MING-SHIUN (TAKO) TSAI

Amazon Web Services (AWS)

• Led support team to engage in key customer escalation management—providing rapid response and short-term mitigations for production issues while coordinating multi-stakeholders to deliver long-term solutions through AWS best practices adoption.
• Led design and implementation of EdgeDiagnosticTool enabling one-click network troubleshooting for CloudFront, Global Accelerator, WAF, and Shield performance issues. Architected with AWS Serverless with IaC CDK and implemented CI/CD via Amazon Pipelines.
• Managed complex network and security service escalations from frontline engineers for rapid response. Optimized operational processes and mentored global cross-functional teams.
• Developed and delivered proof of concept and guided customers to implement multi-CDN architecture (Google CDN/CloudFront/F5 CDN) with Route 53 health checks, automatic failover, and routing policies based on geolocation, cost, and availability.
• Served as Tier1 Support Experience Owner, analyzing diagnostic reasons to build automated workflows and internal tools that enhance customer support experience. Developed GenAI log analysis system enabling AI agents to automatically identify root causes.
• Redesigned internal Machine Translation service by migrating from traditional NLP models to Amazon Bedrock GenAI for multi-language translation workflows. Implemented Guardrails to prevent prompt injection and LLM based attacks.
• Led customer adoption of AWS Shield Advanced for cost optimization, built fully automated AntiDDoS response solution, and leveraged VPC Origin to eliminate 200+ EIPs—saving $32.2K/month in combined costs.

• Troubleshot and resolved enterprise customer technical issues in AWS EC2, ELB, CDN, VPC. Achieved 400+ cases/year (141.66% of goal), maintained a 4.98/5 customer rating with 40 consecutive months of zero negative feedback—earning account team recognition and endorsement from product developers.
• Served as DDoS Response Team, using AWS Shield/WAF/CDN/Global Accelerator best practices with custom rules to rapidly respond to DDoS attacks for 200+ enterprise customers in gaming, crypto, IoT, and e-commerce industries—restoring service availability and mitigating unexpected billing impacts.
• Built cross-cloud monitoring infrastructure (AWS/Alibaba/Azure/GCP) for critical gaming customer serving 40M+ users, leading 2-engineer team. Solution adopted by Global Accelerator team.
• Led rapid response to Spring4Shell vulnerabilities (CVE-2022-22963/22965), coordinating Security and WAF teams to deliver mitigation rules within 24 hours, benefiting 438+ customer cases.
• Deep-dived and reproduced critical NLB TLS resumption defect with minimal cost, coordinated with NLB service team to fix issue affecting all AWS accounts globally. Guided customer to optimize architecture, achieving 71% cost reduction and $200K/month savings.
• Led a gaming enterprise customer migration from AkamaiCDN to AWS Global Accelerator for 40% cost reduction; analyzed packets and modified HTTP behavior to optimize Unity client parameters, achieving 89% latency improvement.

AVer Information

• Led V2P migration project, converting 259 physical servers to VMware vSphere including Windows AD, DNS, SAP, Fortinet FW etc. critical enterprise services.
• Integrated SAP Product Lifecycle Management with 8 SMT production line logs into SAS Viya, enabling forecasting and cost management for finance, production, and sales teams.
• Architected IPSec VPN infrastructure connecting North America, Europe, Tainan branch, and New Taipei headquarters, reducing SSL VPN licensing costs.

4ipnet Inc

• Developed Linux drivers for Qualcomm 802.11 wireless chipsets.
• Built fully automated CI/CD pipeline for WiFi Access Point firmware release and testing.