I am a seasoned Incident Handler and Security Operations Professional with over 4 years of experience specializing in threat mitigation, digital forensics, and cross-functional incident response. Throughout my career, I have demonstrated a proven track record in leading security investigations, developing remediation strategies, and optimizing incident response playbooks to enhance organizational security posture.
I excel at coordinating multi-team efforts during critical incidents and effectively communicating complex technical issues to stakeholders and enterprise clients. My certifications include Snowflake Core, AWS DevOps, CompTIA A+, and ITIL Practitioner Certification, which complement my technical expertise and professional skills.
In my current role as a Snowflake Assistant Technical Manager at Digital China Limited, I provide L2 technical support to enterprise customers, manage major incidents, and lead cross-functional collaboration between China-based clients and Snowflake HQ. I have successfully developed remediation playbooks that reduced resolution times by 30% and improved incident tracking efficiency by over 44% through the deployment of a JIRA-based Case Management System.
Previously, I worked as a 5G Core Network Data Technical Support Engineer at Ericsson China Shanghai Branch, where I gained extensive experience with Kubernetes networks, CI/CD pipelines, and security operations. I implemented geo-redundancy and disaster recovery policies ensuring 99.9% system availability and contributed to a 50% reduction in deployment time and 30% cost savings.
Earlier in my career, I served as a Microsoft Technical Support Engineer at Shanghai Wicresoft Co. Ltd., focusing on security and performance issues related to Microsoft Azure SQL databases. I improved client security postures by 25% through detailed migration and backup guidance and resolved numerous customer challenges.
I am proficient in various technical tools and languages including SQL, Postman, Azure/AWS, PowerShell, T-SQL, and network protocols. My strong analytical skills, combined with my ability to lead and collaborate across teams, enable me to deliver effective security solutions and enhance customer satisfaction.
I am passionate about continuous learning and professional development, as evidenced by my advanced degrees and multiple certifications. I am eager to leverage my expertise to contribute to the success of forward-thinking organizations in the cybersecurity and technical support domains.
