Manager - Technical Support

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 Team Manager, I serve as a trusted advisor to our customers, helping them realize the full potential of our company’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 Google Workspace services.

Proficient in Linux/Unix, Windows server environments, network troubleshooting, Google Workspace product 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:

Engages deeply with customers to align business goals with best practices and desired outcomes.

Acts as a trusted advisor, enhancing the customer experience and removing technical barriers.

Drives adoption by connecting clients with partners, services, and tailored solutions.

Builds strong relationships through collaboration, education programs, and multi-channel engagement.

Business Skills:

●Drives pre- and post-sales activities, from client demos and onboarding to lead generation and renewals.

●Collaborates with Product and Engineering to prioritize enhancements and improve performance.

●Delivers actionable customer insights and detailed regional reports to support strategic decisions.

●Manages key accounts across multiple industries, ensuring strong relationships and high client retention.

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

GlobalLogic

Manager - Technical Support Operation <Google Workspace Project>

Mar 2025 - Current

Summary: Lead a Tier 2 Google Workspace Support Engineering team of 20 subject-matter experts, serving as the primary escalation point for lower-tier support while acting as a key liaison between Google operation management team, Product Engineering, and APAC Enterprise customers for Google Workspace.

Verizon / HCL Tech < Verizon Rebadge >

Manager – Account Service Manager / APAC Risk Management Leader

Apr 2022 – Mar 2025

Summary: Leads APAC risk management strategy, aligning business goals with proactive client solutions.

Manages teams across Japan and Singapore, fostering accountability and service excellence.

Builds strong executive client relationships to enhance satisfaction, retention, and growth.

Drives process improvements and transforms operations toward a customer success-focused model.

●Strategic Leadership: Spearhead the APAC risk management strategy, ensuring alignment with broader business goals and driving proactive risk planning to meet client requirements and resolve challenges.

●Team Management: Lead and mentor team members across Japan and Singapore, fostering a culture of accountability, continuous improvement, and client service excellence.

●Customer Engagement: Build and maintain strategic relationships with executive-level clients, offering trusted advisory services and driving service improvement initiatives to enhance customer satisfaction and retention across the APAC region.

●Performance Metrics: Conduct regular operational and business reviews, monitoring KPIs to ensure client objectives are met, adjusting strategies to improve service delivery and risk management.

●Collaboration: Work closely with cross-functional teams, including sales, customer operations, and global services, to identify upselling and cross-selling opportunities and enhance customer service outcomes.

●Market Insights: Stay informed about industry trends, competitor activities, and customer feedback, utilizing this information to inform risk management and customer success strategies.

●Process Improvements: Lead initiatives for process and system improvements, implementing best practices and driving operational efficiencies within the team.

●Structural Change: Successfully plan and execute the transformation of service delivery from a risk management-centric approach to a more sales and customer success-oriented workflow, optimizing team efforts for business growth.

Zendesk

Senior Technical Support Engineer

Aug 2020 – 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.

Lenovo

APAC Client Service Delivery

Aug 2019 – Jul 2020

●Managed end-to-end service delivery to enterprise clients, ensuring high-quality support and adherence to service level agreements (SLAs).

●Coordinated with technical teams to resolve incidents and service requests promptly, minimizing client downtime.

●Acted as the main point of contact for client communication, escalation management, and issue resolution.

●Monitored service performance metrics and implemented improvements to enhance customer satisfaction.

●Collaborated with cross-functional teams to ensure seamless delivery of hardware, software, and IT solutions.

●Supported account management activities by providing service reports, performance insights, and process optimization recommendations.

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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