: Manage team that provide incident management, service request to our client, make sure the service quality & SLA. Team management includes work assignment, performance review, and people development; Monitor incidents and Service requests status, make sure all IT processes are followed, make sure the service quality.2. Work with offshore support teams, such as Wintel team, network team, AD & messaging team, security team, SCCM team, handle critical incidents, all kinds of changes in China. 3. Analyze the requests from client’s application team or other business department, discuss the requests with offshore team, achieve their goal via change process or project procedure. 4. Manage or coordinate new projects in China, such as AP replacement, switch replacement, new office network infrastructure, adding hardware servers or storage in DC, windows client upgrade. Make project plan, break down project goal to small task, estimate workload and resource needed, coordinate the resource and try to lower the risk. 5. Have regular meetings with client and offshore team, follow up the project status; review infra operation report with client every month

Job Responsibility: Be responsible for EUC job in VOLVO project1. Handle incidents and requests escalated form 1st level support, especially related to software deployment, patch installation and OS deployment; Troubleshoot issues2. Cooperate with global EUC team, take part in the changes about software upgrade, patch installation and OS deployment3. Assist in managing and maintaining, server and virtualization platform, handling related problem(1 year)

Job Responsibility: Be responsible for Lync&Exchange operation in BMW-BRILLIANCE operation project1. Follow the ITIL process strictly, monitor and analyze Exchange and Lync system related event, alert; handle the incident which are triggered from system or escalated from 2nd line support; create problem and look for the root cause, contact vendor in case of emergency; compose change doc, submit change and implement change. 2. Be responsible for OS-level server maintenance, manage 22 windows servers, handle the related incidents and problem.3. According customer's requirement, plan and implement a project, it includes risk evaluation, test and make a plan, complete the operation guide, perform the project at last. 4. Make Exchange server disaster recovery plan, participate in Datacenter DR rehearsal(twice per year); Provide monthly operation report to customer

Job Responsibility: Provide online support to Microsoft global partner1. Deal with the problem encountered by Microsoft Partner, it includes Exchange system, Lync system, Outlook and Lync client, Forefront for Exchange system2. Deal with the problem encountered by Partner, it includes DAG, database backup/restore, mailbox management, email follow, anti-spam, Outlook Anywhere, OWA access, certificate problem, Autodiscover, OAB download, calendar, OOF and Free/busy information access problem3. Provide suggestion, and help partner to achieve high availability of the whole e-mail system from client access to database utilization, via CAS Array, NLB and CCR/DAG technology; to achieve high security plan by FPE or other mail gateway;4. Deal with problem about Lync server and Lync client5. Work as mentor of new hire, provide training to other team member