Technical Support Engineer

• Jun 2021 - Present

Senior Escalation Engineer

• Nov 2019 - Aug 2021

• Work with customers (internal and external) to solve complex situations and critical issue through to completion in a time sensitive manner.• Responsible for providing escalation assistance to Infoblox support engineers, customers, partners, and field operations. • Act as the last line of support before Sustaining Engineering and also charged with being the technical liaison between the Support and Engineering teams. • Act as a key person for case escalation in APJ region as well as Worldwide support.• Communicate with the Engineering team on potential defects and recommend new and existing solutions which involve enhancing application/systems functionality, features and defect repair• Daily activities include responding to escalated cases via our case tracking system, phone, email, and web, diagnosing/analyzing complex technical problems and providing root causes summaries & workarounds to customers. • Responsible to write knowledge article to share known technical issue and the recommendation solutions with the team and customer.• Share technical knowledge with extended team through ad hoc trainings, coaching, and mentoring sessions

Senior Technical Support Engineer

• Mar 2014 - Oct 2019

• Tier 2 Senior Technical Support Engineer work with customers (internal and external) to solve complex situations and critical issue. • As the second line of support before product specialist, the daily activities include responding to escalated cases via our case tracking system, phone, email and web, diagnosing/analyzing complex technical problems and providing root causes summaries & workarounds to customers.• Act as the escalation point for tier 1 Infoblox support engineers and also provide technical assistance to Infoblox Level 3 partners and field operations. I also charged with being the technical liaison between the Support and Product Specialist teams.• Take over highly visible, critical customer issues and manage on my own through to completion.• Assist Technical Account Manager in managing Platinum customer by helping to troubleshoot complex customer environments and provide root cause analysis as well as workarounds.• Act as a shift lead to handle daily operation of incoming web cases and phone call from customer to ensure customer get responsive technical support.• Act as a contact point of escalation management to handle escalated issue from Sales team.• Communicate with Escalation team on potential defects and feedback on the product improvement feature.• Recommend new and existing solutions which involve enhancing application/systems functionality, features and defect repair.

Customer Support Team Lead

• Sep 2010 - Mar 2014

• Provide daily direction and communication to team member to ensure customer service calls are answered in a timely, efficient and knowledgeable manner to ensure high customer satisfaction at all time.• Provide advice and recommendation to team member in handling complex and critical issue to expedite resolution. • Provide statistical and performance feedback to team member on a regular basis and provide mentoring to help them to achieve individual KPI.• Communicate with team member proactively and frequently to understand their individual work and/or personal problem and providing appropriate coaching, counseling, direction and resolution.• Create and maintain high quality work environment so team members are motivated to perform at their highest level.• Build a trust relationship with team member.• Act as a primary point of contact for others team, department in the region or globally.• Join Weekly Escalated Backlog Review Meeting with NA PSS manager, APAC manager and APAC FSE manager to discuss and come out a next step plan in reducing backlogs.• Analyze current operation process obstacle and provide recommendation to improve the efficiency of operation process.• Acts as a Duty Manager during weekend to handle customer escalated issue and floor manager during public holiday or manager is away from office.

Technical Support Engineer

• Aug 2007 - Sep 2010

• The Technical Support Engineer (TSE) provides world-class technical support via email, web, telephone, and onsite (if necessary) to Blue Coat’s customers, partners, and sales team. • Activities may include pre-sales, post-sales and/or beta support for all aspects of Blue Coat products such as installation/setup, key generation, configuration, performance tuning, diagnosis, upgrades, hardware failures (RMAs) and general problem resolution.• The TSE is responsible for highly complex material and performs job function with little to no supervision. • The TSE interacts with sophisticated client contacts who are typically administrators, implementers, architects, developers and project managers for computer systems, networks, software applications, and/or Internet, extranet or intranet sites. Contact represents customers, resellers, partners and internal corporate personnel. Customer Support services offered involve considerable problem solving because each client application and configuration is unique.• Researches information and/or possible solutions related to the support requests.• Installs, configures, tests and troubleshoots computer software, hardware or network systems or applications that may be necessary to reproduce or analyze client’s environment or problem. • Work closely with Escalation engineers to research, verify and resolve technical problems and complex product issues. Individual will have the responsibility of ensuring that the FAQ and/or information library contain accurate, up-to-date product and technical information. • Deliver and reinforce high level of customer satisfaction through an effective execution of customer service skills. • Provide technical support for product such as Packet Shaper, Report Center, Policy Center, Intelligence Center, Mobiliti, SkyX, Proxy SG, Director, Reporter, Proxy AV, Netcache, RA and K9.

Global Network Engineer

• Sep 2005 - Jul 2007

• To provide a 2nd Line technical support, including the communication of complex problems to appropriate third line support teams/software vendors in a timely and efficient manner and according to agreed service levels, standards and procedures.• Responsible for resolving 2nd level network incidents, monitoring and prioritizing incident tickets using network monitoring tools, detecting, identifying and assessing potential network issues and liaising with other Engineers for more complicated problems.• To monitor and progress all assigned calls and as appropriate follow escalation procedures for problem resolutions that are not progressing satisfactorily.• To operate effectively without direct supervision but within a clear accountability framework to ensure that assigned activities are managed within agreed Service Levels.• Knowledge Management solution builder providing draft solutions where gaps in the knowledge are identified reactively in addition to suggesting pro-active solutions where technical changes are being made, taking into account the business needs of the customers.• To ensure that Customer satisfaction in all interactions meets the contracted Customer Service Levels

Global Front Desk Leader

• Oct 2004 - Sep 2005

• Responsible for the efficiency of Front Desk operation.• Involve in biweekly Front Desk NWG meeting with Europe and America regions to discuss about front desk operation issues.• Prepare documentation of Front Desk operation workflow and training materials.• Manage or assign tickets to IMG analysts efficiently to make sure IMG Telecom operation runs smoothly. • To ensure that technical problems that require additional resources are escalated to the appropriate person in a timely manner.• Monitor CNS mailbox actively and handle customer emails in a proper way such as create a ticket for customer or follow up with the analyst to provide response to customer.• Act as Ticket Quality focal point and to help team members to have good quality on ticket update.• Act as SMARTS focal point and help analyst to highlight or raise SMARTS issues to GD System Management team. In addition, assist in identifying new function of SMARTS tools that would help to resolve issues or to create a smoother and more efficient monitoring process.• First contact point for IMG Telecom. Responsible to handle customer, PIMA and Telco provider calls.• Responsible for PIMA escalation and highlight PIMA SLA breach to STO and Supplier Management team.• Act as Secure Access focal point. Involve in Secure Access NWG discuss about operation issues.• Responsible to develop and enhance CTSWeb.• Involve in ADSL connection setup for Business Continuation Plan (BCP)• Act as a training focal point for new joiners to the GD Incident Management team• Involve in designing shift pattern for GDIM 24*7 support. • In charge of Front Desk transition plan.