Charlie Mai

Main outcomes:
-- Product delivery/management: e& universe (https://www.eanduniverse.com/)
-- Project management: 5 cross-teams collaborations, 4+ enterprise customer technical discussions in parallel, 15+ stakeholders management.

Details:
1. Responsibility for the implementation of solutions based on given user stories or project specifications.
2. Discussing with customers and other internal teams and defining the Project Charter, definition of the project.
3. Working with R&D and Engineering teams on the project scope to ensure requirements are clear and effort is clearly understood.
4. Ensure the timely and successful delivery of our solutions according to customer needs an
Participation in a team of internal & external experts to develop our solution & service in a fast paced environment.
5. Identify, establish and maintain relationships with key business partners within the content creation industry for entertainment and games and new emerging technologies/experiences.
6. Develop new business with existing clients and/or identify areas of improvement to meet sales quotas within territory.
7. Be the technical product interface leading Viverse product launches across the EMEA region.
8. Organizing programs and activities in accordance with the mission and goals.
9. Support development of new business relationships through working with customers and technology partners
10. Building and maintaining strong, long-lasting customer relationships.
11. Operating as the lead point of contact for specific customer projects

Achievements:

-- Top 1 customer satisfaction winner in cloud support team (135 high ratings/year)
-- Top 2 performance winner in cloud support team (457 resolves/year)
-- 21 months from Cloud Support Engineer to Cloud Support Engineer II (Jan 2022 - Sep 2023)

Working outputs:
-- On boarding as could support engineer since January 2022, became Q+ champion in December 2022 and was accredited CloudFront SME in January 2023.
-- Charlie has exceeded the customer rating target with an average of 4.97 on 160 ratings (1-5), with 96.88% of them being rated highest feedback from 1st April 2022 to 31st May 2023.
-- Charlie is the Top one highest-rating contributor for 124 highest-rating in Dublin Mandarin Team in 2022. He also actively worked on support team's related activities including SME mentoring, mock exams, Support Ops case evidence review, host cross language team case experience sharing group for Japan/Korea/Mandarin CSEs, being AWS specific service ramp up mentor for CSE and host CloudFront service ramp up meeting, wrote domain-know-how articles for sharing advanced knowledge, etc. He also conduct hiring activities, join regular case quality review meetings for the team to make significant impact for increasing the overall customer experience for AWS cloud services.

Details:

1. Subject Matter Expert (SME) of Amazon CloudFront, having deep knowledge and practical troubleshooting experience as to large enterprise level distributed systems.

2. Work on critical, highly complex customer problems that may span multiple AWS services with focus on the specific services like:
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- Storage Services (S3, Storage Gateway, Datasync, Backup, Glacier, Snowball, SFTP)
- Content delivery networks (CloudFront, VPC, Route 53, API Gateway, Lambda@Edge)
- Transcoding & streaming (Elastic Transcoder, MediaConnect, MediaConvert, MediaLive, MediaPackage, MediaStore, MediaTailor, IVS, Kinesis Video Streams, Elemental Appliances)
- Messaging (Simple Email Service (SES))
- Security (IAM, WAF, S3 Bucket Policies, KMS, TLS)
- Compute (EC2, Lambda)
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3. Provide advanced monitoring, troubleshooting solutions to customers along with replicating and reproducing issues in order to provide high standard resolutions for complex situations.

4. Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs.

5. Work directly with AWS architects/TAMs to help reproduce and resolve customer issues.

6. Provide feedback to internal AWS teams on how to improve our services.

7. Drive customer communication during critical events, both non-technical/ technical teams.

8. Beside working on the technical issues, my role also includes coaching/mentoring new hires, developing and presenting training, and participating in recruiting. Share the best practice on how to handle the communications for each stakeholder.

(Previously known as senior application support engineer)

1. Troubleshoot server/network issues and resolve application related errors

2. Troubleshoot customer issues and provide resolution

3. Manage Incident, Problems and Change queues

4. Implement custom configurations based on customer requirements

5. Provide suggestions/recommendations for other team members

6. Co-work with other regional teams to support project based implementations/communications

7. Enterprise traffic log analysis

8. CDN performance analysis

9. Bridging/Engaging with world 500 enterprise

— Customer on board configurations
— PoC analysis/configurations

1. Development for CATCHPLAY Android App in all SET-TOP-BOX (STBs) & Android TVs with multiple partners located in different regions, such as Indonesia market, Taiwan market, etc.

2. Building continuous integration (CI) mechanism for frontend team, to make sure the efficiency and robust quality of the products.

3. Bridging and syncing technical skills as well as domain-know-how between Android/ iOS/ Web platforms

4. Responsible for technical details evaluation for CATCHPLAY Android APP (TV/ STB)

5. Responsible for multiple partners’ technical integrations (Taiwan/Indonesia) in APP field.

6. Business traveling between Taiwan and Indonesia for cross-platforms technical discussions.

7. Redesign CATCHPLAY Android app architecture for better performance and to seek to be the advanced user friendly APP within the global market.

8. Integration with streaming sdk (Player) to ensure the smooth experience for watching videos.

9. To be a qualified driver, who is responsible to “get things done”, and to “make it happen”. That’s my major task.

1. Native Android application development

2. Native iOS application development

3. Build up CI for mobile apps

4. Run study group for Swift

5. Unity game development (C#)

6. Mobile team management (7 members)

7. QA team management (2 members)

1. Develop Web APPs & Hybrid Apps using AngularJS + Ionic
2. Develop Native Android APPs
3. Join the team creating innovative products
4. Android NDK research project
5. IP Camera research project

1. Researching & Introducing new technologies.
2. Architect review and improvement.
3. Management of members in IT group.
4. Deal with project management.
5. Developing android version APP of TaiwanYO.
6. Communication between departments.

https://www.tdcc.com.tw/index.shtml
IT Project Management. Be responsible for time management of the new e-Report system as well as solving the programming issues for the sun-contractor.
We built the new e-Report system: http://ereport2.tdcc.com.tw

http://www.vpon.com/zh-tw/
Project management for mobile ad platform.

1. RD of Surveillance Solution & Service Dept.
2. Be responsible for project management of IPLS(IP Location based Service)
3. Development of backend demands in J2EE solution with SOAP based web service

1. Maintenance of supply chain management system(SCM portal) with developing new functions occasionally.
2. Developing Batch functions for 2~3 systems.
3. Renew functions of payment system.
4. Join the group of renewing financial system by using SSIS tool.
5. Maintenance of batch jobs that generates daily financial reports.
6. Maintenance of CRM portal.(Customer Relationship Portal)

1. Scholarship for Excellent Academic Performance in Semester 1

2. Dean’s List with scholarship in Semester 2

3. CEED SCHOLARSHIP at CEED PROGRAM in Semester 3
    ==> http://www.corptech.com.au/