Yusei Yamaguchi

Senior Support Engineer - Network Infrastructure and Core Maintenance Team

Salesforce•  August 2023 - Present•  Hillsboro, Oregon

Resolve complex technical issues, reducing resolution time by engaging appropriate resources. Serve as escalation contact, ensuring timely response and quality in incident management. Coach team on best practices, enhancing technical proficiency and documentation quality. Monitor swarm channels as backup lead, facilitating efficient resource allocation. Collaborate with managers to improve team performance through constructive feedback.

Support Engineer - Network Infrastructure and Core Maintenance Team

Salesforce•  October 2019 - August 2023•  Hillsboro, Oregon

Resolved complex network issues by collaborating with cross-functional teams, ensuring customer satisfaction. Enhanced customer support by identifying and implementing strategies to reduce resolution time. Authored and maintained knowledge articles, improving resource accessibility for engineers. Utilized analytical skills to identify opportunities for reducing customer effort in issue resolution.

Software Engineer

Daifuku Corporation of America•  May 2018 - October 2019•  Hillsboro, Oregon

Developed webcam interface app using HTML, CSS, JavaScript, Node.js; enhanced user engagement. Engineered troubleshooting platform; improved software issue resolution efficiency. Built vibration monitoring app for material handling systems in Java; optimized device performance. Resolved software issues on-site/remotely; ensured system reliability and user satisfaction. Automated software upgrades with Python; streamlined processes and reduced manual effort.

Support Technician - Associate

NEC Enterprise Communication Technologies•  August 2017 - March 2018•  Santa Clara, CA

Configured Oracle databases, enhancing system efficiency and reliability. Developed testing environments, improving diagnostic accuracy and client satisfaction. Analyzed customer issues, implementing system changes for better performance. Troubleshot technical problems, providing effective solutions to clients.