San Francisco Bay Area
Act as De-Escalation Architect at SAP HANA Enterprise Cloud for critical incidents in close collaboration with the Mission Control Center. Handle production down situation and bring the customer’s core business processes back up in timely manner. Act as HEC Critical Customer Manager responsible for critical customer situations, including supporting the identifying of top issues and action plans, coordinating across different Lines of Business and reporting back to senior management stakeholders. Support projects and initiatives around continuous improvement topics for end to end customer experience in the Hana Enterprise Cloud and act as an official input channel to HEC Delivery on the same.
Including one year internship. Project Experience: Work as product developer in insurance project for Taiwan Nan Shan Life Insurance Company, Ltd. from May.2015 till now. Developing insurance solutions by using M10 and testing the insurance products on Msg.PM system and FS-PM GUI system to offer insurance company a one-stop solution with standard sample content. Work Experience: a)Work overseas and deliver onsite/remote services to SAP premium engaged customers worldwide, including Coca-Cola in US/Brazil and Maple Leaf Foods in Canada and etc. Tune ABAP programs and Oracle/MSSQL database to improve the performance of ERP system. Rotation in SAP Mexico Branch for 3 months. b)Engage with customer side engineers, perform customized system landscape design and implementation using SAP ERP products and solutions. c)Deliver workshops about memory management of SAP system to customers, including Jiangsu Nuclear Power Corporation. Use ABAP programming to demo memory dump and its solution. d)Work in SAP back-office as De-Escalation Architect to handle critical customer cases and conduct root-cause-analysis to propose solution in the shortest time.
Management of ERP and BES system, including network maintenance.