Experience

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  Hp

  Jul 2007 - Aug 2008

  Global service desk technician

  Level 2 Helpdesk Technician in HP Global Service Center, support KONE and 3M account. also had the responsibility to organize and compile the technical documents and to train the new Helpdesk technicians.

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  Dow corning

  Aug 2008 - Dec 2016

  It helpdesk

  Play as Key member of Global Helpdesk team. Provide local language support (English, Chinese). Verbal and writtenFacilitate restoration of normal operational service with minimal business impact within agreed SLA levels and business prioritiesSingle Point of Contact (SPOC) to meet the communications needs of both Clients and IT Language support for IT project communications: Pilot testing, reviewing/translating/recordingCoordinator as Helpdesk with global support teams to provide test\update\follow up with global 2nd\3rd level support.Provide in depth evaluation of users problemProvide persistent follow up with 2nd level issues on users behalf until problem is resolvedMaintain helpdesk documentationDevelop Dow Corning standards, procedures and documentation for providing helpdesk servicesReview internal support process and script databasePropose improvement actions for continuous improvements to increase FPRTest/pilot new tool/support process/scripts for all new technologyKnowledge sharing with all Service Desk agentsProvided the on job training for Service Desk new technicians in Asia Team. Created the Helpdesk on job training materials and checking list. Provided the NEO training of IT area for all DC Greater China usersCreate, report and maintain performance metric dashboard. Analysis the ticket trends, provides all Helpdesk key KPIs with a visual result to the global management team.Contractor management, working time recording and management of all the Asia Helpdesk team members. Monitoring performance and give feedback to our remote manager.Helpdesk local team management, monitoring team member’s daily support activities, coach team members and measure the key KPI. Provide feedback to the management team. Hold weekly Helpdesk meetings.Arrange the working schedule of local team to make sure Helpdesk team provides a stable and sustainable support to our global clients. Show less

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  福特

  Jan 2017 - Jun 2019

  Executive support analyst

  Play as the first\end point contact of IT to support company Executive Level customers in AP. Provide 7 X 24 IT support of any IT issues and requirements raise by company Executive Officers including HW\SW issues, how to questions, build of home office, meeting support etc.

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  辉瑞

  Jun 2019 - Nov 2020

  Manager, elt & executive support

  Work in Upjohn Division. Single Point of Contact of any IT issues of company Executive Level Leadership who based in China. Provide 7X24 IT support to 8 Executive Level customers and 7 EAs in Global Headquarter and Beijing office. Including day to day white-glove IT support. Onsite\offsite meeting support, and home office support. Coordinate with Global Event support team and local GWS team to provide Executive level conferencing\Event support. Work closed with IT project team on piloting, educating ELT users on new technologies. Also take responsibility to manage the IT site services team based in Shanghai Global HQ to provide excellent end user services to 300+ end users based in Shanghai. Show less

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  Viatris

  Nov 2020 - now

  Manager, elt & executive support

  Perform the same R&R as in Pfizer Upjohn after the company name changed to Viatris. Be as China a key contact of company Integration Incident\Problem management in China. Work closed with cross functions to make sure IT process and support going as expect during the TSA period.