Summary
Overview
Work History
Education
Skills
Timeline
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Bohua Yang

Bohua Yang

Technical support and Software support specialist
Cambridge

Summary

A results-oriented, customer-focused Technical Support and Customer Support professional with 4 years of experience. Proficient in Zendesk ticketing, Magento, Jira and Confluence with a demonstrated record of excellence in delivering high-quality support and assistance to users across the globe. Outstanding communicator, and problem solver with a keen eye for detail. A highly efficient individual able to adapt well to new environments and learn new processes quickly to achieve outstanding results.

Overview

6
6
years of professional experience
11
11
years of post-secondary education

Work History

Full Customer and Technical Support

Frontier Developments PLC
Cambridge, Cambridgeshire
11.2020 - Current
  • Created and maintained internal knowledge base articles to knowledge share with other members
  • Logged and followed-up on unresolved issues and edge cases not covered by internal resources.
  • Navigated Zendesk to efficiently resolve technical and billing queries and maintained 95% positive CSAT.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Delivered solutions to customer inquiries within target timeframes.
  • Logged and escapated bug reports using Jira
  • Assisted Quality Assurance department with play testing and regression testing

Desktop Support Engineer (Short-term Contract)

Abcam PLC
Cambridge, Cambridgeshire
07.2019 - 11.2019
  • Performed Windows 7 to Windows 10 machine migration using SmartDeploy for over 250 users in the Cambridge headquarter.
  • Completed data backup & restoration using OneDrive.
  • Authorised newly migrated machines onto the company intranet using WDS/KACE
  • Completed additional IT administrative tasks using AD (User groups, OU, Password reset) where required.
  • Tested functionalities to maximise user satisfaction and minimise interruptions to workflow (Encryption, VPN, Office 365).
  • Established good work relations with varies department leads to ensure project completion within the targeted timeframe.
  • Created a responsive and flexible plan with department leads and individual users through collaboration.

IT Technical Engineer

Huawei Technologies R&D
Cambridge, Cambridgeshire
09.2018 - 05.2019
  • Provided 1st line software, hardware and network helpdesk support for over 300 users in Cambridge offices.
  • Analysed business requirements of individual users and provided appropriate technical solutions.
  • Carried out system re-image/build for all new starters.
  • Carried out IT inductions and GDPR trainings to all new staff as part of the onboarding process.
  • Spearheaded data encryption for over 200 laptops and desktops as per UK GDPR laws.

Education

Master of Science - Management

University of Essex
Colchester, United Kingdom
10.2017 - 10.2018

Bachelor of Science - Computer Science

University of Essex
Colchester, United Kingdom
10.2013 - 07.2017

A-Levels -

Woodhouse College
London, United Kingdom
09.2009 - 07.2011

GCSEs -

Woodside High School
London, United Kingdom
09.2004 - 07.2009

Skills

    ZenDesk

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Timeline

Full Customer and Technical Support

Frontier Developments PLC
11.2020 - Current

Desktop Support Engineer (Short-term Contract)

Abcam PLC
07.2019 - 11.2019

IT Technical Engineer

Huawei Technologies R&D
09.2018 - 05.2019

Master of Science - Management

University of Essex
10.2017 - 10.2018

Bachelor of Science - Computer Science

University of Essex
10.2013 - 07.2017

A-Levels -

Woodhouse College
09.2009 - 07.2011

GCSEs -

Woodside High School
09.2004 - 07.2009

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Bohua YangTechnical support and Software support specialist