MA XIAOBAO

• Handle support tickets from customers across the APJ region.
• Provide technical assistance for internal teams, including Customer Support (CS), Professional Services (PS), and Sales Engineering (SE).
• Write the knowledge base article for a common question in the CS portal.
• Manage and track cases using Zendesk; escalate issues to the engineering team via Jira when necessary.
• Gather client-side data using tools such as Wireshark. and Fiddler to troubleshoot complex issues.
• Analyze backend log files and system behavior through Grafana for root cause identification and resolution.

• Infrasys Singapore invited me to join their team after I successfully and creatively deployed a failover solution for the first Jumbo Seafood outlet in Shanghai, China. The Jumbo team was impressed by my performance and recommended me to support the Singapore team in deploying their headquarters project.
• Project Implementation & Technical Support & Maintenance
• Led and oversaw the server migration from a legacy Linux-based POS system to a cloud-based POS solution for 90% of customers in Singapore.
• In charge of Singapore local support case & L2 support for the oversea hotel
• Products involved : Gourmate POS (LINUX)/ Hero Cloud POS (Windows)/iGourmate POS(Windows)/ TMS & Web TMS / Gourmate Queue System.

• Provided technical support and system maintenance, ensuring stable operation and timely issue resolution for customers.
• Managed and nurtured customer relationships, serving as a key point of contact for technical and operational needs.
• Served as the first employee in the China office, responsible for reporting China market conditions and operational updates to the Singapore team on a weekly basis.
• Collected and analyzed customer requirements, and supported pre-sales and sales-related tasks to drive business development.

• Responsible for project deployment, as well as ongoing technical support and system maintenance for enterprise clients.
• Frequently traveled for business to support on-site implementation and customer needs.
• Took initiative to support the 24-hour hotline service for one full year to increase earnings and strengthen customer support experience.
• Recognized for outstanding performance:

Voted "Fastest Progress Employee" in the first year

Awarded "Best Employee of the Year" in the second year

• Performed laser alignment and steel edge cutting, along with other physically demanding tasks in a factory setting.
• Learned to endure hardship and stay committed to responsibilities, even in challenging environments.
• Although the work was not my passion, I took the job to support myself financially while attending evening university classes.
• The workplace’s proximity to my home and its stable income provided the flexibility and time I needed to pursue my education.

• Conducted sales via telephone outreach and door-to-door visits to promote domestic container transport services.
• Demonstrated strong persistence and resilience, consistently making nearly 100 calls per working day to generate leads and close deals.
• Developed customer engagement skills and built relationships through direct, proactive communication.