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YEN SIN ONG

YEN SIN ONG

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location of YEN SIN ONGKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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  • Timeline

  • About me

    Staff Technical Support Engineer at Genesys

  • Education

    • University of Malaya

      2007 - 2011
      Bachelor of Telecommunication Engineering

  • Experience

    • Interactive Intelligence

      Jul 2011 - Jul 2017

      Responsibilities:• Provide technical support for call center solution software, Customer Interaction Center orPureConnect, with integration of PureCloud or GenesysCloud product.• Case and management customer escalation management to ensure the service meets customers' SLA.• Create Knowledge Base articles and Webinars for customer and internal use.• Manage APAC support team• Hyper-V Admin for the testing environment.• Acting Technical Account Manager.

      • Principal Engineer

        Jun 2015 - Jul 2017

      • Senior System Engineer

        Jan 2014 - May 2015

      • System Engineer

        Jul 2012 - Dec 2013

      • Associate System Engineer

        Jul 2011 - Jun 2012

    • Genesys

      Aug 2017 - Jan 2021
      Principal Engineer

      • Maintained the responsibilities held under previous Principal Engineer title.• Focus on management role, including engineer performance review, case management, escalations, customer satisfaction review and resource planning.

    • Infosys

      Feb 2021 - now
      Staff Technical Support Engineer

  • Licenses & Certifications

    • Windows Server 2012: Installation and Configuration

      LinkedIn
      Jul 2017
      View certificate certificate

    • Genesys Cloud CX: Professional Certification

      Genesys
      Apr 2024
      View certificate certificate

    • Interaction Dialer Certified Engineer (IDCE)

      Genesys | Interactive Intelligence
      Aug 2011

    • Interaction Center Certified Engineer (ICCE)

      Genesys | Interactive Intelligence
      Aug 2011

    • Microsoft Certified: Azure Fundamentals

      Microsoft
      Jun 2021
      View certificate certificate

    • Windows 10: Administration (2016)

      LinkedIn
      Dec 2020
      View certificate certificate

    • ITIL® Foundation in IT Service Management

      AXELOS Global Best Practice
      Jul 2017
      View certificate certificate

  • Honors & Awards

    • Awarded to YEN SIN ONG
      APAC Support Services Award 2014 Interactive Intelligence Jun 2014 In recognition of extraordinary contribution and performance in quarter 2.
    • Awarded to YEN SIN ONG
      APAC Services Award 2013 Interactive Intelligence Sep 2013 In recognition of extraordinary contribution and performance in quarter 3.

  • Volunteer Experience

    • Volunteer

      Issued by Old folks' home
      Old folks' homeAssociated with YEN SIN ONG