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
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
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
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
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
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
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