1. Could you introduce yourself and tell us about you? Your current / recent jobs and employers? Previous companies and jobs?
She has approximately 19 years of experience in technical support, application support, customer service, and IT operations. Her career includes working with established technology companies and enterprise technology projects. She currently works as a Customer Care Lead at XXXX, supporting library systems such as Summon, Primo, SFX, and Alma for customers across Korea, Hong Kong, and Singapore. Her responsibilities include handling technical escalations, coordinating with product development and implementation teams, monitoring cloud server environments, and preparing system analytics reports. Previously, she worked on an enterprise financial information services project as a Senior Support Consultant and Leader, where she handled complex application issues, performed root cause analysis, mentored team members, and coordinated the Korean support team.
2. What skill(s) / experience would you self-describe as strongest or specialist in?
She has strong experience in enterprise application support, technical troubleshooting, cloud infrastructure support, and incident management. Her technical background includes Oracle ERP applications, Oracle Database, SQL, Kusto, PowerShell, Linux, and system log analysis. She has experience investigating operating system crashes, storage failures, application performance issues, and other complex technical problems, including preparing root cause analysis reports for customers. Her updated CV also confirms experience monitoring AWS EC2 environments and handling Microsoft Azure virtual machine, storage, and operating system issues through a dedicated Azure project. She holds several Oracle Database and ERP certifications, along with Microsoft Azure foundation certifications covering IaaS, virtual machines, Linux, and Windows on Azure.
3. Do you have the lists of key criteria’s according to the clients’ requirements?
She demonstrates relevant technical support experience, cloud infrastructure exposure, and leadership capabilities that could be valuable in an IT operations or technical support management position. She has led and mentored support teams, including managing a Korean support team on an enterprise financial information services project and previously leading approximately 15 agents during her time at XXXX. She has also coordinated with global product and development teams to resolve technical issues and improve service delivery. However, she confirmed during the interview that she does not have a software development background and is not a developer.
