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I am a results-driven IT professional with over 14 years of experience in project management, enterprise technical support, and customer success, specializing in complex cloud and storage solutions. I thrive on turning challenges into opportunities to improve service delivery and client outcomes. I excel at leading critical escalations, managing global service delivery, mentoring teams, and driving process improvements to boost customer satisfaction and operational efficiency. My technical foundation includes ITIL, Dell EMC storage infrastructure, and VMware virtualization, enabling me to solve problems, minimize business impact, and ensure client success.…I am a results-driven IT professional with over 14 years of experience in project management, enterprise technical support, and customer success, specializing in complex cloud and storage solutions. I thrive on turning challenges into opportunities to improve service delivery and client outcomes. I excel at leading critical escalations, managing global service delivery, mentoring teams, and driving process improvements to boost customer satisfaction and operational efficiency. My technical foundation includes ITIL, Dell EMC storage infrastructure, and VMware virtualization, enabling me to solve problems, minimize business impact, and ensure client success.

Jessica Chen

Project Manager, Full Stack Developer, DevOps Developer, +2

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I am a results-driven IT professional with over 14 years of experience in project management, enterprise technical support, and customer success, specializing in complex cloud and storage solutions. I thrive on turning challenges into opportunities to improve service delivery and client outcomes. I excel at leading critical escalations, managing global service delivery, mentoring teams, and driving process improvements to boost customer satisfaction and operational efficiency. My technical foundation includes ITIL, Dell EMC storage infrastructure, and VMware virtualization, enabling me to solve problems, minimize business impact, and ensure client success.…I am a results-driven IT professional with over 14 years of experience in project management, enterprise technical support, and customer success, specializing in complex cloud and storage solutions. I thrive on turning challenges into opportunities to improve service delivery and client outcomes. I excel at leading critical escalations, managing global service delivery, mentoring teams, and driving process improvements to boost customer satisfaction and operational efficiency. My technical foundation includes ITIL, Dell EMC storage infrastructure, and VMware virtualization, enabling me to solve problems, minimize business impact, and ensure client success.

Available to hire

I am a results-driven IT professional with over 14 years of experience in project management, enterprise technical support, and customer success, specializing in complex cloud and storage solutions. I thrive on turning challenges into opportunities to improve service delivery and client outcomes.

I excel at leading critical escalations, managing global service delivery, mentoring teams, and driving process improvements to boost customer satisfaction and operational efficiency. My technical foundation includes ITIL, Dell EMC storage infrastructure, and VMware virtualization, enabling me to solve problems, minimize business impact, and ensure client success.

Skills

Experience Level

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Fluent

Work Experience

Senior Engineer / Workflow Manager at Dell EMC

May 1, 2018 - October 1, 2025

Led critical escalations (DU/DL) and 7x24 service requests as the primary internal/external liaison for operations, engineering, and management teams. Oversaw global service requests assignments during APJ shifts, implementing intelligent routing based on severity, region, engineer skillset, and imminent SLO violations, including rapid sub-30-minute allocations for S1 incidents. Generated and analyzed daily reports on service violation status and assignment metrics, driving workflow optimization and resource planning. Automated workflows and tools to improve service request assignment and violation management, and defined system alerts to preempt escalation spikes. Drove continuous improvements in service delivery, ensuring adherence to SLAs, warm/cold handoffs, and high customer satisfaction. Mentored junior engineers, raising technical capability and first-contact resolution rates. Supported problem management and root cause investigations, coordinating with SAM/TAM, third-party vend

Technology Analyst at Infosys

November 1, 2015 - April 1, 2018

Delivered L2/L3 support for IBM AIX Unix, Java, and Delphi applications; resolved issues related to order processing, PO release, and BI/Oracle synchronization. Automated business reports using Excel Macros, improving efficiency and data accuracy. Coordinated SOX Audit compliance, covering change management and access controls. Generated monthly ticket analysis reports and supported BI interface integration with Oracle systems.

Software Testing Engineer at HP (Shanghai)

September 1, 2013 - April 1, 2015

Contributed to HP eCommerce (B2B/B2C) projects using Agile methodologies. Designed and executed test cases, led regression and UAT testing, and reported testing outcomes to stakeholders. Managed defect tracking, collaborated with developers for issue resolution, and ensured product quality. Verified order processing, PO, shipment, and invoice data for HP’s online store.

Engineer at HP (Wuhan)

August 1, 2010 - August 1, 2013

Internship with engineer testing role, working on ITIL-based service management platform systems development testing, and other SAP/eCommerce projects. Designed test scripts, executed test plans, and managed bug/defect tracking. Supported SAP financial projects, including script/data design and L2 support. Mentored new hires and contributed to internal knowledge sharing systems.

Workflow Manager L2 Engineer – Technical Support for VxRail and VCF at Qualcomm

May 1, 2015 - November 1, 2015

Handled critical escalation calls and supported 7x24 service delivery for VxRail/VCF environments. Worked as the primary internal/external point of contact for operational teams, engineering, and management, coordinating with 3rd party vendors (VMware, Broadcom, Intel) to drive rapid issue resolution and root cause analysis. Generated KPI reports, tracked service request metrics, and contributed to upgrades and data recovery during critical incidents.

Workflow Manager L2 Engineer Technical Support for VxRail and VCF at Qualcomm

May 1, 2015 - November 1, 2015

Supported project and testing management across chipset projects; created KPI reports, tracked issues/defects, and coordinated cross-functional teams to meet deadlines; presented project status to management.