Customer Service Quality

TOM J. TSAI

*******@*****.*** 404-***-**** (c)

SKILLS

• OS: Windows 9X, 2000, XP, VISTA, Windows 7, Server 2003 & 2008, Sun Solaris, Linux Red Hat, Fedora, and

CentOS 5.

• Applications: SQL, Oracle, PL/SQL, MS Office Suites,VMware, Netop, VNC, Remote Desktop, Weblogics,

WebSphere, JBOSS, TOMCAT, Apache, JIRA ticketing system, Nagios, Webmetrics, MS Active Directory, Cold Fusion,

IIS, XML, SQL Server 2008, Akamai, AutoCAD, MACOLA, Alliance MFG, Crystal 8.0, Sales Force, and Service Desk.

• Networking: FTP, Telnet, VPN, DNS, SSH, DHCP, TCP/IP, HTTP, F5 and apache load balancer

• Hands on experience in configuration of Splunk and Modules for POS transaction (15+ billions transaction annually)

• First team to response and investigate security incidents on financial transactions such as Vanilla Visa and MC prepaid

cards, whereas PCI DSS protocol is followed.

• Highly experienced with DevOp system upgrades.

• Extensive knowledge in handling and analyzing sample waste materials in accordance to EPA and state regulatory

protocols.

• Experienced in SSIM, blueprint and schematic reading, interpretation, and development.

• Excellent in multi-tasking, and team working skills.

• Skilled in communications and development of problem solving strategies.

• Fluent in both English and Mandarin.

EXPERIENCE:

TravelClick Inc., Atlanta, GA Apr 2012 – Current

NOC Engineer

• Reviews and analyzes application systems including testing, and installing to support Client

• Review logs of servers and applications to diagnose problems in the production or testing

• Testing of production fixes in the test environments to ensure they have resolved given issue as well as ensure

production fixes do not cause other issues.

• Develop technical system support documentation.

• Follow appropriate change management procedures to manage and document changes to

monitor operational environment to ensure internal and customer Service Level Agreements are

identify and implement technical and process improvements to enhance system availability.

• Manage test environments all the way to production environments with deploying new code and

configuration of the system and the application dependencies with application smoke testing.

• Create new users and manage org unit permission level in Active Directory.

• Solid understanding of Middleware (JMS, Servlet, Web Services, JBOSS, Tomcat)

• Solid understanding of IIS and Cold Fusion on Windows servers and configuration to support customer website url

server hosting requests.

• Troubleshoot connections of servers and all locations to the processes as well as escalations to proper resource team in

triage management.

• Knowledge of how XML, JAVA, HTTP files work, and breaking points.

• Knowledge of Database and how data flows in the Oracle ERP environment.

• Query Database for information if reservations are being processed fully or events moving successfully from source to

target in database.

• Research, troubleshoot, and resolve system performance issues and outages.

• Troubleshoot and resolve complex problems to ensure minimal disruption of mission-critical applications.

• Providing technical mentoring to peers and partner organizations

Interactive Communication; Atlanta, GA May 2009 – Apr

2012

NOC Technician

• Provide initial responses to both automated and reported issues.

• Provide timely escalation of events to appropriate support personnel for additional assistance when necessary.

• Document issues utilizing ticket system by describing symptoms, diagnostic procedures, and event solutions.

• Assist customer to correctly identify the source of their problems and troubleshoot.

• Communicate ongoing status reports to appropriate internal and external personnel.

• Responsible for monitoring a 24/7/365 large enterprise production environment by utilizing various monitoring and

reporting utilities such as Big Brother, Sitescope, Solarwind / Orion, and Splunk.

• Responsible for monitoring and assuring the correct operation of all applications and servers used for processing

prepaid transactions and debit card transactions.

• Responsible for timely identification of troubled nodes and corresponding IP’s in events of circuit troubles and contact

the TELCO providers to create trouble ticket for further investigation.

• Provide support for deployments to tail / grep real time transactions in both test and production environments.

• Use various tools (nslookup, ping, trace route, browser, etc) as well as correctly locating and identifying errors from

log files to quickly verify reported events; and when necessary, identify impacts and follow procedures to send outage

notifications to corresponding teams and partners.

• Use remote administration software (Terminal server, Remote desktop, Telnet, etc) to verify and correct reported

events.

Maxxis Corporation; Newnan, GA

Quality Manager Nov 2001 - Jan 2009

• Hands-on developed a successful implementation and registration of quality management system for registration of

ISO 9001:2000 standards within 1 year as the Management Representative.

• Train all levels of personnel throughout the organization for better understandings of ISO 9001:2000 requirements.

• Improve and promote accident free work environment and compliance to OSHA safety laboratory requirements under

40 CFR 1910 through hands-on investigation of root causes of every cases of work-related injuries.

• Lead internal audits on quality management system.

• Successful implementation of several cost improvement projects through hands-on experiences via better labor

utilization and improvement on assembly line process from batch to continuous flow which increases productivity capacity

by more than 50%.

• Establish and maintain quality standards and improving the quality process throughout the organization to meet and

exceed customer expectations.

• Responsible for preparing, handling, and analyzing environmental samples for waste treatment system in compliance

to EPA, ASTM, and County regulatory protocols.

• Responsible for coordinate, documentation, and reporting of periodical disposal of chemical and solid waste hazardous

materials.

Maxxis Corporation; Newnan, GA

Assistant Quality Manager Mar 2001- Oct 2001

• Verify the application of quality specifications per customer driven requirements, product specification, and

established work instructions for all levels of productions.

• Supervise with hands-on expertise on reworks and root cause analysis team for effectively implementing corrective

and preventive actions to exceed customer quality expectations.

• Interfaced with customers, suppliers, and all levels of management, including oversea R&D for new product

developments.

• Assist in establishing and maintaining quality standards and improving the quality process throughout the organization.

• Approve wheel blueprints for special customer orders.

Maxxis Corporation; Newnan, GA

Quality Engineer/Chemical Analyst Jan 2001- Feb 2001

• Develop advance tooling for improving process performance and product conformances.

• Develop quality documents fulfilling APQP & PPAP requirements as Tier 1 supplier of FORD TH!NK PROJECT and

major OE customers (Honda, Yamaha, Suzuki, Arctic Cat, Kubota, and John Deere).

• Develop wheel blueprints for special customer orders.

Rutgers University; Department of Chemistry

Teaching Assistant Aug 1998 - Jun 2000

• Provide teaching support to professors.

• Prepare and teach weekly tutorial sessions.

• Teach chemistry labs ranged from fundamental to advanced levels.

Rutgers University; Department of Chemistry

Research Assistant

• Conduct solid phase synthesis of bioactive peptides constrained of conformation by lactam, bridge and disulfide

bridge.

• Use peptides with aimed conformations analogous to residues 662-667 of HIV-1’s HXB2 viral envelope glycoprotein,

gp41, affinity to monoclonal antibody, 2P5, and for HIV immunoglobulin (HIVIG) can be assayed and studied by

fluorescence, UV-VIS, circular dichroism, ELISA, BIACORE, and high resolution NMR.

• Conduct synthesis, purification, and melting studies of N15-labelled monomer for RNA and DNA oligomers.

• Determine the conformation and structure of designed peptides by high resolution NMR.

• Use peptide model to investigate the fibril formation of pancreatic islet amyloid associated with-cell damages and

progression of type-II diabetes by circular dichroism, fluorescence, and high resolution NMR.

• Conduct synthesis and purification of imine analog to 2-Methyl-(Z)-4-(phenylimino) naphtha [2, 3-d] oxazol-9-one at

the N15 position as an antitoxin agent against breast and skin cancer.

EDUCATION:

Bachelor of Science. in Chemistry & Biochem; HIGH HONOR; Georgia Inst. of Technology

Master of Science in Chemistry & Bioorganics; Rutgers University

Last revised on April. 2014

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