An Cong

An Cong

Technical Support Engineer

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  • Timeline

  • About me

    High Touch Operations Manager at Cisco

  • Education

    • Jilin University

      1999 - 2003
      Bachelor of Engineering Tel-communication Engineering
    • Unitec New Zealand

      2004 - 2004
      Certificate Certificate in Intensive English

      Certificate in Intensive English (Advanced)

    • Unitec New Zealand

      2005 - 2006
      Graduate Diploma Computing
    • Dongbei University of Finance and Economics

      2010 - 2013
      Master Degree Master Of Business Administration
  • Experience

    • HP

      Nov 2006 - Jun 2007
      Technical Support Engineer

      Receiving 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 - now

      I 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 - now
      • Senior Technical Support Engineer

        Jun 2007 - Jun 2012
    • Cisco

      Jun 2014 - now
      High Touch Operations Manager
  • Licenses & Certifications

    • ACA

      AVAYA
    • ACE

      AVAYA
    • ACIS

      AVAYA
    • ACS

      AVAYA