Deep Enrich
An Cong
Technical Support Engineer
269 followers
China
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About me
High Touch Operations Manager at Cisco
Education
Jilin University
1999 - 2003Bachelor of Engineering Tel-communication Engineering
Unitec New Zealand
2004 - 2004Certificate Certificate in Intensive EnglishCertificate in Intensive English (Advanced)
Unitec New Zealand
2005 - 2006Graduate Diploma Computing
Dongbei University of Finance and Economics
2010 - 2013Master Degree Master Of Business Administration
Experience
HP
Nov 2006 - Jun 2007Technical Support EngineerReceiving phone calls from HP customers in North American regions and to provide technical support on HP laptop computers.Specialties: software installation, trouble shooting on hp built in applications, network troubleshooting, and hardware installation etc.
Avaya
Jun 2007 - nowI work as Technical Support Manager for Avaya service desk for APAC region, leading the team to provide post-sale product support to Avaya direct customers and business partnersOperation responsibilities:- Manage team daily operations.- Ensure Team SLA to meet targets. - Manage team efficiency and KPIs evaluation- Team training and development- Quality assurance and quality improvement- Critical customer escalations - Work closely with regional management on process improvement and customer satisfaction. Show less
Technical Support Manager
Jun 2012 - nowSenior Technical Support Engineer
Jun 2007 - Jun 2012
Cisco
Jun 2014 - nowHigh Touch Operations Manager
Licenses & Certifications
ACA
AVAYAACE
AVAYAACIS
AVAYAACS
AVAYA
Languages
- enEnglish
- chChinese
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