Shi Yiing Tan Email & Phone Number

Kuala Lumpur, My

Kuala Lumpur, Malaysia

𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:1. Acting team lead for APAC Support, overseeing daily team operations and office administrative tasks.2. Allocate tasks based on team members’ workload.3. Mentor and guide new hires.4. Go to person of certified partners when tackling complex issues.𝗣𝗿𝗲𝘀𝗮𝗹𝗲𝘀 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗿𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀:1. Conduct technical training sessions of the Grandstream Academy program across Asia Pacific regions via classroom training (India, New Zealand, Malaysia, Thailand, Philippines, Australia)2. Conduct product demonstrations, system configuration, and set up through webinar presentations with channel partners3. Travel to attend roadshows and tradeshows overseas4. Collaborate with sales teams to understand customer requirements and design tailored solutions.5. Conduct onboarding meetings for new distributors.6. Proof of Concept (PoC)- Perform onsite inter-operability testing with Service Providers (CAT Thailand and Fiji Telekom).𝗧𝗲𝗰𝗵𝗻𝗶𝗰𝗮𝗹 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝘆:1. In-depth knowledge of VoIP protocols (SIP, RTP/SRTP, H.323, WebRTC)2. Manage and prioritize customer escalations to ensure timely resolution.3. Conduct in-depth troubleshooting and work closely with the R&D engineering team to identify customer issues.4. Provide troubleshooting of VoIP telephony installation, configuration, and deployment of ATAs, Gateways, IP Phones, IP PBX (FreePBX, Asterisk, Elastix, and 3CX) as well as networking devices such as routers, L2/L3 switches and access points.5. Document FAQs, customer issues, and resolutions, maintaining accurate records for future reference

Kuala Lumpur

1. Ownership of Support Incidents including investigation, troubleshooting, and resolution of tickets.2. Engage in technical mentoring of Associate and Systems Engineers.3. Provide technical guidance as mentors for remote and/or onsite mentoring.tanshiyiing.com4. Involvement in key escalations covering ownership, investigation, troubleshooting, and resolution.5. Assist with requested/assigned Field and Professional Services tasks.6. Compile product information from multiple sources and write documentation in the form of knowledge-base articles7. Consultation of product technical references, product releases and release notes for known issues

Kuala Lumpur, Malaysia

1. Direct point of technical contact to provide high-quality support for our partner and customer communities.2. Great involvement in escalations covering ownership, investigation, Level 2/3 troubleshooting, and resolution of support incidents.3. Conduct technical webinars for customers and partners, create training materials or troubleshooting tools4. Keeps cases up-to-date and summarized without prompting.5. Engage in technical mentoring of Associate/System Engineers6. Participate in internal projects actively such as the regional Dial Plan project7. Travel to customer site for go-live project

Kuala Lumpur, Malaysia

1. Ownership of Support Incidents including investigation, Level 1 troubleshooting, and resolution of tickets.2. Queue availability and coverage on skill-based queues.3. Work with Senior System Engineers and/or Principal Engineers on Support incidents within skill specialization.4. Participate in after-hours support coverage roster (24/7).5. Assist with requested/assigned tasks such as system Installation, Configuration and Preventative Maintenance

Penang, Malaysia

- Work on high-speed serial interface IP (Ethernet) with transceivers- Work on Triple-Speed Ethernet (TSE) RTL design with Verilog based on latest specification and verification such as verification IP/methodologies/framework, bus functional models, regression tests) on LINUX platform and Window OS- New device features and technical support

Shanghai City, China

Two-month volunteering experience in the Public Education Department Himalaya Art Museum, Shanghai China- Involved in Tony Cragg’s Sculpture and Art Exhibition and design activities for leaflets and kids’ art education materials- Worked as a translator in many exhibitions such as “September Issue: Discussion on Ecology in Art” and Mobile Art Museum

Bachelor Of Engineering (B.Eng.), Telecommunications Engineering, A

Activities and Societies: AIESEC in UTM

Diploma Of Electrical Engineering, Telecommunications Engineering, A

Activities and Societies: Persatuan Mahasiswa Buddha (PMB)Committee of “Malam Kebudayaan Cina” 2008, by PMB UTM KL