SQL Developer, Toad
Tian Sun
Support Engineer
Marietta,GA
Summary
First-rate Senior Support Engineer with 13 years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge in Object Oriented Development and subject matter expert on cloud-based automation solutions. Established reputation as sharp technology expert when working with customers to identify and deploy solutions. Resolves problems quickly, delivering high levels of customer satisfaction.
Overview
23
23
years of professional experience
6
6
years of post-secondary education
2
2
Language
Work History
Senior Support Specialist
Acoustic L.P.
Atlanta, GA
04.2020 - Current
- Analyzed application and performance issues to identify troubleshooting methods needed for quick remediation.
- Assisted customers in identifying issues and explained solutions to restore service and functionality, including workarounds.
- Explained technical information in clear terms to non-technical clients to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks, working closely via phone, email, live chat and web teleconference.
- Broke down and evaluated user problems, using test scripts and third-party tools, personal expertise and probing questions.
- Processed over 50 support requests weekly for technical assistance on wide range of issues related to cloud-based Marketing Automation platform.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Collaborated with vendors/partners to identify integration defects and resolve advanced problems.
- Interacted with team members across departments to research and resolve customer issues.
Senior Support Engineer
IBM
Atlanta, GA
06.2014 - 03.2020
- Provided [Type] support to [Type] users in 24/7 uptime environment, often working double shifts to accommodate time zones.
- Trained and mentored over 10 colleagues within Client Support Department
- Conducted technical interviews to screen job candidates for Client Support team.
- Composed Knowledge Base articles for Documentation team.
- Specialized on Hot case and hot client handling with Relationship Management team
- Tested and identified product defects
- Processed escalation to Engineering, NOC, DBA, Application Support, Product Management, MIS, rofessional Services, Provisioning, Deliverability, CRM integration, and vendors.
- Produced detailed case updates and comments in Salesforce case history which benefit both external clients and internal colleagues across Client Services team
- Assisted other internal departments on product consulting and feature enhancement, including Deliverability, Product Management, Scrum teams, integration and account management staff
- Weekend On-Call Escalation Team member to assist clients on After-Hour cases
- SME (subject matter expert) with certification on major Silverpop products and features.
Client Support Specialist
Silverpop Systems
Atlanta, GA
07.2008 - 06.2014
- Assisted clients by troubleshooting, training, Q&A, providing workaround advices, business implementation, & product consulting
- High client satisfaction survey score with strong sense of urgency and empathy
- Top performer of phone call handling with high volume
- Multi-tasking on web cases, email cases and back-to-back phone cases
- Generated weekly executive level Flash Report of Client Support Department using Microsoft Excel.
Software Engineer
Kaplan Financial Education
Atlanta, GA
12.2000 - 04.2008
- Developed PL/SQL Oracle stored procedures for web-based Training and Administration System.
- Maintenance and support on KaplanFinancial.com web site updates and built Micro-sites for corporate clients with web-based content management system.
- Upgrade of online course catalog system with database migration from FoxPro to Oracle.
- Analyzed, developed and maintained web-based systems for Continuing Education products, order lookup/processing, and regulatory requirements, using C++/CGI and Oracle.
- Maintained online training gateway with MS Visual Studio .NET using VB, ASP, HTML, JavaScript.
- Web interface enhancement of corporate online store using MiniVend and Oracle, integrated with PayPal, using HTML and JavaScript.
- Implemented a web-based survey system for marketing department, using Perl CGI.
- Installed SQL Relay, an open source persistent database connection pooling, proxying and load balancing system for UNIX.
Programmer
Examco Inc
New Orleans, LA
05.1998 - 12.2000
- Developed web-based virtual learning system, using HTML and JavaScript.
- Developed online course catalog system for corporate clients, using C++/CGI and FoxPro.
- Y2K Implementation on company-wide systems.
- Project Management for outsourcing new version release of the floppy disk-based training engine software.
- Product Content Management System featuring floppy disk production fulfillment, using FoxPro for UNIX.
- Installed and configured VsiFax on UNIX using FoxPro.
- Developed scoring application with Scantron sheet grading service for the Training Management System using UNIX C++.
- Helped on maintenance of automatic order processing system with FoxPro for UNIX.
Education
Master of Science - Management Information Systems
The University of Texas At Dallas
Richardson, TX 08.1995 - 12.1997
Bachelor of Arts - English Literature
Shanghai International Studies University
Shanghai, China 09.1986 - 07.1990
Skills
Technical troubleshooting
Software
NotePad
Filezilla, WinSCP
Salesforcecom
Slack, ZOOM, WebEx
MS Outlook, Teams
REX VPN, Pulse Secure
Microsoft NET
Google Drive, OneDrive, iCloud, Amazon AWS
Jira, ServiceNow, Serena TeamTrack, Karix
Logstash, Grafana, Kafdrop
Swagger API, SoapUI
Interests
Choral Conducting
Timeline
Senior Support Specialist
Acoustic L.P.
04.2020 - Current
Senior Support Engineer
IBM
06.2014 - 03.2020
Client Support Specialist
Silverpop Systems
07.2008 - 06.2014
Software Engineer
Kaplan Financial Education
12.2000 - 04.2008
Programmer
Examco Inc
05.1998 - 12.2000
Master of Science - Management Information Systems
The University of Texas At Dallas
08.1995 - 12.1997
Bachelor of Arts - English Literature
Shanghai International Studies University
09.1986 - 07.1990
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