Michael Fong Email & Phone Number

South San Francisco, California, Us

South San Francisco, California, Us

• Responsible for the IT infrastructure, operations, and management of a multi-site family of pharmacies in SF Bay Area, and a remote office in Houston, TX.• Responsible for IT Security as the Security Officer. Established company security policies and user security training based around regulatory and accreditation requirements of HIPAA, PCI DSS, URAC, and NABP.• Established a multi-tier backup and Business Continuity/DR strategy for all applications based on criticality and priority to the business. Created tiered schedules for onsite and cloud backups, and DR Replication.• Created Helpdesk and IT Policies and Processes, including Ticket SLAs, Hardware Lifecycle and Inventory Management, Problem Management, and Change Management.• Performed annual IT Risk Assessments to find vulnerabilities and areas of high risk. Developed remediation projects to close gaps based on priority and urgency.• Maintains IT Budgets, Software and Hardware Licensing, and Vendor Agreements for continuous operations.• Planned and executed company move from founding warehouse to current office building, including build-out and construction. Architected a redundant and failover infrastructure and network to maintain operations in the event of single and multiple hardware or provider failures.• Built out IT infrastructure and networking for our first remote office in Houston, TX. • Developed Software and Imaging stack to automate image and software deployment using PDQ, WSUS, and MDT.

San Francisco, California, Us

Solving IT issues with extreme prejudice while providing top-tier service with a customer focus.• Managed a team of technicians that handles both reactive and proactive tickets created by customers or RMM tools. Responsible for evaluating the team’s response until ticket resolution and customer satisfaction.• Performed IT Assessments of customer infrastructures to discover issues related to performance, security, and optimization. Evaluated findings against customer requirements and best practices, planned remediation of findings, and resolved to customer satisfaction.• Completed the design, deployment, and documentation of various infrastructure projects based on customer needs for compute, capacity, and technical features presently and in the future. Deployments involved server infrastructure including VMWare vCenter, Cisco UCS blade servers, and Nimble SANs.• Deployed systems designed to increase customer security, such as Duo (2-Factor Authentication), Certificate Authorities (Identity Validation), Airwatch (Mobile Device Management), and Cisco Umbrella (DNS scanning and blocking).• Design and deployment of backup solutions for cloud, virtualized, and desktop data sources based on customer objectives for restore points and restore time (RTO, RPO).• Migrated customer environments from on-site Exchange to Office 365 with minimal downtime and user disruption.• Migrated Xterra’s VoIP services from ShoreTel Sky to Skype For Business, including web conferencing and Cloud PBX services to reduce monthly vendor costs.

South San Francisco, Ca, Us

Fixing the Kitchen Sink• Assisted in the transition of all IT systems, resources and users to parent company’s IT infrastructure after company acquisition. Integration tasks included deployment of a new VoIP system, transfer and reconfiguration of all network devices, deployment of all new workstations, testing and validation of all software applications, and the migration of file server with new user permissions into a remote datacenter.• Responsible for all IT systems, networks, software, security and policies in a small, fast paced, start-up environment prior to transition.• Completed email and file server migration projects as part of company growth and scaling.• Upgraded and migrated server systems and services from outdated servers to a Virtual Environment for scalability and management. (Server 2008 R2 to Server 2012 R2)

Copenhagen, Capital Region, Dk

• Sr. System Administrator responsible for the US Branch of a multinational biotech corporation made up of 3 primary sites and 450 employees. Responsible for all IT related systems and processes including: wired and wireless networks, servers, printers, mobile devices, laboratories, telecommunications, computer workstations, laptops, service desk support, IT communications, user accounts, and user training.• Deployed and migrated server infrastructure from 4 physical servers to VMWare vCenter (3 hosts and 25 virtual servers) with iSCSI SAN (Dell EqualLogic).• Upgraded perimeter firewall from Cisco ASA to Palo Alto Networks. Enhanced security by implementing internet application blocking, wildfire antivirus file scanning, and enabling 2-factor authentication (SMS Passcode) for VPN.• Deployed Microsoft Lync 2013 to increase communication and collaboration between sites while reducing international call and travel costs.• Managed and trained a Desktop Support Technician for day to day operations, support, and IT projects. Set operational goals and evaluated performance for both short and long term objectives.• Managed vendor relations for all divisional IT accounts including support, purchasing, and invoicing.• Authored internal documentation including Technical Operating Procedures (TOPS) and Standard Operating Procedures (SOPs), and user based documentation, including the company’s Information Systems Security Policy.• Created creative IT communications, with overwhelming positive feedback, in order to “hook” employees into reading important IT information via email or viewing during all-company meetings.• Created employee training programs for a welcoming hands-on experience for new IT system deployments. Also responsible for training new hires on IT Systems and IT Security.• Trained in qualified and validated systems with change management of GxP servers, laboratory equipment, and research server applications.

San Francisco, California, Us

• Supported 1500 employees across 50 national offices using remote control, telephone, email, and in-person visits.• Responsible for creation, termination, and management of user accounts in various IT systems including: Active Directory, MS Exchange, Blackberry Administration Server, eFax, and Postini. • Contributed to Service Desk Knowledge Base by authoring and revising technical documentation in Sharepoint 2010.• Consistently handled over twice the department average for calls and tickets while still maintaining a 95% approval rating in addition to the above responsibilities.• Supporting a variety of enterprise hardware and software including: Windows 7 & XP, MS Office 2003 & 2007 with MacPac, Intewoven Filesite (EDMS), Lenovo Laptops, Dell Desktops, iPhones, Blackberries, RSA SecureID, and Cisco VPN.

• Upgraded phones from Panasonic to Avaya IP Digital system. Installed and configured over 20 phone stations and rewired network closet to support the phone network change. Implemented hunt groups for both stations and incoming phone lines.• Installed and configured Avaya IP Voicemail Pro Server, enabling voicemail via email and school’s first auto-attendant.• Diagnosed and resolved Windows (Vista, XP, 2000) and Mac (OS X) desktops, laptops and network issues as needed.

Palo Alto, Ca, Us

Supported over 1400 local and remote company employees via onsite visits, telephone and/or remote control (PCAnywhere). Handled 25 calls per day on average (40 peak) and resolved issues to 98% customer satisfaction.Continued to support employees with all duties and responsibilities of a Jr. Analyst (please see experience below).Daily supported employees using virtualization software: VMWare Player, Citrix, Softgrid and MokaFive. Supported updated software and hardware including: Mac OS X, MS Office 2007 (Outlook, Word, Excel, Powerpoint), Sophos Antivirus, Cisco VoIP Phones.; Resolved various user network issues including: network printing, wireless networks, connecting to network servers, connecting to home networks, printing to home printers.Created and managed user accounts in Active Directory and other IT systems, including granting secure access to network resources based on need. Encrypted laptop hard drives with PGP Encryption for international litigation cases.Imaged loaner laptops on a weekly basis using Norton Ghost. Provisioned, configured, and supported wireless devices: iPhones, Blackberries, Treos, and HTC devices with Blackberry and Goodlink Enterprise servers or ActiveSync. Deployed to a national office and trained users for a week-long Cisco VoIP phone deployment.Mentored Jr. Analysts and provided training in new policies and procedures, including technical changes to the work environment. Trained them for creative thinking when experiencing new situations and improving customer service.

Palo Alto, Ca, Us

Supported over 1400 local and remote company employees via onsite visits, telephone and/or remote control (via PC Anywhere) for technical issues. Handled 32 calls per day on average (50 calls peak) and resolved issues to 98% customer satisfaction.Daily configured and resolved a variety of network and software issues including: Windows XP, MS Office 2003 Suite (Outlook, Word, Excel, Powerpoint, Visio), Cisco VPN, Citrix, Symantec Antivirus, Network Printing, Wireless Networks, Wireless Devices, Home networking and connecting to home printers, Interwoven iManage Filesite, Adobe PDF Professional, Metadata Assistant, DeltaView, Livenote, and Concordance.; Managed user accounts for employees and clients in Active Directory and other IT systems.Created technical documentation and forwarded to knowledge base and technical training staff after working with new technology or discovering new solutions to technical issues. Broadcasted emergency communications and support procedures to Helpdesk during service outages. Data mined call and ticket logs and generated performance reports for management analysis.Managed loaner hardware equipment by issuing, auditing and recalling equipment on loan to users.

Supported and configured Windows desktops, servers, and laptops for a small business (<15 employees).Migrated company from a single file server and ad hoc network, to SBS 2003 with Microsoft Exchange. Enabled DHCP, DNS and Windows Folder Security. Implemented a company domain with WSUS and Group Policy to increase company security and centrally manage Windows and Software updates to client machines.Enabled telecommuting using MS Remote Desktop through Windows VPN.Installed Open Source web applications using Apache, MySQL, PHP, and IIS to upgrade internal applications: SugarCRM for CRM, Firebug for bug-tracking, and Dokuwiki for internal documentation.Composed company's first Security and Computer Use Policy after analyzing and balancing company needs with security precautions. Document was ratified by CEO.Implemented daily incremental and weekly full company backups using Veritas Backup Exec 9.Implemented Norton Corporate Antivirus and managed updates from a central server.Installed a Linux firewall (IPCOP) using recycled company hardware, enabling a separate, secure wireless network on a DMZ.Managed the purchase, installation, and maintenance of all server and client software licenses.Updated the entire company website by coding and optimizing HTML by hand and with Dreamweaver.Tested builds of software products using VMWare Server. Documented bugs and reproduction steps for developers.

Supervised store and team members during shifts, including opening and closing the store.Trained and mentored new employees on company culture, procedures and policies. Organized Team Building events to improve employee morale and chemistry.

San Francisco, California, Us

Learned the fundamentals of HTML and coded several production websites based on designer specifications.Modified java scripts to store and display webpage form information to and from a database backend.Optimized photograph and graphic images for web viewing for full page and thumbnail use.

Bs, Management Information Systems

Education record