Flora Ng Email and Phone Number

• Monitor network SIEM and follow Incident Response (IR) playbooks to mitigate threats and identify improvement plans when necessary• Review and create custom SIEM analytic rules to improve SOC efficiency• Perform malware analysis and threat hunting using Kusto Query Language (KQL)• Designed Power Automate logic cloud workflows and integrate it into IR procedures• Lead on endpoint hardening through configuration management such as conditional access control, patch management, and device offboarding• Designed the Mobile Device Management (MDM) framework via Intune Endpoint Manager and deployed it to all endpoint devices across the organization• Set up and implemented Jamf MDM solution for all Apple devices (corporate and BYOD)• Experienced in scripting (PowerShell, bash, Python) to manipulate data, interactive with APIs, and Azure AD administration• Configured compliance and configuration policies for endpoints in accordance with SOC2 and ISO27001 standards

• Resolving customer issues and technical support for the online ticketing site. • Providing prompt responses to time-sensitive tickets through the Zendesk support platform• Proper documentation of all customer engagements and resolutions for future reference

• Assisting technicians on the field in real time with installation and provisioning of equipment• Providing Tier 2 support for escalated cases involving complex troubleshooting of back-end system failures• Documenting flaws in current workflow and actively assisting in system automation projects

• Liaison with multiple departments to manage company influence on a public domain• Successfully implemented internal tools to streamline customer interactions via social media• Facilitated a program to provide higher technical training to all members and transition to a fully autonomous social media support team

eCare Technical Support• Effective communication via text on a chat platform to resolve technical issues• Implemented winning solutions to ensure long-term customer satisfaction• Verified resolution and addressed further customer concernsCantonese Technical Support• Diagnosed technical issues through concise discovery dialogue in both English and Cantonese• Provided concise troubleshooting instructions in easy to understand terminology• Enforced strict privacy guidelines for sensitive customer and company information

• Created self-sufficient detachments in a multitude of adverse locations• Built and maintained tactical communication networks • Oversaw the proper use of sensitive cryptographic material by operators• Successfully adapted to the rapidly changing environment as part of a collective team

• Instructed class sizes of 20-30 students per grade, ranging from Kindergarten to Grade 6 • Prepared long term action plans for comprehensive and effective execution in the classroom• Resolved escalations in a timely and satisfactory manner • Clearly articulated student learning strategies and goals to parents