Ling Zhu

Experience

• 

  英特尔中国有限公司

  Apr 2002 - Jun 2018

  • Played a pivotal role in driving multi-million-dollar sales processes, leading to successful business deals for Intel's commercial PC solutions in the PRC/APJ region.• Leveraged technical expertise to promote the business value of Intel's commercial PC technology to key accounts such as ICBC, HUAWEI, China BMW, Cathay Pacific, and OEM partners like HP, DELL, and LENOVO, as well as ODMs in Shenzhen.• Designed and implemented custom solutions, including script writing and demonstration set-ups at client locations, ensuring successful pre-sale engagements and timely resolution of all issues related to Intel PCs.• Utilized hands-on experience with infrastructure setup, network troubleshooting, MDM solutions like MS Intune/VMWARE Airwatch, and enterprise data protection technologies like MS Bitlocker/Mcafee ePO.• Collaborated efficiently with globally distributed teams across different time zones, utilizing advanced collaboration technology like SFB/CISCO Telepresence to attend trainings, discuss issues, share best practices, track project statuses, and close deals. Show less • Managed comprehensive IT services across Intel's Beijing and Shanghai offices, overseeing more than 20,000 devices across six sites and leading two teams of over 15 members.• Ensured swift resolution of software and hardware issues, conducted regular ticket reviews, and consistently achieved a 100% Service Level Agreement (SLA) compliance rate.• Handled all aspects of asset management including procurement, registration, transfer, and retirement of assets.• Strived for the highest service quality at the frontline, providing regular training, coaching, and feedback to team members.• Served as the exclusive owner for systems including printers, AV systems, laptops, desktops, and lab PCs, and also provided support for large events, meetings, and broadcasts equipped with complex devices.• Delivered premium support to Intel China's president and Corporate Executives, demonstrating versatility in handling a variety of IT systems including phones, tablets, Macs, and home IT systems.• Successfully led key projects such as meeting room retrofitting, AV refresh, PC refresh, and OS upgrades. Show less • Provided critical Level 2 support for a $2.5 billion Intel factory's station controller systems, ensuring smooth production operations.• Performed extensive troubleshooting, diagnosing and resolving a wide range of technical issues related to applications, databases, middleware, and operating systems.• Implemented system fixes, updates, and architectural enhancements, effectively reducing the incidence of application issues.• Conducted overseas training sessions in the US, Malaysia, and the Philippines, successfully driving the transition from legacy applications, including deployment, training, documentation, and support process closure.• Managed business continuity plan documentation and exercised due diligence in conducting change control on the production environment. Show less

  • PRC/APAC Technical Sale Specialist(中国亚太区技术销售专员）

    Jan 2016 - Jun 2018

  • IT Operation Manager/Principle Executive IT support（IT运维经理/首席IT技术支持）

    Jan 2011 - Jan 2016

  • IT Client Automation Engineer(IT自动化工程师）

    Apr 2002 - Jan 2011
• 

  英特尔

  Apr 2002 - Jun 2018

  • Play a lead technical role for PRC/APJ in advancing multi-million-dollar sales cycles to win business for Intel commercial PC solutions. • Being a technical evangelist who can articulate business value and benefits of Intel commercial PC technology to Intel accounts like ICBC/HUAWEI/China BMW/Cathay Pacific, Intel OEM partner (HP/DELL/LENOVO) and ODM (mostly in Shenzhen) through demonstration/presentation/training. • Act as L3 designing customized solutions such as writing scripts, setting up demo/POC in customer’s premise making sure successful pre-sale and all Intel PC’s issues are resolved before due date. • Hands on experience on infrastructure setup like AD/DC/FS/DHCP/DNS/SCCM/VMWARE, network troubleshooting, MDM solutions like MS Intune/VMWARE Airwatch and enterprise data protection technologies like MS bitlocker/Mcafee ePO, etc. • Almost all daily jobs are done virtually with different horizontal and vertical teams distributed in different geographical regions (different time zone) like North America, Europe, etc. Working with seasoned team members with dynamics using latest collaboration technology like SFB/CISCO Telepresence attending trainings, discussing issues, sharing BKM, tracking project status and closing deals. Show less • Being the IT service manager for Intel Beijing and Shanghai comprising >20k devices within 6 Intel sites and lead two teams for over 15 employees.• Resolve all SW/HW issues upon request (adhoc or TAC escalation), ensure achieving 100% SLA, conduct weekly ticket review, follow-up overdue/outstanding/negative tickets with underlings and benchmark tickets indicator among global teams. • Familiar with asset management process such as PC procurement/refresh, asset registration/transfer/missing(lost)/retirement/disposition. • Ensure quality of frontline service deliverables and provide training/coaching/feedback to agents. • Sole owner for printer systems, AV systems, laptops, desktops, lab PCs also supporting large event/meeting/broadcast equipped with complex devices. • Provide VIP support to Intel China president and Corporate Executives including but not limited to phone/tablet/Mac and home IT system. (Attached Intel Executive VP Sean Maloney’s reference letter)• Be the PM delivering projects like meeting room retrofit, AV refresh, PC refresh. OS upgrade, etc. Show less • I am a L2 engineer responsible for 24x7 support of a 2.5 billion USD Intel factory’s station controller systems. I install/configure/restore all necessary application components on client PCs making sure they can run production smoothly. • Investigating, reproducing and resolving various technical problems related to application, database, middleware and OS by myself or working with other team members. • Reduce application incidents through implementation of fixes, system updates, architecture enhancements • Relocate to US/Malaysia/Philippines for developer training, then back to China driving the transition of replacing new application from legacy one including deployments, train the trainer, technical/configuration/troubleshooting documentation and closure of support process.• Responsible for business continuity plan documentation and exercise. Conduct change control on production environment following due process. Show less

  • Intel Client Technical Sales Specialist

    Jan 2016 - Jun 2018

  • Intel IT Client Service Manager

    Jan 2011 - Jan 2016

  • Intel IT Client Automation Engineer

    Apr 2002 - Jan 2011
• 

  UAE Embassy

  Jun 2018 - now

  IT Ops Manager

  • Developed, executed, and sustained a sophisticated NPO-level domain environment, leveraging CISCO switching/wireless and MS Windows Server technologies, resulting in highest-level security audit compliance.• Operated as the sole contact for support, troubleshooting hardware, software, and application issues for all end users, including peripherals such as printers and scanners.• Offered high-quality IT support to diplomats, adeptly handling a range of questions and issues pertaining to phones, tablets, laptops, VPN, and emerging technologies, often under high-pressure circumstances.• Managed new projects and procurement processes for hardware and software, effectively coordinating with vendors on technical specifications, and overseeing project implementations.• Acted as the key technical advisor for the UAE embassy on matters such as network topology, telephony systems, and collaboration technology, playing a crucial role in transforming and optimizing the embassy's IT infrastructure. Show less