YINGZHI HU
Melbourne,VIC
Overview
11
11
years of professional experience
1
1
Certification
Work History
Workflow Manager
DELL
Melbourne, VIC
09.2017 - Current
- Manage real time incoming service requests and calls, prioritize them to make sure they are well attended.
- Mainly focus on leveraging our global Technical support engineer resources which spread in US, Australia, Ireland, India and Mainland China to make sure most of our global customer service requested distributed rather evenly in quantity and severity to achieve the best productivity.
- Serve as point of contact for 24x7 escalation line which mainly handles customer's hot escalations/requests/complaints.
- Provide real time guidance to team member in all circumstance regarding process, work flow and case management.
- Assist management team with KPI tracking like backlog reduction, SLO analysis to deep dive the cause beneath the data for better team operation.
Technical Support Engineer
EMC
Shanghai
04.2013 - 09.2017
- Provide technical support to VNX customer by troubleshooting and resolving hardware and software issues, both globally and locally.
- Resolved complex technical problems through root cause analysis techniques.
- Been promoted to Elite team on January 2015, provide technical service to elite customer only such as JP Morgan, KDDI, China merchant bank etc.
Education
Master of Science - Computer Science
The University of Hong Kong
Hong Kong08-2012
Bachelor of Science - Information Security
Chendu University Of Information Technology
Chengdu06-2011
Skills
- Workflow Analysis
- Customer Service
- Effective Communication
- Team Collaboration
- Customer Relationship Management
- Problem Resolution
Certification
- Project Management Professional
Timeline
Workflow Manager
DELL
09.2017 - Current
Technical Support Engineer
EMC
04.2013 - 09.2017
Master of Science - Computer Science
The University of Hong Kong
Bachelor of Science - Information Security
Chendu University Of Information Technology
- Project Management Professional
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