Alex Yap BL

• Overseeing L2 team with 15 engineers • Provide guidance and training to develop the team into full potential • Drive the team's performance, support quality, CSAT and SLA etc. • Maintain the team technical competency with training arrangement internally and externally • Succession and career path planning for the team • Team's schedule, activities, duty rotation and leave planning management • Team workload prediction, planning and management • Ongoing talent searching and hiring for team expansion • Work with different region Managers for follow-the-sun support • Hot cases escalation management

• Responsible for Level 3 support and escalation for all Fortinet products (Firewall/Analyzer/Wifi/Endpoint/Authenticator etc) • Troubleshoot and analyze customer's technical issue and provide appropriate technical solution/best practice to customer. • Reproduce customer issue in lab, and provide RCA to customer as request. • Escalate bugs to R&D with detail information and problem reproduce steps. • Provide technical guidance to customer by sharing design knowledge, best practice, solution to meet customer requirements. • Customer management

• Responsible for Solution Architecture design, recommendation, technical presentation, project management and technical support for all Huawei-3Com & 3Com products (Router/Switch/Wifi/Firewall etc) in Asia Pacific Region. • Prepare POC (Proof of Concept). • Provide consultation and conduct Product Solution Training for the re-sellers, partners and customers.

• Perform executive level technical consultation • Provide IT infrastructure design/support/implementation • Provide documentation with ISO 9001:2000 Standard (Cortex: the LogicaCMG way), customer personnel training and support. • Propose technical solution as per customer requirements • Prepare UAT to test the design and customer requirements.