Joshua Tan
Summary
Results-oriented Solution Consultant with a proven track record of empowering partners and being a trusted advisor to customers across APAC. Specialized in Unified Communications, Collaboration Endpoints, and Contact Center solutions. A collaborative team player skilled at designing and implementing tailored collaboration solutions aligned with customer objectives. Effective communicator adept at simplifying technical concepts. Committed to staying updated on industry trends and driving excellence through training initiatives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Channel Solution Architect - ASEAN, TW, HK
Cisco Systems
01.2022 - Current
- Training Success: Organized three seasons of Cisco Collaboration Zero to Hero training with 150+ attendees per session. Achieved exceptional feedback, setting a field standard with CSAT exceeding 4.8.
- Workshop Excellence: Conducted partner workshops with detailed configuration guidance for Collaboration solutions, yielding CSAT scores above 4.9.
- Increased Partner Engagement: Held frequent partner office visits and webinars, resulting in a notable 100% increase in Collaboration SaaS NFR subscriptions and successful promotion of NFR Collaboration device investments.
Solution Engineer
Integrated Research (IR Prognosis)
11.2017 - 01.2022
- Exceptional Sales Performance: Achieved rare 9/10 CSAT rating, secured global MS Teams customer, and drove five major wins in FY2021.
- Recognition: Received multiple Excellence Awards for customer dedication, including after-hours support.
- Technical Expertise: Obtained Microsoft 365 Certified – Teams Administrator Associate and AWS Certified Solutions Architect – Associate certifications.
Senior Voice Engineer
AIG Technologies Malaysia
06.2017 - 11.2017
- Reporting Expertise: Utilize SQL and SSRS to craft tailored contact center performance reports, enabling data-driven insights for strategic decision-making.
- Advanced Support Resolution: Manage high severity and complex support tickets efficiently, ensuring swift resolution and minimal disruption to operations.
- Effective Vendor Coordination: Oversee vendor relationships to ensure adherence to SLAs, troubleshoot issues effectively, and implement strategies for cost reduction through automation, optimizing operations across global regions.
Service Support Engineer (L3)
Dimension Data Malaysia
02.2016 - 06.2017
- UC Device Configuration Leadership: Spearheaded the configuration of IR Prognosis for SCB's global UC devices, enhancing functionality across platforms like Avaya, Verint, and SfB.
- Advanced Escalation Management: Handled complex escalations of Verint and NICE system issues, swiftly resolving challenges escalated by L1 or L2 team members.
- Expert Training and Organizational Leadership: Provided expert product training to elevate team capabilities and served as President of the DDMY Activity Club, orchestrating engaging company events.
Tech Specialist / Team Lead
Jebsen & Jessen Communication
01.2011 - 02.2016
- WFO Implementation: Oversaw end-to-end implementation of Work Force Optimization projects, including recording and quality monitoring systems.
- Technical Support: Provided expert support for Avaya CM, NICE, Verint WFO applications, and IR Prognosis, ensuring system functionality and resolving issues promptly.
- Project Management and Leadership: Led Voice Logger projects as Project Manager, supervised team members, and managed resource allocation for optimal performance.
Education
1st Class Honours Bachelor's Degree In Engineering - Communication & Electronic Engineering
UCSI University
Malaysia 2011
Skills
- System Architecture Design
- Unified Communications & Contact Center platforms
- API & Integrations
- Database Management
- Strong Communication & Presentation Skills
- Partner Enablement
- Leadership & Team Collaboration
Certification
- 2010 - CCNA
- 2012 - NICE Interaction Management R4.1 - Fundamentals, Migration, Encryption
- 2014 - Effective Supervisory Skill training
- 2015 - vSphere 6.0: Install, Configure, Manage
- 2015 - Verint Impact 360 V11 Fundamental
- 2016 - IR Prognosis Technical Training
- 2018 - SQL2016 Fundamental and Advance Training
- 2018 - AWS Solution Architect
- 2021 - Microsoft Teams Administration Associate
- 2021 - AWS Solution Architect - Renew Certification
- 2023 - Webex Customer Engagement Architect
Languages
English
Bilingual or Proficient (C2)
Bahasa Malaysia
Advanced (C1)
Mandarin
Advanced (C1)
Cantonese
Advanced (C1)
Additional Information
Nationality: Malaysian
Permanent Residence: Singapore
Timeline
Channel Solution Architect - ASEAN, TW, HK
Cisco Systems
01.2022 - Current
Solution Engineer
Integrated Research (IR Prognosis)
11.2017 - 01.2022
Senior Voice Engineer
AIG Technologies Malaysia
06.2017 - 11.2017
Service Support Engineer (L3)
Dimension Data Malaysia
02.2016 - 06.2017
Tech Specialist / Team Lead
Jebsen & Jessen Communication
01.2011 - 02.2016
1st Class Honours Bachelor's Degree In Engineering - Communication & Electronic Engineering
UCSI University
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