Experience

J-Tech Digital, Inc

• United States
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Technical Engineer

  • Mar 2021 - Present

  Provide testing, assembling, installation, debugging, maintenance of computer and network products, including company IT administration. Provide testing, assembling, installation, debugging, maintenance of computer and network products, including company IT administration.



Beijing Qiyi Century Technology Co., Ltd (IQiyi)

• Beijing City, China

• Technical Support Manager and principal technical support Engineer

  • Nov 2014 - Mar 2019

  I set up the technical support team from beginning, standardized procedures of technical support, established streamed documentation system, developed issue analysis automation. My team specialized in problem solving, and it provided a high level of technical competence and minimized service interruptions. We solved 90% of user reported issues, and found the root cause of 85%+ issues, achieved highest-ever client satisfaction (90%) in the year 2015-2018. Now IQiyi becomes No.1 online video website in China, and it has over 100 million premium users. Show less



Citrix

• United States
• Software Development
• 700 & Above Employee

• APAC Customer Support Engineer

  • Apr 2007 - Sep 2014

  Bytemobile provides a single multi-service platform deployed in the wireless core network for mobile users’ internet applications (web browsing, video playing, etc.). I provided 7X24 customer support for over 100 telecom operators (such as Vodafone, T-Mobile, Sprint, Verizon, USSC, O2, Bharti Airtel, Softbank, China Mobile, China Telecom, China Unicom, etc.) globally with other CS teams via phone, email, social media and ticket system. We analyzed and positioned the customer issues timely, provided the solution as soon as possible. The customer satisfaction rate was above 85%. I also provided the pre-sale and post-sale support for China projects. Show less



Motorola GTSS China

• Beijing City, China

• Software testing engineer, Project Leader and Product Support

  • Oct 2000 - Mar 2007

  My responsibilities include: 1. Making market requirements collection, analysis and feature specifications. 2. Providing Motorola UMTS/GPRS network architecture and high-level solution specifications. 3. Designing, implementing & maintaining Motorola GPRS/UMTS software testing platforms. 4. Presiding over Feature/System/E2E/Field trial testing about Motorola GPRS/ UMTS core network system softwares. 5. Providing GPRS/UMTS core network issues analysis, tracking and troubleshooting. 6. Providing necessary technical support for GPRS/UMTS network engineering. Show less



Taiji Computer Corporation

• Beijing City, China

• System Integration Project leader and network engineer

  • Jul 1995 - Sep 2000

  As a marketing support manager, I organized, presided over and managed the project bidding and network design, provided full pre-sale technical support. As a project leader, I organized, implemented and managed network integration projects. As a marketing support manager, I organized, presided over and managed the project bidding and network design, provided full pre-sale technical support. As a project leader, I organized, implemented and managed network integration projects.