Chao Chen

•Manage and maintain high-availability infrastructure across a multibuilding data center cluster, ensuring the operational readiness and
performance of thousands of physical servers and enterprise-grade
networking assets.
• Diagnose complex hardware, thermal, and power failures across
production AI servers, utilizing deep-dive methodologies to isolate root
causes and maximize cluster uptime.
• Own and prioritize a high volume of operational tickets under strict
Service Level Agreements (SLAs), consistently exceeding team metrics
for turnaround time and quality of resolution.
• Remediated Layer 1 through Layer 3 connectivity issues, configuring
and troubleshooting enterprise-grade switches and routers via CLI and
AWS internal network management tools.
• Maintained 100% compliance with strict AWS security standards by
auditing and executing chain-of-custody protocols for the
decommissioning, logging, and destruction of high-security storage
media

Titanicom Tech Limited – Ashburn, VA (ByteDance Data Center)
• Installed, configured, and performed maintenance on server hardware
including CPU, GPU, and firmware upgrades.
• Diagnosed and resolved hardware failures (GPU, MB, CPU) and software
issues across large-scale enterprise data centers.
• Independently conducted network troubleshooting, including AOC, NIC
testing, and OS-related problems.
• Monitored server performance, optimized resources, and executed
upgrades to reduce downtime and improve efficiency.
• Conducted Standard Operating Procedure (SOP) training for new hires,
including cabling, server basics, and network best practices.
• Collaborated with vendors and managers to improve operational
processes and deliver timely support.
Data Center Field Engineer (Alibaba)
• Coordinated with various Alibaba teams and prioritized critical issues
and requests as needed.
• Troubleshot and resolved server hardware and network issues,
reducing client downtime.
• Moved and installed shelves, power strips, rails, servers, switches, and
other equipment.
• Utilized advanced diagnostic tools to rapidly identify complex technical
challenges affecting server systems.
• Provided training to new technicians on server maintenance, network
troubleshooting, and data center standards.
• Prioritized and managed critical requests, collaborating with crossfunctional teams to deliver effective solutions.