Sylvia Yang

Background

About Sylvia Yang

A result-driven leader with a passion for technical software support. Over 12 years of relevant experience at IBM support and quality assurance. Seasoned in software development methodologies - DevOps, Agile (Scrum) and Waterfall- Well experienced in managing customer issues lifecycle, meeting and beating Service Level Agreements and continually improving processes. Involves coordinating with various cross-flows viz. customers/business partners, development and management- Implementing milestones for production releases and upgrade cycles. Involves driving the support status update, bug bash meetings, sprint planning and review meetings- Managing communications with various stakeholders and customer escalations- Ensuring support pipeline integration with development work pipeline, updating of status and driving satisfactory closure of support issues- Publishing appropriate metrics for the support organizations, analyzing the data for process improvements- Authoring technical content of multiple IBM product documents for customers and business partners. Conducting product training for various participants- Self-driven and self-motivated person with great communication and presentation skills.