Chao Ma
Summary
Driven and motivated Sales Engineer with exceptional consultative skills to help customers solve technical problems. Works in tandem with sales/dev/support teams to exceed customer expectations for functionality and successful system rollout. Offering strong work ethic and track record of building loyal customer relationships. Adept at working with customers to determine IT challenges within organization and engineer practical solutions.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Onboarding Sales Engineer
Sectigo
01.2022 - Current
- Led successful integration projects for customers, guiding them from trial to launch phase of solutions, ensuring seamless integration and satisfaction.
- Provided expert consultation on enterprise PKI security products and integrations, addressing pre- and post-sale inquiries and challenges.
- Developed and delivered demos and technical resources to partners, empowering them to effectively support their customers with enterprise PKI solutions.
- Managed and tracked a customer pipeline, ensuring timely onboarding onto the security platform while delivering accurate and valuable information on solutions and best practices.
Technical Account Manager
Sectigo
09.2021 - 12.2021
- Served as the primary liaison for addressing client concerns and fulfilling their needs, ensuring effective communication and resolution of issues.
- Enhanced customer satisfaction by providing proficient and amiable service, adeptly resolving problems and inquiries.
- Cultivated and nurtured client relationships, fostering enduring partnerships aimed at mutual benefit and growth.
- Collaborated with the Support and Development teams to strategize and ensure the fulfillment of service level agreements, facilitating the delivery of exceptional service to clients.
Premier Support Engineer
Sectigo
02.2018 - 12.2021
- Engaged with Enterprise customers, web hosts, and resellers on a daily basis through Salesforce tickets, calls, and emails to identify, document, and resolve technical issues promptly.
- Managed day-to-day escalation support activities, ensuring the satisfaction of our enterprise customer base while maintaining service excellence.
- Provided timely and professional support, including after-hours assistance via Pager, ensuring continuous availability and reliability.
- Collaborated with cross-functional teams to deliver accurate and timely solutions to end customers, facilitating seamless resolution of technical challenges. Reported bugs and outages to the Development team, escalating issues by logging JIRA tickets for swift resolution.
- Demonstrated proficiency in PKI, authentication, SAML, SCEP, REST/SOAP API, Active Directory, IoT, HSM, ACME, Intune, and Azure Key, contributing to comprehensive technical support and problem-solving efforts.
IT Systems Administrator
Dr. Ma Dentistry Professional Corporation
06.2017 - 02.2018
- Administered server and client computers, overseeing software updates and security patch installations to ensure optimal performance.
- Implemented and managed backup systems, including networked hard drive and cloud-based solutions, to safeguard critical data.
- Supported and maintained network infrastructure, including access control, TCP/IP addressing, and wiring, to sustain seamless connectivity and reliability.
- Managed Tracker, iTRANS, and CliniView software systems, performing updates and installing new versions as needed to enhance functionality and efficiency.
GLOBAL HR AND PAYROLL MIGRATION PROJECT DATA ADMIN
Otis Elevator Company
05.2015 - 08.2015
- Conducted testing of both static and transactional data, ensuring seamless transition from the previous system to the new system.
- Executed data migration audits, reconciliations, and generated exception reports to validate the accuracy and completeness of the migrated data.
E-Logistics System SFA Engineer
Otis Elevator Company
08.2012 - 08.2020
- Developed and documented modifications to the E-logistics system in alignment with alterations made to the elevator product module.
- Conducted quarterly manual functional testing for E-logistics system modifications to ensure operational integrity.
- Validated proposed solutions and deployed upgraded versions of the E-logistics system to the production environment.
- Compiled and authored bug reports for the E-logistics system based on testing outcomes and feedback from non-technical end-users, particularly Sales Representatives.
- Monitored and generated monthly custom reports and dashboards addressing significant system issues, escalating them to developers as necessary.
- Provided Tier 2 technical support and served as an E-logistics trainer for end-users following each system and elevator product module upgrade or modification.
IT Administrator
Essence Securities Co
11.2010 - 08.2012
- Oversee Cisco-based LANs and WANs within the data center and branch office, including tasks such as TCP/IP addressing and cable wiring management.
- Manage and implement customized upgrades for the stock market trending system on RedHat Linux/Novell and Microsoft 2008/2012 servers as per HQ directives.
- Execute backups of stock trending and client trading data, alongside conducting monthly disaster recovery drills for branch data centers.
- Administer Sanfor firewall console operations to monitor LAN performance, control network access lists, and supervise network operations.
- Provide Tier-2 technical support, addressing customer inquiries regarding computer and network issues within the branch office.
- Maintain meticulous records and schematic diagrams detailing equipment configurations within the center.
Education
Post-Graduate Certificate - Network Security Architecture
Fanshawe College of Applied Arts And Technology
London, ON04.2017
Post-Graduate Certificate - Information Security Management
Fanshawe College of Applied Arts And Technology
London, ON04.2016
Bachelor of Science - Software Engineering
Tianjin University of Technology
Tianjin, China06.2010
Skills
- Skilled in call center operations
- Experienced in debugging software and hardware issues
- Capable of performing application installations
- Strong critical thinking skills
- Effective problem resolution abilities
- Certified CompTIA Security professional
Accomplishments
- 2022 Spotlight Award Sectigo
- 2023 Top performance sales engineer Sectigo
Certification
- Cisco Certified Network Associate Routing and Switching (October 2017)
- CompTIA Security+ Certified Engineer (August 2017)
- ITIL® Foundation Certificate in IT Service Management (August 2017)
- Workplace Hazardous Materials Information System (June 2015)
Languages
Chinese (Mandarin)
Native or Bilingual
Timeline
Onboarding Sales Engineer
Sectigo
01.2022 - Current
Technical Account Manager
Sectigo
09.2021 - 12.2021
Premier Support Engineer
Sectigo
02.2018 - 12.2021
IT Systems Administrator
Dr. Ma Dentistry Professional Corporation
06.2017 - 02.2018
GLOBAL HR AND PAYROLL MIGRATION PROJECT DATA ADMIN
Otis Elevator Company
05.2015 - 08.2015
E-Logistics System SFA Engineer
Otis Elevator Company
08.2012 - 08.2020
IT Administrator
Essence Securities Co
11.2010 - 08.2012
Post-Graduate Certificate - Network Security Architecture
Fanshawe College of Applied Arts And Technology
Post-Graduate Certificate - Information Security Management
Fanshawe College of Applied Arts And Technology
Bachelor of Science - Software Engineering
Tianjin University of Technology
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