1. Support Enterprise customers in APGC region via telephone, written correspondence, or electronic service, and act as a technical backbone for broad and complex issues. 2. Act as the regional escalation point for Office 365 support issues with the next level of escalation with product groups and or datacenter operations teams. Improve product quality by timely feedback known issues to Operations and Product Engineering team and driving effective solution.3. Use trace analysis, source code, and other sophisticated tools to analyze problems and develop solutions to meet customer needs, writing codes for shells.

• Investigate and provide resolution for over 2,000 complex issue per year, including CMTS systems, Linux shell ability, networking and routing, Internet attacks and access control. • Help to build and troubleshoot large computer network with tens of Routers, Casa CMTS, TFTP/DHCP servers loading with over 20,000 CMs, and test over PB byte real-time data throughput.• Utilize Linux/Unix shell command to diagnose issues and use Python scripts for automation and data investigation. • Reproduce complex problems in the lab environment and help other engineering teams to identify the root cause, have great communication skills across different teams.

• Investigate over 1,000 informational Security issue, including emails restriction, manufactory systems security, firewall, and company internal network motoring. • Extract data from security tools and webs, use Excel and VB language to automate GB byte of data and generate diagrams for clear expression. • Generate daily and weekly investigation reports and share them with management for corrective actions.