OBJECTIVE:

To seek a challenging Technical position that allows me to utilize and expand my skills and knowledge

TECHNICAL SKILLS:

Languages: Pascal, C, COBOL, Visual Basic 5.0, shell scripting, SAS, Sed/Awk, Perl, HTML/DHTML, CSS, XHTML, PHP, XML, XSL, SOAP, Javascript, ASP, SQL and NonStop SQL/MP.

Databases: MS Access 2000/2003, MySQL, MS SQL, and Oracle.

Application Softwares: MS Office 2000/2003, Netscape, MS IE, Firefox, MS FrontPage, MS Outlook, Outside View, MS Proxy Server 2.0, MS IIS 6.0, Apache, thttpd, PGP, pcAnywhere, VNC, GENTRAN server, NetClaw, SEGway, Niku Time, and NAS 4.0.

Systems Softwares: UNIX/Linux, Windows XP, 2000 Professional and Advanced Server, 2003 Server.

Protocols: Network Protocol: TCP/IP, SS7, and SIGTRAN.

EXPERIENCE:

• Systems Engineer (11/01 - Present)

Syniverse Technologies, Tampa, Florida

• Provides application and system service problem resolution for issues identified by Customer Care, and Network Operations Center.
• Coordinates and oversees maintenance and changes to the production environment.
• Installs, configures, maintains(troubleshoots, and monitors) applications that are running on UNIX (SUN, HP)/Linux server, and MS Windows server.
• Develops automation monitoring/alarming using scripting in Unix Shell, PHP, and Perl.
• Creates and maintains documentations for all the applications and systems, and trains staff members.
• Performs SQL queries on HP NSK database daily for monitoring purposes, and performs maintenance on database that reside on HP NSK system.
• Works effectively with cross-functional teams and vendors to define technical requirements, and identify/resolve technical issues.
• Participates on product and project teams, and responsible for all product updates within the department.
• Provides input to Product Engineering and Product Management to provide quality service to the customer.
• Generates requested reports and files to support problem resolution, billing issues, and new revenue generation.
• Work effectively with Product Management, Client Relations, and Product Development to formulate and implement service performance guarantee policies and procedures.
• Serves as single point of contact with Data Center to streamline the necessary support to restore hardware and to reset equipments.
• Develops and integrates monitoring tools into Product Support website, which allow other support teams to utilize for monitoring purposes.
• Serves as a Webmaster for Product Support Engineering Support web site that is running on Windows server 2003.

• Customer Response Analyst (4/99 - 11/01)

Syniverse Technologies, Tampa, Florida

• Assisted wireless carriers to troubleshoot roaming issues include call delivery and validation processes using Online Information Management tool.
• Determined appropriate course of action and coordinates all escalation processes.
• Analyzed wireless carrier problems and issues, and takes action to resolve the problems.
• Determined appropriate course of action and coordinates all escalation processes.
• Provided detail explanations to carriers regarding to any system outages, scheduled maintenance, or new product developments.
• Participated on product and project teams and responsible for all product updates within the department.

EDUCATION:

• UNIVERSITY OF SOUTH FLORIDA, Tampa, Florida
  MCSE training completion, April 2001

• MCP - Windows 2000 certified, November 2000

• UNIVERSITY OF CENTRAL OKLAHOMA, Edmond, Oklahoma
  MBA in MIS, December 1998
  

• OKLAHOMA STATE UNIVERSITY, Stillwater, Oklahoma
  BS in MIS, December 1996

SPECIAL SKILLS:

• Quick-learner.
• Excellent customer support skills.
• Detailed oriented and self motivated.
• Strong in control and follow-up.
• Good leadership and decision making.
• Ability to multitask in fast changing environment.
• Strong interpersonal relations and communications.
• Extremely strong in analytical and problem-solving.
• Speak Fluently in Mandarin, Cantonese, English, and Malay.
• Working knowledge of Telecommunication and Wireless industry.
• Proficient in PC hardware and software installation, testing and trouble-shooting.