Integrate and verify solution in cloud native environment before they are added into solution CI loops to protect legacy features.Take new features/requirements and break them down into executable and plannable items.Collaborate with a global team to meet product to meet target release schedule.

Responsible for team operations, performance management, recruitment, and competence buildupInterfaced with Maket Area as the fulfillment SPOC for cloud and assisted in analyzing technical solution and project plan while also monitored delivery qualityCooperated with Solution Area Cloud in developing delivery assets to improve operational efficiency.Drove critical competence assessment within SDU Cloud

Delivered customer-facing solution workshop and design document to support the project deliveryLead integration team in CS, IMS, and Cloud domain and offer technical recommendations to achieve successful project delivery around the globe with very positive customer feedbackConsulted customer in addressing their inquiries and concerns regarding the solution and productOrchestrated workshops and training plans to improve the team’s overall competence

Conduct research to seek solutions on newly discovered issues and update/maintain team knowledge baseProvide technical training and compile technical documents for the teamMentoring newly hired agents and familiarize them with the technical knowledge and IT process

Timely respond to incident and requested raised by the customer through telephone or email using both Chinese and EnglishAccurately collect customer information and assess the potential cause of the issueResolve known issue remotely that is within the supporting scope utilizing existing knowledge baseCoordinate with other support team and properly dispatch issue that cannot be resolved right away.Educate customer on the appropriate IT guideline and process

• Utilized my knowledge and experience on the hardware development to guide clients on system and component purchases that satisfied them with optimal performance, desirable functionality, and future responsibilities.• Customized computer systems to cater to clients’ specific demands.• Fixed clients’ computer systems to reduce downtime and increase productivity in timely manner