portrait

The word from Sheldon

Hey, welcome to my website. This is Sheldon who has owned 10 years working experience in information technology industry, with over 6 years in leadership positions.

Abundant experience in service delivery of outsourcing industry, knowledgeable in operation management and always receiving very positive feedback.

With entrepreneurial spirit of always keep going and devoted working ethic, I have demonstrated the ability to being always able to archive goals within control and results beyond expectation.

Based on what I have done and what has been well known for, am confident that I will keep marching and archive higher in my future career.

Sheldon Jiang

Technical Advisor, Microsoft
signature

Discover

CORE COMPETENCIES

Growth Mindset

rating

Customer Obsessed

rating

Empowering Others

rating

Persuasive Communication

rating

Entrepreneurial Orientation

rating

Self Confidence

rating

Check out my

PROFESSIONAL CAREER

Microsoft (China) Co., Ltd.

Technical Advisor, Azure, Customer Service & Support

Responsibilities

  • Represent Microsoft in vendor communications via phone, email, or web to assist customers in resolving issues involving Microsoft products and services.
  • Possess technical competencies needed to ensure technical readiness of the supplier support staff
  • Have excellent communication skills to interact well with others on a regular basis as a part of the role
  • Do technical mentoring of others and share technical expertise
  • Assist with developing training plans for supplier Engineers based on skills gap analysis, product needs, etc.
  • Making Customers and Partners Successful
  • Acts with conviction and confidence of own technical leadership to deliver a perfect solution that meets each of our customer’s specific needs
  • Demonstrates team work with customers and other Microsoft teams
  • Uses technical knowledge and industry expertise to influence and develop the right Intellectual Property (IP) to better serve customers
  • Solicits and learns from feedback in order to learn, grow, and use their experiences to improve future customer experiences
  • Growing the Business Supports & drives growth, consumption & revenue
  • Represents the unique technical knowledge and broad business insight of Microsoft in all interactions
  • Engages in customer on-boarding and pre-sales activities to support a One Microsoft and end-to-end Customer lifecycle approach
  • Collaborates with GetHelp to facilitate resolution of customer and field related issues when standard support channels fail to satisfy the submitter.

2017 - Present

Microsoft (China) Co., Ltd. (Contracted with Wicresoft)

Senior Team Manager, Office 365 APGC Support Team, Customer Service & Support

Responsibilities

  • Manage Customer Service Representatives
  • Provide feedback and coaching CSRs to improve service quality
  • Assures compliance of metrics and procedures on behalf of CSRs
  • Contingency Plan Implementation and Activation
  • Monitor balance of workload and CSR availability
  • Review daily, weekly, monthly and quarterly operational reports
  • Host weekly, monthly business review meeting with client
  • Manage CSR readiness by communicating policies and procedures to the team
  • Motivate CSRs and team morale
  • Provide Improvement Action Plans, feedback and reports to subsidiary
  • Acquire and update knowledge of Microsoft products, support offerings and licensing structure on an on-going basis

Achievements

  • Best Performance Team Award in FY16
  • 100% met increasing KPI targets of Microsoft
  • Staff average attrition% reduced from 11% to 7% in FY17 H1, control the Absenteeism% to less than 5%
  • Successfully changed the project delivery module from Pay by Headcounts to Pay by Incidents with 13% margin in FY17 H1

2016 - 2017

Microsoft (China) Co., Ltd. (Contracted with Wicresoft/Manpower)

Escalation Lead, Global Escalations Services, Customer Service & Support

Responsibilities

  • Provide team leadership for on-site vendor resources providing consumer support across a variety of products and services
  • Monitor support queues and ensure all cases are handled within the appropriate SLAs
  • Review customer satisfaction survey results and develop action plans for improving the support experience to ensure deliver a perfect experience every time
  • Foster positive customer relationships and build customer loyalty with Microsoft, while managing challenging situations effectively
  • Manage critical situations that may involve challenging issues, diverse audiences and potentially externally visible issues
  • Knowledge sharing, consult, collaborate with CSRs on customer issues.

Achievements

  • 100% met increasing KPI targets of Microsoft
  • Successfully assist on Customer Advocacy Service landed in APGC

2012 - 2016

Deloitte Touché Tohmatsu

Senior IT Training Officer, IT Services National

Responsibilities

  • Work with team members and act as a leader to complete the project within the scope of functions efficiently and accurately
  • Collect requirements and design SharePoint sites for Audit, Tax & Consulting departments
  • Monitor and solve the daily applications and internal systems enquiry for Eastern Region
  • Analysis IT Helpdesk system to find users’ requirements and build monthly Excel report to helpdesk team manager and Dashboard Design (now SAP Business Objects) report for CIO
  • Liaise with business users to assess required changes/enhancement to fulfill on-going business need and write requirements documents
  • Deloitte internal portal iNet daily maintenance and enhancement
  • Conduct functional test and assist in data clean-up and data migration
  • Responsible for delivery and follow-up the internal IT training, including New Employee Orientation, Office Workshop and internal systems briefing etc.
  • Write internal systems user manuals, make IT Hints & Tips e-learning materials and send out relevant newsletters

Achievements

  • Awarded the Green Dot Award (Best Employee of the Year) in 2012
  • Successfully bring several internal systems online and working normally

2010 - 2012

Academic

BACKGROUND

Shanghai Jiao Tong University

Pre Master of Business Administration

Present

University of Shanghai for Science & Technology

B.E. Measurement & Control Technology and Instrumentation

2006 - 2010

Certificates

I’VE OWNED

Contact

GET IN TOUCH

I would be happy to talk to you if you need more information about my background or whether you want to offer me a job in your company.

Though I have limited time as I am busy in other stuffs, but I am always available for good opportunities.

Feel free to contact me by using the methods listed below.

Phone

China Mobile: +86-136-3650-6130
China Telecom: +86-181-0171-6130

WeChat Official Account