• Conduct call center real time call queue management, workforce management to cover multiple time zones in Asia countries. • Be accountable on operation SLA and key performance indicator, such as customer satisfaction rate, first call resolution, average handling time, ticket assignment accuracy rate and major incident response time, customer escalation, and call abandoned ration. Established a high-quality support environment and to obtain maximum customer satisfaction. • Perform call center people management and team performance monitoring by regular, one on one coaching session and staff meetings to continuously improve team performance and maintain team stability and development.• Maintain mutual trust relationship with external client and internal team. Be SPOC for any customer escalation till the concerns be fulfilled or clarified.• Analyze and identify performance gaps and drive improvement initiatives. Optimize service process, improve work efficiency and quality, reduce service cost.• Set up and maintain smooth & effective communication channel with related support functions for business needs.

• Manage high priority incidents in China service desk team, fast response & communicate with quick resolution as a crisis manager. Provide regular incident ticket status monitoring until solved and provide update report to agreed stakeholders. Incidents managed include hardware, system software, application and network (WAN, LAN and Voice), affecting healthcare industry client internal users.• Perform Trend analysis, identify top few incidents and work with respective teams/individual to minimize the incidents. Host weekly business meeting with customers & global team in different sites/countries, presented SLA KPI and major incident root cause analyses and problem management. • Work on the service improvement programs.

• Manage outsourcing team, Office (5 pers), Audio/Visual (1 per), Warehouse (4 pers) and project members (20 pers)• Responsible for the distribution, installation, operations, and troubleshooting of distributed computing environment. Participate in hardware/software deployment projects. • Drive day to day business needs by managing multi-projects. Responded to customer/client requests or events as they occurred. Develops solutions to problems utilizing formal education and judgment.• Rotated to Data Center Hosting in 2012. Focus on server landing, account configuration, group policy revision, secure patching, and SAN storage maintenance.

• IT hardware/software upgrade and operation service maintenance related project coordination and technical support, including desktop, laptop, printer, projector, handheld, smartphone, IP phone. • Worked closely with manufacturing customers about asset procurement, inventory management, repair and disposition.

• Provide 24x7 IT support in manufacture environment during A7T7 CDCO&CDMO startup• Worked with a team to support the 2 factories tool install project on schedule. • Skilled Windows Server & Client OS installation, image backup and recovery, troubleshooting.