Andy Chen

Experience

• 

  Chung Shing Junior High School

  Jun 2001 - Jul 2003

  Network Administrator
• 

  Kwuan Gi Corporation

  Jan 2004 - Jul 2004

  Technical Support
• 

  Cardiac Diagnostics Inc

  Apr 2007 - Dec 2010

  • IT Manager

    Jan 2009 - Dec 2010

  • Network and System Administrator

    Apr 2007 - Dec 2008
• 

  ChinaCache (NASDAQ:CCIH)

  Jan 2011 - Dec 2013

  • Global service performance optimization & improvement• Managed 24 x 7 Global Service System Engineering Team (Tier 1 ~ Tier 3)• Infrastructure building and architecture design• Managed advanced CDN (Content Delivery Network) configuration team (Linux based)• Coordinated projects with Solution Engineering Team and functioned as a consultant for customer solutions• Responsible for change management and process improvement• Defined ticketing and escalation process between departments Show less • Built a 24x7 international support team• Created SOP and troubleshooting guide• Managed global 24/7 customer and technical support team (China & US) (Tier 1 & 2)• Defined and improved ticketing process and escalation• Responsible for incident management and incident analysis• Maintained CDN resource (hardware and network)• Setup distributed monitoring system (Cacti, Nagios, OpManager, Whatsup, Smokeping)• Managed MIS department to support office network and system operation Show less

  • Manager, Global Service Engineering

    Jun 2013 - Dec 2013

  • Manager, Global Network Operation Center

    Jan 2012 - Jun 2013

  • System Engineer

    Jan 2011 - Jan 2012
• 

  ServiceNow – The Enterprise Cloud Company

  Jan 2014 - now

  • Manage a team which provides project management, PMO and analysis service to 7 teams within Cloud Operations• Leverage analysis to drive improvement in monitoring, automation, infrastructure, platform, alert triaging, incident handling, process, change management and team development for Cloud Operations organization• Collaborate with team leads, management peers and directors on project development, requirements, workflow, continual process assessment and improvement• Served as PMO to build the project framework and create dashboards for Cloud Operations to improve collaboration and transparency• Report project status to stakeholders and gather requirements and feedback• Leverage experience and knowledge in operations to provide directions to PMs to ensure success, quality and the delivery of projects and innovative in resolving problems and conflicts• In crisis manager rotation to lead activities on a crisis call Show less • Managed SRE team as part of a global 24/7/365 operation• Led the SRE team on incident response, crisis management, external group collaboration and escalations.• Collaborated with team leads, management peers and directors on project development, requirements, workflow, continual process assessment and improvement• Managed day and swing shifts’ all activities and shift scheduling to ensure shift coverage• Built work console for consistent view across SRE teams in different regions• Analyzed incident tickets and escalations to drive improvements in all aspects• Responsible for team development to reduce escalation and kept team’s motivation• Managed monitoring improvement projects• In crisis manager rotation to lead activities on a crisis call Show less

  • Manager, Cloud Operations Program Management

    Oct 2015 - now

  • Manager, Site Reliability Engineering

    Jan 2014 - Sept 2015