Experience

China Unicom Global

• Hong Kong
• Telecommunications
• 100 - 200 Employee

• Senior Product Manager

  • Apr 2022 - Present

  Product & Solution Center Product & Solution Center



BICS

• Belgium
• Telecommunications
• 700 & Above Employee

• Customer Success Specialist - Global IOT Solution

  • Feb 2020 - Feb 2022

  Work as dedicated customer success role to support all BICS IOT operators, enterprise and reseller customers in APAC. Accompany and guide IOT customers on their whole lifecycle to increase values for them and BICS. 1.Be the technical expert to provide pre-sales support with solution proposal both for IOT trial and commercial customers inline with their particular use cases; 2.Accountable technical interface between customer and internal organizations including sales, product management, engineering, financial, etc; 3.Provide consultancy support to customers during their whole life-cycle regarding to Q&As, new features introduction, solution presentations, connectivity management portal demo and training workshop, API integration and guidance, A2P/P2A/P2P SMS delivery, etc; 4.Commercial account provisioning for customers based on the signed contract agreement(SIMs assignment, allowed services, billing, APNs, global coverage, tariffs, data bundles, plan, etc); 5.Soft SIMs provisioning for both trial and commercial customers; 6.Follow-up of the dedicated IP connectivity implementation like IPSec VPN, private IPX, Cloud connect to AWS/Google/Azure, etc; 7.Gather and consolidate customer feedback for possible product evolution and roadmap; 8.Joint validation testing of BICS Multi-IMSIs SIM with customer module devices; 9.Work as local customer care role for customer devices network attach and portal issues troubleshooting activities. 10.Proactive monitoring activities of customer devices’ attach performance; Show less



Nokia

• Finland
• Telecommunications
• 700 & Above Employee

• Technical Support Manager/Leader at Nokia

  • Mar 2015 - Nov 2019

  Lead a international technical support team within APAC region in the Nokia Global Service Delivery organization. 1.Provide standard technical support for Nokia Small Cells products at solution level including both radio(Small Cells CPE, Small Cells Gateway, AAA, NTP), Security GW(IPSec), OAM Linux servers(SAM, HDM, NPO) and routing (Service Router 7750).2.Standard case handling based on the customer service level agreements to the operators from most of the countries in APAC region; 3.Handle cases from new trials to solve issues per customer request.4.Provide on-site support for the new deployment, live migration and upgrade projects for customers in APAC region.5.Technical lead of cases escalated to higher level support in R&D with close co-operation to get customer issues resolved as the earliest. 6.Global technical lead role of the Nokia Small Cells solution covering all the markets(APAC, EMEA, CALA) expect NAR.6. Build and maintain E2E lab for dedicated technical support purpose. Replicate customer faults to isolate and identify the causes in the lab, and also do features testing and verification activities in the lab.7. Responsibility for improving case handling performance including Cost per Case, Case Handling Average Time, Overdue Total backlog (OTB), customer satisfaction, etc.8. Drive to improve the team confidence and soft skills of technical support.9. Work as Small Cells solution pre-sales technical support role.10. Continuous competence development of new technical knowledge like 5G, Cloud, etc.11. Deliver the technical knowledge sharing sessions and write technical articles to be published. Show less

• Senior Engineer, Advisory Engineer

  • Sep 2011 - Mar 2015

  Dedicated to WCDMA Network technical support1. Provide the next level of best-class 7*24 technical support to all Asia customers mainly for the NodeB and RNC..2. To escalate technical product issues to Tier 3 and R&D and work closely with them to get customer issues resolved as expected.3. Outage recovery support. SW upgrade support activities. Network performance KPI improvement activities.4. Support customer deployment issues per the request, either by joining the project team on site, or deliver remote technical support.5. Take charge of the regular meeting with local for case review. Show less



Motorola Solutions

• United States
• Telecommunications
• 700 & Above Employee

• Product Engineer

  • Jun 2005 - Sep 2011

  Work as a product/debug engineer in factory for production and customer issues. 1. Mainly use Agilent Oscilloscope and R&S Spectrum analyzer to analyze Motorola GSM Horizon radio failures; Handle critical failures and take corrective actions. Draft out and update factory debug and rework process. 2. Work as a project management leader to transfer the new product from proto type to mass production, work with QA, TSE, production team to solve the issues occurred during the period. 3. Focus on ERI return products, breakdown the failure and find root cause, then act to improve the hardware reliability and reduce ERI rate. 4. Take charge of the failure analysis of Motorola CDMA TRX products and Cisco router, Motorola radio charger and battery product, Motorola LTE baseband control unit product 5. Write technical paper submitted to annual Motorola technical symposium and technical newsletters. Show less



Inventec

• Taiwan
• Computer Hardware Manufacturing
• 700 & Above Employee

• Quality Assurance Engineer

  • Jul 2004 - May 2005

  Worked as QA engineer for the responsibility of the Cisco VoIP Phone. 1. Analyze and solve critical apparent and function relevant issues of Cisco VoIP phone on line and work together with relevant teams to find the root cause, take corrective and preventive actions to improve the pass rate. 2. Transfer new model VoIP phone to TJ factory, draft out test plan, control plan and test report. Do evaluation of the quality of voice. 3. Deal with customer complaint and do necessary rework of RMA. Join QIT team to improve product quality. Show less