Jacky Cheng

As a Technical Support Engineer, I efficiently manage and resolve customer tickets on Zendesk, perform detailed log analysis to troubleshoot complex technical issues, and maintain professional communication throughout the ticket lifecycle. I also contribute to the Knowledge Base to empower customers with self-service options.

In my role as a Security Analyst, I triaged vulnerability reports using tools like Burp Suite, provided detailed write-ups for clients, and fostered communication between ethical hackers and clients. I also revamped triage documentation and ensured proper utilization by team members.

As a Security Analyst, I reviewed and assessed security vulnerabilities, provided remediation advice to clients, and coordinated with the Customer Success Manager. I also contributed to the development of internal tools to streamline the triage process.

In my role as a Security Systems Specialist, I programmed and commissioned access control systems globally, troubleshooting issues during commissioning and coordinating with onsite technicians. I also created documentation to improve workflow efficiency.

As a Monitoring Specialist, I monitored HackerOne traffic for the Government Bug Bounty Programme, assessed vulnerabilities, and directed them to the triage team. I also revamped SOPs and led tabletop exercises for government agencies.

As a Test Engineer, I performed manual testing of proprietary software, assisted in System Integration Testing and User Acceptance Testing, and created user training documentation. I also managed support helpdesk communications.

Studying Cyber Security & Forensics and Banking with a focus on systems analysis, computer security, and information technology. The curriculum includes courses on security policies, governance, and financial management.

Completed a program in Web Technologies covering computer science fundamentals, multimedia, data communications, and mobile application programming.