Shengmeng Liu

Experience

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  Unicom-Sparkice Ltd

  Jul 1996 - Sept 2000

  System Engineer/Software Developer
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  China Software and Service International

  Nov 2000 - Apr 2003

  Senior Developer
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  Beijing Haier information Technology Ltd

  May 2003 - Jan 2005

  Project Lead/System Analyst
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  Platform Computing

  Mar 2005 - Dec 2008

  Senior Software Analyst & Project Lead

  * Worked closely with the Product Manager, User Experience Designer to develop the Functional Specification (FS), High Level Design Document (HLD) for the Platform GUI Management Console (PMC) as well as prototyping.* Investigated and evaluated different GUI Javascript Frameworks, including Google Web Toolkit, YUI JavaScript framework and JQuery, in addition to other key technologies choices such as the messaging, O/R mapping and caching. Developed the prototype and the assessment document to present the Pros & Cons of different alternatives. * Implemented the fundamental code for the Platform GUI Management Console (PMC), using J2EE and Struts/Spring/Hibernate. Experienced with the development in Tomcat/WebLogic/Oracle environment.* Designed the new interaction architecture for the GUI management console for key Platform products, which greatly improved its usability and responsiveness. It was well received by our customers.* Led the development team to implement the GUI features for performance monitoring, Log retrieval, application/service profile XML editor, application wizard and performance enhancement for dashboard and others GUI features for Platform Symphony product.* Collaborated with QA for the development & review of the testing plans and promoted the automation of the GUI testing, which significantly improved the testing efficiency and product quality.* Coordinated the development process with Product Manager, UX, Development Manager, QA, Release team and Documentation (ID) team to ensure the product can be delivered on time and meet the requirements. Show less

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  IBM

  Dec 2008 - now

  Senior Support Analyst

  * Provided the application support for IBM Platform Cloud/HPC solution. Currently working as Assigned Support Engineer (ASE) for Qualcomm and handled many issues from other major customers.* Acquired an extensive knowledge about many products of the company along with related technologies used by our customers, thus able to support them with confidence, in relatively short time.* Provided 24*7 on call support for severity 1 issues. Experienced in following the procedure and managed the customer expectations under pressure.* Performed the remote administration of the cloud computing solution in the customer’s production environment.* Handled many critical support issues which require impact assessment of the application failure, intensive investigation/troubleshooting, applying workaround to reduce system downtime and close collaboration between first line, second line support and development team. * Delivered some professional services/custom solutions/trainings to customers, which requires accurate understanding of customer requirements, effective communication, collaborations with account managers and training team and rigorous implementation & testing.* Developed and documented the hotline support phone queue and hotline handling & testing procedure to support the seamless transition between the Support team in Toronto and Beijing, depending on the location of the customers. (Follow-the-sun support model)* Experienced with real-time system monitoring using Cacti (based on RRD) and with the in house developed monitoring tools such as RTM.* Designed and implemented the GUI part of support ticket status tracking & analyzing system, capable of visualizing the life cycle events of one support ticket. AJAX/JSON/JQuery was used in the front end, while RESTFUL Web Services (Jersey API) was used in the backend. Show less