Wen-Hsuan, Liao(Arthur)
- Willing for relocation and traveling
- Strong troubleshooting and problem solving/analyzing skills
- Communicate effectively, both verbal and written
- Self-motivated, independent, detail-oriented, and a responsible team-player
- Quick learner for new technology and willing to share
- Excited for new challenge
- Excellent presenter
Technical Support Engineer at Ericsson
Service delivery | Telecom | Media | Network
Taipei, Taiwan
[email protected]
(+886) 933-417-907
Skills
- Programming : C, C++, Java (algorithm related thesis)
- Linux system operation and management
- Database operation and management (MySQL/Oracle)
- TCP/IP, routing and switching protocols
- Storage and Content Delivery (Online video streaming, EMC/Nexenta)
- Middleware (IPTV solution, STB)
- Telecommunication - VoLTE - IMS (Ericsson Certified)
- OpenStack (Build up Ericsson Cloud Execution Environment)
- Professional Service Delivery
- Project management
- Splunk (Big Data research and analysis)
- Strong troubleshooting and problem solving/analytical skills
- Communicate effectively, both verbal and written
- Excellent Presentation skill (competition proven)
- Verification/Validation planning and test case execution
- LPWAN (LoRaWAN protocol certification, Zigbee - ZC-ZR-ZED system verification)
- Protocol verification environment setup, such as SSH/DHCP/PPPoE/RADIUS/MQTT...etc
- Chinese(native speaker) / English(fluent) / Cantonese(elementary proficiency)
Education
Chung Yuan Christian University，Sep 2013 - Jun 2015
Master of Engineering (M.Eng.), Industrial and System Engineering
- Study in software QA lab, familiar with OOAD, MySQL, Software testing, Software reliability, Meta-heuristic for optimization
- Best Thesis Award at the 2014 IE conference with algorithm related paper
Chung Yuan Christian University，Sep 2009 - Jun 2013
Bachelor of Engineering (B.Eng.), Industrial and System Engineering
National Wu-Ling Senior High School，Sep 2006 - Jun 2009
Experience
Technical Support Engineer，Nov 2018 - Present
Ericsson Taiwan Co. Ltd.
1) Core - VoLTE(VoIP) - IMS domain (Fareastone Telecom)，Oct 2019 - Present
- Deliver professional support towards our Customer Units and Customers
- Handle Customer Service Requests and drive customer requirements to solutions/business
- Troubleshoot and analyze issue/bug in customer system/lab, and give trusted recommendations
- Handle system emergency 7/24 support on a rotation, one week a month
- Support projects initiation and ensure smooth coordination and collaboration between the teams in
various departments to achieve projects milestones and goals
- Deployment AI automation tool to Cloud Execution Environment for aiding operation management
- Identify opportunities for system/process improvement, and deliver high quality and reliable
solutions to business
- Continue develop competence and adapt quickly to new technical areas
- Mentoring junior engineers and customers with new project/system/product.
2) Media - IPTV domain (Chunghwa Telecom, MOD)，Nov 2018 - Sep 2019
- Professional service delivery under high pressure working environment
- Good interpersonal skills, ability to understand technical concepts and communicate with non-
technical customers (C-level included)
- Collaborate with global cross-functional teams, including China, India, Canada, etc
- System Emergency handling(e.g. Dell EMC, HPc7000 diagnosing )
- Database operation and management (MySQL database re-building, bidirectional of master-slave)
- Cluster environment operation and management (RedHat, SUSE, etc)
- User Big Data analysis and research with Splunk, customer operational recommendations provided.
- Familiar with digital media files and digital content ingestion/encoding cycle
- Contract related pre-sale activity assistant
System Verification Engineer(SQA)，Oct 2015 - Oct 2018
Gemtek Technologies Co. Ltd.
- Drive retail products requirement to test plan, such as earphone, routers, IoT end device
(bluetooth/wifi/LoRa/Zigbee), apps (iOS/Android)...etc
- Lead hands-on verification process to automation for MCU/GPIO/IoT device
- Bug/Issue management (Redmine&Mantis)
- Collaborate with internal cross-functional teams and external customers
(Belkin/Linksys/Buffalo...etc)
Java lecturer，Sep 2013 - Jun 2015
Chung Yuan Christian University
- Teaching Java
- Responsible for homework/quiz/midterm/final exam
Activities & Awards
3rd place of CS CSR Automation competition，May 2020
Ericsson East Asia
- Ericsson East Asia customer support tool Automation competition with dozens of
teams and hundreds of participants.
Activity team leader，Jun 2020 - May 2022
Ericsson Taiwan Welfare Committee
- Planning, coordinating internal events such as annual year-end party(online broadcasting),
monthly tea time, outing etc..
Club Director，Nov 2017 - Oct 2018
Gemtek photography club
- Hold photography class and whole company photo competition
Best Thesis Award，Dec 2014
2014 Industrial Engineering conference
- Publish "Apply Heuristics for Solving the Stochastic Facility Layout Problem"
Excellent lecturer Award，Mar 2014
Chung Yuan Christian University
- Teaching Java
- Only top 1% lecturer of whole university
