Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Chenyang (Freddy) Ma

Beijing,Beijing

Summary

Detail-oriented Senior Technical Support Engineer with over 7 years of experience in top-tier US-based MNCs. Proven expertise in L2/T2 Application Support, Azure Administration, and global stakeholder management. Strong technical foundation in Linux, MySQL, and Cloud Infrastructure (Azure/AWS). Successfully managed complex technical escalations for enterprise clients across APAC, EMEA and North America. Currently pursuing AWS Solutions Architect Associate (SAA-C03) to further enhance cloud architecture capabilities.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Tier 2 Technical Support Engineer

TransPerfect
Beijing, China
12.2022 - Current
  • Resolved complex technical issues for clients, ensuring timely and effective support.
  • Collaborated with cross-functional teams to enhance troubleshooting processes and procedures.
  • Trained junior (Tier 1) support staff on best practices for customer interaction and problem resolution.
  • Developed and maintained documentation for common issues and solutions, improving knowledge sharing.
  • Analyzed customer feedback to identify trends and recommend product improvements.
  • Managed multiple high-priority tasks simultaneously, ensuring swift resolution of critical issues.
  • Analyzed user feedback to identify root causes of issues and proactively developed sustainable solutions to prevent recurrence, rather than offering temporary fixes.
  • Conduct deep-dive troubleshooting and Root Cause Analysis (RCA) using Linux command-line tools and MySQL queries to identify and fix backend data inconsistencies.
  • Handled escalated cases from Tier 1 support staff, applying advanced problem-solving techniques to resolve challenging technical situations.

IT Support & Cloud Operations Engineer

Stryker
Beijing, China
05.2019 - 12.2022
  • Azure Governance: Oversee the end-to-end lifecycle of the China Azure environment, including VM provisioning, automated backup strategies, and performance monitoring to ensure 99.9% system uptime.
  • Cloud Consulting & Architecture: Act as a technical partner to business units, providing scalable Azure solutions and ensuring pre-project planning meets technical requirements.
  • Finance & Cost Governance: Take full ownership of Azure utility analysis. Regularly produce detailed billing reports and cost-optimization strategies to ensure high ROI and resource efficiency.
  • DevOps & Testing Support: Collaborate with development teams to configure staging/production environments, troubleshoot deployment issues, and facilitate rigorous testing protocols.
  • Vendor Management: Manage operational relationships with cloud providers, overseeing contract lifecycles and payment processes to ensure seamless service delivery.
  • Infrastructure Management: Deliver Tier 1 & Tier 2 support (remote & on-site) for hardware, software, network, and advanced AV/VC systems; ensure seamless execution of high-level meetings and events.
  • Process Standardization: Developed and maintained a comprehensive technical knowledge base and onboarding documentation. Conducted regular training sessions to standardize IT procedures and minimize support friction.
  • Asset & Compliance Management: Maintain accurate inventory of hardware, software licenses, and consumables. Ensure audit-ready documentation through the ServiceNow ITSM platform.
  • Strategic Communication: Serve as the regional IT liaison, drafting and delivering timely, professional communications regarding system upgrades, maintenance windows, and security policies to the entire China region.

IT Support Specialist

北京聚合宝利商贸有限责任公司 (No English Name)
Beijing, China
12.2017 - 02.2019
  • Managing and maintaining SQL server database.
  • Managing and maintaining ERP system.
  • Logging and processing support calls.
  • Installing and configuring computer hardware, software, systems, networks, printers and scanners.
  • Checking computer equipment for electrical safety.
  • On-site IT support for all its supermarket branches.
  • Investigating, diagnosing and solving computer software and hardware faults.

Education

Bachelor of Science - Computer Science And Technology

Capital Normal University
Beijing, China
06-2023

College Diploma - Computer Network And Technology

Peaking University Founder Technology College
Langfang, Hebei, China
06-2017

Skills

  • Cloud Platforms: Microsoft Azure (Admin & Budget Management), AWS (In Progress - SAA-C03)
  • OS & DB: Linux (Log Analysis), MySQL, Windows
  • Technical Support: Software, Hardware, Applications
  • Methodology: ITIL v4 Framework, SLA Management, Root Cause Analysis (RCA)
  • Tools: Active Directory, Office 365, ServiceNow, Jira, Request Tracker, Azure Portal, AWS (Learning)
  • Languages: English (Professional Working Proficiency), Mandarin (Native), French (entry-level, Learning)

Certification

  • ITIL Foundation 4
  • RHCSA
  • AWS Solutions Architect Associate (Learning, Expected Q2 2026)

Languages

English
Full Professional
Chinese (Mandarin)
Native or Bilingual
French
Elementary

Timeline

Tier 2 Technical Support Engineer

TransPerfect
12.2022 - Current

IT Support & Cloud Operations Engineer

Stryker
05.2019 - 12.2022

IT Support Specialist

北京聚合宝利商贸有限责任公司 (No English Name)
12.2017 - 02.2019

Bachelor of Science - Computer Science And Technology

Capital Normal University

College Diploma - Computer Network And Technology

Peaking University Founder Technology College
Chenyang (Freddy) Ma