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.

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.
• 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.
• 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.
• 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).

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.
• 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.
• 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).
• 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.

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.

• 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.
• 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.

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.

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.

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