Global Support Engineer

• May 2016 - Present

As a Support Engineer, my primary responsibility is to respond to the technical requirements of the customers as a 2nd level escalation in the Asia/Middle East/Africa (AMEA) and Asia Pacific region. Roles include managing customer account in Malaysia

Regional Technical Consultant

• May 2014 - Apr 2016

I assist the Sales team in reaching the revenue goal by providing quality pre-sales technical support and presentations focused on articulating value to the prospective buyer. I represent Netscout Systems as the product solution specialist and work to insure the best possible technical solution with the information provided. I have sound knowledge in analyzing PCAP traces on IP, 3G & LTE. Experience Includes;• Formulating and submitting budgets • Responding to or creating RFI or RFPs • Responsible with contracts, leasing concepts and maintenance • Conducting and participating in security audits • Gathering requirements from Customers before project deployment, from preparing the System Design to the User Acceptance Test• Deployment & Implementing Network Probes into the packet core network• Experience Handling Operating systems (Linux, UNIX)• Data Analytics, Resolve customer issues by analyzing 3G & LTE signaling trace which include PCAP trace files and probe analysis• Interface with 3rd party vendors to customize Customer Experience Management (CEM) module via Netscout XDR solution• Work with customers to troubleshoot and resolve complex product issues• Provide technical guidance in the proof-of-concept projects and to support service partners• Utilizing NetScout's Knowledge Management database, research & develop technical tips and solutions• Coordinate changes to the configuration, upgrades and NetScout related matters• Provide documented in-depth technical solutions for customer and other engineers• Contribute to the development and ongoing improvement of Technical Support procedures and infrastructure• Interface with support in countries like India, China, Taiwan & US development and SQA teams to identify and to resolve product issues• Advise customer on network management best practices using NetScout product suite

Assistant Principal Engineer

• Aug 2009 - Jan 2014

I'm responsible for optimizing the Packet Core Network & IP CORE (MPLS) network. My daily job includes data analytics improving customer experience in perspective to their browsing experience using the latest Smartphones, analyzing traffic trends and signaling flow using the available tools, Huawei Smartcare & GlobeOSS probes. Other task include network audits, traffic analysis and feature trials on the Core network. I also assist in some daily operational task as a 3rd level support. I have sound knowledge on the signaling and call flow in the packet core network.Packet Core • Analyze traffic trend in USN & UGW using probe analysis - signaling traffic on IuPS, Gn, Gr.• Feature testing in core & radio access network to improve network quality.• Identify abnormalities and improve user experience • Data analysis on various links & failures in Packet Core• Engage with Vendors for POC’s in probes and tools• Device testing for new products in compliance with current network settingsMPLS & Internet Exchange links (IX)• Optimize routing for Internet Traffic (Transit IX & Local Peering) • Analyze IX performance in regards to latency and packet loss.• Distribute and balance incoming traffic to the Network via 8 IX links• Optimize IP/MPLS with multi-services • IPRAN• MPLS IPVPN, • Metro-E, • ISP LL

Senior Engineer

• Feb 2007 - Jul 2009

Responsible for configuration changes done in IP, MPLS, Packet Core (2G & 3G) Network which includes elements such as Cisco routers, switches, SGSN (NSN & Huawei), GGSNs, Firewall(Netscreen & Checkpoint), DNS and etc. .Maxis IP Core/MPLS/PacketCore• Responsible for configurations changes in IP Core/MPLS/Packet Core network.• Integration & configuration of the IPRAN network, IuPS, IuB, IuCS, IuR into the MPLS network.• Checkpoint & Netscreen Firewall configuration• Sound knowledge in Packet Core elements - SGSN (Siemens & Huawei), GGSN (Siemens & Huawei),• Configuration of rules or policy in Checkpoint Firewall for Maxis Mobile Data (WAP, SMSC, MMSC etc)• Hands-on in Checkpoint Firewall of GPRS and WLAN Network.• Manage IP/MPLS Core network• Maintaining all Routing and configuration, Sound knowledge in configuring IP links using various IP protocols – Static, BGP,EIGRP and OSPF) & MPLS L3 VPN protocols• Nation Wide MPLS NETWORK• Klang Valley ISP Services• Assisting in troubleshooting with the Technical Support group• Maintaining and configuring integrating new Data Center Elements• Manage International Transit and Peering • Maintaining all Routing and configuration, responsible in configuring and maintaining connection with ISP peers and local peering via BGP • Maintaining all IX links to be equally balanced• International Routing –IP• Inter AS MPLS Policying• PS Core in 2.5/3G network• Deployment of 2.5/3G IP/PS Core network at 2 location to enable resiliency• SGSN & GGSN configuration• Migration of RNC’s to SGSN• Migration from existing PS Core to new PS Core network• Upgrade network backbone for high traffic volume

Engineer

• Jul 2001 - Feb 2007

Process Engineer

• Jul 2000 - Jun 2001

I was responsible in the back end of system by assuming the role of Automated Optical Inspection (AOI) Engineer in a SMT environment. The job required me to ensure the uptime of the system is at 99.4%. I also had to ensure the yield to be above 99.1 %.