Over 15 years in technical and customer support roles. Effectively identifies problems using advanced troubleshooting skills. Looking to bring exceptional technical know-how and customer-service skills to business-focused Win-Win result, to support and consult customer products shipment. Seeking to benefit an IT Department with complex technical knowledge and strong leadership skills.
Program Manager Skills:
Over 4 years, responsible and manage the largest OEM customer contract as a lead PM in OEM technical sales under Sales Marketing and Services group. Identified opportunities to upsell product and services, keep selling a half-million-dollar contract to contribute revenue.
Resolved customer complaints and concerns with strong verbal and negotiation skills.
Referred difficult issues to upper management while maintaining positive rapport with customer.
Support products shipping and manage all request cases as main support contact person. (Average of 20 calls and emails per day).
Experiences a mentor in the organization. Trained new employees to understand a protocols clearly.
Maintained a calm, professional demeanor when faced with high demand, high volume workloads.
Researched, documented and escalated cases to higher levels of support, and negotiate with upper level people according to internal procedures.
Board member in Content Publish Council, responsible review high volume publish contents request cases weekly as reviewer. Approved request cases to publish (Knowledge Base in public MS technical support web site) accordingly and efficiently which delivered the excellent cost down result in 2015. (Contributed 18% publish cost down, compare with 2014) Support Japan MS team to make over 50 draft content docs by manually translate from US-EN to JP to adjust incorrect machine translation.
Support global/regional service strategy and shown strong Cross-group Collaboration with Microsoft Japan group successfully delivered Win7 Upgrade Tour to my 2 x accounts in September 2009. Well planned and leaded event and worked with multiple world-wide team, using bilingual communication skill.
Services engagements plans in place with each of my account OEMs (NEC Client, NEC Server, Fujitsu America DataCenter, and Fujitsu Limited Japan) that helps to drive on-time delivery of high quality devices to the market- Enabled my account OEMs to ship well performed tuned up-optimized images in time for Win7 OS and ship delivered Virtualization Hyper-V to introduce new technology as a Cloud computing as well.
Built up good relationship with all 4 accounts customer by visited customer/site (total 7 x business trip within 18 months), conducted cost, schedule, contract performance, variance and risk analysis. Contributed team sales goal by Offered prescriptive training to customer and received outstanding customer satisfaction survey results.
Utilization(Work labor for customer case) is larger than team target/72% for 2 years.
Responsible for 100% pass to get MS Logo Certification (Windows Hardware Quality Lab): Achieved 100% MS logo for over 30 notebook and desktop systems on time.
Delivered superb quality hardware systems to the market which compatible with new Microsoft OS, ranking Top 3/Best Notebook from customer survey in 2005, 2006, and 2007.
Work with HW vendor partners (Intel, NVidia, ADI, Symantec, Sonic, Ricoh, etc.) aggressively, to resolve high severity issues which enables 'no ship-stop' case and ship on schedule. And successfully made a Microsoft Service Request Call cost, 30% reduction.
Aggressively pursues critical issues between Partner team and internal developers, use excellent communication skill that enables to resolve problem quickly and timely within 5 days.Team received Microsoft Award in May 2007-Best notebook system (ThinkPad T, X and W series) in Windows Vista OS.
On site Administrator for workstation security/Training employees for IBM workstation security tools that effect 100% compliant IBM workstation security requirements.
Help transfer job/Developed a Windows OS regression test training program that successfully transferred to new test lab team in China.-Received Lenovo Best Engineer Performance Award on Nov 2007.
Successfully supported for the first On-Demand deployed customer image which is minimum API OS based on Windows PE, using OEM Pre-Installation Kit OPK) that meets large volume customer requests who uses Remote Install Service (RIS) for customized system installation.
Identify and report bug/Worked with internal developers to resolve critical issues, debug OS and drivers, worked with Developers and improvedmy overall debugging skills.
Adapted HW devices knowledge to compatibility new Windows Server OS(s)compatibility test -Accomplished all HW and SW test timely.
Assisted multiple IBM internal development teams (ThinkPad development in Japan) to work together with US IBM developers with no shipment and development gaps.
Support Developers/update defect database on a daily basis, organized device driver 11 languages/readme documentation in localization group.
Managing Conference Call Meeting/Create agenda, summary documentations, translate to Japanese from. English simultaneously at Conference call meeting with MS.
IT computer technical doc translator (US-EN, Japanese), Reviewer and Approver for publish request case (technical cases), Account management, API, C, C++, system performance consulting, manage PC, tablet, and server platforms, Cloud computing, Virtual computing, customer service, experiences database software and application professional level, debugging, manage customer delivery plan and contract engagement, manage and consult hardware devices, drive a new program as a Lead, training employees mentor experience, Team building and strong leadership, experiences to work with Marketing team to successful new product launch, Strong Negotiation skill, Mid-size organizational skills, problem-solving, project management, QA/Quality assurance, experiences to support customize and implementation platform image, deployment, risk analysis and management, Sales, Software Development, SQL, Visual Studio, system analysis, technical support
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