Kc Low Email & Phone Number

Federal Territory Of Kuala Lumpur, Malaysia

- Provide technical support to Symantec/ Broadcom customer on Network Protection Products (Packet Shaper, Management Center and Reporter) - Using Salesforce CRM as a portal to deliver technical support to the customer.- Responsible for answering incoming calls from customers, cases on the SFDC portal, and web chat for incident tickets.- Understanding customer requirements on their environment setup and issue, provide the customer with the right solution or technical support to solve the issue. - Identify customer appliance for a hardware issue, if required will process the RMA for the customer.- Handled escalation to Level 3 (Backline) for bugs investigation.- Lab testing/ simulation on the customer’s environment setup due to bug or configuration error.- Responsible to fulfill the SLA provided to customers.- Collaboration within internal colleagues for more complex issues that involve multiple Network Protection Products configuration or issues.

Federal Territory Of Kuala Lumpur, Malaysia

Key Responsibilities- IT Service Desk – Break fix Desktops & Laptops (Windows and Mac OS support)- New hire on boarding (AD account creation), hardware purchasing and employeeterminations for APAC users - Server administration & Support- Windows and Mac laptop AD binding.- Avaya system administration & Support ( Extension creation and Voicemail)- Servicenow as the ticket monitoring tools.- Inventory keeping for hardware across APAC- Handled APAC hardware and software procurement (Getting approval and liaise withfinance team for payment)- Microsoft O365 admin portal administrative- Administrative the multi factor authenticator for all employees that accessingcompany valuable resources.- P1 on call escalation.- Office printer and scanner administrative.- Cisco WebEx administration & Support.- Document and create guide for IT related software and tools- Weekly meeting discussion with global IT teamKey Achievements- Office 365 migration for Blue Coat employees (APAC and EMEA) that resulted in users able to work from anywhere with better security and reliability.- Involved in Microsoft Software center deployment (SCCM) for application and patches push update that resulted in better control and security of their workstations.- Performed ServiceNow portal functionality testing which resulted in lesser error on user experience when logging cases via portal.- Deployed the multi factor authenticator for all employee in APAC and EMEA that resulted in better data security.- Office relocation – Server equipment decommission and installation on new site.- Migration Symantec windows and Mac OS image for all the desktops and laptops inKL office that helped users able to seamlessly onboard with their daily business without much delay and problem.