Binglin Ji
Dublin
Summary
10 years of technical support experience, over 6 years of cloud technical support experience in major tech companies. Proficient in resolving various customer issues. Strong ability to learn new knowledge, curious about new technologies. Always holding myself to high standards and striving to meet customer needs at the highest level.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Cloud Support Engineer II
Amazon Web Services
Dublin
08.2023 - Current
- Troubleshot complex problems with cloud computing systems and networks.
- Help enterprise customers to resolve high severity issues.
- No low ratings from customers since starting this job.
- Excellent troubleshooting experiences on Kubernetes (AWS EKS) and Linux Operating System issue (specially on kernel-related issues).
- EKS Ops Role and EC2/Linux Subject Matter Expert.
- Understand other AWS Cloud Services, such as EC2, EBS, ELB, ECS, CodeDeploy, CodePipeline, S3, Lambda, etc.
- Organized one EKS bootcamp training.
- Helped 2 new hires onboarding.
Cloud Support Expert
ByteDance
Beijing
07.2021 - 08.2023
- Played a pivotal role in the team, enhancing team management abilities.
- Support complex cases in L2 technical support team and provide proper solutions to customers' issues.
- Design ticket escalation processes and response SLA.
- Design knowledgebase system and encourage team members to record and share the knowledge.
- Designed and executed innovative training initiatives integrating practical labs, instructional videos, and problem-solving tasks for enhanced product understanding.
- Review the result of OKR (Objectives and Key Results) with each team member. Assist them to build their own career development.
- Conducted monthly one-on-one meetings with team members to gain insights into their needs and receive feedback.
- Work with HR to design a promotion policy for the technical support role.
- Develop troubleshooting and automation tools.
Cloud Support Engineer II
Ningxia Western Cloud Data Technology Co. Ltd.
Beijing
10.2018 - 07.2021
- Award the AWS certified Linux SME in 2020.
- In addition, I also have good experience in other AWS services, especially EC2, EBS, S3, Lambda, ElastiCache, Redis, CloudFormation, ECS, and EKS.
- Handle about 50 cases per month (average is 40 cases).
- Good CCR score (4.9+/5.0).
- Handle the phone screen and loop interview (dive deep).
- Award, 'Best Technical Support Engineer of the 2020 Year'.
- Provided technical support and monitoring services to the 2020 AWS China region submit.
- Used Python Django framework to develop the CCR review system for the China region premium support team.
Technical Support Engineer
Red Hat Software
Beijing
03.2016 - 10.2018
- Delivered technical support for Red Hat Enterprise Linux OS to clients from various industries including Banks, Financial Institutions, IT and Hardware Manufacturers.
- Delivered a minimum of 20 professional articles annually.
- Effectively identified and resolved complex customer issues in the kernel file system storage and system management domain.
- Handle 60 cases per month, higher than the average (40 cases).
- Implemented crash tool analysis to diagnose kernel panic and system hang root causes, delivering effective customer solutions.
- Utilized various tools such as strace, perf, ftrace, and systemtap for analyzing performance issues.
System Engineer
Perfect World Inc.
Beijing
11.2013 - 03.2016
- Performed game server maintenance and troubleshooting tasks.
- Built and maintained Prod/QA/Dev game clusters.
- Enhanced efficiency by writing scripts in Bash, Perl, and Python to automate operations.
- Designed and deployed an optimized web server to ensure smooth gaming experience for players.
- Utilized Zabbix monitoring system to enhance operations
Education
Master of Computer Science - Software Engineer
University of Wollongong
Australia12-2012
Bachelor of Computer Science -
University of Wollongong
Australia12-2010
Skills
- English/Mandarin Speaking
- Python/Go/Java/Bash languages
- EC2/EBS/S3/Lambda/ECS/CodePipeline
- Load Balancing
- Kubernetes
- Linux OS
Languages
Chinese (Mandarin)
First Language
English
Upper Intermediate (B2)
B2
Certification
- Red Hat Certificate Architect
- AWS Certified Solutions Architect - Associate
- CCNA
Timeline
Cloud Support Engineer II
Amazon Web Services
08.2023 - Current
Cloud Support Expert
ByteDance
07.2021 - 08.2023
Cloud Support Engineer II
Ningxia Western Cloud Data Technology Co. Ltd.
10.2018 - 07.2021
Technical Support Engineer
Red Hat Software
03.2016 - 10.2018
System Engineer
Perfect World Inc.
11.2013 - 03.2016
Master of Computer Science - Software Engineer
University of Wollongong
Bachelor of Computer Science -
University of Wollongong
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