Engineer Analyst

M ichael Khong

***** ******* **. *** *****, CA 92126 408-***-****

m *********@*****.***

E ducation: B.S., Cognitive Science specializing in H uman Computer I n teraction

J une 2009

University of California, San Diego (UCSD)

Major GPA: 3.5 / Cumulative GPA: 3.3

Resourceful Team Leader w ith the ability to effectively initiate, supervise and complete collaborative

S kills

p rojects across cross-functional teams with creativity and passion.

P rofile:

Effective Communicator and T roubleshooter w ith the ability to write, dictate, and follow concise

detailed instructions to and from technical and non-technical persons.

System and Network Administration - vSphere VDI, Windows Server 2003/2008 R2 Deployment and

M anagement, Active Directory Administration, Enterprise Antivirus Management, Firewall and IPS

Configuration, LAN/WLAN Design and Configuration

D esktop and Application Engineer - W indows, Linux, Mac, and Mobile platforms. Manual Malware

Removal (SysInternals, GMER, IceSword), Data Backup and Recovery, System Build Consultation, Load and

Performance Testing, System Migration, and Tune Up.

Design and Development Skills - P roficient experience with design tools and web languages: HTML, CSS,

AJAX, Java, Joomla, C, Python, PHP, Ruby on Rails, Adobe CS

Experienced in Business and Collaboration Tools - Deployment, configuration and reporting with Wiki

K nowledge-bases, CRM/ERM Numura Footprints, Salesforce, Netsuite, Sharepoint Services

January 2011 – Present

P rofessional ESET, San Diego, CA

E xpe rience: Business P roduct Analyst

- Developed and executed benchmarking test plans to evaluate all aspects of centrally managed enterprise

endpoint security products with a focus on technical functionality, usability, and performance

- Deployed and managed virtualization infrastructure using VMware vSphere, Windows servers and

desktops

- Presented test results and technical briefs to Product Marketing for strategic positioning, Development

for feature requirements, and Sales for collateral and data sheets

- Monitored industry trends by assisting in analyst briefings, technical reviews and maintaining a

competitive intelligence library

January 2010 – December 2010

Q ualcomm, San Diego, CA

I T Support Analyst

- Tier 2 support assisting over 10 financial institutions with proprietary mobile banking applications from

a client and system perspective through ITIL service operation

- Interacted with clients and cross functional departments including Account Management, Engineering,

Network Teams, and Middleware Services to provide point of contact for coordinating technical

operations with large scale national banking infrastructure

- Continually improved support model through case review and monthly client meetings

A ugust 2006 – September 2009

U CSD Academic Computer Services, San Diego, CA

Help Desk Lead ( September 2007 - 09)

- Managed team of 20+ consultants, providing first tier IT and customer support through an average of 68

emails, 130 phone calls, and 70 walk-ins daily

- Developed 120 page training manual and 50+ hour training course for new employee certification

- Streamlined workflow by drafting policies, procedures and documentation for daily operations

- Evaluated interpersonal and technical skills of employees through training and task evaluation

R esidential Computer Consultant ( August 2006-07)

- Averaged 20 hours of weekly email, phone, on-site, and walk-in support for over 8,000 on-campus

students and faculty members

- Performed hardware diagnostics, software installation and troubleshooting, and malware removal

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