diana 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 10 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 (10 years 5 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
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