Jin Feng

Experience

• 

  Hewlett Packard Enterprise

  May 1999 - Dec 2003

  Pre-sale engineer

  » Design customized technical solutions» Customize configurations evolution» Pre-sale technical support for trial system» Generate quote, maintenance pricing, discount » Service delivery co-ordination & maintenance» Product lifecycle management & liaison

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  IBM

  Jan 2004 - May 2023

  Introduction: To work as a single point of contact for severity 1 and executive level customer escalations regarding IBM Hybrid Cloud storage products in APAC. To collaborate and partner with the entire of storage division to drive resolution to those escalations. The go-to person in APAC for customer’s escalations.RESPONSIBITLITIES: » To work on project-based escalations, to assist customers go production/upgrade etc projects» To work proactively with cross-geo L2/L3 Support/Product team/Sales/Service team closely, to identify customers at risk to prevent complaints/dissatisfaction/adversely affects sales and improve customer satisfaction » To work closely with customers to understand holistic story about the technical issues and related business impact, provide constructive follow up to customer and all related parties until final root cause/resolution deliver» To demonstrate leadership by interacting effectively with customers and internal teams, ensure negotiations are brought up mutually agreeable conclusions and situations are moved forward in the appropriate way» To work actively and prioritize on all the situations to ensure quick turnaround time between all teams and timely/clear communication with customer, to leverage resource to solve the issue as quickly as possible» To provide executive summary and review meetings with executives and VPs» To provide the feedback to Development team and product team on improving product quality from customer/support perspective Show less RESPONSIBITLITIES: » Second Support interface for Rational Configuration/Release tools on UNIX, Linux and Windows platforms world widely » Install and configure tools on variety of platforms and operations» Troubleshooting Rational ClearCase integrations with ClearQuest, Build Forge and other products such as IBM WebSphere, Apache,Tomcat,MSVisual.net,DB2,Oracle, etc» Write online Technical whitepaper to be used by IBM internal and external users worldwide» Use Rational tools and methodology to develop online applications Show less

  • Technical Escalation Manager

    Jun 2015 - May 2023

  • Technical Support Specialist

    Jan 2004 - Jun 2015
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  MongoDB

  Jul 2023 - now

  Escalation Manager