Hubert Cheng

Experience

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  Military Services

  Jan 1985 - Jan 1996

  Staff Sergeant

  Supported network communication switching system. Supervised and evaluated 15 subordinates. Provided on going training and troubleshooting.

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  UCSF Medical Center

  Jan 1988 - Jan 1992

  Radiation Technician
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  Bloomberg Financial Service

  Nov 1996 - Jun 1997

  Field Service Engineer

  As a Field Service Engineer for Bloomberg Financial Services, my duties were to troubleshoot, install, and diagnose both open/close Bloomberg terminals. In addition, ensured all data feed communication equipment at client’s facilities are functioning properly for the continuous transmission of Bloomberg Market Data.Responsibility included: install, maintain, and troubleshoot Bloomberg terminals site survey, hardware, software, circuits, and customer information ISDN, T1, NT/95 workstation, printers, routers, hubs, switches, video, audio, telco circuits and Cat5. Show less

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  Bloomberg Financial Services

  Jun 1997 - Aug 1999

  System Administrator/Project Manager

  As a primary Network/System Administrator for the western region I was responsible for the operations and maintenance of the News/Sales Network infrastructure, Supervised and trained other administrators to perform daily administration and maintenance of file servers and network components, supported the Desktop Operations group with network-related requests, and participated in projects to maintain the growth of the network. The demands of the News/Sales team dictated the network and computer system to have an up time of 99.7%. Show less

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  IManage

  Aug 1999 - Aug 2000

  System Engineer

  As a System Engineer working on projects of diverse scope and complexity, I am responsible in providing system design and troubleshooting expertise for fault tolerant, mission-critical servers running iManage's Windows and Internet-based Content Management Systems (CMS) software(s).Responsibilities include providing standard and customized demonstration of product capabilities; delivery of prototypes and Proof of Concepts and serve as a liaison between our sales force and customer/vendors to build solid business relationships for future reference.Facilitate resolution to technical telephone and/or on-site application support to customers. Provide solutions to questions on functionality and/or usage of knowledge and document management product line. Facilitate communication between iManage and Fortune 1000 customers. Technical responsibilities include problem identification, system architecture definition hardware/software specification and/or design, implementation, testing, client training, and deployment.Consult Application Developers on distributed database administration (MS SQL 6.5/7.0) performance and tuning issues. In addition, assist and provide feedback to development on integration issue on our database infrastructure products.Troubleshoot and provide various solutions to end-user application integration such as MS Office 97/2000, Corel 8/2000, and other ODMA, COM compliance software on multiple OS platforms (Windows 9X, NT, 2000X, Terminal Server 4.0, Citrix, MetaFrame 1.8, Netware 4.11/5.0). Show less

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  Interwoven

  Aug 2000 - Aug 2007

  Senior Support Engineer

  As a Support Engineer working in a call center, I am responsible in resolving complex enterprise issues which includes upgrades, installs, and application integrations on multiple platforms to provide the highest level of customer satisfaction and to increase solid customer reference to promote future sales of our products.I was instrumental in resolving several large account issues, which have prevented the loss of future sales and strengthen the relationship between our customers. As a result, additional licensing seats were sold and new products were considered.Design and establish a lab environment to replicate customer's enterprise environment, which included Microsoft/Novell workstation and server platforms with limited resources. Provide technical feedback to the training department for more productive training session to decrease call volumes in the support center and increase knowledge awareness of our products with our partners and customers.Provide leadership and guidance in resolving issues that are more complex with Junior Support Engineers. Show less

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  Thomson Reuters

  Aug 2007 - Dec 2018

  Technical Account Manager

  Provide pre-sales support, post-sales support, management of technical escalations, and assistance in managing campaigns and projects across the account base. Drive client loyalty/satisfaction by ensuring high reliability and performance of Thomson Reuters' services and products. Provide technical assistance to the Account Management Sales Team, answering client configuration questions, assisting in new client proposals, and assist in managing major product installs, as well as management of major technical client escalations.Provide assistance to clients in assessing the suitability of currently installed services, software and infrastructure for current and future industry and market requirements. As new product become available, provide guidance on the benefits, features, and application of these products in the client's environment. Manage installation and integration of all significant or high risk/strategic value services. Coordinate with Account Management, Engineering, and Order Management groups to implement new products.Serve as an escalation point/single point of contact for any significant client technical issue (either service or installation related), provide leadership and coordination of all efforts in conjunction with Help Desk resources to resolve issues and manage communications between resolver groups and the client. Manage capacity at the client site through frequent review of bandwidth reports and system level capacity reports. Ensure that clients are attentive to their LAN and Systems environments to ensure that sufficient capacity exists throughout the service delivery chain.Perform a dual advocacy role - promote and support Thomson Reuters' products and services to clients; advocate internally to ensure that assigned clients receive the best possible service. Show less

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  LSEG (London Stock Exchange Group)

  Jan 2019 - now

  Deliver world-class customer onboarding experience for Refinitiv solutions by knowing our customers, engaging proactively, and ensuring swift and accurate delivery of Refinitiv products and services to drive rapid revenue realization for our business. Project manage Customer Implementations and act as the customers’ single point of contact for implementations from order signature to a billable service delivery.Proactively manage all migration and upgrade projects Coordinate client site hardware / software changes Fulfill technical hardware orders Administer software downloads for clients Notify client of important Refinitiv technical / configuration changesMaintain documentation of client-site infrastructure, process, and key contacts Onboard clients onto self-help processes (Service Alert subscriptions, review Statement of Service, methods of contacting the support desk, etc.) Quote circuit pricing Monitor the overall technical health of the customer (circuit breach report, deployed hardware, etc.) Show less

  • Implementation Relationship Manager

    Jan 2022 - now

  • Senior Customer Onboarding Specialist/ Project Manager

    Jan 2019 - Jan 2022