Additional contact information available upon request
Public Online Resumé at LinkedIn.com - includes Personal References and Recommendations, but you must be signed in to view the full profile.

Skills Summary

Fluent Mandarin speaker, ENFP personality type, ethical, inspirational leader, thoroughly hard-working, socially amiable, outside-the-box thinker, dependable, dedicated, and loyal

Education

Brigham Young University; Provo, Utah (graduated as of August 2009)
Bachelors of Science in Information Systems
Global Management Certification—Mandarin Chinese (Simplified and Traditional)
Central High School; Evansville, Indiana (graduated 2003)
Academic Honors (Dual-study at University of Southern Indiana)

Work Experience

Omniture, Inc.; Orem, UT

Technical Services Engineer (2009-present)

• Tier II support for all Client Services personnel, resolving product bugs and issues.
• Performed in-depth research of customer data, including data mining and validation.
• Continued development of internal tools and processes for optimization of business practices.

Mandarin Technical Support Consultant (2008-present)

• Provided direct contact support for SiteCatalyst, SearchCenter, Genesis, Discover OnDemand, Merchandising, Data Warehouse, and other tools.
• Developed multiple internal tools to assist the ClientCare department in its troubleshooting efforts (ClickMap Debugger, Aardvark, RSID Disabler, etc.)
• Offered additional support in Mandarin Chinese as well as written communication in Traditional and Simplified Chinese characters.
• Managed all interactions with the eBay Stores division of eBay.com
• Helped development of Knowledge Base articles for support personnel and clients.

BYU Network Operations Center; Provo, UT

Operations Assistant Manager (2007-2008)

• Oversaw the training of team members; led and delegated work responsibilities

Network Analyst (2003-2007)

• Maintained 6,000+ servers world-wide (Windows, UNIX, Red Hat Linux, Netware)
• Applied critical thinking skills to troubleshoot unfamiliar network/application issues
• Understood and operated the following IT solutions (more available upon request):
  Pinnacle database, Remedy & Magic trouble ticket systems, Nagios, HP i-LightsOut
• Administered Cisco-based networks: routers, switches, content filters, and IP phones

Self-employed; Evansville, IN

Computer Consulting and Technician (1998-2003)

• Managed all finances, advertising, and a referral-based business model
• Designed, built, and implemented an information system for Industrial Sports Medicine and Rehabilitation in Evansville, IN

Violin Teacher (2001-2003)

• Worked with individuals of all ages and taught them basic violin skills

Honors, Awards, Certifications

• Certified Information Systems Analyst by ICCP
• Omniture Certified Professional - SiteCatalyst Implementation
• Microsoft Office 2003 Specialist certified
• National Honors Society
• Eagle Scout rank from the Boy Scouts of America
• Kiwanis Leadership Award

Languages (Programming and Scripting)

• PHP (4+) and XHTML
• Javascript (1.3+)
• XML DOM
• Regex
• CSS (2.1+)
• MySQL and MSSQL (including MS Access)
• Visual Basic 6.0, .NET, VBA
• Java J2EE (Console, GUI, JSP)
• C++ (GNU)

Other Experience

• Served as a church service representative and leader in Taiwan from 2004 to 2006
• Participated in BYUSA Student Council Association and annual leadership training camps
• Studied violin from ages 6-18 at the Suzuki School of Music at University of Evansville