Simon Xin is a 24-year-old Chinese national working as a Senior Support Escalation Engineer at Microsoft China's Remote Delivery Center in Shanghai. He received a bachelor's degree in Computer Technical Science from Shanghai Fudan University in 2000. Simon has over 15 years of experience in software development and technical support roles using Microsoft technologies. He is passionate about his work and enjoys taking on new challenges to expand his technical skills and experiences supporting customers.

1. Simon’s Profile
Name：Simon Xin
Tel：（086）13501701227
E-mail：simonxin@microsoft.com
Age (date of birth): 24-DEC-1976
Birth Location: WuXi in Jiang Su province
Nationality: China
Address City/Country: China ShangHai
Contact number : 13501701227
EDUCATION
Highest Academic Degree:
Certification Year: 2000 JUL 1
Institution: bachelor of Computer Technical Science. From 1996/9/1 to
2000/6/30
Location: Shang Hai Fu Dan University
PROFESSIONAL EXPERIENCE
2000/7/1 to 2000/9/31 Mainet System，Inc. Shanghai,China
 Software Developer
Mainet System is an established and profitable software company with worldwide clients.
When I was in Mainet, I was working as software developer to write code with Java language.
The developed products are j2EE based application which will help customer to build their
internal stock system. My main job is to write Java Bin module code which will be referenced
by the j2EE application. I will also need to do debug job and test job during the application
development. All my working time in Mainet is in Shanghai office.
I was working in Mainet system after I graduated from Fu Dan University. After three months, I
quit Mainet and joined Microsoft.
Microsoft China Co. Ltd. Shanghai Branch
 Support Engineer at Windows Core Team (2000/10 till 2003/3)
I joined Microsoft Shanghai Company at 2000/10/1 and worked as support engineer at
Windows core support team.
As a starting of support engineer role, I built my experience on both technical and customer
supporting experience by daily work, self-learning and mentor’s coach. In three years, I have
built strong experience with Windows core technical such as Windows setup, cluster,

2. networking and terminal server Etc. Also, through working direct with customer and TAM, I
learned a lot of experience for customer service.
 Support Escalation Engineer at System Center Support Team (2003/3 till
2014/7)
At 2003/3, I was transferred to system center support team. The initial specialty is
configuration manager.
In this position, I upgraded myself to be an expert of Microsoft System Center products and
prompted as Support Escalation Engineer role in this position.
I have built technical depth knowledge by learning advanced troubleshooting tool such
Windows debugging tools for dump analysis.
To expend thetechnical knowledge, Ihave joinedinternal internshipprogram inothersupport
team likeExchange, SQLandAD. Those internshiphas helped metohave more experience
for IT operations and management based on Microsoft server products.
By taking workshop and do on-site visit with customers in different region like China,
Singapore, Malaysia and Australia, I have built good experience to understand the IT
experience in different countries. Those experience has helped me to have good experience
of IT development roadmap.
In this position, I also have tried my best to expend knowledges to internal team and cross
teams. This include working as mentee for new hires, develop and delivery tech talks and
develop troubleshooter for tough cases. In 2014, I have worked with escalation engineer and
team members to develop and teach talk for tough condition of configuration manager 2012
migration. This techtalk has beensubmittedin TR19as a chalk topic tosharetheexperience
with global teams.
From 2012 to 2014, I have joined the private cloud program to popularize Microsoft private
cloud to more customers. To support for private cloud workshop, I have expended my
knowledge to cover all system center 2012 product sets such as Configuration Manager,
Operations manager, Service manager, data protection Manager, virtual machine manager,
orchestrator and Microsoft Hyper-V. I have learned many different experiences in this project
such as presentation experience, workshop developing and project experience. In 2013, I
have delivered customized private cloud workshops for more than 30 enterprise customers.
 Senior Support Escalation Engineer at RDC Team (2014/7 till now)
From 2014/7, I have joined GCB remote delivery center. In this position, I have taken new
challenges to provide different support experience for customers and try different support
models.
I have worked with team manager and other senior resource to develop and design
incubation process to help SEE candidates.
In this position, I have used personal IT experience and work with team members to develop
and delivery solutions to customer. This experience is helping me to be more experience to
understand customer’s real IT problem and use Microsoft technical and customization
developing to archive customer’s IT request. With those advisory support experience, we

3. have built good platform in SPARC project to provide better support experience for
customers with standard process and qualify control.
To match company goal of digital transforming, I have expended my knowledge and working
as SME for public cloud services like azure RMS, Intune, OMS and mobile device
management.
By working as role model in province project, I have experience to work with pre-sales team.
This project has helped me to be more open to look at opportunities from customers in
different industries.
Self Review
 Self Challenge
During the whole career of support engineer, I am willing to take challenges to touch new
technical, play in new role and work under pressure.
 Team Work
Personally, I am open for working with team members and willing to make other be perfect.
 Passion
Passion for work, Passion for technical
 Engineer Experience
By working as support engineer role for 15 years, I have fully knowledge to know all fields of
engineer. This experience make it easier for me to understand engineer’s request, support
engineer’s development and coach engineer’s behavior. This will help me to build lead ship in
engineer team.
 Customer Service Experience
With the experience to work with various customers in different communication channels like
phone, email, lync, face-to-face, I am confidence to know how to win customer’s satisfaction
and handle tough conditions.