The Ei Zin Email & Phone Number

Bangkok, Th

Yangon, Myanmar

• Reported directly to the CTO and Chief Architect, aligning the IT Managed Services Operation, Project report, Client objectives, and financial goals.• Supervised Cloud engineering department, and Collaborate effectively with internal team and external vendors to troubleshoot and resolve complex client incidents.• Managed 5+ large banking datacenter managed services and 10+ medium-scale IT enterprise infrastructure managed services, guiding the team to improve work quality and achieve client satisfaction.• Coordinated project management activities, resources, equipment, information and divided projects into manageable steps and set deadlines.• Collaborated with the IT team to manage, optimize, and enhance the organization's IT infrastructure, including hardware, network, and cloud-based services.• Served as the point of contact for all project participants and communicate project status.• Prioritize IT incidents based on urgency, business impact, and potential service disruption across multiple clients. • Maintain the workflow by assigning technical queries based on SLA to meet the business requirements• Respond to a high volume of reported IT incidents from various client environments, identifying root causes and initiating the appropriate response protocols. .• Promoted from Customer Success and Support Team Lead to Service Delivery Manager, resulting in almost 95% of clients renewing our services at NEX4.

• Trouble shoot/recover to all enterprise banking network, 24/7 base• Handling and troubleshooting the complaints from all enterprise customers, 24/7 base• Complete end-to-end incident impact assessment to assign IT severity each incident.• co-operation with relevant team and maintenance team to restore the service as soon as possible to get the customer's satisfaction.• Escalate incidents as soon as possible with in SLA and with the correct and complete information, including on call, ticketing system and e-mail channel.• Prepare and report RCA , Incident report to get the customer’s satisfaction.• Provide Incident and Problem Report with in SLA/date submission.• Experience in Cisco Routers/switches NEXUS 9K, 5K , ISR router , Catalyst switch, Cisco Wifi issue troubleshooting and upgrading• Experience in Palo Alto firewall administration.• Configuring and implementing Remote Access Solution: IPSec VPN, SSL VPN.

• Support the customer with Technical and customer service related to enterprise/banking network.• Handling and troubleshooting the complaints from all enterprise customers, 24/7 base• Maintain the workflow by assigning technical queries based on SLA to meet the business requirements• Work with team members and collaborate with vendors (Cisco, ASA, PA, Fortigate,F5) when needed to solve the problem).• Serve as a technical escalation consultant and mentor to Level 1 and Level 2 support of network , security and systems (servers, cloud, connectivity, etc)• Document any process current or new that can be achieved to provide value stream for customer• Work with internal teams to train, develop and document new product features, changes and improvements• Participate in cross-functional teams when deemed necessary by management

• Work as the first point of contact for Advantage and Enterprise Support customers.• Resolving customer complains related with technical issues through remote assistance, telephone, onsite support.• Trouble shoot/recover to all enterprise banking network, 24/7 base• Provide superior customer service in regards to enterprise network. Diagnose and solve the issue.• Investigate issues reported by customers and work collaboratively with internal technical team and see through to resolution• Endeavor to respond to all requests in a timely manner while improving customer experience• Use various devices to reproduce customer environments in order totroubleshoot issues further.

Yangon

• Establishing the customers’ network project by designing system configuration, directing system installation, defining, documenting system standards. • Gather and collate network requirements by working with clients and colleagues. • Design secure and scalable networks with team members. • Experience in configure Cisco 3850 Catalyst Switch, Fortigate Firewall, Checkpoint, Cisco 2960 Switch, Cisco WLC 2504, Cisco air cap 1702i. • Document all network set-ups. • Liaise with support teams, working together to resolve customer issues. • Work as part of a team with excellent communication skills. • Configuring and implementing Remote Access Solution: IPSec VPN, SSL VPN. • Configuring VLANs, VTP, Etherchannels , HSRP, Stacking. • Configuring intervlan routing on Layer-3 switches and Securing switch access • Designing and implementing wireless architectures (Cisco Aironet APs and Cisco 2504 controllers) • Building and maintaining Visio documentations for Clients