Self Assessment:?7+ years working experiences in IT support industry, worked 7 years in HP, be promoted from frontline agent to Quality manager,
?Strong knowledge of IT service management, call center operation and quality management.
?Systematic thinking, confident, Motivated, Energetic and Enthusiastic
?Very good English skills, be capable of managing projects in English with team members from different countries, different culture backgroundpolo shirts
Career Objective:Work ExperiencetopHP- Hewlett-Packard Co., Ltd.
Industry:IT Service/System Integration | Company Type: | Company Size:
Company Profile:2006-7 - Now Quality and Problem ManagerLocation:Dalian | Job Type:Full-time | Department: | Report to: | Number of Subordinates:employees | :
Job Category:QA Manager/QA EngineerCareer Level:Mid Career(2+ years experience)
Responsibilities and Achievements:To manage Quality & Problem Management Team in Dalian Service Desk with over 300 technical support engineers, so as to achieve Service Level, improvement of service quality.
Achievement:* Build up a comprehensive quality support function in Dalian Service Desk, including Transaction Monitoring, Customer Satisfaction Analysis, Case Audit, Hold time analysis, First Call Resolution, Complain & Compliments Management process across eight global accounts in Dalian GSD.
* Implemented Pre-emptive Escalation Model in GSD which has been released as Patent and published in SSPA (Support and Service Professional Association)
* Consultation support to HP Pursuit team, meeting with clients on requirements and business process design, share HP quality and on-floor management practice.
* Project manager for KL GSD TCE&Q Globalization Project, conducted training on processes and methodologies.
* Design Balance Score Card & ADM Survey Questionnaire.* Database design to integrate multiple data sources, enable reporting automation, improve productivity of quality analysts.
* Train problem analyst on text mining & data mining tools and methodologies.
* Transition Mgr for Multivendor Support deal, Duration: 3 Month, Jan’07-Mar’08
The project is to transfer Beijing Call center to Dalian GSD. I created project plan, communication roadmap, governance model, status update after project kicking off. The project went live on Mar, 3rd and we achieved “DAY 1 Green”.
* Project manager for GDCD Fix Asset Mgmt. Duration: 4 Month, Jul’08-Oct’08;
The goal of this project is to better control IT assets and information security, prevent asset lost and improve asset utilization. We designed a web-based tool to track asset items, using workflow to enable approval and notification mechanism.
* Take over Finance Analyst after former FA leave HP during Jul’07-Nov’07, prepare ASPIRE, FLASH report, organize financial review meeting.
* Liaison to WW Plan of Record teams, facilitate monthly POR review.
2004-11 - 2006-6 Delivery SpecialistLocation:Beijing | Job Type:Full-time | Department:HP Global Solution Center | Report to:Operation Manager | Number of Subordinates:12employees | monthly salary:6000RMB
Job Category:Technical Support/Maintenance Engineerralph lauren polo shirts
Career Level:Responsibilities and Achievements:To manage solution team
To manage continuous improvement projectsAchievements:
Build up the first solution team in Beijing Call center, and manage multiple IT outsourcing deals.
Reason for Quit: I was assigned to Dalian Global service desk.
2002-7 - 2004-11 Mandarin Technical Support Engineer
Location:Beijing | Job Type:Full-time | Department:Global Solution Center | Report to:Operation Supervisor | Number of Subordinates:employees | monthly salary:4000RMB
Job Category:Technical Writer/AssistantCareer Level:
Responsibilities and Achievements:Proceed Level 1 technical support to those who purchase HP Laser jet printers
Achievements:
During my position, my performance is outstanding and there are several compliments
Reason for Quit: the supervisor of solution team recruited me
Shenzhen PKU High Tech CompanyIndustry:Software | Company Type: | Company Size:Company Profile:ralph lauren polo
2001-7 - 2002-6 Technical Support EngineerLocation:Huhehot, Inner Mongolia | Job Type:Full-time | Department: | Report to: | Number of Subordinates:employees | :
Job Category:Technical Writer/AssistantCareer Level:Responsibilities and Achievements:
*Responsible for LAN setup, router &switch configuration, build up finger print database for Inner Mongolia Police Office.
