Aaron Chen

Experience

• 

  HP

  Jul 2009 - Oct 2011

  Account Service Engineer

  - Interfaces with customers by filed delivery support in a complex information infrastructure environment with HP enterprise storage and servers.- Program implementation and customer relationship maintenance

• 

  Dell Technologies

  Oct 2011 - now

  - Supervises and coordinates on daily management operation, including Call Queues Management, Turnover Manage, Monitor Queue/ phone call/ Chat line, Workflow Assignment and Daily KPI Report- Lead and motivate APJ WFM team to improve daily KPI (phone coverage/SLA Compliance /Escalation) and feedback to manager for performance review - Assists and collaborates daily with operation managers to complete objectives and assist on the technical operation duties and issues of support team.- Work as duty manager to supervise the daily activities on weekend shifts and covers all management issues that are directed to product line.- Assesses recruitment interview and nurture / guide new hire within APJ WFM team- Efficiently escalate complex issues to appropriate resources and operation managers in order to resolve the customer request in the most expedient manner possible.- Manage and improve customer support SLA compliance- Monitoring and collecting technical engineer feedback to BU management team- Manage team finance and allowance of APJ WFM Team Show less - Daily Management Operation, including Daily Queue Assignment, Turnover Manage, Monitor Product Queue/ phone/ Chat line, Workflow Assignment and Daily KPI Report- Lead, serve and motivate support team to improve support service and provides KPI report to support managers for performance review - Escalate Operation, including determine and manage Technical and business Escalation, Code Red initiation and management- Work as DPAS duty manager and supervise the daily activities on weekend shifts and covers all management issues that are directed to product line.- Shift schedule for Networker and EDL support team and balance workload between the shifts.- Promotes teamwork to achieve common goals while encouraging individual contributions.- Work with management team on operation duties and issues and assist on TSE recruitment for Networker support team- Team finance and Shift Allowance & OT management Show less - Work with cross functional teams in resolving global customer issues, identifies and provides solutions/workaround at different stages of problems on EMC EDL products- Act as a remote customer advocate to champion specific customer needs in collaboration with field support team.- Assesses and escalated to more senior resource to resolve more complex issues in the most expedient manner possible.- Manages and schedule cases owned on priority and effectively communicates to internal and external customers in a fast faced and customer critical environment. - Provides feedback to management team for business escalation if needed. Show less

  • Senior Workflow Manager (DPD Group Lead), Global Customer Service

    Feb 2018 - now

  • Workflow Manager

    Jul 2013 - Feb 2018

  • Senior Technical Support Engineer

    Oct 2011 - Jun 2013