Peter Lin
McKinney,TX
Summary
Detail-oriented, organized, and meticulous employee. Works at a fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Account Manager
Splunk
Plano, TX
05.2023 - Current
- Enhanced customer satisfaction by resolving technical 20 + issues promptly monthly basis.
- Assisted sales representatives by providing technical expertise during client presentations, contributing to successful deal closures.
- Facilitated smooth transitions during software upgrades or migrations by managing expectations and addressing any concerns promptly.
- Delivered tailored training sessions to clients, increasing their confidence in using products effectively.
- Average MTTR and CSAT within strict quota or over 100% with perfect CSAT 5.0.
- Identified opportunities for upselling or cross-selling additional products or services based understanding of each client's unique requirements.
Technical Support Engineer
Splunk
San Jose, CA
08.2019 - 04.2023
- Maintaining pipeline of 20+ projects simultaneously, troubleshooting software issues, communicating with customers, and providing quality customer experience.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
Data Analyst Intern
Splunk
San Jose, CA
02.2019 - 08.2019
- Facilitated meetings with Program Managers to ensure consistent updates on urgent topics.
- Conducted thorough data validation and cleanup, ensuring accuracy and reliability of datasets used for analysis.
- Completed data cleaning and data validation of existing spreadsheets to promote robust data management platform, resulting in accurate data analysis and entry.
- Monitored and controlled data upload, checking for successful data import and quality.
Internet Sales Consultant
AutoNation
Fremont, CA
06.2016 - 02.2019
- Advised over 150+ clients monthly, provide customer service and comprehensive product knowledge, yielding successful sales.
- Worked closely with marketing teams to create targeted promotional materials, ensuring a unified message across all channels and an efficient use of resources.
- Analyzed website analytics data to identify areas for improvement in user experience, resulting in increased lead generation from online sources.
Senior Project Coordinator
DIRECT TO YOU EXPRESS, LLC
San Jose, CA
12.2014 - 06.2016
- Maintained Key Performance Index by promptly responding to clients regarding issues with Shopify & Amazon online stores within the first 30 minutes.
- Followed up on change orders to ongoing projects, confirming necessary alternation completions occurred on time.
- Managed brand identity, verifying [Type] communications aligned with marketing and public relations priorities.
Education
Some College (No Degree) - Data Processing Technology
Year Up
San Jose, CASkills
- Database Management, SaaS, Computer Hardware
- Excel, PowerPoint, Forecasting
- Splunk, Linux, Salesforce, Jira
- Slack, Microsoft Office Suite, Google Sheets
- Remote Support, Customer Support, Escalation Handling
- Software Knowledge, Confluence, Product Troubleshooting
Certification
- Splunk - Data Administration, 2019
- System Administration, 2019
- Troubleshooting Splunk Enterprise, 2019
- Splunk Architecture 2024
Languages
Chinese (Mandarin)
Native or Bilingual
Timeline
Technical Support Account Manager
Splunk
05.2023 - Current
Technical Support Engineer
Splunk
08.2019 - 04.2023
Data Analyst Intern
Splunk
02.2019 - 08.2019
Internet Sales Consultant
AutoNation
06.2016 - 02.2019
Senior Project Coordinator
DIRECT TO YOU EXPRESS, LLC
12.2014 - 06.2016
Some College (No Degree) - Data Processing Technology
Year Up