Singapore
With over 25 years of IT experience in global organizations, I specialize in helping businesses achieve their goals through technology. I’m passionate about enabling customers to meet their business and security objectives by leveraging solutions in identity and access management, system administration, and security. Throughout my career, I’ve built expertise in IT technical support, privileged identity management, service management, project management, and server virtualization. With certifications across these areas, I stay ahead in the rapidly evolving technology landscape. My technical skills, combined with my ability to engage with customers and tailor solutions, drive operational efficiency and enhance security.
Provide technical support for Okta Workforce Identity Cloud Products (SSO, Adaptive MFA, Lifecycle Management, etc.) in the APAC region. Maintained an average CSAT score of over 95%, consistently achieving Top Box customer satisfaction ratings. Established and delivered (4 per quarter) knowledge-sharing sessions focused on Okta setup, configuration, and troubleshooting best practices. This initiative led to measurable improvements in team performance and experience, significantly reducing escalations to the next level. Led onboarding and provided technical mentorship to 11 new support engineers across India and Korea, reducing ramp-up time from 12 to 8 weeks. Spearheaded end-to-end migration of regional test lab infrastructure to AWS, delivering substantial cost savings through consolidation and enabling on-demand test environment provisioning. Certifications: Okta Certified Professional & Administrator and Okta Access Gateway Specialist.
Served as Subject Matter Expert (SME) in Enterprise Password Vault, Privileged Account Security, Privileged Identity Management, Application Access Management, and Privileged Threat Analysis. Acted as a key liaison between L2 Support, Solutions Engineers, and Product R&D teams, ensuring seamless collaboration and efficient issue resolution, which resulted in reduced time to resolution and improved customer satisfaction. Championed cloud testing initiative, driving 75% team adoption of AWS and Azure platforms, which led to an 80% reduction in testing environment setup time. Certifications: CyberArk Delivery Engineer, AWS Certified Solutions Architect Associate, Microsoft Certified Azure Fundamentals.
Provide remote & onsite support on Enterprise Password Vault (Privileged Account Security, Privileged Identity Management), Privileged Session Management, Endpoint Privileged Management, OnDemand Privileged Management, Privileged Threat Analysis, Application Access Management, Conjur Securing DevOps Secrets in Asia Pacific Japan region. Certified as CyberArk Certified Delivery Engineer.
Provided remote and on-site support for EMC Enterprise Content Division (ECD) Documentum (Content Management Solution), EMC Documentum-based Engineering, Plant and Facilities Management (EPFM) solution & EMC SourceOne E-Mail Management (Archiving solution for Microsoft Exchange and Lotus Notes). Conducted Support Readiness Reviews (SRR) for large enterprise customers, ensuring seamless deployment and proactive issue mitigation. Certifications: EMC Proven Professional Specialist in Content Management & EMC Proven Professional Associate Level for Cloud Infrastructure and Services.
Managed service delivery and operations for Wintel, Unix, and Linux hosting environments, ensuring optimal performance and reliability. Honoured as one of the T op 40 supplier staff by Shell IT Services Management for outstanding performance and contributions. Led the introduction of new services, including Windows 2008, IIS 7.0, JBOSS 5.0, and Apache 6.0, for Shell, ensuring successful deployment and integration. Successfully streamlined the hosting portfolio outlined in the contract, addressing gaps in service delivery during the transition. Led the development of service descriptions and service level agreements (SLAs) between Shell and T-Systems to define service operations and management. Feasibility study of migrating Shell's knowledge management application (LiveLink) from Lutong to Cyberjaya (Shell Asia-Pacific Data Centre).