Bowen Xiao Email and Phone Number

As an IT department employee in a fast-growing global software-development company, my major role is to perform the IT support and basic system maintenance tasks in the APAC region. The major tasks include on/off-boarding IT tasks, such as the employee accounts creation and deletion, new laptop equipment assignment and OS imaging configuration, Cisco phone initial configuration, security system management, internal security groups management, laptops and desk phones retrievement and documentation and so on. Major tasks also include triaging and handling the tickets in the IT ticket system, like triaging the incoming new tickets to different classifications based on the ticket description and requirement, and then troubleshooting and resolving the tickets or engaging the senior support team to help further. I will also be in charge of the equipment inventory status and submit purchase requests based on the current inventory status. In my daily job, the communication and working environment is English environment, my direct manager in the office is an Australian, and I will need to communicate and report to him frequently, and at the same time, all the other team members are in the other countries or regions like US, India, Australia, Japan, German, Netherlands and so on, and we will have weekly meetings to communicate about the problems and share our experience in the daily work across different time zones. And I mainly support the application and OS support in the MS Windows system, some basic usage and management in the Virtual Machines, Active Directory, SCCM, DNS, DFS(Shared Drive), MS Windows Server management and maintenance, and basic troubleshooting in the office network environment in my daily tasks. And sometimes there will be projects assigned by manager to complete by a deadline time, I will need to create a junior-level design or idea, and then communicate with my manager to fulfil the project to make the final decision about how to make project go live.

In the TCS China, I am in the EY IT Helpdesk project. And when I joined this project, this project was about to start the project transition from the EY corporate. And during this process, I have been the knowledge adviser, and will be in charge of taking over and managing the IT Support Model and New Joiner Training tasks. During my daily tasks, I will need to keep accepting new processes and knowledge, and I am willing to accept new things and challenges. And as a L1 agent at the same time, I will also answer the calls from the EY Greater China region employees. And during the daily tasks, the user is satisfied with the services I provide. In this job, we will need to provide vocal, email and chat support, and at the same time I will also handle the new processes and then make the documents, and then publish them to other colleagues. I am well experienced with handling work pressure and providing good and kind support to customers, and at the same willing to summarize and improve the daily job. At last, the project got ended.

Currently, I am working in the GSD department of the Dalian HP as a level-1 helpdesk agent. We focus on answering the calls from the Syngenta AP region employees, handling their IT related emails, accepting their chat sessions, and performing remote troubleshooting session to help resolve their IT problems. And we mainly use Chinese and English during the job. We mainly receive calls from China, and English calls from Singapore, Philippines, Malaysia and other South Eastern Asian countries, and India, Pakistan, Bangladesh and other South Asian countries. We also help directly troubleshoot uses’ IT problems through remote sessions, and if the problems are out of our range, we will escalate their problems to the senior support team accordingly. And we are using HPSM system which is developed by HP to log the cases for users. During the job, we mainly focus on problems on Windows System common issues like printer configuration, the settings or errors of the Internet Explorer, problems about Microsoft Office, like Outlook, Excel, and Word and so on, and we also help user about their SAP system errors. And we use Lync sharing desktop or MSRA(Microsoft Remote Assistance) system to remotely connect to the user’s computer to perform the remote troubleshooting session. And our working time is flexible schedule, and working time is from 8 a.m. to 8 p.m. and will change the shift every half month. We need to help user to resolve problems during the daily job, which requires patience and professionalism during the job. And I am willing and patient to help user resolve their problems, and devote myself to this job, and the workflow is the highest in the team, and has received user’s satisfying survey responses and praising evaluation.

I am answering global phone calls for BMC Software Inc. during Asia Pacific (AP) working time and help guide customers to submit support issues and transfer the phone line from customer side to the support technician. And we also help handle the emails from global customers to BMC customer support, and also help customer to create or update issues and convey customer’s requests to the support technicians. And we also answer the chat session from customer on website, and also help customers solve some simple website or account issues. During the working, I have successfully mastered the BMC database managing system: BMC Remedy AR System Server, which is our tool to create and update issues in our database. I have already mastered the needed skills and experiences as an English customer support representative. At work, we take care of the global English calls, especially from the USA, Australia, India, Singapore, Hong Kong, and I have got used to all kinds of accents, especially the AP region countries. A phone call usually takes 5 minutes and creating or updating issues usually takes 10 minutes. I am gentle, courteous and passionate when answering customer’s phone calls, and have received leaders’ and customers’ good evaluations And I have also helped AP customers to handle the website and account problems. I have always handled customer’s update timely and am willing to help customer solve their problem and during this process, I have learned more about IT and computer technology knowledge, and have solid interesting in the IT knowledge. And I am always keeping courteous and correct in forms and contents of email communication with customer, and never delay to response to customer’s update. Every month, there are two or three over-times when I am the only person to cover the global contact center phone line. And there is no fault or error during these over-times.