Yilin MO

Mainly focusing on assisting customer with issues on User interface, Security, Data Sharing and Data governance as Collaboration SME: • Providing guidance on the issue troubleshooting process, case management and customer service strategy • Responsible for long running case review and case hygiene guardian • Advocating support to the engineering team on bug fix follow up and technical discussion. • Assisting escalation and complexed technical support cases • Committee member for technical and process improvement request, training preparation and delivery for technical skill and new feature • Part of the recruitment for technical support team • Coaching and Mentoring for new engineer onboarding • Interim manager for the team

-- Providing high level and dedicated technical support to Atlassian enterprise customers and VIP accounts. Troubleshooting all types of product and infrastructure related issues such as database, operating system and networking, offering root cause analysis, and workaround solutions in a short period. -- Offering technical consultant and Handling technical escalation from the standard support team. Assisting in resolving complex issues and advising on the issue handling. -- Acting KCS coach for the team on facilitating knowledge creation and reviewing the knowledge base article. -- Working with the commercial team on pre-sales and customer retaining. Including building the service trial procedure for business development and being the main coordinator in support for renewal operation. The trial procedure resulted in an 80% success rate on service purchasing after the trial. -- Assisting the customer success team on handling Chinese customers. -- Coaching and training new support engineers in the team. -- Acting team manager for the team, hosting team meetings, assisting resource planning and driving the project on team culture improvement, resulted in a 25% increase on the team culture satisfaction.

-- Handling Technical and Customer escalation for JIRA, Confluence and Atlassian Crowd in EMEA support team, advising on troubleshooting and solving complex application issues, assisting on customer escalation. -- Source code debugging and advising the bugfix to the dev team. -- Technical leadership for Support engineers’ coaching and training

-- Provide product technical support for Confluence and Crowd -- In charge of support team test environment construction and maintenance

L3 support engineer serving both external customer and our professional service engineering team -- Issue troubleshooting and bug reproduction. -- Assisting the customer or professional service team member to recover the critical IT production chain. -- Daily technical brainstorming for the front line customer service team on improving the team member’s technical skill. -- Internal test laboratory administrator In the year of 2010, I was assigned for an out bordering mission, to set up the new customer technical support service for the Hong Kong branch. By working independently, I built up a trusted relationship with ASIA customers and covered the 24/7 duty call for emergency cases.