Tom Zhou Email & Phone Number

Beijing, China

- Passion for solving Customer problems.- Take responsibility and ownership with Customer problems.- Ability to handle vary of urgent to minor support requests, with weekend on-call shifts.- Establish and constantly build upon a solid technical understanding how our products used in vast cloud environments.- Collaborate within Customer Success, Engineering, and other teams to understand and resolve customer issues.- Constantly work to improve processes, tools, product offerings, and the overall customer experience.- Effectively communicate with all levels of customer contacts from different regions of the world.- Provide guidance and insight through email, telephone, remote conferencing and occasionally in-person engagements.- Work with Engineering team to help define and drive fixes and enhancements to address customer needs.

Beijing City, China

- Delivery enterprise technical support to customers.- Track customer cases, trouble shooting and identify the root reason, then work with engineering team to resolve the issue.- Write, review English technical documents.

Beijing, China

- Investigate Qemu-kvm/KVM features that comes into qemu upstream, and make sure they work well on Fedora/RHEL release.- Track Qemu-kvm/KVM bugs in RHEL, investigate them and identify the root reason with various technical skills, including analyzing system logs, reproducing issues in lab, reviewing code, knowledgebase and bugzilla, collecting specific data with tools like tcpdump, strace, iostat, kdump, systemtap, etc.- Develop tools for daily working, try to make workflow more easy and smart.- Write, review English technical documents. Introduce news and features of Qemu-kvm to team members.

Beijing, China

* Contributor of Autotest project (What's autotest: https://github.com/autotest/autotest/wiki) - Design/Write scripts for generating qemu/qemu-kvm cli options in python. - Write test scripts for qemu emulated usb device, network device, storage device, and qemu guest agent program. - Review patches from other team members.* Developer of an internal version of Autotest suite used for RHEL qemu-kvm component testing. - Backport patches from autotest upstream. - Fix bugs for autotest found in daily testing. - Create a continuous testing system, with automatic bug reporting. - Investigate problems in internal test grid and resolve them in autotest level.* Track autotest bugs and find the root reason of them, with code review, pdb, etc.

Shenyang, China

- Investigate a commercial routing protocol suite, and integrate it into Neusoft's network security product.- Research and resolve bugs in Neusoft network security products, using gdb, strace, etc.- Maintain compile system for the routing protocol suite, build binary package for release engineer.- Write technical documents for new products, give technical talk for other engineers.- Review test cases, give quality engineers advice for testing the routing sub-system.- Develop and deploy virtualization testing environment with python for the network security product.