TIAN SHYUE TEH

Technical Support jobs:

1. Cybersecurity Champion

• Guarded client websites against DDoS/CC attacks, proactively mitigating threats to ensure uninterrupted online operations

2. Technical Problem Solver

• Collaborated with clients to tailor solutions and seamlessly integrate security measures into their existing infrastructure
• Diagnosed and swiftly resolved complex CDN, network, and security issues using advanced tools (e.g 'Tcping', 'ping', etc.)

3. Process Improvement Leader

• Championed continuous improvement initiatives to streamline technical support processes and workflows

4. Project Expertise

• Led and participated in key projects like VIP customer support and QoS initiatives for trial customers e.g HUAWEI customers
• Provided in-depth technical documentation for issue resolution and prevention, and managed bandwidth for edge/customer domains

1. Technical Expertise & Customer Focus

• Fielded complex web and network issue escalations as the primary customer touchpoint, providing 24/7 support and guidance via Telegram.
• Delivered exceptional technical support through Zendesk, troubleshooting CDN problems across various customer networks and platforms.
• Collaborated seamlessly with cross-functional teams to expedite accurate resolution of complex customer issues.

2. Proactive Problem Solving & Knowledge Management

• Leveraged Wecom tools to proactively identify product and platform bugs in SG and other regions.
• Ensured customer SLA compliance through meticulous case auditing and daily documentation of complex issues in Confluence and wiki platforms.

3. Solution-Oriented Consultative Approach

• Evaluated customer needs and recommended effective upgrades or features (e.g., Shield Defenses) based on their business environment.
• Guaranteed customer satisfaction by ensuring proper resolution of all CDN and security issues across various communication channels (Telegram, Wecom, WeChat).

4. Leadership & Mentorship

• Led customer support teams during shifts, providing on-the-job support (T2) and assisting junior engineers with complex issues like DDoS attacks and CDN configurations.

1. Leadership & Technical Expertise

• Led customer support shifts, acting as the primary point of contact for troubleshooting, mitigating issues, and escalating complex incidents.
• Maintained SLAs for customer support channels (Zendesk, portals, tickets) for global customers including Wangsu.
• Provided expert support for CDN products (DWA, CA, VOD, CloudVOD, Live, Security) across the entire CDN network.
• Optimized existing configurations to enhance performance and service quality for customers.
• Performed complex configuration, audits, and extension setups.

2. Operational Excellence & Knowledge Sharing

• Managed Digicert MDC certificate renewals, ensuring uninterrupted service.
• Identified, investigated, and escalated critical issues during outages.
• Developed and delivered training programs to upskill customer support and IRE teams.
• Created, maintained, and updated customer support procedures, driving process efficiency.
• Actively participated in change management through the Board of Approval.

1. Level 1.5 Support

• Provided technical support to customers, bridging the gap between Tier 1 and Tier 2 assistance.

2. Incident Management

• Managed outages, analyzed incidents, and monitored VVIP customer accounts (Samsung, TikTok, Hyundai, Akamai) to ensure SLA compliance.

3. Problem-Solving & Troubleshooting

• Identified, diagnosed, and resolved complex customer issues across various channels (WeChat Work, ticketing systems, Zendesk, Telegram, Avoxi Genius) related to CDN products (Web, Live, Security, Service).

4. Escalation & Collaboration

• Escalated complex issues to relevant partners and collaborated with internal teams to ensure efficient resolution.

5. Network & Edge Expertise

• Monitored and analyzed network performance across different global edges for optimal performance.

6. Knowledge Management & Onboarding

• Documentation & Knowledge Base: Created and maintained comprehensive documentation (procedures, workflows, knowledge base) in Confluence and wiki platforms.
• Team Onboarding & Training: Guided new team members, including escalation procedures and consulting on relevant technical areas.

1. Edges/Domains/Networks Monitoring

• Monitored and supported CDN edges, network performance, and service delivery to meet SLAs.
• Ensured optimal cache utilization to minimize redundancy and latency.
• Coordinated with data centers, ISPs, and third-party vendors to resolve service disruptions, outages, and maintenance issues.
• Utilized OpenQs and Eagle for monitoring and troubleshooting.

2. IT Helpdesk

• Provided multi-channel support (email, legacy systems, web portals) and documented issues in Jira/Zendesk/Confluences, escalating as needed.

3. Security

• Abuse Prevention handling.

4. Troubleshooting

• Using Linux (Red Hat based) to troubleshoot servers/networks problems.

• For details on the years 2015-2017, please check my LinkedIn profile at Tian Shyue Teh's LinkedIn.