RESUME

PERSONAL INFORMATION

Name: David LuWei

Gender: Male

Mobile Phone: 81-80-926*-****

E-mail: ad3m42@r.postjobfree.com

SUMMARY

Native Chinese, Japanese N1, Fluent English

Windows OS, Linux/Unix operation, server operation and monitoring management, customer service experience

Can actively communicate, can do attitude

Cheerful and ambition personality

Before I joining Verizon, all my previous position were technical support engineer, as you may know, technical support role is basically 24/7 work environment.

Due to the change of my family environment, try to keep work/life balance, there was a frequent change in my previous work experience.

I understand that my recent job history may indicate frequent company changes, actually I learned a lots, this is including the different work environment, different products (software & hardware &Web Application, etc. also with the different chance improved my personal skill set.)

While my previous experiences have allowed me to gain a diverse set of skills and insights, I am now focused on finding a role where I can make a lasting impact and contribute to a company's growth over the long term.

TECHNICAL SKILL

Knowledge of Linux/Unix, Windows server and SQL& SQLite; RDBMS & DWH

Basic knowledge of XML, HTML & CSS

Knowledge of TCP/IP Services, DNS, Network troubleshooting

Certifications in areas of core support responsibility – CCNA

Support Tool: Salesforce CRM; ServiceNow; Zendesk; Oracle; Putty; TeraTerm; WebEx; Zoom; Oracle Chat; TeamViewer; Office365; Wireshark

WORK EXPERIENCE

Nov.2023 ~~ Currently HCL Tech Manager – Account Client Service / APAC Risk Management Leader

Verizon Business build strong strategic partnership with HCL Tech that bring together the best of Verizon Business’s global scale and local presence and HCL’s strength in broader IT services and technology platforms to create a modern, digital and data-driven network service model for our customers,

and our Organization<GSO> transfer to HCL Tech on 1st.Nov with the same job responsibilities as before.

April.2022 ~~ Currently Verizon Senior Client Service Manager / APAC Risk Management Leader

Manage the client experience for large scale global multi-discipline clients.

Build a trusted/strategic advisor relationship at the executive decision maker levels with each assigned client to drive measurable value of Verizon’s technology and services.

Engage clients to gain in-depth knowledge of their business objectives.

Develop a strategic service plan with clear KPIs that aids the client in achieving their outcomes, and manage internal stakeholders to executive effectively on the service plan.

Prepare, schedule and lead Monthly Operational Reviews, Quarterly Business Reviews, knowledge share events and ad-hoc client meetings to track KPI performance against the clients’ outcomes.

Actively propose value-add continual service improvement activities based on customer feedback and lead successful implementation of these initiatives.

Develop and share best practices with client service team members and internal stakeholders to enhance the quality, effectiveness, and efficiency of our overall support of customers.

Propose improvement and enhancement initiatives and lead to completion.

Advocate customer needs/issues cross-departmentally, and govern the effective resolution of needs / issues within Verizon’s global team.

Collaborate with Sales team on account strategy, and identify opportunities for account expansion of products and services within their accounts.

Provide pre-sales consultancy to support new logo growth.

Management 8 team members based in Japan and Singapore and will report to Boss who is based in Singapore.

As Leadership for APAC Risk Management team (Management 4 Risk Team Members based in Singapore, Australia, and HK), arrange weekly meeting according weekly Risk update from the client / Sales Rep., and following the customer’s requirement provide necessary risk plan.

Aug.01st.2021 ~~ April.2022 Zendesk Senior Technical Support Engineer

As a Senior Technical Support, I have all the duties of responsibilities of a Customer Advocate, however I have taken on additional work as part of my role.

I help onboard and mentor new advocates from Manila and Japan, ensuring they provide high level customer support as expected by Zendesk. This includes ongoing mentorship with "Mentor Hours". Furthermore, I am involved in “swarming” where it involves assisting fellow Advocates with any questions that they may have around a ticket they’re working on or how to best assist a customer.

As part of the role, it requires me to deep dive into highly technical issues, collaborate with others and work towards fixing issues with the Zendesk Dev team. From time to time, I will assist our Japanese customers and work with our Advocates based in Japan on projects and tasks.

Whilst I have been in this role, I have been learning externally how to computer program under the languages of Python, HTML/CSS and JavaScript.

August.01st.2020 ~~ April.2021 Autodesk Product Support Specialist

Oversee the operation of the customer service function and provide guidance and directions in the management

Identify and monitor key performances standards across operational departments and formulate improvement plan to ensure customers’ satisfaction

Enforce customer service culture in the team and develop ongoing/ad-hoc motivation scheme to encourage performance

Working closely with our Professional Services team and Account Managers to help them to expand accounts we are working with, to better understand the needs of the customer

Actively manage the personal backlog of support requests

Manage customer expectations by providing timely updates on the progress

Use SalesForce.com CRM tool effectively for ticket management and processes

August.01.2019 ~ July.31st.2020 Lenovo APAC Premier Customer/Client service

Provide Service Request and IMAC (Install, Move, Add and Change) services for requests logged in ServiceNow

Participates in maintaining licensing information for all corporate desktop applications and operating systems using established process

To be proactive in the avoidance of repetitive incidents through publishing “how to’s” and “tips” to users on a regular basis and ensuring that the knowledge base in ServiceNow is kept up to date at all times

Responsible for sharing acquired knowledge concerning problem resolution with others to be used in the future problem resolution. Participate in eService content creation

Use communication tool contact with the customer and partner, such as Oracle chat /Cloudistic chat tool. Validates technical information and issue an early warning and disseminates

Ability to work independently and in a high-pressure environment, good customer handling skills

Collaborate with peers/mentors/coach/SME on complex issues

Can assist in problem recreation and analysis of customer issues

April.16.2017 ~ March.31.2019 Teradata Technical Support Specialist

Cooperation with field engineers, provide process management along with the technology and knowledge necessary for solving customer problems.

According to daily issues, each day will be extracts logs and dump files from customer environment by remote connection for analyst issue. In addition to gather information, also responsible for problem definition communication with customer.

Use ServiceNow tool effectively for ticket /customer/internal development team management and processes

Knowledge of Windows/Linux/Unix Operation system; Windows server and SQL& SQLite; RDBMS

Research client's issues in a timely manner and follow up with the customer with recommendations and action plans.

Mentor new member by answer technical questions, escalating cases and teaching detailed process development and motivate members to achieve team goal and their KPI

Remote management 8 team members based in Dalian, China for 24/7 work shift and report to line manager based in the US

Participated in team meetings weekly, ask questions and provide input on case backlog, technical process, and new processes within the development team.

Utilize previously acquired technical experience to become actively involved in day-to-day technology team to meet schedules and resolve problem

April 2015 – April.2017 Oracle Technical Support Leader

As a member of the Support organization, resolve customer inquiries via phone and email. Focus on providing between level one and level two support including problem resolution within published goals using the Knowledge Base, write product documentation, use Web Resources, and Lab Testing, etc. to resolve issues.

Effectively conduct weekly, monthly and quarterly business reviews

Strategically align balanced scorecard with client objectives and key results area

Ensure outstanding Client Satisfaction surveys through effective training, metrics delivery

Provide guidance and real-time resolution on a wide range of technical and non-technical customer issues.

Handle open service requests that are dispatched, implement fixes, (i.e. simply SQL scripts, and document the case for escalation), analyze the software problem and write case notes in the tracking system.

Support over 400 stores in Oracle’s Retail and POS solution. (POS/SIM/iOS APP)

Resolve customer inquiries via phone and email

Processed inbound and outbound technical support calls closing an average of 30 calls daily (20% above quota)

Work on problems of moderate scope where analysis of situation or data requirement review of variety of factors

Remote management 5 team members based in China team and report to our Australia Manager

Contributed through advisement and problem resolution to build and maintain good rapport with customers

Solved customer's online billing and account issues quickly and efficiently to build a long-term relationship.

Review the customer satisfaction survey scorecard and analyze trends and plans to enhance service and productivity

SQL Database; POS system troubleshooting; iOS (iPhone,,iPad) application troubleshooting

July.2013 – April.2015 ISFnet & SialSystem IT Support Engineer

July.2013~Apr.2014 ISFnet IT Support engineer

Apr.2014~Apr.2015 Sial System IT Support Engineer

Starting servers, computers, Retail machines (POS Devices)

Providing support to different Ms office problem and hardware issue

Providing support to find required date for the customer using SQL requests on databases

Oct.2011 – Apr.2013 Websense APAC Customer/Client Service

Responsible for solving issues escalated from global customers.

- Plan and delivering fix to customers for issues caused by code bugs.

- Plan and delivering new features requested by customers on existing releases.

- Communicating with external teams to improve the quality of the product, as well as providing better service for customers.

Good understanding of core internet technologies - DNS, mail transport, TCP/IP, and network file systems

Basic knowledge of SQL; Basic knowledge of TCP/IP Services

Certifications in areas of core support responsibility – CCNA

April. 2006– December. 2008 Japan MoriO Press Industry

Overseas Employee Management

Work very closely with project manager actively look for quality candidates for company

Gather contact details based on criteria given by Department manager

Conduct initial phone interviews with candidates

Personal interview with qualified candidates

Produce necessary reports and supporting documents for candidate presentation

EDUCATION

April. 2009 – March. 2011 Japan Kyushu Sangyo University

Bachelor’s degree

Majoring in Business Administrator

April. 2003 – March. 2006 Japan Beppu University

Bachelor’s degree

English Department

April. 2002 – March. 2003 International Cultural Exchange Institute

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