Duan W.

About Duan W.

Hi I\'m Duan! a problem solver and experienced software engineer with a passion for the…

Experience

1. Azure Cloud Support Engineer

   Microsoft

   Jan 2020 — Present

   Azure Application Support Engineer at Microsoft\\\\n\\\\n• I Take ownership of new cases and escalations.\\\\n• Provide support to Enterprise customers, partners, and other engineers.\\\\n• Scope customer’s issues and support boundaries by collecting the relevant facts.\\\\n• Investigate technical problems by conducting research and involving other teams as needed.\\\\n• Escalate to management as necessary, acting internally as a customer advocate, and keeping the customers informed.\\\\n• Collaborate with management and engineering in order to resolve service issues and in order to produce bug fixes, patches, test cases as appropriate.\\\\n• Ensure that each support request owned by me is handled as per Microsoft Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling commitments.\\\\n• Document technical work and research in a detailed and comprehensive manner.\\\\n• Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.\\\\n.\\\\n\\\\n

Education

• Winston-Salem State University

  B.S., Computer Science

  1997 — 2004

• Hunter Huss High

  High school diploma

  1994 — 1997

• freeCodeCamp

  Full Stack Web Developer, Computer Programming, Specific Applications

  2015 — 2016

• New Horizons Learning Center of Charlotte

  MCSA, Information Technology

  2007 — 2010

Skills

• Software Installation
• Css
• Operating Systems
• Sharepoint
• Networking
• Vb.net
• Access
• Project Management
• Web Design
• Social Media
• Comptia a+ Certification
• Testing
• Training
• Visual C++
• Comp Tia Network + Certification
• Sql
• Microsoft Sql Server
• Microsoft Certified Professional
• Web Applications
• Technical Support
• .net Framework
• Hardware
• Cascading Style Sheets (Css)
• Team Building
• Web Services
• Active Directory
• Html
• Computer Hardware
• Leadership
• Business Analysis
• Asp.net
• Web Development
• Windows
• Network Administration
• Information Technology
• Windows 7
• .net
• Xml
• Management
• System Administration