Miho Hoshino
2-6-12-1102, Kudan Minami, Chiyoda-ku,Japan
Summary
Results-driven professional with a passion for learning and adapting to new products and technologies quickly. Possesses solid software proficiency and troubleshooting abilities, ensuring efficient problem-solving in diverse environments. Known for collaborating effectively with team members, prioritizing integrity in all interactions. Fluent in both Japanese and English, with strong communication skills enhancing cross-cultural collaboration and project success.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Senior Technical Support Engineer
Salesforce(Tableau)
04.2022 - Current
- Provide technical support to premium customers (Tableau)
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Create knowledge base documents appropriately
- Contributed to publish known issue content in order to reduce future customer calls
- Develop helpful resources for new hires and shared knowledge and best practices
- Setup and maintain shared lab server.
Senior Technical Support Engineer
VMware K.K.
06.2018 - 03.2022
- Troubleshooted desktop virtualization and related issues by analyzing logs, process/memory dumps, networking traces, data collected by system tools as well as reviewing codes to quickly provide resolutions and identify root cause and increase customer satisfaction
- Joined L3 backline team and them moved to premier support team that provides technical support to premier customers as skilled and experienced engineer (similar position as Escalation Engineer)
- Aligned with Engineering and Account team to provide better support to customers
- Created or update knowledge base documents appropriately
- Shared technical knowledge with team members.
Support Readiness Specialist
Citrix Systems Japan
08.2009 - 05.2018
- Developed product release/new hire training materials/labs that are used among worldwide support teams
- Delivered new hire training for support teams in Japan and APAC on fundamentals and troubleshooting methodology for Citrix products (XenApp, XenDesktop and XenServer)
- Developed advanced product training materials in cooperation with other team members around the globe and delivered deep-dive technical sessions to local support team
- Created knowledge base articles for support case deflection
- Participated in support rotation from time to time to stay up to date on troubleshooting skills
- Maintained local lab environments.
Software Engineer
NEC
04.2002 - 07.2009
- Provided technical support within company as part of Engineering team on integrated platform management software (Apr. 2007 - Jul 2009, Technology Area: Virtualization Technology, Windows, Linux, Networking)
- Gathered technical information and prototyped programs to incorporate new features for integrated platform management software (Jun 2006 - Mar 2007, Technology Area: C#, VMware SDK, Virtualization Technology)
- Conducted technical research, designed functions, and programmed software for managing NEC's large-scale enterprise servers (Jan 2006 - Jun 2006, Technology Area: MySQL, Java, RMI, UML)
- Designed functions, programmed software for enterprise server management, and performed functional as well as integration testing (Jan 2004 - Dec 2005, Technology Area: Java, Unix, Windows, UML)
- Designed functions, programmed software for HP's large-scale enterprise servers and performed functional as well as integration testing (Feb 2003 - Dec 2003, Technology Area: Java, Unix, UML)
- Programmed software for NEC's large-scale server and performed functional as well as integration testing (Jul 2002 - Jan 2003, Technology Area: Java, SNMP, Unix)
Education
M.D.: Electronics, Information And Communication Engineering -
Graduate School, Chuo University
Tokyo, Japan03.2002
Bachelor's Degree in Science And Engineering: Electrical And Electronic Engineering -
Chuo University
Tokyo, Japan03.2000
Skills
- Software Development
- Virtualization Technologies
- Software Design
- Software Debugging
- Linux
- Windows
- Networking
- Java
- C#
- Training Delivery
- Training Content Development
- Technical Troubleshooting
- Customer Support
- L3 Technical Support Engineer
- Business Intelligence
- Artificial Intelligence
- Neural Networks
Certification
- English (TOEIC score: 950): Very Good
- 03/2023: Tableau Server Certified Associate
- 11/2018: VMware Certified Professional 7 - Desktop and Mobility
- 06/2018: VMware Certified Professional 6.5 - Datacenter Virtualization
- 04/2017: Citrix Certified Professional Virtualization
- 08/2013: Citrix Certified Instructor 2013 for Virtualization
- 08/2011: Citrix Certified Enterprise Engineer for Virtualization
- 06/2007: Sun Certified Java Developer
Languages
Japanese
Native language
Japanese
Proficient
C2
English
Advanced
C1
Awards
- CSAT Award within the Tableau Tokyo support team (2023)
- Sport Award (2019, as a member of the GS Lightning transition task force)
- The Warren Buffet Award at Citrix (2016)
- Business-minded Award (within the WW Support Readiness team, 2015)
- Encouraging Award at Freshmen Business essay contest presented by NIKKAN KOUGYOU news paper (2002)
- Best Presentation Award Issued by IEEE International Joint Conference on Neural Networks (Jul 2001)
Timeline
Senior Technical Support Engineer
Salesforce(Tableau)
04.2022 - Current
Senior Technical Support Engineer
VMware K.K.
06.2018 - 03.2022
Support Readiness Specialist
Citrix Systems Japan
08.2009 - 05.2018
Software Engineer
NEC
04.2002 - 07.2009
M.D.: Electronics, Information And Communication Engineering -
Graduate School, Chuo University
Bachelor's Degree in Science And Engineering: Electrical And Electronic Engineering -
Chuo University
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