Rachel Hu

ITIL® 4 Foundation certified IT professional with customer-facing technical and operations experience and hands-on technical support skills developed through an enterprise Windows home lab. Skilled in troubleshooting Windows 10/11, Microsoft 365, Active Directory, networking, and endpoint management within simulated enterprise environments. Strong communicator with proven experience investigating technical issues, documenting resolutions, and collaborating with cross-functional teams to support incident resolution.

Ready to contribute strong troubleshooting, customer support, and technical documentation skills in an IT Support, Help Desk or IT Coordinator role while delivering reliable service to the end users.

Product & Operations Analyst - Shenzhen Skywise Technology Co., Ltd. - Shenzhen, China

(2019-08 - 2023-03)

• Acted as the primary liaison between customers and internal Product, Development, UI Design, and Marketing teams, gathering user feedback, validating reported issues, and coordinating timely resolution.
• Investigated and reproduced user-reported website, account access, checkout, and application issues to validate root causes and support timely resolution.
• Coordinated incident investigations by validating reported issues, providing customer follow-up, and tracking resolution progress to ensure timely communication throughout the support process.
• Developed and maintained incident documentation, troubleshooting guides, and internal knowledge base articles to improve issue resolution consistency and support knowledge sharing across teams.
• Explained technical findings and system updates to non-technical users, translating complex technical information into clear, actionable guidance.
• Collaborated closely with Product, Development, and QA teams to validate fixes, improve product quality, and enhance the overall customer experience.

Diploma - Interactive Design – Web Design & Development - SAIT (Southern Alberta Institute of Technology) (2024 - 2025)