YUAN(ALBERT) ZHAO
LANE COVE NORTH,NSW
Summary
Provide premier support for below Azure Cloud products, Synapse, SQL Server, SQL Database, SQL MI, SQL VM, Azure PostgreSQL, Azure MySQL, Power BI, Azure Data Factory, Azure HDInsight etc. Coach and mentor front line engineers to deliver exceptional customer service, Act internally as a customer advocate. Guide peer team and internal teams to ensure are Empowering, Helping and Advising customers. Focus on readiness and technical triage/training creation and delivery. Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Solve highly complex level of escalated problems, involving broad, in-depth product knowledge or in-depth product specialty. Maintain a proactive approach to customer happiness, identifying customer satisfaction concerns and managing customer expectations with your front-line engineers. Received Star of Quarter Award in FY24 Q1, and top performance bonus.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Acting Technical Advisor
Microsoft Shanghai
09.2022 - Current
- Http://www.microsoft.com
- One of the largest and most influential companies in the world
- Operation
- Review support tickets for other engineers, providing suggestions or improvement plan
- Manual support tickets assignment (in addition to auto assignment tool)
- Collect employee work data, present the result and analysis to manager monthly
- Ad hoc tasks from management
- People
- Lead “Team Morale” project
- Organize regular catch up with junior engineers
- Business and technology
- Handle critical cases for largest customers in the world, engage all stakeholders to accelerate the solving process, reduce the business impact to minimum for customers
- Also work as Support Escalation Engineer to handle normal technical cases.
Support Escalation Engineer
WiseTech Global Sydney
08.2021 - 09.2022
- Provide premier support experience to customer in the following products: Azure SQL databases related products, Azure Databases for PostgreSQL, Azure Databases for MySQL, Power BI, Azure Data Factory, Azure HDInsight, Azure Databricks
- Topic owner for Synapse (SQL Data warehouse)
- Assist and train junior engineer
- Shanghai http://www.wisetechglobal.com
- WiseTech Global is an innovative, multi-award winning developer of cloud-based software solutions for the international and domestic logistics industries
- Our leading product, CargoWise One, provides the most sophisticated, comprehensive, end-to-end logistics solution in the world
- It forms an integral link in the global supply chain.
System Engineer
Cyon Knowledge Computing Pty. Ltd
10.2015 - 07.2021
- Troubleshooting, performance tuning SQL Server in our own Cloud
- Develop tool to manage DR database restoring in 3 data centers
- Develop tool(.net) and Powershell script to collect performance data, transfer the data to Kibana for all teams to monitor their system performance
- Develop tool and script to manage database operations, like Database migration
- Implement and maintain Windows Cluster + SQL Server AlwaysOn High Availability environments
- Test other databases products like MySQL, PostgreSql, MongoDb
- Http://www.cyon.com.au/
- Cyon has been the pioneer and world leader in the Resource Optimisation industry for the past 20 years
- With software solutions aimed at improving the space management of large organisations, buildings, and other facilities, with additional benefits such as Environmental impact studies and cost analyses
- Cyon is the industry leader in the Scheduling, Space Management and Optimisation solutions area.
Consultant/Senior Support
03.2012 - 10.2015
- Responsibilities as Consultant to customize Cyon products to meet customer’s requirement (Web room booking, Scientia Web Server, Enterprise Portal)
- Installation/Configuration Cyon products on platform Windows Server, IIS, Linux, SqlServer 2005/2008, Oracle 11g, MySQL, MongoDB
- Implemented iPhone app CampusM for clients
- Vb6, vb.net development
- Restore client’s database backup (Oracle/SqlServer) to local server to debug issues.
Support Engineer
AUTOTECH (BEIJING) TECHNOLOGY CO, LTD BEIJING
01.2011 - 02.2012
- To provide service to clients including installation, configuration, troubleshooting of the Cyon Software
- Technical Support (Email, Phone, Onsite)
- Data migration implementation
- Database Rollover
- CHINA http://www.atitech.com.cn/ http://www.aticd.com http://www.sysmaint.com/
- AUTOTECH is ranked Top 5 in China Maintenance Agreement area specialized in hardware installation, warranty and maintenance, consulting supporting for software including operating system and complete technical training program
- AUTOTECH has become the China Exclusive Agency of Syncsort since 2008
- It is merged by Systems Maintenance Services, Inc in 2010.
System/Database Engineer
BEYONDSOFT BEIJING
03.2009 - 11.2010
- Responsibilities as an oracle database engineer to support clients including installation, configuration, administration, troubleshooting of the oracle database, RAC, Data Guard, RMAN systems and tools
- Implemented Oracle backup & recovery through korn shell scripts, bash scripts, or other software such like VERITAS NetBackup, IBM TSM
- Archived HA system Installation, configuration including HACMP
- (Basic knowledge for MC/SG, SUN Cluster)
- Completed monthly system health check including AIX, HP-UX, Solaris, and Linux
- Accomplished other database health check including DB2, Informix
- Middleware health check covering Weblogic and Websphere
- Provided tech support to potential clients in China as DMExpress engineer
- CHINA http://www.beyondsoft.com/
- Beyondsoft is a leading IT outsourcing company (Top 5 in China) with Global Delivery Centres
- Beyondsoft offers IT consulting, Application Development and Maintenance (ADM), ERP and BPO services to the clients across the globe.
Software Test Engineer
Microsoft China Tech Centre
07.2006 - 07.2008
- XP & Vista LIP (Language Interface Pack) test
- Found 2000+ bugs in 2 years.
Education
Bachelor of Computer Science and Technology -
Xidian University
07.2006
Skills
- Azure Solutions Architect Expert (AZ-305)
- Azure Network Engineer Associate (AZ-700)
- PMP (Project Management Professional)
- EXIN DevOps Professional
- Oracle 10G OCP
- Pingpang Champion in Beyondsoft, Microsoft Team
- Ski, Basketball, Swimming and traditional Chinese Painting (Works has been exhibited in Denver, Utah of United States and Amsterdam of Netherland)
Certification
Azure Solutions Architect Expert (AZ-305)
Azure Network Engineer Associate (AZ-700)
PMP (Project Management Professional)
EXIN DevOps Professional
Timeline
Acting Technical Advisor
Microsoft Shanghai
09.2022 - Current
Support Escalation Engineer
WiseTech Global Sydney
08.2021 - 09.2022
System Engineer
Cyon Knowledge Computing Pty. Ltd
10.2015 - 07.2021
Consultant/Senior Support
03.2012 - 10.2015
Support Engineer
AUTOTECH (BEIJING) TECHNOLOGY CO, LTD BEIJING
01.2011 - 02.2012
System/Database Engineer
BEYONDSOFT BEIJING
03.2009 - 11.2010
Software Test Engineer
Microsoft China Tech Centre
07.2006 - 07.2008
Bachelor of Computer Science and Technology -
Xidian University
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