Desmond Chen

Experience

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  Intel

  Jan 2003 - Mar 2009

  Principal Software Engineer

  Managed Intel wafer work center Part Tracking system1. Collaborated directly with business units to assess the technical impact of business requirements and to reach consensus on alternative solutions when necessary in an effort to maintain a consistent yet flexible architecture.2. Managed a team of web developers and graphic designers in the design and implementation of a web-based subscription management system that enabled customers to Part Tracking from WW locations.3. Designed and hands-on the coding of the centralized business logic control to setup the communication with hardware to implement wafer quality control.4. Built up the automation job in database for data extract and analysis. Show less

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  Hewlett-Packard

  Mar 2009 - Mar 2013

  Senior Project Leader

  IT Service Management ITSM Solution Delivery1. Led the project team of 10 engineers and delivered multiple R&D projects to end users on upgrade and content management.2. Reviewed business requirements with Product Manager, design and specify software product features, and deliver project plans with Dev Lead/QA Lead.3. Worked with System Architect/Senior Dev Lead to modularize system components and design interface from user point of view.4. Coordinated the resources of Dev/QA to make the project on schedule and on track.5. Led the project progress review board and present the QoS metric of system platform to senior management.6. Clearly prioritized activities with a focus on measurable results. 7. Maintained and promote clear and precise communications and report across groups, divisions and to executive management. Show less

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  OpenText

  Mar 2013 - now

  Principal Technical Support Consultant (Master Level)

  Support Product: SM, SMA-SM, SMAX, CMS/UCMDB, Server Automation (SA), SiteScope, HCMX1. Possess the R&D technical background to provide strong technical support to APJ/EMEA customers for the ITOM on-premise and suite products.2. Provides customer onsite service to solve escalation cases and receives excellent customer feedback.3. Works as a focal point for presales team for APJ premier customers to provide the ITOM solution.4. Solves the integration issues amid ITOM suite products as the role of product lead.5. Acts as a product lead to provide direction to team activities and facilitates information validation and team decision-making process.6. Drives documentation improvement for ITOM software quality and enhance the user experience in Support organization. Show less