Experience

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  Areva t&d (suzhou jinfeng rd)& alstom grid for 1year

  Mar 2009 - Mar 2012

  Servicedesk (external）

  1) Daily normal desktop support for 1374 (2287) users in the company scope all China ; 2) As dispatcher for company SAP support (Password management for production system) in IT management system scope of CEAP region; 3) In charge of “Asset Management”,” Change management”, “Knowledge base” models for the IT Service tool used. They have been deployed to all units in china; Have the experience to train all IT support related to the models; 4) As CEAP signal point of contact in the period of company cove-out and integration, handling all issues and communicating with the correct support to solve the matters; 5) As IT management tool (HP Open view) coordinator scope of CEAP Region. Monitor users’ and IT support’s request, feedback them to central team; Deploy central team’s process to region support; 6) As Tool expert of IT management system scope in China (Data collection, support defined etc); 7) Editing and analysing monthly report for region (CEAP) each month. Checking the solution rate, daily close rate, tickets’ backlog etc and reporting to N+1 managers; Show less

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  Aptar

  Mar 2012 - now

  The Support Center Specialist manages the continuous improvement of the IS Support process across the organization within the main objective to take ownership and restore normal service operation as quickly as possible and / or resolve requests accordingly our service level agreement to minimize the impact to business operations. Their main responsibility is to work with different groups to review key performance indicators, pro-active identify points of improvements in incident and service request processes, take ownership of critical situations, with always the focus of customer service satisfaction. Show less Aptar IS Support Administrator provides Level 1/2 Support by Remoting and/or physical support to all Aptar IS Business Colleagues for PC and related equipment, software installations, configurations, access to applications and information, mobile devices, and any issues related to the Services that are supported. This person will handle Remote Support, Dispatch for Physical Onsite visits to our customers and escalation. Site Point of Contact for Suzhou Site, coordinate with Business and Aptar IS multiple Support Teams. Show less

  • Senior Specialist, Support Services/Business Partner (HR,R&D, Finance) Asia

    Jan 2023 - now

  • Sr. Specialist Support Center Coordinator, Asia

    Jan 2021 - Dec 2022

  • Aptar IS Support Center Specialist

    Mar 2019 - Dec 2020

  • Aptar IS Support Administrator

    Oct 2015 - Mar 2019

  • Aptar IS Global Service Desk Technician

    Mar 2012 - Oct 2015