APAC Support Engineer

• Aug 2021 - Present

Providing 1st and 2nd line technical support.Working with customers based in , USA, Canada, Singapore, Japan, Australia and in a 24/7 in-bound call Rota shifts.Take ownership of customer issues reported and see problems through to resolutionResearch, diagnose, troubleshoot and identify solutions to resolve customer issuesFollow standard procedures for proper escalation of unresolved issues to the appropriate internal teamsProvide prompt and accurate feedback to customersEnsure proper recording and closure of all issuesPrepare accurate and timely reportsDocument knowledge in the form of knowledge base tech notes and articlesFollow the SLA for issues with respect to the severity

Information Technology Specialist

• Mar 2021 - Jul 2021

-Handle customer support calls in a timely and accurate manner-Provide first-level support to customer service requests.-Escalate complex support requests to relevant IT staffs for resolutions-Report system downtime and performance issues to Manager.-Ensure to follow standard operating procedures and meet service level agreements.

Cisco TAC engineer

• Nov 2020 - Mar 2021