Senior Support Engineer, with 15 years of industry experience including managerial experience, hold master degree in Business Information Technology from University of Manchester.
Experienced and high skilled with: Linux, Java, Git, Oracle, Kubernetes, TestNG, WebLogic, TCP/IP, AI Tools
Leadership skills, self-learning, high communication skills, strong problem-solving ability and teamwork.
2016
2024
2021
2018
Recruited, trained and managed a Global support specialists’ team (including 8 support engineers).
Collaborated Cross-functionally with customers, PDO & R&D, to enhance product quality and develop new feature Overseeing daily support operations, addressed bottleneck. Conducted regular assessments, reviewed performance and produced KPI report.
Hands-on troubleshooting on AWS, OpenStack, Kubernetes deployment env.
Maintained customer relationships, ensured SLA adherence and followed up on customer future deployment time lines. Negotiated escalations, and provided on-demand special services.
Applying AI tools and GenAI tools to enhance support and research work.
Key role:
Led a team of 14 support engineers, handled escalations E2E, traveled oversea (USA, Canada, Brazil, Costa Rica) to support staging & production crises.
Team Support:
provided technical advocacy for L2/L3 support team.
Documented technical guides and troubleshooting procedures. Tested & released hotfixes, collaborated cross-functionally with Customers/PDO/R&D.
Performed in-depth root cause analysis, API Debugging, code debugging, log analyses (Log4j, server logs) using Linux CLI or monitoring tools (Splunk) on cloud-base environments (Kubernetes, OpenStack, AWS) and non-cloud based (WebLogic & WebSphere), Oracle & PostgreSQL.
Key role:
Hands-on experience in Agile development & planning through full life cycle of product. Developed BE code using eclipse, maven, P4V & Git, ran CI/CD Jenkins jobs.
Wrote TestNG and Selenium automated test.
Documented over Jira & Quality Center.
Key role: Configured VoIP networks, debugged TCP/IP issues, and managed security via Cisco & Checkpoint.
Maintained monitoring platform using Cloudflare & SolarWinds ensuring 24/7 system availability.
Utilized network using analysis tools such as Wireshark, tcpdump, and network scanner to troubleshoot and resolve complex network issues.
Key role:
Configured and managed firewalls, routers, VPNs, and email services to ensure secure and reliable network operations.
Troubleshot and resolved TCP/IP connectivity and security issues for customers, providing exceptional technical support.
Implemented VPN security policies and optimized configurations to protect data and enhance performance.
