Sales Customer Service

Professional Profile

Innovative, result-oriented Technical Professional with a proven ability to

build reciprocal, long-term client relationships by delivering multi-stage,

high complexity initiatives from concept to full deployment, delivering top

quality results on time and within budget. Change agent combines a genuine

passion for process optimization with astute business instincts to

capitalize on service-driven workflow improvement opportunities in highly

competitive and rapidly evolving markets.

Technical Skills

. Solaris, Informix, Shell script, Crystal Report - 10 years

. Unix/Linux - 10 years

. BSS/OSS and value-added-services - 10 years

. SQL/Database/RDBMS - 10 years

. Wireless/wire-line network and L2&3 network - 9 years

. Broadband access (ISD/DSL/IP-VPN/Fiber) - 9 years

. OSPF/EIGRP/RIP/BGP/VPN/MPLS - 9 years

. Routing and Switching - 9 years

. Cisco equipment(router&switch), Alcatel-lucent, Fujitsu - 7 years

. Sonet/DWDM - 5 years

. IP network management (SNMP/Syslog/Analyzer/Solarwind) - 5 years

. IPSec/SSL VPN's/IDS&IPS/AAA/TACACs - 5 years

. Cisco Call-Manger (7.X/8.X/9) - 5 years

. IP Phone Technology (SIP/SCCP/Codec/QoS)- 5 years

. CUCM/CME/CUE/UCCX/CUPS - 5 years

. MGCP/H.323/SRST - 5 years

. Microsoft windows (office/viso/VB) - 12 years

Management Skills

. 15+ years of pre-sales/post-sales experiences in Canada/US/China

. 10+ years of project management and customer service experience in

dealing with Tier 1 Telco (e.g. Telus/AT&T/China Mobile) and utility

companies (power plant/transportation companies)

. 10+ years of experience in preparing technical proposals, customer

presentation, biding proposal, and RFP & RFQ & RFI

. Strong understanding of project management methodologies for the

complete application development lifecycle

. Exceptional skill in translating complex technological terminology

into business language

. Solid skills in troubleshooting and analysis

. Excellent interpersonal skills in communications, client relations,

and negotiation

EDUCATION & Certificate

. Bachelor (Computer Science) North China Technology

University, China

. MBA Schulich School of Business, York

University

. CCIE (Routing and Switching)

. Fujitsu F-150/ECUBE System Certificate

. Cisco CPC (NetProvision) System Certification

PROFESSIONAL EXPERIENCE

Sr. Technical Consultant (06.2010 -

06.2013)

Xiamen Silicom Technology, China

Huawei/Cisco partner, offering enterprise/campus wireless/wireline network

solution in China market

. Gathered and collated network requirements by working with clients and

colleagues.

. Designed secure and scalable networks by using cisco 2800/2900/7200

serials routers, 3750/4500/6000 serials switches, 3COM 3300-8800

serials switches and other hardware.

. Designed WIFI/IP-Telephony network for local customers by implementing

Cisco Aironet routers, Huawei BM6000 serials WiMAX routers.

. Assisted in sizing effort for the network part of projects.

. Worked with OS and application teams to ensure client service success.

. Followed both customer and company standard ITIL processes e.g. Change

Management.

. Liaised with support teams, working together to resolve customer

issues.

. Worked with clients during all stages of projects.

. Highlighted and documented all network risks of projects.

Selected Achievements:

. Designed the platform to collect real time data from remote ports (IP

system) and stored/analyzed in back-end system.

. Finished the development cycles of three product components (detect

devices/back-end platform/data transportation solution)

. Finished 15 projects that involved Cisco enterprise routers and voip

(CUCM/CME/SIP/SCCP/CIPC) technologies including Ningde Nuclear Plant,

Philips Healthcare plant Shenzhen, Magna Suzhou

Sr. Product Specialist (2000 -

2010)

Subex America (Formerly Syndesis), Richmond Hill, Ontario

Global telecommunication solution provider, offering operating solution to

Tier 1 Telco including Telus, Bell Canada, AT&T, British Telecom and Qwest.

. On call duty for 2nd level support ( 7X24 rotational).

. Provided support services to Sales team for demo's and proof-of-concept

projects and contract negotiations

. Troubleshoot the issue between OSS platform and customer network

components, mainly Cisco routers and switches (10k/7200/7000/2800/2900

routers and 6500/6000/4500/4000 switches), Alcatel-Lucent backbone

. Presented product support overview to customers/partners and RFQ/RFP

documents for internal and external customer's technical questions

. Setup Client account in ticketing system on direction from Sales

. Confirmed problem description and details,re-created problem, and

conducted triage (validate & resolve configuration issue, developed

diagnostics files and etc.)

. Re-tested work-around or fix and communicated with customer about the

solution

. Provided regular system reports to internal and external customers.

Selected Achievements:

. Awarded three Special Recognitions for outstanding contribution to SBC

and Telecom Italia projects.

. Collaborated to win AT&T (formerly SBC) DSL&IP/VPN (Cisco DSLAM,7200/7600

routers, 6000/6500/4500/4000 switches) contract (Cisco 10K/7000/5000/2000

serials, ALU 5620)

. Designed the crisis-control plan for Qwest IP/VPN Project(Cisco 10K/7000

serials routers, 3750/3560/3550 swithces), liaising with external client

teams and dispatching internal technicians to collaboratively execute

recovery strategies.

. Maintained satisfaction rate with virtually zero comebacks, interfaced

and communicated with internal and external customers, service writers

and co-workers: known for integrity and honesty in all customer dealings.

. Rescued jeopardized accounts by resolving key production issues for the

Telecom Italia IP/VPN Project(Cisco 10K/7600/7000 routers, 6500/6000/3750

switches, SUN/HP cluster servers). Remotely navigated a joint, 9 member

team (Alcatel, Nokia, SUN, and Telecom Italia) across a 2 months

investigation to identify root cause.

Technical Sales Engineer (system design) (1995 -

2000)

Fujitsu Limited, China

One of the world largest telecom equipment/service providers, headquarter

in Japan.

. Provided technical support to sales team in bidding project, POC, and

seminar to introduce new technologies and products.

. Analyzed/troubleshoot customers' technical issues, provided detail

solution, and created/executed detail action plan in timely manner

. Designed WiFi/PHS networks for enterprise customers, focusing on

transportation and utility industries

. Offering the latest technologies and equipment to the customers and

upgrade customer ATM, IP backbone network

. Troubleshooting/analyzing customer PHS/WiFi network and preparing RFP/RFQ

documents

Selected Achievements

. Designed/planned PSTN network for Chinese local carriers, finishing over

30 projects including Guiyang RSU network(PHS/WiFi), GSM gateway Fujian

project, Jiangxi switch network, and Xiamen X.25 billing and maintenance

data center.

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