Phoenix Sun Email and Phone Number

Provide excellent operation support to APJ/WW level delivery teams in PointNext organization for all commercial customers/companies, which help customers conduct their environment in a win-win phase.FUNCTION/PROJECTS EXAMPLES Manage new commercial service/product management for all region/countries support engineers/account manager, etc. Work with global Product enhancement/replacement center team for products/services patches/system updates management. Get involved into vendor management, including PO creation, PO approval chasing process, payment release, etc. Manage service portfolios with WW/country/Geo leads, including WW level plan/region level plan, strategy and implementation, metrics analysis, governance, etc. Work with country/geo team to maintain/design/publish newsletter/Portal/Sharepoint. Seamless work with PMOs to do system /Tool transition, including Saleforce.com, PPMC/PSA/PAS, Smartbuy/Ariba, etc., act for System management expert, admin or SPOC. Work with global governance team to take care of workforce management for all profile data maintenance, control, mass upload, etc. Manage Project Profit&Loss analysis, control and root cause collection with data analysis. Managed to conduct country level case management, including case vol/all service level index, etc. Lead concierge vendor team which is a special project to maintain China customers through isolated support line/process for Field and Supply Chain areas, make sure that the whole support readiness in both SOW/Team

Provide best-in-class deployment&operation support to APJ GSD for all commercial/enterprises customers.PROJECT SUPPORTManaged the implementation of all designed projects or products in the Asia-Pacific region, including all identity verifications required for entry of new employees, permission settings, data transmission of new products in the Asia-Pacific region, data integration reports, and personnel and position system matching services for all commercial/enterprise customers.Managed the supply chain business of the partner company. The ordering, delivery, follow-up, invoice, report and related business of all accessories or products were managed as a whole, and they were connected with various supply warehouses around the world to solve all upgrade problems of cooperative companies.Provided project related roles, such as PMO, Facilitator, admin, Data analyst, SPOC, process maintenance, Newsletter owner, Report maker, Dashboard maker, Customer representatives, etc, for both internal projects and external projects.Managed all employees to best fit the requested services to support each project. (Well known each employees’ capabilities and capacities.)Reviewed each project process with owner and requestors regularly.Optimized processes and support models to make efficiency for each project.OPERATIONAL SUPPORTProvided common operational support to Geo/Country teams, such as reporting, trainings, communications through dashboards, meetings, Newsletters, Emails, etc.ACHIEVEMENTS: Established Business continuity plan and dummy book of process for each project. Successfully ran through transition of Shanghai Project for Supply Chain, from Shanghai to Dalian. Built team career development path.

Provide excellent customer access support for APJ Mission critical & WW Global Nonstop , which serves highest level/value commercial/enterprise customers.Was responsible for global high-end customer solutions, including the software and hardware remote solution call center of HP's highest-end products in the world, and the high-end customer solution center in Australia/New Zealand and Southeast Asia. The departments include technical and non-technical departments. Managed the entire team through different contracts, different countries, and different customers, specifying different processes and technical requirements. Due to the particularity of the customer base (including many government departments), the demand for all services was the highest within HP, and changes and updates are also the most frequent. At the same time, customers in English-speaking countries around the world have the highest English requirements for team members in the industry due to customer groups, such as governance, hospital, stock exchange, etc.Reviewed regularly with all country leads for performances and made Cap & Cap for improvement.Managed escalation/elevation cases with L0/L1/L2/ERT team seamlessly.Cooperated with EMEA/AMS to complete follow-the-sun model for WW customers, also back up other two geo when there is a down situation/holiday seasons, which needs seamless connections through different time zone.ACHIEVEMENTS: Promoted the best call center award of Dalian HP call center for 6 consecutive years. Helped Southeast Asia to win a 3.2$million deal. Supported Dalian HP Call Center won the second President Quality Award in HP history. Letters of commendation from numerous external/internal customers. Helped Japan delivery team reduce the effectiveness of the overall service time. Successfully deployed SAP HANA (on MS Azure) technical L1 support team in Dalian and achieved short time readiness for whole transition.