Wireshark
Lim Poh Seng
Senior Technical Support Analyst
Summary
Accurate Senior Analyst with exceptional teamwork, leadership, and communication skills. Over 8 years of experience working on large-scale projects and handling daily operational requests. Exceptional technical understanding to meet project deadlines.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Senior Analyst
BlackBerry Pte Ltd
10.2016 - 02.2025
- Company Overview: Company doing MDM solution, Malware
- Projects Involvement: Malaysia Government MCCE Project (4 pillars), Training for new hires on problem solving, Beta Tester, Deliverables to internal and external stakeholders on critical cases, Salesforce AI
- Roles - Work with Engineering, NOC (JIRA, Confluence), On Call 24
- 7 to support critical issues, Work on BlackBerry Dynamics SDK issues, Work on Cylance MTC, Cylance Amazon Web Service log gathering, Grafana logs pulling and analysis, macOS Xcode analysing iOS apps issue, Android Studio Educate customer on BlackBerry UEM BEMS Good & Cylance Products
- Streamlined operations and prioritized tasks
Senior Network Engineer
Leica Instruments Pte Ltd
08.2013 - 05.2016
- Company Overview: Company manufacturing medical products Leica Microscope
- Projects Involvement: Phishing Email Campaign, Carbon Black deployment, monitoring, Trapping & detecting ransomware email, Websense rollout from Cloud Websense to Hybrid Websense, Trend 10 to Trend 11 Global Server, BlackBerry to Airwatch Migration, Office 2010 to Office 365 rollout, VMWare 4i to VMWare 6 Migration, Druva Rollout, Cisco PABX Deployment softphone, Aruba Wireless Rollout, EMC Configuration, Decommission of Cisco 2960 Switches, UPS Migration, Upgrade of servers from 2003 to 2008/2012, Isolation of R&D network from Production network, SCCM rollout(Current), SGWireless rollout (Current), Cat 5 to Cat 6 UTP Migration
- Roles - Enhancing company security, work with Danaher & Global Leica Team to harden company security, Ensure whole office area able to cover with Wireless, Educating users on IT security, emphasize & ensure users put into practise
- Company manufacturing medical products Leica Microscope
Network Engineer
Leica Instruments Pte Ltd
05.2012 - 08.2013
- Company Overview: Company manufacturing medical products Leica Microscope
- Projects Involvement: Lotus Notes to Outlook Migration, BlackBerry Express Setup for SG & Korea, Trend OfficeScan 8 to 10 migration, Retweet Cisco Wireless configuration to suit the company needs, Migration of File Server (2003 – 2008) & decommissioning
- Roles - Support Korea & 2 Singapore office users (300 machines), Collaborate with Australia, UK & China IT team in troubleshooting network issue, Manage SG Servers ensure uptime & reliability, Configuration of BlackBerry Devices 5.0, Setup of new users machines, Ensure manufacturing machines with Operating System running without production lost time, Survey & propose improvement work for the company IT infrastructure
- Company manufacturing medical products Leica Microscope
Senior Handheld Analyst
Research In Motion Singapore Pte Ltd
08.2010 - 08.2011
- Company Overview: Telecommunication company that manufacture BlackBerry phones
- Projects Involvement: Setting up of the new Singapore Mac Escalation Team, Major Incident Engagement to take on critical escalations, Maintaining the Mac Portal for the associates, Training China Analyst for setting up technical team in China, Involved in Overseas Immediate Engagement for critical complicated issues in Beijing to work together with the development team
- Roles - Supporting the Social Media Team on technical escalations and enquiries, Handle VVIP customers and perform advanced BlackBerry handheld, desktop troubleshooting, Provide coaching, development and mentoring of new analysts, by providing on-the-job technical coaching, performing periodic technical audits or conducting classroom technical training, Involved in BETA Projects and Early Adopter Program support of BlackBerry BETA products by doing analytical testing, Collaborating with Software Development team, Service Engineering Support Team, and Network Operations Command Team on service impacting issues, so as to resolve customer’s issues timely and also to improve the customer experience, Coordinate with account manager on resolving irate issues from other Telco carriers and enterprise customers, Assisting the Executive Management and Business Units with high priority escalation from carriers, service providers and Government Agencies, Conduct interviews for selection and hiring of technical analysts, Contributed and reviewed numerous technical articles in Technical Knowledge Base, Is the Go To Person for all technical consultations by the associates, Submission of bug reports to internal systems, Engaged in problem management issues and working together with the global teams(NOC, SES, Web Admins) in Canada for resolving critical impacting issues
- Telecommunication company that manufacture BlackBerry phones
Handheld Desktop Analyst
Research In Motion Singapore Pte Ltd
09.2009 - 07.2010
- Company Overview: Telecommunication company that manufacture BlackBerry phones
- Projects Involvement: Training Japan Analyst
- Roles - Handled escalation calls from Tier 1, Tier 2 and enterprise customers and desktop associates, Consistently exceeding team KPI, achieved satisfaction and case closure, Received many compliments by creating exceptional customer experience, Participated in beta programs, providing input on feature specs, supportability and quality, Proactively aid associates and specialist in their calls and consultations
- Telecommunication company that manufacture BlackBerry phones
Education
Degree - Information Technology with specialization in Internet and Mobile
SIM University of Wollogong
01.2009 - 01.2011
Diploma - Information Technology with specialization in Internet and Mobile
Nanyang Polytechnic
01.2002 - 01.2005
Skills
Client Relationship Management
Performance Evaluation
Data Evaluation
Certification
ITILV3 – Foundation, 2009
Personal Information
Nationality: Singaporean
Software
Grafana
Android Studio
XCode
WinDBG
Perfmon
Troubleshooting
Timeline
Senior Analyst
BlackBerry Pte Ltd
10.2016 - 02.2025
Senior Network Engineer
Leica Instruments Pte Ltd
08.2013 - 05.2016
Network Engineer
Leica Instruments Pte Ltd
05.2012 - 08.2013
Senior Handheld Analyst
Research In Motion Singapore Pte Ltd
08.2010 - 08.2011
Handheld Desktop Analyst
Research In Motion Singapore Pte Ltd
09.2009 - 07.2010
Degree - Information Technology with specialization in Internet and Mobile
SIM University of Wollogong
01.2009 - 01.2011
Diploma - Information Technology with specialization in Internet and Mobile
Nanyang Polytechnic
01.2002 - 01.2005
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