Bill Yu

Experience

• 

  Ericsson

  May 2012 - Sept 2012

  Technical Support Engineer (Intern)

  • Teamed with a senior software engineer and successfully developed a Router Monitoring system in Java EE• Self-taught and designed a log-in web page for the Router Monitoring Program using HTML, CSS, and Photo Shop CS4 which was put to use by Ericsson Communications

• 

  Gumstix, Inc.

  Oct 2013 - Nov 2015

  Hardware Engineer

  • Research and develop electronic modules with varies interfaces• Create schematics and high-density board design using Eagle CAD layout tool• Design projects including high-speed processor design, digital and analog layout design, differential and length matching traces for noise sensitive interfaces • Create and update BMO database on existing design to support new features and smaller footprints to work better with Geppetto online design system• Keep buses, footprints, and 3D models information accurate and up-to-date• Test and debug prototype PCBs and prepare supporting files for manufacturer • All designs are in compliance with the European RoHS directive and EMI/EMC requirements Show less

• 

  Yeahless Wholesale Inc.

  Jan 2016 - Mar 2017

  Web Developer

  • Backend development on various web applications using PHP, HTML5, CSS, and JavaScript with OpenCart, Yii 2.0, ShopNC, and WordPress frameworks• Optimize online user experience, and deploy marketing campaign automation.• Implement online payment system, shipping, and tax calculation logic• Test and refine API for automated price comparison• Manage and report project progress to meet deadlines and customer requests

• 

  YJR Telemedical Care Ltd.

  Mar 2017 - Feb 2018

  Lead Web Developer

  • Backend development using Ruby on Rails• Meet with strategic partners to incorporate their needs into customized IT solutions• Lead two junior software engineers to deliver quality code on a tight schedule• Successfully developed and deployed two versions of online platforms

• 

  ACTIVE Network, LLC

  Mar 2018 - Dec 2019

  Technical Analyst

  • Provide first and second-tier support for RTP (Resort Technology Partner) software, related hardware, and MS SQL issues achieving an average of 8.8/10 customer satisfaction score• Educate clients and explain features of hardware products and software applications• Maintain meaningful and respectful relationships with all points of contact• Document all solutions in SalesForce to help build up our support knowledge base• Work closely with the development team on escalated issues and bug report • Successfully trained two new team members while working full time Show less

• 

  Sage

  Jan 2020 - Nov 2021

  Technical Support Analyst

  • Provide an Extraordinary Customer Experience by addressing inquiries using a variety of channels. • Identify the root cause of the clients’ software or system issues and use a system analysis and testing techniques to solve application or system issues• Contribute to company knowledge capital by creating and modifying reusable solutions in the knowledge base. Maintain article quality standards• Identify additional opportunities for Sage solutions to benefit the customers’ business needs• Document each customer contact using our contact tracking systems in a clear, concise, and understandable format. Escalate unresolved customer issues with all pertinent information included, to appropriate resources• Work collaboratively and effectively within a team of peers. Show less

• 

  Productboard

  Dec 2021 - Oct 2023

  Software Engineer

  • Key contributor in designing, developing, and testing various product features.• Sole NA Support Engineer: Successfully managed escalations through analysis, troubleshooting, and debugging, ensuring timely and exceptional ticket resolution.• Engineered an API client which significantly boosted request resolution time from 2-3 days to merely seconds.• Collaborated with the CS team on customized technical solutions, aiding the retention of major clients such as Zoom, Kroger, and Zapier. Show less

• 

  Okemoto-Kagu

  Oct 2023 - now

  Co-Founder

  Bring two ecommerce channels from scratch to production. We are bootstraped already.

• 

  Strata Identity

  May 2024 - now

  Technical Support Engineer