Technical Support Client Service

David LuWei

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

Email: **********@***.***

Professional Summary

A dedicated and multilingual professional with extensive experience in technical support, client service management, and risk management across the APAC region.

As a Sr. Customer Success Manager, I serve as a trusted advisor to Verizon's customers, helping them realize the full potential of Verizon’s services aligned to their desired business goals and outcomes. This helps to drive improvement in the customer’s experience at each touch point. Additionally, I am also responsible for providing best practices and key insights that drive increased customer results, adoption and consumption of Verizon’s cloud services.

Proficient in Linux/Unix, Windows server environments, network troubleshooting, and customer relationship management tools. Recognized for building strategic partnerships, mentoring teams, and driving service excellence. Seeking to leverage my expertise in a dynamic role where I can contribute to long-term business growth.

My Key Responsibilities include:

Deep engagement with customers to align their business goals and desired outcomes to best practices.

Removing technical blockers and identifying new projects.

Serve as a trusted advisor to the customer by understanding and improving the customer experience at each touch point.

Connect customers with partners and Verizon Services offers that accelerate customer adoption.

Build strong working relationships with internal and external partners by creating programs and education opportunities that will lead to increased adoption of Verizon Product and service.

Leverage video, chat, phone and demonstration environments to deep engagement with customers.

Business Skills:

Pre and Post-sales activities, including client demos and onboarding

Generate leads and contribute to sales campaigns

Validate, analyze, and prioritize product enhancement requests and fixes for Product and Engineering

Provide valuable customer intelligence that drives product improvements and sales performance

Prepare monthly reports, including intervention per employee and problem log overview for the region; write summaries of activities for the month identifying extended interventions and investigating the reasons behind them; take necessary actions for future prevention

Few years of managing key accounts within the insurance sector, Pharmaceutical sector, Heavy industry, Automotive industry

Successfully onboard new customers and drive the adoption of technology

Efficiently manage renewals to ensure client retention

Client-facing responsibilities to foster strong relationships and enhance customer satisfaction

Technical Skills

- Operating Systems: Linux/Unix, Windows

- Networking: TCP/IP, DNS, Network Troubleshooting

- Databases: SQL, SQLite, RDBMS

- Web Technologies: Basic XML, HTML, CSS

- Tools: Salesforce CRM, ServiceNow, Zendesk, Oracle, PuTTY, TeraTerm, WebEx, Zoom, TeamViewer, Office365, Wireshark

- Certifications: CCNA

Professional Experience

Verizon / HCL Tech < Verizon Rebadge >

Manager – Account Service Mgr / APAC Risk Management Leader

Apr 2022 – Present

- Lead the APAC risk management team, ensuring client requirements are met through proactive risk planning and effective resolution strategies.

- Maintain strong strategic partnerships with key clients, driving service improvement initiatives across the region.

- Manage a team across Japan and Singapore, providing leadership and guidance to enhance client service operations.

- Built trusted advisory relationships with executive-level clients, contributing to measurable business outcomes through strategic service plans.

- Led operational reviews, business reviews, and client meetings to ensure alignment with KPIs and client objectives.

- Manage 8-members team, overseeing service delivery and risk management across the APAC region.

Zendesk

Senior Technical Support Engineer

Aug 2021 – Apr 2022

- Provided high-level technical support and mentorship to new advocates in Japan and Manila, ensuring adherence to Zendesk’s standards.

- Collaborated with the Zendesk development team to resolve complex technical issues, enhancing service quality for Japanese clients.

- Pursued external learning in programming languages such as Python, HTML/CSS, and JavaScript to improve technical proficiency.

Autodesk

Product Support Specialist

Aug 2020 – Apr 2021

- Directed customer service operations, developing strategies to improve client satisfaction and performance.

- Worked closely with account managers to expand client accounts and better understand customer needs.

- Managed a personal backlog of support requests, ensuring timely updates and resolutions.

Lenovo

APAC Premier Customer/Client Service

Aug 2019 – Jul 2020

- Provided service request management and IMAC services, maintaining licensing information for corporate applications.

- Authored knowledge base content to reduce repetitive incidents and improve customer service efficiency.

- Collaborated with peers on complex issues, offering problem resolution and technical guidance.

Teradata

Technical Support Specialist

Apr 2017 – Mar 2019

- Extracted and analyzed logs and dump files to resolve customer issues, utilizing ServiceNow for ticket management.

- Mentored team members, fostering a collaborative environment to meet technical goals and KPIs.

- Managed an 8-member remote team in China, providing 24/7 support and reporting to a US-based line manager.

Oracle

Technical Support Leader

Apr 2015 – Apr 2017

- Delivered level one and level two support for Oracle’s Retail and POS solutions, resolving inquiries for over 400 stores.

- Conducted business reviews, aligned scorecards with client objectives, and enhanced customer satisfaction through strategic guidance.

- Managed a 5-member remote team in China, reporting to the Australia Manager.

ISFnet & SialSystem

IT Support Engineer

Jul 2013 – Apr 2015

- Provided IT support for servers, computers, and retail machines, resolving issues related to MS Office and hardware.

- Supported customers by querying SQL databases and delivering required data promptly.

Websense

APAC Customer/Client Service

Oct 2011 – Apr 2013

- Resolved escalated global customer issues, delivered fixes for code bugs, and communicated with external teams to improve product quality.

- Developed a solid understanding of core internet technologies and SQL, contributing to the enhancement of customer service.

Japan MoriO Press Industry

Overseas Employee Management

Apr 2006 – Dec 2008

- Conducted candidate interviews, produced reports, and supported recruitment efforts for overseas positions.

Education

Japan Kyushu Sangyo University

Bachelor’s Degree in Business Administration

Apr 2009 – Mar 2011

Japan Beppu University

Bachelor’s Degree in English

Apr 2003 – Mar 2006

International Cultural Exchange Institute

Apr 2002 – Mar 2003

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