(3 years 11 months) • Maintained provincial-branch components of the Centralized Business Support System (cBSS) to ensure operational stability. • Performed troubleshooting and performance tuning using SQL and Oracle, enhancing core billing operations. • Developed Python scripts for automation, improving operational efficiency and monitoring processes. • Achieved a 15% reduction in job failure rates and improved system availability to 99.99%.

(1 year 7 months) • Provided Level 1 technical support to staff and students, troubleshooting Windows desktop, hardware, software, and connectivity issues • Configured and administered Zendesk, managing support requests and workflows; reduced average first-response time by 60% • Performed desktop/laptop setup, software installation, and onboarding for new users • Supported endpoint security operations and access provisioning with no major security breaches during tenure

16 years (2 years 10 months) • Led a team responsible for maintaining provincial-branch components of cBSS (Centralized Business Support System) • Managed team task allocation, performance, and workflow while conducting requirements analysis for system enhancements • Contributed hands-on development work supporting system improvements and feature delivery • Utilized SQL, Oracle, AWS, Huawei Cloud, and Python for system maintenance and automation 职位:Project Manager

(3 years 2 months) • Led requirements analysis for IBS (Integrated Billing System), coordinating with technical and business departments to define functional and reporting requirements • Drove cross-departmental coordination for development, testing, milestone tracking, and post-launch functional verification • Seconded (Aug 2013 – Feb 2014) as the provincial point of contact for the cBSS (Centralized Business Support System) build-out, responsible for requirements breakdown, cross-team coordination, and go-live verification for