Zhou Steven

Senior Product Support Engineer

UiPath

Served as primary point of contact for enterprise clients, managing incidents and leading root-cause analysis. Authored knowledge-base articles and provided technical consultation to global teams.

WiresharkFiddlerProcess MonitorProcess ExplorerHAR TracerSQL Server Management StudioRoot Cause AnalysisTechnical DocumentationCustomer Relationship Management

Senior Technical Support Engineer

Citrix

Managed technical support for enterprise clients, performing advanced problem analysis and root-cause isolation. Published technical articles and maintained comprehensive case documentation.

WiresharkFiddlerProcess MonitorProcess ExplorerPerformance MonitorCDF ETL TracerSSMS (Microsoft SQL Server Management Studio)Root Cause AnalysisTechnical Documentation

Support Engineer - Premier Directory Services

Microsoft

Delivered Premier Directory Service support to enterprise clients, covering Active Directory, Group Policy, and authentication. Performed deep diagnostic analysis and collaborated with global support teams.

Active DirectoryGroup PolicyKerberosWindows NTLMADMTWiresharkProcess MonitorProcess ExplorerFiddlerWinDbgPerformance MonitorLDAPTroubleshooting

IT Specialist

Maintained company network, OA, mailbox, and VoIP systems. Managed VPN connections, server installations, and data backups.

Network maintenanceVPNServer Installation And MaintenanceData BackupVoIP

Data Supervisor

Managed a data team, allocated daily tasks, configured data servers and download tools, and verified data accuracy.

Team CoordinationProcess OversightQuality AssuranceData Management

Support Engineer

Lenovo

Resolved customer issues for Lenovo desktop products via phone, email, and remote channels. Diagnosed hardware faults and provided software configuration guidance.

hardware troubleshootingSoftware ConfigurationCustomer SupportRemote Support