Work experience

• Lead Technical Support Engineer

  Wicresoft (A MicrosoftCompany)

  2021.04-2025.04

  (4 years)

  An accomplished Information Technology professional with four (4) years of dynamic experience in System Administration and Technical Support/ Troubleshooting within the IT industry Experienced and reliable customer support extensive aiding in (Wicresoft-Shanghai) as Microsoft Technical Support with a strong dedication to help customer resolve issues and cultivating a positive image of the company. Excel in both team environment and alone. Proven ability to listen attentively, solve problems quickly and efficient, and create high-quality professional relationships with customers. Fully committed to following company procedures and winning loyal customers. EXPERIENCE • Currently serving as a Lead Technical Support Engineer (LTSE) for the Microsoft Office 365 Support Premier team, offering specialized knowledge and acting as the escalation point of contact to resolve incidents. • Provide Level 2 support for incidents, changes, and preventive actions to maintain high quality Service Level • Coaching and mentoring newly hired personnel to ensure their swift integration and productivity on the operational floor. • Assisted customers with technical issues via phone, email, and live chat, ensuring timely and accurate resolutions. • Diagnosed and resolved office issues for a wide range of devices, including desktops, laptops, and mobile devices. • Developed and maintained user guides and FAQs, reducing the number of repetitive inquiries by 20%. • Participated in regular team meetings to discuss common issues and share best practices, fostering a collaborative work environment. • Received the “Employee of the Month” award three times for exceptional performance and customer service.

Educational experience

• Shanghai Dianji University

  International Business Economic and Trade

  2017.09-2021.07

  (4 years)

  I graduated from Shanghai dianji university
• Shanghai Dianji University

  Chinese language

  2016.09-2017.09

  (a year)

  I have a HSK 4

Languages