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Work Background
Menlo Security Inc.Customer Success Manager
Jun. 2021 - Jan. 2025SingaporeAs a Customer Success Manager at Menlo Security, I drove the adoption of cutting-edge cybersecurity solutions for 50+ enterprise clients, including ST Engineering and ST Logistics. I consistently exceeded expectations by combining technical expertise with relationship-building to deliver measurable outcomes. • Achieved $3.2M in renewals and upsells over three years, exceeding targets by 15%. • Resolved complex issues like [insert concise example with quantifiable result - e.g., "optimized browser security for a financial institution, preventing data breaches."]. • Led business reviews and training sessions that boosted solution adoption and customer satisfaction. • Built strong relationships with C-level executives and IT leaders, fostering collaboration. • Analyzed traffic data to optimize security configurations for clients. • Developed tailored success frameworks to address customer needs and drive results. • Championed new initiatives like Care360 and BYOIP to enhance solution value. • Partnered with resellers to deliver seamless onboarding and technical support. I excel at combining technical know-how with a customer-centric approach to ensure cybersecurity solutions deliver real impact. I'm eager to leverage this expertise in a new role where I can continue empowering customers and driving success.
ServiceSource (acquired by Concentrix)Senior Manager, CyberSecurity
Sep. 2017 - Dec. 2020Singapore• Successfully built, hired and trained Cybersecurity Incident Response Team (CSIRT) based in Manila, Philippines. • Managed technical response to a monthly average of 300+ security incidents as well as security and business area investigations. • Provided advice and guidance on security strategies to manage identified risks and ensure adoption and adherence to standards. • Contributed to the creation of reports, technology road mapping and sharing of knowledge and insights. • Led development of analysis and response for security incidents on a global scale in areas such as data loss protection, encryption technologies, and advanced persistent threat. • Managed development of global incident response and investigations governance framework, policies, procedures and standards with emphasis on investigative governance, forensics and incident response. • Implemented cloud SIEM (Securonix SNYPR) from traditional on-premise SIEM (HP ArcSight). • Implemented global security endpoint protection (Sophos) to replace Symantec Endpoint Protection.
ServiceSource (acquired by Concentrix)Systems Security Architect
Aug. 2015 - Oct. 2017Singapore• Design and recommend ways on improving and updating security for the company's environment through either hardware or software. • Design and execute proofs-of-concept for critical security systems. • Outline current and future vision infrastructure architecture, including traceability from business and IT strategies to suggested technologies. • Conduct an in-depth analysis of all machine and user security policies and protocols for our key security systems which include WebSense Triton APX (Proxy), Symantec Endpoint Protection, Symantec Encryption and Symantec Data Loss Protection. • Design and build security systems for new office expansions in Manila, Philippines and Sofia, Bulgaria. • Work with security vendors to run simulated brute force attacks on our corporate environment to understand existing loopholes and vulnerabilities and how to prevent security breaches. • Work with SCCM Team to implement compliance policies for all mobile devices. This includes ensuring all device to be encrypted, have valid passcodes and the ability to perform remote wipes if a device is reported to be stolen/lost.
ServiceSource (acquired by Concentrix)Global Infrastructure Architect
Feb. 2013 - Aug. 2015Singapore• Designed and executed proofs-of-concept for critical enterprise capabilities including building a business case with costs, benefits and efficiency measures. • Coordinated with business experts as well as IT management staff to translate strategic objectives into actionable and governable roadmaps and designs. • Outlined current and future vision infrastructure architecture, including traceability from business and IT strategies to suggested technologies. • Analyzed business and technology challenges, assess costs and suggest solutions. • Engaged in various IT projects that includes consolidation of VMware ESX hosts to a VMware vCenter for better management, Public Key Infrastructure (PKI) environment rebuilt and Systems Center Configuration Manager (SCCM) global modules rollout.
ServiceSource (acquired by Concentrix)Manager of Information Technology, Asia-Pacific & Japan
Aug. 2010 - Feb. 2013Singapore• Manage IT Operations in ServiceSource APJ offices in Japan, Kuala Lumpur and Singapore. • Coordinating IT projects (e.g. Virtual Desktop Infrastructure, Symantec PGP and SEP). • Successfully completed office build-ups for Kuala Lumpur and Tokyo as well as office expansions in Singapore. • Maintain good vendor relationships
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• Monitoring of ticket queues via SalesForce and ServiceNow. • Implementing new software and technologies. • Training subordinate and management staff. • Participate in business meetings and discuss the overall IT business strategy.
Hewlett Packard EnterpriseInformation Technology Service Delivery Manager
Jan. 2009 - Aug. 2010Singapore• Managed 3 teams - Central Support Team (CST), Central Administrative Team (CAT) and On-Site Delivery (OSD) based in Goldman Sachs (GS) Singapore office. • Ensured all service level agreements (SLA) goals are met by utilizing various methodologies for e.g. call trend analysis, monitoring of live calls, regular product training and agent rotational scheduling. • Worked hand-in-hand with GS Global Client Response initiative to ensure all of GS employees get "the best support experience wherever you are". • Transitioned all Asia GS regional call centers (based in Hong Kong and Tokyo) to one-stop service desk - CST. This led to an increase of more than 15% of calls coming into service desk while still maintaining SLA. • Ensured that all agents on the service desk are technically trained during the transition phase. • Worked together with other global GS service desks (in Bangalore and Salt City) to ensure consistency on best practices and processes.
Hewlett Packard EnterpriseTechnical Solutions Consultant
Apr. 2007 - Jan. 2009Singapore• Assisted in setting up global technical helpdesk in Singapore whose primary focus is to support GS clients to connect to their corporate network using in-house remote solutions. • Achieved service level agreement (SLA) goals overall key metrics' over the lifespan of the technical service desk. • Coordinated with several global GS user support groups (USGs) to brainstorm ideas on maintaining high-efficiency rates on regular basis. • Ensured all high-level escalations are being properly closed by liaising with correct parties to provide timely resolutions. • Supervised and maintained a position as a team lead; working hand-in-hand with Incident Lifecycle Coordinator to ensure all incident tickets meet their desired resolution in a timely manner. • Reduced employee turnovers, by promoting effective two-way communication between peers, being open on various ideas and spearheaded implementation of effective rotation team schedule. • Designed and built a knowledge-based portal using Microsoft SharePoint 2007 for one-stop solution portal where teams can contribute ideas and post answers to challenging case scenarios. • Designed various reporting schema to ensure all SLAs are being recorded concisely. • Devised Remedy ticket tracking system to ensure all open and pending tickets are being followed up promptly and within agreed SLAs. • Ensured all VVIPs clients are given the highest level of service by providing a significant level of customer service and effective technological know-how.
Hewlett Packard EnterpriseTechnical Analyst Lead
Oct. 2005 - Apr. 2007Singapore• Provided second level global technical support for remote technologies for a major private investment bank (Goldman Sachs) • Administered GS Blackberry devices using Blackberry Handheld Manager & Blackberry Enterprise Manager Provided second level blackberry support for global user support groups in GS offices (e.g. Frankfurt, New York, Tokyo, Taiwan and Singapore) • Assisted various users' issues using various tools (Citrix Metaframe Server, Virtual Private Networking, GoverLAN, Remote Desktop Connection, Telnet) • Attended specialized blackberry training for new Blackberry Version 4 (e.g. enterprise activation, common issues, new blackberry devices Liaised with various Blackberry Service Providers (e.g. Cingular, StarHub, Hutchison, T-Mobile) to solve clients' issues. • Troubleshoot clients' network issues prior to connecting to GS Virtual Private Network Infrastructure (Wireless Technologies, DSL/Cable, Dial-up)
StarHubTechnical Analyst
Jan. 2003 - Oct. 2005Singapore• Provided technical support for business customers on various products (e.g. ADSL, Frame Relay, DLC and IPLC). • Performed diagnostics and troubleshooting of system issues, documented help desk incidents/resolutions and maintained equipment inventory lists. • Won the Best Contact Center Champion in 2004.
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