• Service Central Portal (Web): Led successful migration of product support service (averaging 50k daily pageviews) to Microsoft's D365 CRM platform, overseeing system redesign, backend reconstruction, and customer data management.
• TrendConnect (App): Significantly reduced crash rate by leading the team to refactor the application’s infrastructure, maintain continuous deployment for a mature product.
•Trend Micro Community Forum (Web): Managed CRM-related business systems to meet customer-centered business requirements, coordinating with stakeholders across 3+ departments.
•Internal Search/Eureka Search (Web): Led cloud platform migration for internal customer support, developing a strategic roadmap to leverage AI search capabilities and UX optimization.
• Coordinated 2023 Digital Customer Experience Workshop for department stakeholders, fostering cross-functional collaboration and driving initiatives to improve the customer journey.