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黃慧文 Hui Wen Huang
Experienced Technical Support Engineer in the Network Attached Storage (NAS) industry with 6.5 years at Synology Inc. Proven expertise in troubleshooting and resolving customer issues by employing an advanced automatic troubleshooting flow. Skilled in effectively identifying root causes and communicating with developers to deliver optimal solutions.Specialized in:
- System performance optimization
- Virtualization platforms: VMware / Hyper-V
- Storage technologies: iSCSI, RAID configuration, and data rescue
- File systems: Btrfs, ext4
- Programming languages: Python, Linux bash scripting, C
Technical Escalation Engineer
New Taipei City，TW
[email protected]
Working Experience
Synology.Inc , Technical Escalation Engineer, Dec 2022 ~ Now
My primary focus revolves around key products, encompassing NAS, btrfs/ext4 file systems, iSCSI configurations, Virtualization, and RAID management. My role entails handling support tickets that Technical Support Engineers find challenging, engaging in advanced troubleshooting, and collaborating with relevant Research and Development (R&D) teams to resolve intricate issues.
A significant aspect of my responsibilities involves monitoring monthly support ticket volumes. By actively tracking and analyzing these metrics, I identify potential issues and promptly report them to the development team. This proactive approach allows for the early detection of emerging challenges, facilitating timely intervention and continuous improvement in product stability. Through my involvement in escalated support cases and ongoing monitoring efforts, I contribute to the refinement of our products and the enhancement of overall customer satisfaction.
Synology.Inc , Senior Technical Program Manager, Jan 2022 ~ Dec 2022
Synology.Inc , Technical Program Manager, Oct 2020 ~ Dec 2021
Experienced in training and leading global Technical Support Engineers across diverse subsidiaries including the U.S., Germany, U.K., France, China, and Japan. Specializing in NAS solutions, btrfs/ext4 file systems, iSCSI configurations, Virtualization, and RAID management, I drive knowledge transfer through on-site sessions and comprehensive documentation. My initiatives include developing internal troubleshooting guides and FAQs, ensuring consistent, high-quality support worldwide. I regularly host webinars to update teams on NAS technology advancements and industry trends, fostering continuous learning and enhancing our support capabilities.
Synology.Inc , Technical Support Trainer, Oct 2018 ~ Sep 2020
Led global training initiatives for Technical Support Engineers on NAS systems, btrfs/ext4 file systems, iSCSI configurations, Virtualization, and RAID management. Conducted sessions at international headquarters and subsidiaries (U.S., Germany, U.K., France, China, Japan) emphasizing knowledge transfer and creating troubleshooting documentation. Established a unified support community through targeted training and detailed internal documentation, ensuring consistent and high-quality support worldwide. Regularly hosted webinars to enhance technical capabilities and foster continuous learning among support teams.
Synology.Inc , Technical Support Engineer, Jan 2018 ~ Sep 2018
Experienced Technical Support Engineer specializing in NAS solutions, proficient in file systems such as btrfs and ext4, adept at hardware troubleshooting, system diagnostics, including hang issues. Skilled in iSCSI configurations, Virtualization, and RAID management. Proven track record of resolving complex technical challenges and optimizing system performance. Committed to delivering exceptional support across diverse products and technologies.
WondeProud.Inc , FAE, Jul 2015 ~ Dec 2017
Major in GPS tracker troubleshooting and providing solution. The main task is to provide solution, host projects to fulfill customer's scenario, and maintain technical documents.
Education
National Tsing Hua University, 2011 ~ 2015
Bachelor of Science, Major in Power Mechanical Engineering,
Skills
Technical Support / Support Training
File System(EXT4/Btrfs) / iSCSI
RAID / Performance / Virtualization
Programing
Linux bash scripting
Python
C
Languages
Native in Mandarin
Fluent in English
黃慧文 Hui Wen Huang
Experienced Technical Support Engineer in the Network Attached Storage (NAS) industry with 6.5 years at Synology Inc. Proven expertise in troubleshooting and resolving customer issues by employing an advanced automatic troubleshooting flow. Skilled in effectively identifying root causes and communicating with developers to deliver optimal solutions.Specialized in:
- System performance optimization
- Virtualization platforms: VMware / Hyper-V
- Storage technologies: iSCSI, RAID configuration, and data rescue
- File systems: Btrfs, ext4
- Programming languages: Python, Linux bash scripting, C
Technical Escalation Engineer
New Taipei City，TW
[email protected]
Working Experience
Synology.Inc , Technical Escalation Engineer, Dec 2022 ~ Now
My primary focus revolves around key products, encompassing NAS, btrfs/ext4 file systems, iSCSI configurations, Virtualization, and RAID management. My role entails handling support tickets that Technical Support Engineers find challenging, engaging in advanced troubleshooting, and collaborating with relevant Research and Development (R&D) teams to resolve intricate issues.
A significant aspect of my responsibilities involves monitoring monthly support ticket volumes. By actively tracking and analyzing these metrics, I identify potential issues and promptly report them to the development team. This proactive approach allows for the early detection of emerging challenges, facilitating timely intervention and continuous improvement in product stability. Through my involvement in escalated support cases and ongoing monitoring efforts, I contribute to the refinement of our products and the enhancement of overall customer satisfaction.
Synology.Inc , Senior Technical Program Manager, Jan 2022 ~ Dec 2022
Synology.Inc , Technical Program Manager, Oct 2020 ~ Dec 2021
Experienced in training and leading global Technical Support Engineers across diverse subsidiaries including the U.S., Germany, U.K., France, China, and Japan. Specializing in NAS solutions, btrfs/ext4 file systems, iSCSI configurations, Virtualization, and RAID management, I drive knowledge transfer through on-site sessions and comprehensive documentation. My initiatives include developing internal troubleshooting guides and FAQs, ensuring consistent, high-quality support worldwide. I regularly host webinars to update teams on NAS technology advancements and industry trends, fostering continuous learning and enhancing our support capabilities.
Synology.Inc , Technical Support Trainer, Oct 2018 ~ Sep 2020
Led global training initiatives for Technical Support Engineers on NAS systems, btrfs/ext4 file systems, iSCSI configurations, Virtualization, and RAID management. Conducted sessions at international headquarters and subsidiaries (U.S., Germany, U.K., France, China, Japan) emphasizing knowledge transfer and creating troubleshooting documentation. Established a unified support community through targeted training and detailed internal documentation, ensuring consistent and high-quality support worldwide. Regularly hosted webinars to enhance technical capabilities and foster continuous learning among support teams.
Synology.Inc , Technical Support Engineer, Jan 2018 ~ Sep 2018
Experienced Technical Support Engineer specializing in NAS solutions, proficient in file systems such as btrfs and ext4, adept at hardware troubleshooting, system diagnostics, including hang issues. Skilled in iSCSI configurations, Virtualization, and RAID management. Proven track record of resolving complex technical challenges and optimizing system performance. Committed to delivering exceptional support across diverse products and technologies.
WondeProud.Inc , FAE, Jul 2015 ~ Dec 2017
Major in GPS tracker troubleshooting and providing solution. The main task is to provide solution, host projects to fulfill customer's scenario, and maintain technical documents.
Education
National Tsing Hua University, 2011 ~ 2015
Bachelor of Science, Major in Power Mechanical Engineering,
Skills
Technical Support / Support Training
File System(EXT4/Btrfs) / iSCSI
RAID / Performance / Virtualization
Programing
Linux bash scripting
Python
C
Languages
Native in Mandarin
Fluent in English