MODSCAN
Vincent Gao
Sydney,NSW
Overview
3
3
years of professional experience
Work History
Technical Support Engineer
SMA Solar
06.2023 - Current
- Experience on both on-grid system and off-grid system, (PV inverter and Battery inverter). Managed approximately 30 case per day (including call, email and team text)
- Offered the training for installer to improve the efficiency of system configuration.
- Performed root cause analysis to find out the issue, and offer the suitable solution.
- Do case record for each case on the Note
- Implemented remote support system, enabling efficient troubleshooting without site visit
- Contributed to product function test and product configuration guideline.
Technical Support Engineer
Sungrow Power Supply Co., Ltd
08.2022 - 05.2023
- Over 500hrs customer facing experience (Including phone call, site visit, presentation and email)
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Own experience on both PV inverter and Hybrid system.
- Served as an escalation point for challenging technical inquiries, demonstrating expertise in product knowledge and problem-solving abilities.
Education
Master of Science - Electrical Engineering
University of Wollongong
Wollongong, NSW07-2022
Bachelor of Science - Electrical Engineering
Southern Illinois University
Illinois, USA08-2020
Software
IP scanner
Trace route
CAD
Technical documentation
Root-cause analysis
Remote access
Timeline
Technical Support Engineer
SMA Solar
06.2023 - Current
Technical Support Engineer
Sungrow Power Supply Co., Ltd
08.2022 - 05.2023
Master of Science - Electrical Engineering
University of Wollongong
Bachelor of Science - Electrical Engineering
Southern Illinois University
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