Open to opportunities

Rosemary Luo

@rosemaryluo

Message

Detail-oriented IT professional with 15 years of experience.

China

Message

What I'm looking for

I am looking for a role that challenges me and fosters professional growth.

I am a detail-oriented and customer-focused professional with over 15 years of experience in IT, enterprise technical support, and the pharmaceutical and life sciences sectors. My career has been marked by a proven track record in project management, communication, and relationship building in dynamic business environments. I thrive on challenges and am dedicated to utilizing my interpersonal skills, excellent time management, and problem-solving abilities to drive success.

Throughout my career, I have held various roles, including Portfolio Activation Specialist at Cisco, where I led customer onboarding and lifecycle support, ensuring seamless communication and coordination. My experience as a Customer Success Assurance Senior Manager at Oracle allowed me to own end-to-end management of SaaS Cloud escalations, showcasing my expertise in risk management and customer service initiatives. I am passionate about mentoring and developing team members, contributing to their growth and success.

My educational background includes a Bachelor's Degree in International Business and Trade, complemented by certifications such as ITIL® v3 Foundation and Project Management Professional (PMP). I am now seeking a full-time position that offers professional challenges and opportunities for growth, where I can leverage my extensive experience to make a meaningful impact.

Experience

Work history, roles, and key accomplishments

Portfolio Activation Specialist

Cisco

May 2021 - Oct 2023 (2 years 5 months)

Engaged with customers early in the product lifecycle, providing onboarding and lifecycle support. Led and managed customer onboarding and lifecycle support, including risk identification and proactive issue resolution.

Customer Onboarding Lifecycle Management Customer Engagement

Customer Success Assurance Senior Manager

Oracle

Sep 2018 - Jul 2020 (1 year 10 months)

Owned end-to-end management of Oracle SaaS Cloud escalations, coordinating resolution of critical customer issues. Monitored critical service requests proactively, providing preventive actions and strategic advice.

SaaS Escalation Management Customer Service Risk Management Data Analysis

Sr. Project Management Analyst

IQVIA

Feb 2016 - Sep 2018 (2 years 7 months)

Supported project management activities to mitigate risk, control cost, and manage project schedules for clinical trial projects. Managed all aspects of project finances, including revenue recognition, backlog forecasting, and monthly expenses.

Project Management Clinical Trials Risk Mitigation Cost Control Financial Management Data Reporting

Supervisor - (Merck Project)

C3i Solutions

Mar 2014 - Feb 2016 (1 year 11 months)

Led and supervised a team of 30+ technicians providing IT support to a global biopharmaceutical company. Achieved 100% consistency in meeting all SLAs and a 95% phone call pickup rate and Customer Satisfaction (CSAT) rate.

Team Leadership IT Support SLA Management Customer Satisfaction Root Cause Analysis

Customer Support Engineer

Avaya

Mar 2012 - Aug 2013 (1 year 5 months)

Managed and optimized repair and return processes for Heritage Nortel Products, demonstrating expertise in handling various return authorizations. Collaborated directly with business partners and distribution centers to validate contracts and entitlements using SAP and Siebel systems.

Process Optimization Supply Chain Management SAP Project Planning

Technical Support Engineer - Primavera GBU

Oracle

Feb 2009 - Mar 2012 (3 years 1 month)

Provided comprehensive customer solutions for Oracle Primavera products, including installation, upgrade, maintenance, and configuration support. Maintained a comprehensive technical knowledge base of Primavera Enterprise Application, Oracle database, MS SQL, and middleware.

Technical Support Database Management Middleware Cloud Technologies Incident Management

IT Helpdesk Analyst and Service Coordinator - (GE HealthCare Project)

Genpact

Jul 2006 - Feb 2009 (2 years 7 months)

Served as a primary point of contact for IT issues, providing L1 support for a wide range of software and hardware. Managed user accounts, passwords, and group creations as administrative authorities.

IT Support L 1 SLA Management

Education

Degrees, certifications, and relevant coursework

Dongbei University of Finance and Economics

Bachelor's Degree, International Business and Trade

Completed a Bachelor's Degree in International Business and Trade. This program provided a comprehensive understanding of global economic principles and international trade practices.