DHdiana huang
@dianahuang
Experienced Senior Customer Support Engineer with a focus on automation.
ChinaWhat I'm looking for
With over 18 years of experience in the tech industry, I have honed my skills as a Senior Customer Support Engineer at Cisco Systems, where I significantly improved bug resolution efficiency and optimized workflows. My passion for technology and problem-solving led me to design an internal automation bot that reduced debug time by 70%, showcasing my commitment to innovation and efficiency.
In addition to my technical expertise, I have a strong background in Agile methodologies, having mentored junior engineers to enhance team velocity. My experience as a Software Tester and Scrum Master has equipped me with the skills to build comprehensive test case libraries, ensuring high-quality product delivery. I am also pursuing a Master’s in Psychology, which complements my technical skills with a deep understanding of user behavior and mental health.
Experience
Work history, roles, and key accomplishments
Marriage Counseling Intern
Bingjiang Marriage Registry Office
Aug 2024 - Present (1 year 2 months)
Conducted pre-marriage psychoeducation and conflict resolution coaching. Supported program design and group education for couples.
Content Creator & Community Work
Self Employed
Jan 2016 - Present (9 years 9 months)
Managed WeChat and Little Red Book platforms (600+ original articles). Used A/B testing to increase on-site event participation by 60%.
Senior Customer Support Engineer
Cisco Systems R&D Co., Ltd.
Aug 2016 - Aug 2023 (7 years)
Improved bug resolution efficiency by diagnosing root causes like API documentation gaps and optimizing team workflows—cutting fix time by 70% and recurrence by 60%. Designed and deployed an internal automation bot for log/wiki search, decreasing average debug time by 70%.
Software Tester | Scrum Master
Cisco Systems R&D Co., Ltd.
Mar 2005 - Jul 2016 (11 years 4 months)
Mentored junior engineers on Agile processes, improving team velocity by 30%. Built end-to-end test case libraries for Webex Meeting (front-end/back-end)， reducing API response time from 1.2s to 0.4s via JMeter optimization.
Product Management Specialist
Cisco Systems R&D Co., Ltd.
Jun 2012 - Dec 2012 (6 months)
Delivered competitive analysis reports (Zoom/MS Teams), with 3 recommendations incorporated into the 2013 product roadmap, such as the meeting secretary feature.
Education
Degrees, certifications, and relevant coursework
Zhejiang University
Master's, Psychology
Currently pursuing a Master's degree in Psychology on a part-time basis. Expected to complete the program in 2025.
Ningbo University
Bachelor's, Computer Automation
Completed a Bachelor's degree in Computer Automation. The program provided a strong foundation in computer systems and automation principles.
Availability
Location
ChinaAuthorized to work in
Job categories
Interested in hiring diana?
You can contact diana and 90k+ other talented remote workers on Himalayas.
Message dianaFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
