Self Summary Experienced Technical Support Specialist with a demonstrated history of working in the Network and Cyber Security Industry. Skilled in Network deployment, troubleshooting, packet analysis and cyber security knowledge. Strong information technology professional with a Bachelor of Science - BS focused in Computer and Information Systems Security/Information Assurance from Campbell University and Tunku Abdul Rahman University Colleage. Experience 7 years 5 months (1 year 6 months) Dedicated Engineer for Premium Customers: Acted as the primary technical contact for premium customers, providing personalized and dedicated support to meet their specific needs. Efficient Response and Escalation: Ensured rapid response times and timely case escalations, delivering superior support compared to traditional support models. Customer Relationship Management: Developed and maintained strong, trust-based relationships with customers, ensuring effective issue resolution and proactive device maintenance. Proactive Service and Maintenance: Provided proactive services to maintain and optimize customer devices, preventing issues before they arise and ensuring smooth operation. Team Planning and Coordination: Developed and implemented team strategies for serving customers, ensuring a cohesive approach and consistently high levels of service. Team Management: Led and managed the support team, fostering a collaborative environment and ensuring team members are equipped to deliver exceptional customer service.

(3 years 6 months) Product Specialist, Sangfor IAG (Internet Access Gateway), CC (CyberCommand), SASE (Secure Access Service Edge), and XDR (Extended Detection and Response) | Technical Assistance Center (TAC) Tier 3 Support: Handled complex product issues escalated from Tier 1 and Tier 2 support, ensuring timely and effective resolution. Collaboration with R&D: Liaised with the R&D team to ensure thorough resolution of product issues and provided continuous feedback to enhance product performance and reliability. Training & Development: Conducted internal training sessions for new staff and regular technical knowledge-sharing workshops to improve team capabilities. Team Management: Supervised the support team to ensure prompt and efficient resolution of customer issues, maintaining high standards of customer satisfaction. Project Involvement: Participated in critical projects as needed, contributing technical expertise and ensuring successful project outcomes.

(1 year 1 month)

(1 year 11 months)

(1 year 5 months)