Jian Xu

TAC Support • Provide Level-1/2 technical support to Enterprise and Carrier customers on troubleshooting various network devices and services. • Responsible for daily device management and resolution of the customers’ network-related proactive and reactive trouble tickets associated with Huawei equipment and managed services. • Provide remote support to onsite technicians to complete spare parts replacement/ onsite troubleshooting tasks Project Management • Participated as PM and PE in managing and supporting Internet Datacenter deployment project for major customers. • Oversee projects from start to finish, work closely with customer, account team and supply chain to prepare project planning and keep the plan on track. • Provide onsite training to the project team to ensure deployment in a timely manner and effectively to meet customer’s expectations. Service Solution Sales • Support sales team on presales product solution demo and post-sales service. • Support service sales team, communicate effectively with customers to solve issues from service requirements, SOW, SLA and review service contracts. • Evaluate customer’s install base to build service solutions and quotations to meet customer’s requirements and budgets.

• Initiated market research studies and analyze technologies to understand customer and market opportunities • Cooperated with oversea / local vendors on new product development • Lead and manage technical support team to maintain customer satisfaction with high standard of excellence for service • Responsible for providing training to customers on product use and best practices • Assist upper management and Sales Managers on technical and business aspects to meet customer needs. • Working with engineering team on escalated technical issues and lab / in field testing • Manage logistics team on inventory control and procurement

• Manage and configure Cisco route, switch, VM server and DSLAM to emulate ISP network • Provide technical support to Internet Service Providers via phone, email and in field • Configure, test and verify xDSL/GPON devices in lab and field networks with diagnostic tools • Cooperate with engineering team on firmware QA, performance verification • RMA hardware troubleshooting and inspection. Product quality control • Created and developed an internal web application based on LAMP server to add business value and to simplify support process through increased efficiency • Developed automation scripts using Python to remotely manage, test and data logging broadband equipment in field networks • Automated broadband device physical layer throughput testing with DSLAM

Bachelor of Science in Electrical Engineering and Minor in Mathematics,