Hao-Yu Yeh

Experience

• 

  Taipei Municipal Elementary School

  Jul 2005 - Jun 2012

  System and Network Administrator
• 

  D-Link

  Nov 2012 - Apr 2014

  Technical Support Engineer

  Responsibilities:1. Technical Issue Resolution: -Successfully resolve 80% of customer inquiries within the first interaction. -Maintain an average response time of less than 48 hours for non-critical issues.2. Documentation and Knowledge Base: -Create 5 new technical articles per quarter for the company’s knowledge base. -Achieve a 90% accuracy rate in technical documentation.3. Training and Education: -Participate in monthly training sessions to enhance technical skills. -Assist in onboarding new team members by sharing product insights.4. Customer Communication: -Communicate with customers via email and chat to address simple IT issues. -Provide clear and concise instructions for troubleshooting.5. Product Testing and Validation: -Assist in testing new product releases to identify issues. -Validate product functionality and performance against specifications. Show less

• 

  合勤科技

  May 2014 - Jan 2016

  Senior Technical Support Engineer

  Responsibilities:1. Technical Issue Resolution: -Successfully resolve 90% of customer inquiries within the first interaction. -Maintain an average response time of less than 24 hours for critical issues.2. Documentation and Knowledge Base: -Create 10 new technical articles per quarter for the company’s knowledge base. -Achieve a 95% accuracy rate in technical documentation.3. Training and Education: -Conduct monthly training sessions for internal teams, partners, and customers. -Ensure 100% participation in product training among new hires.4. Marketing Support: -Collaborate on 5 solution briefs annually to highlight product features. -Assist in 3 major product launches per year by providing technical insights.5. Product Enhancement Feedback: -Provide detailed feedback on product enhancements to R&D teams. -Participate in 10 product testing cycles per release. Show less

• 

  RUCKUS Networks

  Feb 2016 - now

  Responsibilities:1. Escalated Issue Resolution: -Successfully resolve 95% of escalated technical issues within the first week. -Maintain an average response time of less than 12 hours for critical escalations.2. Root Cause Analysis: -Conduct detailed root cause analyses for 20 escalated cases per month. -Achieve a 90% accuracy rate in identifying underlying issues.3. Quality Assurance Process Enhancement: -Propose and implement 3 process improvements per quarter to streamline issue resolution. -Monitor the impact of process changes through monthly metrics tracking.4. Collaboration with Development Teams: -Collaborate with development teams to ensure 100% alignment on defect resolution priorities. -Advocate for timely fixes based on customer impact and severity. Show less Responsibilities:1. Defect Identification and Reporting: -Successfully identify and document an average of 15 defects per week during testing cycles. -Maintain a defect resolution rate of 90% within the specified time frame.2. Regression Testing and Bug Verification: -Execute 50 regression test cases per release to validate resolved defects. -Achieve a 100% success rate in verifying bug fixes and enhancements.3. Escalation Support: -Respond to escalated technical issues within 24 hours of receipt. -Collaborate with cross-functional teams to resolve 80% of complex issues within the first week.4 .Continuous Learning and Skill Development: -Complete 2 online courses per month to expand technical knowledge. -Participate in weekly knowledge-sharing sessions to enhance team efficiency. Show less

  • Staff QA Engineer in Engineering Escalation Team

    Jan 2019 - now

  • QA Engineer in Engineering Escalation Team

    Feb 2016 - Dec 2018