Hoey Syean Chua

2025 Department Honour - Excellent Employee Award

- Started in T1 technical support for security and cloud products, serving as the first point of contact for client technical issues. - Respond to client inquiries via email, hotline, and ticketing systems, collecting, summarizing, and following up on cases to ensure timely resolution. - Progressed to T2 support, performing remote implementation and troubleshooting for enterprise network and security environments. - Configure and troubleshoot firewall and network security policies, including ACL, Anti-DDoS protection, IPS, and WAF. - Perform network configuration and troubleshooting involving OSPF routing, DHCP, SNMP, SD-WAN, SSL VPN, NAT, DNS proxy, HTTPS decryption, and bandwidth management. - Assist clients with multi-vendor solution integration, ensuring compatibility between Sangfor and third-party security technologies. - Conduct remote troubleshooting and implementation for security products including Firewall, IAG, Endpoint Secure, Cyber Command, and SASE solutions. - Mentor interns and provide guidance to support their technical learning and development.

- Led in developing comprehensive policies and procedures in Infrastructure and Programming domain from scratch, to ensure the policies were tailored to specific departmental needs. - Developed step-by-step guidelines for the configuration of virtual machine and installation of Kali Linux operating system. - Performed automated penetration tests on web application and developed comprehensive procedural documentation from penetration tests. - Collaborated with developers and UI/UX teams to develop a Cybersecurity Training Portal for employee cybersecurity awareness training

Enrolled in 4-month training programme as known as the K-Youth Development Programme 2023, organized by Excelerate Asia-Pilihan Wibawa, sponsored by Khazanah Nasional and with training provided by EC-Council. - Key Focus Areas: Network Defense, Ethical Hacking, Digital Forensics, Security Operations

As technical support for several countries a) Identify and provide technical support / solutions for pre- and post- technical issues to sales. b) Responsible for document preparation and submission during order processing, pre- and post-sale. c) Review customer’s specification and propose the most suitable cooling tower selection / design. d) Review customer’s specification and carry out tower modification to meet requirement and site condition. e) Understand the different in company’s products vs. competitor’s offerings and provide advice on tower selection to sales. f) Respond to customer’s complaint, requirements, comment and feedback on enquiries and document submission. g) Participate in site inspection and perform troubleshooting on site issues; Prepare technical documents and/or attend technical clarification meeting, as required. h) Maintain strong relationships and cooperate with vendor to provide RFIs and RFQs which meet client’s specifications and requirements. i) Cooperate with multiple departments such as Project, Purchasing, Design Engineers, Costing and R&D, in order to resolve technical / site / modification issues and keep track of the progress throughout the project. j) Serve as liaison between sales, production and costing department to carry out communication and cooperation effectively.

- Responsible in the quality control of final products. - Responsible in research activities of developing and testing new products. - Improve the existing products based on customer’s feedback. - Responsible in updating the documentation, which includes organizing and retrieving documents upon request and developing efficient record-keeping systems.