Working experience: I) (March, 2006 - ) A backbone engineer of IBM-FILENET Level-Two Support - IBM Research Center, Beijing, China. Support IBM-FILENET BPM (Business Process Manager), IM (Image Manager) global enterprise users. - Resolve the client’s high priority, CRISIT or normal priority PMRs (Case) Via telephone, email, remote session. - Receive call from global hotline operator or from the support engineers from the other two global response centers, dial in to the existing conference call or call client back after getting all the detail of the issue. - Follow internal troubleshoot guideline to help client resolve their BPM product issues. Collect BPM logs, check configuration settings together with the client. -BPM is an Enterprise Content Management (ECM) application server, which works closely with operating system, relational database, application server. Usually we have troubleshoot skills of the related products which mentioned above. - We’re able to do quick research base on the internal knowledge base and provide client’s solution to make sure their system to be working fine. - After years of working experience, I have gained a lot soft skills to deal with all kinds of clients globally. Especially working with the technical staff or management of client side and IBM management also. - Able to understand different accents of English, i.e: English, American, Indian, Singapore, European, etc. - Quick learner. FILENET and other third-party softwares change pretty quickly. I’m able to study the new knowledge rapidly. Meanwhile, the old knowledge is also reviewed often. - Internal presentation training. In the team of support, we organize internal training cross engineers. We have different topics, which include technical or other common stuff. This improves our ability of making presentation. - External training to global clients. IBM arranges client-oriented training base on our products. I’ve made 10+ seminar of such to our clients. They have received rather positive comments. - Writing summary or technical articles which posted on IBM internal website or the Internet. - Overlook the whole career at IBM support, I’ve closed out 1,200 PMRs, which was the top gun of the team. - Weekend-standby or public holidays work. Support clients during weekend or holidays on resolving their critical issues only.

Oil field engineer at Schlumberger Asia-Pacific headquarter, Dubai, United Arab Emirates (UAE) Oil field engineer of oil sampling in the Gulf countries. (Qatar, United Emirates Arabs – U.A.E.)

-Responsible for the installation and troubleshooting of the operating systems for the whole enterprise end users. (Windows XP, 2000). -Installation and troubleshooting of the Symantec Norton Enterprise Anti-Virus software for both of server and the end users. -Technical support for the Sun Iplanet Mail Server (On Sun Solaris 8). -Support specialist of the network. Solve the problems of the Cisco routers and switches, Cisco firewall for the enterprise.

COMPUTER SCIENCE, DATABASE

COMPUTER SCIENCE, DATABASE