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Paul Ong

@paulong

I support reliable cloud, ecommerce, and EDI systems by resolving production-critical issues.

I've supported business-critical ecommerce, cloud, and EDI platforms at Prezzee, SolarWinds, and OpenText, resolving production incidents, investigating integrations, and coordinating releases that protect service availability.

At Prezzee, I monitor ecommerce systems, payments, partner SLAs, and product catalogue data while managing SaaS access, fraud escalations, and customer-impacting issues across Production, Staging, and Sandbox environments.

Experience

Work history, roles, and key accomplishments

Current

Operations & Application Support

Current

Yempo Solutions Philippines

Aug 2023 - Present (3 years 1 month)

Monitors and supports ecommerce production systems, resolves incidents, manages product catalogue data, coordinates releases, and provides technical support across environments.

AWS Datadog mailgun Telesign Stripe Braintree DataDome Incident Management Production Monitoring E Commerce Operations SaaS Vendor coordination Access Management SLA Reporting Root Cause Analysis

Cloud Application Support

SolarWinds Software Asia Pte. Ltd.

Apr 2021 - Jul 2023 (2 years 3 months)

Supported and troubleshot SolarWinds cloud applications including Papertrail, Loggly, and Pingdom, resolving customer issues within SLAs and collaborating with development teams.

Papertrail Loggly Pingdom Incident Management Troubleshooting Root Cause Analysis Documentation Knowledge Base

EDI Cloud Analyst

GXS Philippines Inc. / OpenText

Feb 2014 - Mar 2021 (7 years 1 month)

Supported EDI integrations using ANSI X12 and EDIFACT standards, investigated failed transactions, and implemented changes within OpenText Managed Services environments.

EDI X12 EDIFACT VAN AS2 SMG SFTP XML RosettaNet Unix Root Cause Analysis Testing

Information Security Specialist

Ingram Micro Philippines

Aug 2011 - Jan 2013 (1 year 5 months)

Monitored security infrastructure, reviewed intrusion-detection events and system logs, and responded to security incidents to support compliance.

Infosec Intrusion Detection Log Analysis Vulnerability Management Incident Response Compliance

Technical Support Specialist – Tier 2

Sutherland Global Services

Jun 2010 - Jul 2011 (1 year 1 month)

Provided Tier 2 technical support for VoIP services, application performance, and complex customer issues, assisting with sales proposals and service-order processing.

VoIP Technical Support Troubleshooting Escalation Management Customer Service

Technical Support Representative – Tier 2

WEST Contact Services

May 2008 - Jun 2010 (2 years 1 month)

Provided Tier 2 technical support for high-speed internet, email, television, voice services, home networking, and advanced wireless configurations across Windows and macOS.

High Speed Internet Email Television Voice Services Home Networking LAN Wireless Configuration Windows MacOS Troubleshooting

Quality Assurance Representative / Financial Service Representative

Access Worldwide Philippines Inc.

Feb 2005 - May 2010 (5 years 3 months)

Identified service-quality improvements, evaluated customer interactions, and provided product information and customer service for a US financial institution.

Quality Assurance Customer Service Financial Services Feedback Continuous Improvement

SAP/ABAP4 Programmer / Developer Consultant

Filinvest Land Incorporated / Magnus Philippines Inc.

Sep 2003 - Sep 2004 (1 year)

Analyzed user requirements and business processes, developed ABAP reports and SAPscript programs, and supported SAP R/3 modules including MM, FI/CO, TR, RE, and Sales.