Cornell University

North Olmsted High School

Director of Global Support at Dataiku

Seoul, South Korea

Leading the global support operations and strategy for Dataiku, including scaling out the support organization in a distributed manner across all three major regions (Americas, EMEA, and APAC). I report directly to the VP of Field Engineering.

Dataiku

Director of Support, Field Engineering

- Collaborate directly with VP of Field Engineering to formulate and track the global strategic roadmap with key objectives and deliverables for the growth of the support team, including providing regular status updates to the VP and other senior leadership. • Serve as a regional lead (for the US and later EMEA/APAC regions), which includes mentoring team members and helping with escalations, while doubling as an individual contributor, providing end-to-end and full-cycle technical support to our customer base.• Help establish and take ownership of the entire hiring process for the support team from creating the job description/technical test to screening candidates to hiring strategy.• Devise the complete 24x7 and premium support go-to-market strategy/model/roadmap for Dataiku along with delivering on the actual tactical rollout and implementation.• Develop from scratch, maintain, standardize, and oversee the entire onboarding curriculum used to train and onramp all new TSEs who join the team.• Collaborate with Engineering and other key stakeholders to harden our internal escalation processes, capture feedback, and prioritize product roadmap items.• Collaborate with our CSM teams to help ensure the success of our customers when technical escalations arise for specific point issues or accounts.• Help manage, maintain, and regularly contribute to our customer-facing knowledge bases, community forums, and internal documentation of the product.• Provide comprehensive technical support involving Dataiku Data Science Studio, including usage and integrations with broader big data technologies, such as Linux, Docker, Kubernetes, Hadoop (both on-premise and cloud distributions), Spark, SQL/NoSQL databases, Databricks, networking, administration, security (LDAP/SAML/Kerberos), APIs, Python, R, Conda, code environments, package management, Jupyter notebooks, upgrades/migrations, front-end issues, data science questions, and any other product-related functionality.

Lead Support / Success Engineer

- Manage a growing and distributed team of support engineers, while doubling as an individual contributor, across multiple time zones with team members in the United States, Europe, and Australia that is responsible for providing world-class support, training, and consulting services on Big Data technologies.• Architect our APAC support coverage as part of expansion into the region, our partner support initiatives to enable our partners and Channels team, and our 24x7 coverage to fully support the needs of our international and enterprise customers.• Design, optimize, and deploy various service package offerings available for customers, which account for up to a third of the company’s total revenue.• Formulate and develop an official career development path/structure for the team.• Help innovate and organize a Customer Success function, responsible for customer retention, renewals, expanding existing use cases, and managing customer on-site visits. • Help drive cross-departmental initiatives and provide support internally for other teams to increase satisfaction/success of our customers in the market. • Architect and help drive the development of our internal knowledge base.• Orchestrate and help drive the End-of-Life processes for our major releases along with various other customer outreach initiatives.• Implement measures to monitor and improve the health of the customer base while directly advising the VP of Customer Success and senior leadership.• Cultivate a culture of excellency and dedication, illustrated by a perfect customer satisfaction score in the annual Gartner (2017) and Dresner (2017, 2018) surveys.

Zoomdata

Manager, Application Support

- Provided comprehensive technical support and assistance implementing Zoomdata including Linux, Docker, networking, Hadoop/NoSQL/Search/relational data stores, administration, security (LDAP/SAML/Kerberos), SDK, Rest APIs, performance tuning, upgrades, web-related/front-end issues, and any other product-related functionality.• Pioneered customer on-site visits as the first ever Support engineer to travel to strategic or critical client locations and develop strategies to ensure the success of these clients.• Tested and helped troubleshoot issues integrating Zoomdata with various Big Data, cloud, and in-memory computing platforms such as Databricks, Spark, AWS, Impala, etc.• Provided technical guidance to the sales team and sales engineers with prospective or existing customers when additional troubleshooting or product support is required.• Spearheaded initiative with the QA team to identify and address regression issues/defects, including internal testing strategies to solidify the product prior to major version releases.• Consolidated pain points and enhancements raised by customers that require code-level changes with Engineering and coordinate workarounds or patches with the customer.• Helped manage, maintain, and regularly contribute to both our customer-facing knowledge base and our internal documentation of the product.• Designed new processes and reporting along with streamlining existing procedures to improve the performance of our team and enhance the overall customer experience.• Managed premium customer accounts by serving as their primary Technical Account Manager and point of contact to ensure these customers’ successful implementations.• Developed and maintained the on-boarding curriculum used to train all new support engineers. Responsible for mentoring new support engineers as well.• Arbitrated high-priority customer escalations along with serving as the main point of contact and managing the team when the manager is unavailable.

Senior Support Engineer

- Provided comprehensive technical support and administration services to MicroStrategy Cloud customers across the entire product suite including the Intelligence Server, Desktop, and Web/Mobile applications.• Debugged SQL queries and helped troubleshoot Analytical Engine/SQL Engine issues.• Administered customer Active Directory and perform LDAP integration with MicroStrategy Cloud.• Administered Intelligence Server and Tomcat web server in Linux environments.• Evaluated potential defects/enhancement requests, reproducing using virtualization if necessary.• Strictly adhere to SOC2 security standards and maintain the confidentiality of customer data.• Utilized internal resources to most efficiently resolve and/or escalate customer issues either with the product itself or with their Cloud environment.• Coordinated the maintenance and administration of the MicroStrategy Cloud infrastructure.

MicroStrategy

Cloud Technical Support Engineer

- Completed intensive training to receive Platinum MicroStrategy Certified Developer certification. • Managed the Elite Customer Facebook Account by acting as the primary Premium Support Engineer and point of contact for all MicroStrategy-related issues across the entire product suite including the Intelligence Server, Desktop, and Web/Mobile applications.• Collaborated with Facebook consultants in weekly meetings to help maintain the stability and performance of their internal environments, resolve any outstanding issues, and coordinate any necessary escalations with Technology or Product Management.• Provided rigorous troubleshooting to analyze root-cause and help customers resolve a variety of server-related issues ranging in complexity, including  the Intelligence Server, Narrowcast System, Distribution Services, LDAP, and ODBC connectivity.• Coordinated various customer’s enhancement requests, defects, and Intelligence Server crashes/hangs with Technology and Product Management.• Contributed technical notes to MicroStrategy Knowledge Base by performing research and publishing documentation of all solutions and product documentation addendum.

Technical Support Engineer

- Performed data analysis within ENOVIA and CATIA using queries to identify and verify missing null-approved attribute data.• Ran various test scripts to identify and verify problems users were experiencing within ENOVIA and determine solutions to address these problems.

Boeing

Information Technology Intern

- Assisted Burmese refugee students with homework and worked with students to improve their English and Math.• Helped coordinate program activities and lead group activities to facilitate these refugee students’ cultural integration within the US school system.

Belle Sherman

Teaching Assistant, SIFE (Students with Interrupted Formal Education)

- Performed pre-processing work for my mentor’s high order Computational Fluid Dynamics scheme.• Wrote FORTRAN program that converts the patran neutral file generated by Gridgen using NCC analysis software into CESE, which the scheme can read.• Developed FORTRAN programs that create grids for the various test cases run on the scheme.• Presented my work and findings at the end of the internship to an open panel.

Andrew Tsao

Andrew Tsao