KELVIN TEH KOH OOI

Career Path: Data & Security Engineer (2007) > Senior Network Engineer (2011) > Team Lead (2017) > Senior Network Security Engineer (2021). KEY PROJECTS: CLOUD TRANSFORMATION & AI (2022–Present) Cloud Migration: Executed the design and migration of corporate telephony from legacy On-Premise Cisco CUCM to Cisco Webex Calling (UCaaS) and Webex Contact Center (CCaaS). CC Automation: Designed Call Queues and Entry Points in Flow Designer, implementing Skill-Based Routing, Voicemail, and Callback logic. Hybrid Voice & Security: Configured Cisco ISR 4000 (CUBE) as Local Gateways (LGW), configuring SIP-TLS and sRTP for secure Tier 1 carrier connections. Modern Collaboration: Deployed Webex Room Kit Series (RoomOS/MTR), managing the transition from legacy TelePresence (SX/DX) to hybrid meeting environments. AI Implementation: Deployed Cisco AI Agents and utilized Topic Analytics to identify intent and automate response. OPERATIONAL EXCELLENCE & TRAINING Mentorship: Created comprehensive training curricula and conducted knowledge-sharing sessions to upskill internal teams on Cisco UC and Webex. Proactive Care: Implemented preventative maintenance strategies to reduce reactive incidents. Authored KB documentation to standardize troubleshooting and improve resolution times. Reporting: Delivered monthly executive summaries translating technical performance into actionable improvement plans. CORE TECHNICAL SCOPE (ON-PREM & WEBEX) Advanced Diagnostics: Root-cause analysis of CUCM, Unity, UCCX, and IM&P using RTMT Traces, Dialed Number Analyzer (DNA), and CDR. UCCX Support: Resolved scripting issues using Reactive Debugging and modified scripts in UCCX Editor. Protocol Analysis: Troubleshoot deep-level Voice Gateway and SIP Trunking issues (Dial-Peers, Translation Rules, SIP/MGCP/H.323 signaling). Network Config: Managed Change Management for Cisco Routers (QoS, Policy Routing, AAA, NAT) and Switches (VLANs, StackWise).

- Outsource to HP Malaysia as a Network Consultant - Level 2 support for Nokia Global Network (WAN team) -Remote troubleshooting Routing issue (OSPF, BGP, MPLS) -Remote Troubleshooting WAN link (ATM, Frame Relay, SDH, and ISDN Dial up and POS) -Remote Troubleshooting VOIP (Qos, Dial Plan, gate keeper) -Remote Troubleshooting DNS, NTP, and Radius Authentication issue -Involve in Change Management (Commissioning and decommissioning router, VPN tunneling, Multilink, HSRP) - Other networking knowledge, upgrading IOS, Loop testing, DHCP Server, FTP, and Security (Nokia IP440, IP560) - Soft skill for customer support.

as a Technical support engineer - Test, repair and configuring Jupitel Auto-dialer. - Test and Commissioning Jupitel Intelligent Dialer Management System (A management system which include gateway and program to manage Auto-dialer configuration remote and periodically). - Test and Commissioning GSM Wireless Fixed Cellular Terminal - Administrative Analog Voice Gateway for Asia Telecom, and Axis. - Soft skill for customer support.

as a Technical Support Engineer - Trouble shooting Door Access System (Magnetic card, Smart Card and Mifare card) Servicing and Repairing ELID door Access system controller board (using MC6808, Serial communication) - Installation, test and Commissioning Time Attendance system. - Servicing and Repairing Car Parking Control System (Bulkwalk and magnetic). - Install, test and commissioning on hotel locks system (ADEL) and lift system - Knowledge on SQL script, Communication port and ODBC connection. - Soft skill for customer support. - Basic knowledge for Cisco LAN configuration , network management, Database management (paradox and SQL).