terrywang

Senior Technical Support Engineer

Highly motivated and technically adept professional with 8+ years of experience in enterprise-level technical support, complex issue resolution, and cross-functional collaboration at Microsoft (Azure) and Apple. Proven ability to bridge technical and business needs, optimize processes, and drive partner success. Actively transitioning into the Web3 ecosystem, leveraging expertise in security architecture, system integration, API troubleshooting, and operational efficiency to contribute to secure, scalable, and user-friendly Web3 infrastructure and applications. Eager to apply deep technical problem-solving skills to challenges in decentralized systems, blockchain protocols, and smart contract interactions. 


Experience: 8 years

Yearly salary: $40,000

Hourly rate: $50

Nationality: 🇨🇳 China

Residency: 🇨🇳 China


Experience

Azure Security Support Engineer
Wicresoft China
2023 - 2025
Led Secure Technical Integrations: Managed full lifecycle integration projects for 20+ major APAC partners on Azure, ensuring 95% policy compliance and driving 22% higher renewals through tailored deployment frameworks. Resolved Critical System & API Failures: Diagnosed and resolved 150+ Priority-A incidents involving cross-platform integration breakdowns and API conflicts, developing standardized troubleshooting protocols that reduced Mean Time to Resolution (MTTR) by 30% to 4.2 hours. Technical Liaison & Requirements Translation: Served as key intermediary between APAC partners and US-based Redmond engineering teams. Used JIRA/Confluence to translate partner needs into clear technical specifications, improving feature requirement clarity by 35%. Proactive Risk Mitigation: Developed predictive diagnostic models identifying 42 pre-implementation risks, preventing potential downtime exceeding 1,200 hours.
Senior Technical Expert
Apple China
2016 - 2023
Complex Technical Issue Resolution: Achieved NPS 90 by resolving 3,600+ complex hardware/software tickets annually. Created widely adopted visual troubleshooting guides for global service teams. (Relevance: Deep technical troubleshooting, user support - applicable to dApp UX issues, wallet troubleshooting, node configuration). Operational Efficiency Champion: Streamlined hardware diagnostic workflows, accelerating service delivery by 28% and saving 3,200+ team hours/year. Cross-Functional Program Coordination: Orchestrated collaboration between engineering, sales, and logistics for a trade-in program, boosting conversion rates to 10% and generating $1.2M revenue.
Project Manager
Shanghai Songse Building Materials Co., Ltd
2013 - 2015
Project Management: Successfully delivered two large-scale (25,000 ㎡) HVAC projects on time and with zero safety incidents. Secured key retail contracts.

Skills

api
blockchain
jira
nft
python
security
sql
customer-support
english
chinese-mandarin