Yumeng Yang
Customer Service Spcialist
Sendai,Miyagi
Summary
Good learner with strong curiosity and enjoy interacting with people. Capable with flexible working schedule. Experienced in international work environment and been working remotely for nearly 2 years. Eager to learn new technologies. With 3 years of working experience in Technical support and investigation, can't wait to apply specialties to new challenges.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Investigation Specialist
Amazon
Sendai, Miyagi
10.2019 - Current
- Conduct Intellectual property infringement investigation in regards to validity and legitimacy of transactions based on internal and external information to meet operational metrics while ensuring high level of decision quality.
- Use combination of manual and automated tools to gather data and conduct investigations in Japanese, English and Chinese.
- Identify and report system bugs or system failures including impact from those.
- Work with team members across sites for better knowledge alignment.
- Solve problems by linking with people from other departments.
- Effort on continuous productivity and performance improvement against benchmarks.
Associate Technical Consultant
NNIT
Tianjin, Tianjin
02.2018 - 09.2019
- Provided Tier 1&2 application support to non-technical internal or external users through desk side support services via phone, email and chat.
- Assisted global users in identifying issues and explained solutions to restore service and functionality. Problem investigation and coordinated with infrastructure teams, vendors and other stakeholders.
- Granted and revoked user administration.
- Used ticketing systems to manage and process support actions and requests. Documented solutions in system for future reference and addition to build and maintain knowledge base.(Globeshare ISOtrain Successfactors CMS RIMS Argus CDMS and PMX)
- Monitored regulatory systems used by Novonordisk in operation and input commands to troubleshoot areas. Compiled monthly report to customer on project status, application support status and KPI, summarized root causes and resolution details of incidents and status of open problems. (UnixSCE)
- Monitored and created incidents, escalate to relevant teams. (Scom)
- Monitored incoming incidents in remedy, coordination of investigation for incidents that require elevated support from consultants from Tier 2 or 3. Worked with assignees to maintain incident KPIs. Conduct quality meeting with customers ( Bang&Olufsen ).
Education
Bachelor of Science - Electronic Information Science And Technology
Tianjin Polytechnic University
Tianjin 09.2014 - 06.2018
Skills
ITIL Foundation
Intellectual Property Infringement Investigations
Administrative support
Remote IT Implementation
Technical issues analysis
Timeline
Investigation Specialist
Amazon
10.2019 - Current
Associate Technical Consultant
NNIT
02.2018 - 09.2019
Bachelor of Science - Electronic Information Science And Technology
Tianjin Polytechnic University
09.2014 - 06.2018