Gabriel Seng

Extensive experience in Engagement Management, Customer Success, Technical Account Management, Escalation Management, Technical Support, Solution Delivery and Technical Consulting in Web, Identity Access Management, Enterprise solutions and Cybersecurity. 

A technical analyst at heart who thrives in the areas of Escalation Management and Problem Management. Being able to help customers in difficult situations is most fulfilling and paves the way to “Trusted Advisor” status. 

The role of a people manager (mentoring and servant-leader approach) ranks high up on my career bucket list of action items to pursue over the next 3 years.

CAREER ACHIEVEMENTS / AWARDS

• At JumpCloud, authored an enterprise Zero Trust paper that has been key to securing a multi-year product and services renewal with JumpCloud’s largest enterprise scale customer. 
• Achieved 140% annuity revenue growth for Premier account business in FY 2018-2019 [Microsoft].
• 2011 HP Enterprise Most Valuable People Award (High Flyer Award) in recognition for consistently demonstrating excellence in customer satisfaction, leadership, collaboration and results. 
• 2010 HP Technology Services Expert Humanity Wall of Fame nomination. Recognition for creating a positive outcome for customers.
• Promoted to team lead to oversee the Microsoft and WinTel Support Service Delivery team. [HP] 
• At ST Electronics & Engineering Ltd, successfully developed the first Singapore built real-time, multitasking S211 Operational Flight Trainer communication hub in C well ahead of schedule. [ST E&E]

PROFESSIONAL EXPERIENCE

JumpCloud (Singapore) Pte Ltd          August 2022 to May 2023

Senior Technical Account Manager (APAC)

• Dedicated Technical Account Manager for JumpCloud’s largest customer account and affiliates. 
• Working autonomously in Asia Time Zone with follow up across time zones as required. 
• Key owner and advocate for customer’s feature requests and collaboration with product engineering on progressing feature requests and bug fixes.
• Point of contact and customer liaison for all things JumpCloud related.
• Proactive assistance as well as escalation management.

Akamai Technologies (Singapore) Pte Ltd       Sep 2019 to July 2022

Senior Engagement Manager

• Demonstrate technical competency in Akamai’s Cloud Security and Content Distribution Networks.  
• Lead technical team and oversee Premium Support for strategic customers and Professional Services implementation portfolio.
• Serve as central contact for customer and integrated account team to strategically ensure customer satisfaction, account retention and account growth through involvement in pre-sales activities.
• Build strategic partnership across internal stakeholders and customer stakeholders to achieve customer’s business outcomes and drive innovation across an engagement lifecycle.
• Serve as customer advocate and building towards “Trusted Advisor” status with customer stakeholders to drive adoption and customer success.

Microsoft Regional Sales (Singapore) Pte Ltd  May 2012 to Sep 2019

Senior Technical Account Manager

• Strategic Service Delivery Management of customer accounts across Enterprise and Public Sector which includes planning and delivering of programs of work to drive customer satisfaction, renewals and growth. Achieved year on year revenue growth of 10%.
• Managing the delivery of valued outcomes through demonstration of empathy for customer situations and genuine interest in their success and understanding customer’s business. 
• Developing and growing Consulting and Support business and revenue within and across team assigned accounts through strategic customer relationships and strategic alliances with partners.
• Lead growth initiatives and anchor Account Management for Premier Support in assigned focused industry sector(s) through close collaboration across functions and time zones. 
• Lead and collaborate across support and sales organization in Account Management, Problem Management and Escalation Management to drive for customer success. 
• Develop plans and leverage internal capabilities and resources to deliver high-quality, customer-centric solutions and resolution.
• Collaborate with and across account team units to advance cloud adoption and digital transformation.

Virtual Computing Environment Company    Nov 2011 to Apr 2012

Customer Advocate (APJ Role) 

• Support Account Management for customers across Japan, Korea, Indonesia and Singapore. 
• Training, Onboarding and mentoring new hire Customer Advocates 
• Problem management and Escalation management across the support functions of Vmware, Cisco and EMC to ensure customer experiences seamless support. 
• Provide customer representation to the EMC, Cisco and Vmware coalition and collaborate across the coalition
• Spearhead and build the necessary operational processes required to deliver Customer Advocacy and seamless support for Asia Pacific and Japan

Hewlett Packard Singapore Pte. Ltd               Feb 2004 to  Oct 2011

Solution Delivery Lead – (Client Solutions, Microsoft Infrastructure) – Feb 2010 to Oct 2011

• Resource planning and management of the Microsoft Solutions Delivery team which includes project portfolio management.
• Capability and Capacity planning for the delivery operations including formulation of process improvements for technical consulting delivery.
• Lead consultant in a multi-million dollar Active Directory and Exchange consolidation project across 5 countries in the Asia Pacific Region. 
• Solution Architect for a major Enterprise project which includes Notes to Exchange migration, Fax, Identity Management and Active Directory consolidation. 
• Perform arbitration or mediation during technical scope and solution reviews 
• Support pursuit of Microsoft infrastructure deals
• Escalation management and Problem resolution management for complex delivery and technical issues.
• Provide guidance to fellow consultants on customer advocacy and customer account management. 

Account Support Manager – (Mission Critical Services) – Feb 2004 to Jan 2010 

• Performed Capability and Capacity planning and built team cohesion and served as a role model in cross-team leadership and collaboration across departments and functions.
• Lead and mentor fellow ASM’s in problem management and ensuring delivery to commitment due diligence. 
• Lead the team in providing mission critical support for customer’s Microsoft, WinTel and Citrix infrastructure.
• Responsible for delivery of proactive and reactive support to account customers on Microsoft technology platform.
• Establish strong support relationship and rapport with assigned customer support accounts whilst taking full accountability and ownership of customer success.
• Perform problem management functions including problem tracking, escalation, resolution and reporting for customer’s mission critical systems.
• Collaborate with HP internal account teams to drive for customer satisfaction.

Pfizer Pte. Ltd. (Corporate Information Technology - Asia)        Nov 2001 to Jan 2004

Regional Systems Specialist 

• Manage the ASIA regional Data Center and provide level-2 mission critical support for hosted servers which include internet/intranet Business applications on SUN Solaris, Oracle and Windows 2000 (IIS/SQL). 
• Implementation, administration and upgrade of Lotus Domino application servers across ASIA. 
• Managed high availability of messaging and infrastructure services through self developed system management scripts and software, proactive fault management and capacity planning.

SingTel Aeradio Pte. Ltd. (Infrastructure Systems)                                Dec 1998 to Nov 2001

Senior System Engineer - Lead

• Lead a team of engineers in providing system administration and level 2 support for the NT infrastructure and Exchange 5.5 messaging services with a user base of 12000.
• Disaster recovery of NT domain controllers, file & print servers and Exchange 5.5 clustered servers.
• Planned, defined and project managed the in-house development of a Helpdesk Ticketing and Tracking portal.

Internet Appliance Pte. Ltd.                                                    Mar 1998 to Dec 1998

• Development and unit testing of the Linux based appliance servers, provided pre-sales and post sales product support. 
• Presented at Comdex Fall 98’ in Las Vegas and conducted product technical seminars to mid-sized audiences in Singapore and Malaysia.

Farnell Components Pte. Ltd.                                                  Nov 1996 to Feb 1998

• Provided End-User computing support and fault management of Terminal servers and mainframe terminal connectivity. Provided level-2 support for the Novell Netware infrastructure.

ST Electronic & Engineering Ltd.                                                       Apr 1995 to Oct 1996

• Designed and implemented the project LAN infrastructure and developed the Real-Time multi-tasked Flight Simulator interface software in ‘C’ and assembly language on OS9 real-time embedded OS. 

Microtronics Systems                                                              Aug 1994 to Mar 1995

• As an Application engineer, performed pre-sales and post-sales support for VME CPU systems and provided support for the Novell 3.12 infrastructure. 

Maxtor Peripherals Pte. Ltd.                                                   May 1989 to Jul 1994

• Associate Engineer providing Factory Information Systems support and implementation on Sun UNIX and SCO XENIX.

2009 - Bachelor of Science (2nd Upper Honours) in Network Computing, Coventry University
2000 - Advanced Diploma in Data communications and Networking, Ngee Ann Polytechnic
1994 - Diploma in Electronics and Computer Engineering, Singapore Polytechnic
1989 - VITB-ITC In Electronics Engineering