Project Manager Customer Service

Na Liang **** Freemont Dr Troy, MI *****

Tel. 248-***-**** Email: *********@*****.***

COMPUTER SKILLS

Software: MS Office suite 2007, Publisher, Flash 4, Photo Shop, Visio, Putty. Great Plains, Crystal

Report, SalesForce, WebLoad, Visual Studio, SharePoint, NetSuite, Camtasia Studio

Operating System: Windows 9x/NT/2000/XP/Vista, Mac OS, UNIX

Internet: IE, Netscape, FireFox, various FTP clients

LANGUAGES Chinese Mandarin (fluent), English (fluent), Chinese Cantonese (novice)

PROFESSIONAL EXPERIENCE

Project Manager – China February 2006 – December 2008

Trubiquity (formerly Autoweb)

Rochester Hills, MI

Responsible for the business development, market research, and delivery of services in the emerging

market in China. Traveled to multiple Chinese cities as the primary business, and as well as culture

advisor

•Led negotiations with potential Chinese sales partners resulted in obtaining the first partnership in

China

•Developed new financial processes for new and existing Chinese customers resulted in five figure

increase in revenue as well as 95% customer retention rate in the first three months

•Coordinated with sales partner in China in customizing products and services for the Chinese customers

•Researched marketing strategies to increase sales and new customers

•Evaluated plans between acquisition of Chinese company vs. opening of satellite office

•Liaison between Chinese partners and US executive team

•Developed presentation in Chinese for Chinese automotive suppliers to Ford Motors Co.

•Speaker at multiple automotive supplier conferences with 200+ Chinese suppliers in attendance

Linux Administrator September 2005 – December 2008

Trubiquity (formerly Autoweb)

Rochester Hills, MI

Operational Responsible for the 35+ Internal and External Production server environment, on multiple

platforms, that delivered the companies primary SaaS-based Secure Data Exchange software tools

•Responsible for documentation of server, OS installation, application of security policy, software

updates, hardware/software support, and backup recovery

•Installed and configured Debian 3.0, 3.1, and 4.0, as well as Red Hat 9

o Setup partitions, files systems, networking, email client, users, groups

• Managed clustered PostgresSQL database, clustered Apache web server

• Monitored web application performance using Cacti

• Monitored syslogs and postgres logs

• Managed monthly reports using SQL queries

• Managed AIX 4.0 server and oracle database

•Led the companies Operational Infrastructure Processes, including Change Control Process, Timeline

Management, and all Customer Communication

•Operation Projects managed on-time and within budget include:

o Migration of 5,000+ GM users to new Hardware platform

o Migration of 1,000+ Mitsubishi users to new Hardware/Software platform

o Migration of 400+ ANX tunnels to new security solution

o Migration of 500+ clients off of legacy RSA secureID solution

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Na Liang page 2

Configuration Engineer January 2006 – December 2008

Trubiquity (formerly Autoweb)

Rochester Hills, MI

Primary Engineer responsible for incorporating Client requirements into complete re-design of the core

Secure Data Exchange software

•Provided client requirements and feedback regarding user interfaces & work flow to core application

designers/engineers

•Created test plans from use cases to test user interface as well as functionalities, and work flow of the

new software

•Supported Planning process for software development initiative

•Executed test plans using manual functional tests and as well as software tool such as WebLoad to run

automated test and met short deadlines

•Managed bug reports and bug fixes using Microsoft Visual Studio software

•Implemented software to test production environments

Technical Support July 2004 – September 2005

Supervisor

Trubiquity (formerly Autoweb)

Rochester Hills, MI

Managed the daily operations of call center on the support of the companies primary SaaS-based Secure

Data Exchange software tools

•Technical lead of a team of customer service representatives (CSR)

•Consistently met target customer satisfaction rate of 95% or higher

•Reduced monthly incoming calls by 15% and dropped calls by 10%

•Involved in the customization and implementation of CRM software SalesForce

•Designed and implemented varies monthly reports on CSR statistics

•Generated instructional documentations for monthly CSR training

Technical Support April 2001– July 2004

Specialist

Trubiquity (formerly Autoweb)

Rochester Hills, MI

Primary technical support for the companies primary SaaS-based Secure Data Exchange software tools

•Supported 20000+ end users located in over 40 countries

•Resolved various software problems in production environment

•Supported Windows 9X/XP/Vista, as well as various UNIX platforms such as Linux, AIX

•Responsible for troubleshooting FTP, encryption, connection via modem, ISDN and ANX

•Monitored firewall logs and production server logs

Helpdesk Technician September 1999 – August 2000

Intern

Credit Acceptance Corporation

Southfield, MI

• Supported Windows 9X, NT, Citrix platforms

•Responsible for troubleshooting network problems, upgraded operating systems, and configured laptops

•Experienced with Microsoft office 2000, FrontPage and other MS application software

EDUCATION Oakland University, Rochester Hills MI – Graduation: December 2001

Bachelor of Science: Management Information Systems

PROFESSIONAL

SOCIETIES Alpha Kappa Psi Professional Business Fraternity – Vice President of Alpha Epsilon Class

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