简历

个人简介

  • 精通存储系统问题分析和解决
  • 熟悉IBM全系列存储产品
  • 熟悉Linux环境下各种工具的使用
  • 熟练使用shell/python
  • 对新技术保持好奇心和热情

工作经历

IBM, Spectrum Accelerate Family Storage Level-2 Support

2015/7–现在
主要职责是负责支持IBM亚太及全球使用IBM Spectrum Accelerate家族存储产品的客户。平时的工作内容是通过电话邮件以及远程连接等形式分析解决产品的问题。通过与客户的直接沟通，以及和IBM内部不同团队的协作来尽快解决客户的问题，持续改善流程，改进产品，不断提高客户的满意度。作为核心成员，我还参与本地客户的现场支持，新产品介绍，新员工培训等内容。

IBM, DS8000 Screen Team Lead

2007/4–2015/6
主要负责亚太及全球IBM DS8000客户的技术支持工作。简单介绍screen team,ta作为技术支持团队和开发团队的桥梁，主要职责是分析，解决技术支持团队提交的无法解决的问题。部分问题确实属于产品的缺陷需要给相应的后端的开发团队做进一步修复。我们的工作目的一方面是通过快速分析来提高客户的满意度，另外一方面也为了减轻开发团队的工作压力,让开发团队可以有更多的时间来开发新产品和新的功能。

Microsoft, Messaging Support Tech-Lead

2004/11–2007/04
主要负责的业务是北美以及欧洲地区的属于微软Enterprise Business Application, 主要是Exchange及其相关产品的客户技术支持。

TrendMicro, Tech Support

2003/04–2004/10
负责趋势科技产品在中国区的技术支持工作. 熟悉企业内部的防毒和安全解决方案以及全线趋势产品，包括客户端，服务器，邮件网关和群件防毒等。

教育背景

1999 – 2003
同济大学 计算机科学与技术 本科

行业证书

MCSE 2003.
以及若干公司内部的产品技术证书

语言能力

外企工作多年，英文流利

RESUME

PROFILE

  • Master in Storage System troubleshooting
  • Familiar with various tools in Linux
  • Familiar with full IBM storage product line
  • Day-to-day use of shell/python for log analysis and automation
  • Have curiosity and passion on new technology

Employment Experience

IBM, Spectrum Accelerate Family Storage Level-2 Support

2015/7–Present:
Daily job includes solving XIV technical problems from world wide customers through remote connection, phone conversation and email exchange, collaborate with internal resources e.g. next level support, emergency response manger etc to well manager customer expectation.

As a core member I also participate in some assignment like local onsite support, new product feature and maintenance plan communication and new hire coaching.

IBM, DS8000 Screen Team Lead

DS8000 field screen team is a part of IBM high-end storage development division. It acts as a bridge between support organization and development teams. Our daily job is to analyze defects escalated by worldwide level-3 support professionals (Product Filed Engineer).
Some of the problems can be solved by our efforts and others will be dispatched to proper developer for code fix. With a bit more details, we use internal tools to perform quick analysis of product logs; do extensive searching and researching; identify the problem and solutions; deliver action plans to recover machines or root cause analysis report. We will engage development only if assistance needed. Hot situations may require parallel effort of screen/development.

Along with this model we can shorten the solution delivery time for those known problems thus save developer time. Also the most appropriate developer will be engaged in those complicated issues when needed.

Besides daily work, I also work as lab focal point for some customers, acting as focal point of problem solving and sales engagement like competitive analysis and present to customers.

I have more than six years’ experience of supporting IBM high end storage products. This position helps me to get much knowledge of IBM high end storage products, from design point, development and implementation.

Microsoft, Messaging Support Tech-Lead

Working in professional support group.
Acting as technical lead for our team with seven persons.

TrendMicro, Tech Support

PROFESSIONAL CERTIFICATE

MCSE in 2004
other corporate internal certificates.

EDUCATION

Tongji University,
1999-2003
Major in Computer Science