ClinicApp Online
1Y 5M
Full Stack Web developer
Jul 2022 - Present
- Built the backend and the frontend all by myself
- Built using the MERN stack
- Created the app as a Progressive Web App (PWA)
- Deployed in Google Cloud Run in a Docker Container
- Maintenance and bug fixes
LeadsHook (Upwork)
2Y 6M
Product Lead
Oct 2022 - Dec 2023
- Manages all the bugs collected from tech support
- Checks and verifies product bugs
- Assign bug issues to dev with priority status
- Check bug fixes before deploying to production
- Frontend web development for custom project
Front-end Developer | Technical Support
Jun 2021 - Oct 2022
- Handles frontend web development for custom projects
- Handles frontend development for product updates
- Handles customers’ technical issues
- Vanilla JS, HTML, CSS
Beehaz (Upwork)
7M
Junior Front-end Developer
Feb 2021 - Sep 2021
- Built a house renting app from ground up
- Create the app as a Progressive Web App (PWA)
- ReactJS, Redux, Hooks
Yongyi Xu (Upwork)
3M
React.js Developer + Customer Support (Shopify)
Feb 2021 - Apr 2021
- Refactor existing Shopify App
- Fix bugs reported by users
- Create custom codes from customers’ request
- Handle customers’ technical concerns
ActivePipe (Upwork)
7M
Technical Support Representative
May 2020 - Dec 2020
- Email support
- NA, ANZ and UK coverage
Webinato
3Y 11M
Technical Support Representative
Aug 2017 - Jul 2021
- Phone, email and chat support from home
- New product testing (Flowapp.com)
- Automated test developer using Mocha and Selenium
- Manual QA Tester
- API Testing and Documentation
- Article writer, editor, and publisher for both Webinato and Flowapp
Concentrix
10Y 2M
Subject Matter Expert
Nov 2016 - Jun 2017
- HTC Vive Support
- Tech Lead for Tier 1 and Tier 2 support
- QA monitoring and coaching
- Generate team data and reporting
- Client interaction
- Team supervision
Technical Support Engineer (Tier 2)
Nov 2015 - Nov 2016
- HTC Vive Support
- Virtual Reality Start-up support team
- Virtual Reality QA tester
- Knowledge Base creation
- Virtual Reality chat/voice/email support
- Team data report and analytics
- Team management in the absense of a team captain
Technical Support Engineer (Tier 2)
Apr 2014 - October 2015
- HTC Phone Support
- Technical escalation and callbacks
- RMA escalation, process and negotiation
- Android and Windows smart phones support
- Caters US and Canada
- Handle second level support
- Track down new android issue
- Research and investigate emerging issue
- Monitor android FOTA issue
- Monitor and report team performance
- Monitor and report team payroll discrepancies
- Manage team Vacation Leaves
Technical Support Engineer
Feb 2010 - Apr 2014
- Point Person for more than 2 years
- Handles and manages the team in the absence of the Team Captain
- Handles complicated and escalated cases
- Takes supervisor call in the absence of Team Captain
- Generates report for team’s visibility on performance
- Multiple sales training
- High sales conversion and revenue
- All out support for all computer and networking issues (all brands, all products, all computer and network devices)
- Support for Supportrix, Rokucare, Belkin Premium Support, Synnex OnDemand IT, Linksys ANZ/UK, Dlink Business Class
Senior Product Support Specialist
Jan 2009 - Jan 2010
- Technical support for all IOGEAR products: KVM Switches, Bluetooth Devices, Network USB, Powerline, Routers and Adapters, Print servers, Card Readers, External Display (extenders and accessories)
- Voice, Chat and Email Support
- Simultaneous Voice and multiple chat support
- Point Person in the absense of the team captain
- Best KPI for the year 2009
Product Support Specialist
Jun 2008 - Jan 2009
- Technical support for Linksys advance networking devices: Network Storage, IP Camera, Print Server, IP Phone, Music Bridge
- Top CSAT (Customer Satisfaction) agent
- Phone Support covering US and Canada
- Flexible work schedule
- Excellent in oral English
- Helped in creating Cheat Sheets and work tools for second level support
- Helped Team Captain in Generating team performance report
Product Support Representative
Apr 2007 - Jun 2008
- Technical support for Linksys basic products: Routers, Switches, Wired and Wireless Adapter, Bridge, Game Adapters, Wireless Extender
- Top CSAT (Customer Satisfaction) agent
- Phone Support covering US and Canada
- Flexible work schedule
- Excellent in oral English
Penndac
7M
Transcriptionist
Jun 2005 - Dec 2005
- Transcribed reports from field agents (US English)
- Worked-from-home (Online)
- Average typing skill with high accuracy
- Flexible work schedule
Electro Pro Marketing
4Y 2M
Electronic Technician
Jun 2001 - Aug 2005
- Lead technician for more than 2 years
- Managed 3-member team for project assembly
- Computer and cell phone repair
- Repair and maintenance of 2-way radio (HF, VHF, UHF)
- Antenna repair and assembly for VHF and UHF
- Customer service and product sales