Miao(Angela) Sun

Experience

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  Sony Systems

  Jul 2008 - Mar 2014

  System Engineer

  Development and maintenance work is required, upgrade systems base on the requirements from users and fix bugs. Taking responsibilities for full life cycle of jobs related to designing, coding, testing, deployment, maintenance and troubleshooting.

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  Oracle (China) Software System Co., Ltd.

  Mar 2014 - Aug 2020

  Senior Technical Support Engineer

  Oracle Service Cloud is a CRM solution that improves customer service and daily operations through the use of its service request management, knowledgebase, and customer portal. CX Service provides everything including Live Chat, Email Support, Smart Engagement, Analytics, Brower UI, Case Management et al. CX Service is also friendly with customized Process Designer, Custom Process Model (CPM), Service Process Model (SPM) , REST API, SOAP.1 Provide technical support at a high-level solutions and service improvement on cloud software2 Provide timely escalation and resolution on complicated issues3 Created training documentation to share troubleshooting skills with the team and guide customers4 Achieved 80% in documentation of all incidents in knowledgebase5 Collaborate with worldwide engineers to provide best cloud service6 Work with develop team on enhancement requests and customer feedback7 Provide Multi-language support in both English and Japanese Show less

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  Rockwell Automation

  Nov 2020 - Dec 2021

  Senior Technical Support Engineer

  FactoryTalk ProductionCentre is a comprehensive MES that can help customer meet a range of productivity, quality, compliance and cost-saving goals in Industrial. ProductionCentre integrates manufacturing execution, supplier management, quality assurance, repair, business intelligence, and a data management infrastructure to help global supply chain partners improve delivery and quality while reducing cost and inventory throughout the product lifespan. Comparing with fast growing technology in Software Information Field, FactoryTalk ProductionCenter is built for Industrial, it is using more traditional Technology and interacted with more server based applications.Key Responsibility:1. Work with customers to resolve their application and product issues, which will allow the customer to maintain or improve their system.2. Provide Support Services between customer and Developers, System Administrators, Field Consultants, and Engineers.3. Create and publish knowledge base articles, answers or videos for reference by customers and Internal employees. Show less

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  Aerospike, Inc.

  Sept 2021 - now

  Senior Technical Support Engineer / Solution Architect

  Aerospike is a globally distributed, multimodal, real-time data platform which powers applications with predictable sub-millisecond performance from terabytes to petabytes of data with five nines uptime with strongly consistent data.Key Responsibility