Experience

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  Hangzhou haina translation

  Jul 2009 - May 2010

  Freelance translator

  Freelancing as English-Chinese and Chinese-English translator at multiple translator firms including Hangzhou Haina Translation, to support living expenses while preparing for Graduate Studies Entrance Exam (where I failed to get admitted to the target school in the end). However, as an extra reward, I acquired good translation & language skills, and passed the certification exam of China Accreditation Test for Translators and Interpreters (CATTI), Translator Level II, which is equivalent to the graduating qualifications of Master of Translation degree. Show less

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  Hewlett packard

  May 2010 - May 2012

  - Responsible for the training of Global Service Desk Beijing, Ericsson Account- As Process Lead of the team, was responsible for updating, auditing, training and consultation of all processes related to daily support operations- Also worked as Customer Complaint Manager, responsible for tracking complaints, calling-back customers, driving for solution, and confirming closure of all customer complaints towards Ericsson's IT services- Started to work as Regional Case Coordinator for Beijing hub in 2013, responsible for generating and analyzing Incident Reports, identifying trends/problems/violations and driving corrective actions- Member of Leadership Team of GSD Beijing Show less

  • Service Desk Trainer

    Jan 2011 - May 2012

  • IT Service Desk Call Agent

    May 2010 - Dec 2010
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  Ericsson

  May 2012 - Dec 2015

  - Work as Operational EPM on shifts. An O-EPM is responsible for: • Actively monitoring all ongoing emergencies in the hub, providing guidance and help to the RLs • Initiating escalations towards different stakeholders (e.g. Tier2 mgmt, Design Unit, Customer Unit mgmt, etc.) to address issues impeding the recovery of emergencies • Handling management escalations raised by all stakeholders regarding ongoing emergencies by taking actions, hosting management conferences and mediating conflicts etc., with the aim to ensure fast recovery of emergencies as well as protecting Ericsson's business & image • Following up with problems discovered during emergencies, driving improvement/preventive actions • Periodically checking team KPIs and trends, sponsoring actions against identified problems and providing alerts to higher management • Managing daily operational affairs during the duty shifts- Work as a Team Leader of Recovery Leaders, responsible for: • Leading, helping and motivating team members during daily operations • Training, couching and mentoring of team members • Designing, managing and maintaining the Roster of all RLs/EPMs to ensure normal operation of the Emergency Handling business- Work as SPoC for WRAN Technical Domain in Emergency Handling Department • Keep close connections with WRAN Domain (the Tier2 department providing technical support for WRAN products) to ensure daily cooperation during and outside emergencies • Hold periodic meetings with WRAN Domain and other stakeholders to discuss major emergencies, existing problems and improvement plans • Provide feedback to relevant parties and drive for improvement/corrective actions, aiming at avoiding emergencies and/or accelerating recovery in future • Involve in the development, improvement and popularization among Regions of certain Best Practices for Network Maintenance, Remedy Guidelines, Emergency Recovery Procedures and Communication Packages, for WRAN products Show less The Recovery Leader (RL) is responsible for the effective restoral of service during an emergency situation, where there is a major outage/disturbance in customer's networks.The primary focus of the RL is to assemble a team of specialists and to lead them towards prompt recovery of the system. Key Responsibilities:• Determine if the Event is properly classified as an Emergency and takes appropriate actions.• Ensure that the recovery is proceeding in a timely and efficient manner.• Ensure effective and efficient collaboration of the Recovery Team, securing smooth communication, clear roles & responsibilities, clear and correct direction & mindset, ideas being prompted & properly judged, as well as prompt execution of actions• Involve in technical discussions when applicable, guide directions and perform sanity checks, ensure use of knowledge library tools and historical intelligence• Update Event News with the progress of the recovery.• Monitor & ensure appropriate competence is involved in the Recovery Team, and expand the team when required.• Assure that the technical staff is aware of how to locate site specific information, e.g., remote access details, installed base data, etc. Assist with acquisition of same if necessary.• Assist the SDM in handling any political issues with regards to the event, thus allowing the technical specialists to focus on technical matters.• Initiate management escalations as necessary.Responsibilities out of Emergencies:• Perform Long-Duration-Event (LDE) Analysis, working with technical specialists to identify the major causes of the restoration time of an Emergency exceeding lead time (4hrs) as well as areas of improvement• Drive the fulfillment of certain special assignments such as follow-up activities, improvement actions, and the timely delivery of urgent corrective plans/packages/RCA/etc. for customers, typically working together with Tier2 or Design Unit Show less

  • Emergency Performance Manager

    Aug 2014 - Dec 2015

  • Recovery Leader

    May 2012 - Jul 2014
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  Shanghai buffplus co.,ltd

  Dec 2015 - Jul 2016

  Director of product & operations
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  Shanghai yifen culture co., ltd

  Jul 2016 - Jan 2017

  Founder & ceo
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  Yijun (shanghai) technology co.,ltd

  Feb 2017 - now

  Coo