Supervise daily operation of content security center including:1. Ensure local outsourcing strategy comply with CRO 2. Design and manage local hiring, training, production and quality measurement3. Design and manage performance review of the whole center4. Manage a group of 200+ resources to deliver 7*24 service5. Establish and maintain daily operation process and management structure

Supervising the tech support center for Cisco Talos in APAC region and direct reporting to senior director in headquarter. The center is providing 24*7 tech support to customers including: presales and postsales support, channel support, security data analysis, threat data monitoring, virus outbreak and threat precaution and cloud hosting services. Main responsibilities:Recruitment, KPI review, cross team coordination, escalation management, channel support, RMA proceeding and customer relationship maintain etc.CSAT and SLA are the key indicators for the center in order to raise the overall customer satisfaction rate in the region. As the escalation point in China, cooperating with Cisco TAC APAC center in cross nations cases, one of the greatest success stories is resolving a spam outbreak case for a P1 customer with over 100 millions users.During the period, successfully brought and trained up top level engineers who became the chief engineers even among the global team. Built up the team size from 3 to 30+ and won a lot of rewards from Cisco APAC even Global.

Joined the first oversea support team for Cisco STBU, which was built up in Sonata Services in 2006. Customer Support Team who is responsible for providing email and hotline support to APAC customers especially the customers in China mainland. The team is part of the 7*24 hotline operation that taking care of customer’s requests from all over the world. Being hired from the beginning and managed to build up the team with 5 support resources. Main responsibilities including: provide online tech support, escalation handling, RMA coordination, weekly meeting with TAC, monitor KPI e.g. ticket volume, call hours, CSAT, SLA etc. The team delivered excellent results during the period which lead to the result of promotion to tech support manager.

Trendmicro is the world’s lead antivirus software provider. Starting with the desktop antivirus software from 90’s to the enterprise level antivirus strategy today, Trendmicro got a big growth in both the marketing as well as its support team. In 2005, I was very lucky to join the biggest antivirus support team in China. Main responsibilities including: email and phone support to enterprise users in China mainland, antivirus solution consultation, product deployment, ticket triage etc. I was promoted to the senior support engineer since 6th months with Trendmicro, responsible for training new employees and maintaining the test lab environment.