Summary
Overview
Work History
Education
Skills
Timeline
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Vincent Yu

Technical Services & Solutions Specialist
Houston,Texas

Summary

Customer-focused technical specialist with a strong background in SaaS support, cross-functional collaboration, and issue resolution. Experienced in guiding customers through platform transitions and translating technical problems into clear, actionable solutions with empathy and clarity.

Overview

12
12
years of professional experience
6
6
years of post-secondary education

Work History

Technical Solutions Specialist - Tier 2

AquaPhoenix Scientific
01.2025 - Current
  • Acted as a key escalation point, translating technical issues into actionable solutions for customers and internal teams.
  • Partnered with sales, support, and modem assembly teams to coordinate seamless migrations to the Flight platform.
  • Created and maintained internal SOPs and customer-facing documentation to improve user experience and reduce support friction.
  • Developed reports and dashboards to support case resolution and internal tracking.

Software Solutions Specialist

Aquaphoenix Scientific
12.2023 - 01.2025
  • Delivered front-line SaaS support via phone, Intercom, and email
  • Helped prioritize and resolve a legacy backlog of high-priority support tickets.
  • Partnered with QA and developers to triage and escalate bugs via JIRA.
  • Communicated updates and timelines to customers during active issue resolution.
  • Queried data and ran reports in SQL Server; assisted with backend troubleshooting and fixes.

Business Solutions Analyst

HCSS - Heavy Construction System Specialists
01.2022 - 12.2023
  • Resolved the most challenging customer cases and situations while pushing to improve internal and external product knowledge.
  • Resolved complex, time-sensitive business solutions or application issues using industry knowledge and troubleshooting.
  • Proactively coached techs on live calls to resolve high level issues.
  • Managed and executed complex client projects successfully.
  • Interfaced with Development, Support, Sales and Implementation Teams to resolve high level customer issues.
  • Served as a translator and communicator between Development and customers, anticipating potential issues.
  • Contributed to and refined departmental knowledge base.
  • Lead live customer-facing training and webinars.

Technical Support Analyst

HCSS - Heavy Construction System Specialists
01.2016 - 01.2022
  • Consistently recognized as a top performer while continually mastering new products and skills.
  • Supported and mastered 10+ products and integration points.
  • Mentored and assisted with onboarding and technical training of new hires.
  • Ensured SOC2 compliant workflow and practices.

Scientific Programmer

Baylor College of Medicine
01.2013 - 01.2015
  • Assisted with the management of EMEN2, an open-source imaging database.
  • Managed, maintained and improved the EMEN2 imaging database.
  • Worked with database users to improve user functionality and usability.

Education

BA - Bioinformatics

University of St. Thomas
01.2005 - 01.2009

Computational Biology

Carnegie Mellon
01.2010 - 01.2012

Skills

Customer Support

Product Issue Resolution

Customer Training

JIRA

SQL & SSMS Data Reporting

SOP creation

Platform Migration & User Transition

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Timeline

Technical Solutions Specialist - Tier 2

AquaPhoenix Scientific
01.2025 - Current

Software Solutions Specialist

Aquaphoenix Scientific
12.2023 - 01.2025

Business Solutions Analyst

HCSS - Heavy Construction System Specialists
01.2022 - 12.2023

Technical Support Analyst

HCSS - Heavy Construction System Specialists
01.2016 - 01.2022

Scientific Programmer

Baylor College of Medicine
01.2013 - 01.2015

Computational Biology

Carnegie Mellon
01.2010 - 01.2012

BA - Bioinformatics

University of St. Thomas
01.2005 - 01.2009

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