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Work experience

July 2016Present

Technical Consultant

  • Provide Technical Assistance to customers via email, chat, phone
  • Work closely with dev team members with issue resolution
  • Maintain CSAT rate of ~95+%
  • Mentor to colleagues of improvement areas (technical, customer service)
  • Discuss on improvement areas during weekly meetings 
  • Appointed as SME for Linux and Databases 
  • Setup of test environment to replicate customer's issue
  • Perform primary log review while debugging customers cases
  • Diagnose customer's environment to find out root cause 

  • Perform on-boarding training for new customers 
  • Provide implementation support for Enterprise customers
  • Provide migration / configuration assistance for customers from previous monitoring system
  • Perform quarterly review for customers 

Jan 2013July 2016

Technical Support Lead

Ground Labs Pte Ltd
  • Leading the Global Support team to address customer's issues as per SLA
  • Working with team members to improve overall FRT & CSAT
  • Providing monthly sessions to global team members to improve on technical areas
  • Setup and configuration of test environment (AD, Exchange, Oracle, SQL, etc)
  • Work with customers and internal teams to address issues (e.g: customer handling, network design, bugs, enhancements, etc)
  • Replicating customer's issue as per environment reported
  • Write & Review external Knowledge base articles
  • Work with engineering team to ensure bugs resolution in accordance to SLA
  • Assist engineering team with research and implementation of Linux related projects 
  • Appointed as primary contact for all network, policy and security implementation or changes within the company
  • Qualify prospects with sales manager to perform Proof Of Concept
  • Provide product demo for prospects of all levels
  • Setup training program for customers and partners to familiarise with solution capability

Dec 2009Oct 2012


Omega Consulting Pte Ltd
  • Run entire company operations
  • Created Product & Services catalogue
  • Step in as a pre-sales consultant to address any technical issues for project implementation
  • Crafted Customer contract and work closely with legal team for any negotiation
  • Network with industry players to acquire customers
  • Provide product demo for service bundle offering
  • Work closely with carrier to bundle in cloud services
  •  Setup offshore development team for any web development work
Feb 2009Mar 2010

BlackBerry Customer Technical Support Specialist

Research In Motion Ltd
  • Providing 1st & 2nd level support for BlackBerry related enquiries
  • Assisted in BlackBerry troubleshooting on various Windows & Mac platforms.
  • Performed new installation & upgrades of BlackBerry Server
  • Provide guidance on best practices for failover, COB
  • Escalated cases to technical analyst for critical issues
  • Performed log reviews
  • Performed beta testing on pre-release handsets and software.
  • Setup of test environments to replicate certain issues 
Sep 2004Feb 2009

Site Lead, Project Team

Citibank Singapore Ltd
  • Responsible for all new Projects within the Bank
    • New Branch Setup
    • Site Relocation
    • BlackBerry Implementation
    • OS Upgrade
  • Assigned tasks to each team member and ensure timeline was adhered to
  • Primary point of contact for all Senior level management (CxO level)
  • Primary point of contact for all BlackBerry issues
  • Provide Telepresence support during VC requirements
  • Testing for thin client systems
Nov 2003Sep 2004

Project Engineer

National Healthcare Group 
Jan 2001Mar 2004

System Administrator

Sakon Group of Companies

Jan 2001Sep 2001

Technical Support Executive

Pacnet Ltd


Jan 2015Present

Bachelors in Business & Management

University of Sunderland
Jan 2009Dec 2009

Diploma in Business Administration

APMI Kaplan