Keren Yi
Summary
Results-oriented Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Technical Support Engineer
Salesforce
07.2024 - Current
- Worked closely with Tableau product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
- Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Collaborated with sales teams to provide pre-sales technical assistance, helping secure new business deals and increase revenue.
Support Engineer (Big Data & AI)
Microsoft
02.2021 - 07.2024
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Communicated with clients to verify roots and causes of computer problems.
- help follow up with the new comers in team and provide training sessions to team members.
- help escalating cases from other regions and join the daily triage meeting to sync up.
- check and revise the product related document
IT Specialist
IBM Service Japan
04.2019 - 02.2021
- understand the requirement of end user and are responsible for the design and presentation document.
- help facilitate the daily meeting with whole project members.
- developed a sales-targeting software using IBM package.
- prepare and perform integration test using raw sample data from end user.
- Monitored systems in operation and input commands to troubleshoot areas.
- Walked individuals through basic troubleshooting tasks.
Education
Bachelor of Arts - Japanese
Southeast University
Master of Arts - Behavioral Sciences
Tohuku University
Skills
- Data Analysis with BI tool (Tableau & Power BI)
- Statistics
- Data Integration (ETL)
- Data Governance
- Product knowledge
- Technical troubleshooting
- Customer relationship management
- Root-cause analysis
- Debugging
- Issue research
Accomplishments
Microsoft 2024 Q2 DTP award winners
Fabric Analytics Engineer Associate
Power BI Data Analyst Associate
Microsoft Azure Infrastructure Solutions
Azure Data Scientist Associate
Azure Data Engineer Associate
oracle java sliver
Certification
-
Azure Data Scientist Associate
-
Azure AI Engineer Associate
-
Azure Administrator Associate
-
Azure Data Engineer Associate
-
Oracle Certified Java Programmer, Silver SE 8
-
Toeic 920
Language
- Mandarin (Native)
- Japanese (Business Level)
- English (Business Level)
Timeline
Senior Technical Support Engineer
Salesforce
07.2024 - Current
Support Engineer (Big Data & AI)
Microsoft
02.2021 - 07.2024
IT Specialist
IBM Service Japan
04.2019 - 02.2021
Master of Arts - Behavioral Sciences
Tohuku University
Bachelor of Arts - Japanese
Southeast University
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