Nam Cheung
Singapore
Summary
I am currently supporting Singapore's leading governmental agency as a trusted technical advisor, overseeing a portfolio of Trellix cybersecurity solutions, including endpoint (ePO, HX), network (IPS, NX), SIEM (Helix, ESM), DLP, and Email (ETP). My role requires a holistic understanding of IT systems—spanning operating systems, servers, networks, storage, and cybersecurity solutions—to deliver exceptional service and drive customer success.
With extensive experience working for globally renowned IT enterprises, I have provided technical support and strategic guidance to clients across the Asia Pacific region, covering sectors such as government, education, manufacturing, and finance. My ability to build strong relationships, coupled with a self-motivated and innovative mindset, ensures I consistently deliver value-driven solutions that address my customers' critical needs and support their long-term goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Staff Technical Account Success Engineer
Trellix
10.2022 - Current
- Led strategic management and technical support efforts for Trellix Elite customers, ensuring exceptional service delivery and alignment with customer business objectives.
- Proactively monitored and analyzed security events and alerts from diverse systems, including SIEM, Endpoint, Email, IPS, DLP to deliver actionable insights and recommendations.
- Conducted detailed investigations into security incidents, delivering timely, accurate reports and ensuring efficient communication with senior management and stakeholders.
- Collaborated with cross-functional teams to develop and refine security policies, procedures, and standards, driving consistent improvements in cybersecurity posture.
- Identified, implemented, and optimized security controls, enabling advanced threat mitigation and enhancing detection and response strategies across customer environments.
- Acted as a trusted escalation point, facilitating swift resolution of complex technical and operational challenges while addressing customer and internal concerns.
- Championed the integration of Trellix Network and Endpoint Security solutions with broader security ecosystems, including Extended Detection and Response (XDR), Security Orchestration, Automation, and Response (SOAR), and Security Information and Event Management (SIEM) systems.
- Fostered deep, long-term customer relationships, providing proactive advisory services, driving product adoption, and guiding the seamless deployment of new product features and releases.
- Mentored junior team members, sharing expertise and fostering knowledge transfer to build a high-performing technical account management team.
Lead of De-SecOps
Huawei
05.2022 - 10.2022
- Built and led a high-performing DevSecOps team within Huawei's Consumer Business Group, ensuring seamless integration of IT and Security Operations to support business objectives.
- Spearheaded routine system updates and critical configuration changes, maintaining optimal system performance and ensuring business continuity.
- Held full accountability for the operational quality of products deployed on live networks and systems, ensuring high availability, reliability, and compliance with established standards.
- Conducted comprehensive risk assessments, identifying vulnerabilities across sites and implementing robust strategies for tracking, monitoring, and mitigating potential risks.
- Drove product quality improvement initiatives, identifying weaknesses in production environments and collaborating with cross-functional teams to develop and implement enhancement strategies.
- Managed end-to-end system security operations, including incident response, event monitoring, and resolution, to protect critical infrastructure and sensitive data.
- Performed detailed security analyses to uncover potential threats, vulnerabilities, and attack vectors, implementing proactive measures to strengthen security defenses.
- Integrated DevSecOps best practices, embedding security into every stage of the development lifecycle and fostering a culture of continuous improvement and innovation.
- Collaborated with engineering and operations teams to design and implement secure architectures, automated workflows, and scalable solutions, ensuring compliance with security policies and industry regulations.
- Acted as a trusted advisor to leadership, providing insights and recommendations on emerging security trends, tools, and practices to enhance the organization's overall security posture.
Designated Support Engineer
FireEye
02.2019 - 04.2022
- Served as a trusted advisor and dedicated support engineer for FireEye government and Platinum Plus customers, ensuring the highest level of service and technical expertise.
- Led escalation management efforts, proactively identifying and removing customer or internal obstacles to facilitate efficient and timely issue resolution.
- Cultivated strong, long-term customer relationships, providing strategic guidance, driving product adoption, and contributing to the seamless deployment of new product releases.
- Managed and communicated status updates effectively, acting as the central point of coordination for service requests, product inquiries, defect resolutions, and customer project plans.
- Collaborated with cross-functional teams to deliver tailored solutions, ensuring alignment with customer goals and maximizing the value of FireEye products and services.
- Monitored and analyzed customer environments to identify potential risks and recommend preventive measures, ensuring consistent system performance and security.
- Facilitated knowledge sharing and training, empowering customers with insights and best practices to optimize the use of FireEye solutions.
- Maintained a deep understanding of FireEye's product portfolio, staying updated on the latest features and enhancements to deliver cutting-edge solutions to clients.
Sr. Tech Support Engineer
Veritas
10.2015 - 02.2019
- Expertly managed and resolved NetBackup and Appliance cases, delivering prompt and effective technical support to ensure optimal system performance and customer satisfaction.
- Performed thorough post-replacement follow-ups with customers, verifying successful hardware or software replacements and ensuring full operational readiness of systems.
- Led the deployment of new projects, including appliance installations and NetBackup configurations, providing customized solutions that aligned with customer requirements and business objectives.
- Contributed to internal process improvement initiatives, identifying inefficiencies and proposing innovative strategies to streamline workflows, enhance operational efficiency, and elevate customer experiences.
- Collaborated with cross-functional teams to deliver exceptional service, ensuring seamless communication and alignment between technical support, engineering, and customer success teams.
- Proactively monitored customer environments, identifying potential risks or issues and recommending preventive measures to maintain uninterrupted service delivery.
- Demonstrated a customer-first approach, ensuring timely updates, clear communication, and high-quality support to build trust and strengthen client relationships.
- Maintained a deep understanding of NetBackup and Appliance technologies, staying updated on product developments and industry trends to provide expert guidance and solutions.
Sr. Tech Support Engineer
SanDisk
02.2014 - 10.2015
- Expertly managed the creation, tracking, and resolution of support cases submitted by customers, partners, and OEMs, ensuring swift and effective solutions to challenges with SanDisk FusionIO flash storage products and software.
- Delivered dedicated assistance to customers, maintaining a customer-centric approach and providing technical expertise to drive timely resolutions and enhance satisfaction.
- Proactively monitored and addressed ongoing software issues and product improvements, acting as a liaison between customers, partners, OEMs, and internal teams to ensure seamless communication and collaboration.
- Facilitated root cause analysis and troubleshooting, leveraging in-depth knowledge of SanDisk FusionIO technologies to resolve complex issues and prevent recurrence.
- Collaborated with cross-functional teams, including engineering, product development, and quality assurance, to address critical product challenges and support ongoing innovation.
- Maintained detailed documentation of cases and solutions, contributing to knowledge base improvements and enabling faster issue resolution for future cases.
- Provided technical insights and recommendations, driving advancements in product quality, performance, and reliability to meet evolving customer needs.
- Built strong, trusting relationships with customers and partners by ensuring transparent communication, timely updates, and superior technical support.
Systems Consultant
BT (British Telecom) Global Services
10.2011 - 02.2014
- Oversaw the maintenance and support of servers, operating systems (AIX, Solaris, Linux), and storage solutions (EMC, HITACHI) for GT Singapore's diverse portfolio of customers, ensuring reliability and optimal performance.
- Led the successful execution and delivery of IT infrastructure projects tailored to the unique needs of premium clients, including notable organizations such as QIC, PSA, and DGS, achieving seamless integration and operational excellence.
- Managed end-to-end project lifecycles, including planning, deployment, and optimization of IT systems to enhance infrastructure scalability, reliability, and efficiency.
- Collaborated with cross-functional teams to identify customer requirements, design customized solutions, and implement strategies that align with business goals and technology roadmaps.
- Conducted in-depth analyses of IT environments, recommending enhancements and implementing best practices to improve system performance and meet evolving client demands.
- Provided proactive technical consultancy, building trusted relationships with customers by delivering expert insights, guidance, and support to address complex IT challenges.
- Ensured compliance with industry standards and security best practices, safeguarding critical customer data and maintaining robust system integrity.
Senior System Support Engineer
IBM
05.2008 - 10.2011
- Served as a key member of the global customer success team, delivering comprehensive support for customers’ operating systems, server administration, and storage solutions, ensuring optimal performance and reliability.
- Provided expertise in system upgrades and migrations, enabling seamless transitions with minimal downtime while aligning with customer business requirements.
- Played an integral role in projects involving IGM HACMP cluster installation and version upgrades, ensuring high availability and fault tolerance for mission-critical systems.
- Collaborated with cross-functional teams to troubleshoot complex system issues, implement solutions, and deliver superior customer service.
- Maintained a proactive approach, monitoring system performance, identifying potential risks, and recommending improvements to enhance system stability and scalability.
- Contributed to technical knowledge sharing, documenting best practices and providing training to customers and internal teams to facilitate efficient system management and support.
- Ensured adherence to SLAs and quality standards, consistently meeting or exceeding expectations for system support and customer satisfaction.
System Support Engineer
IBM
09.2006 - 04.2008
- Provided technical support and maintenance for IGM PSeries servers and DSSeries storage solutions, ensuring seamless operations for clients in the government and financial sectors.
- Assisted in system troubleshooting and issue resolution, addressing hardware and software challenges to minimize downtime and enhance system reliability.
- Collaborated with senior engineers to implement system upgrades, configuration changes, and performance optimizations tailored to client-specific requirements.
- Monitored system performance and proactively identified potential issues, contributing to the stability and efficiency of critical IT infrastructure.
- Documented technical procedures and solutions, facilitating knowledge sharing and ensuring consistent support processes across the team.
- Adhered to industry standards and security protocols, safeguarding sensitive data and maintaining compliance with regulatory requirements.
- Developed foundational expertise in enterprise-grade server and storage solutions, laying the groundwork for advanced technical roles in IT infrastructure management.
Education
Master of Science - Cyber Security and Management
University Warwick
United Kingdom06-2024
Bachelor of Arts - Business With International Management
Northumbria University
United Kingdom02.2014
Diploma - Business Administration
Guangzhou Peizheng College
China06.2025
Skills
- Technical reporting
- Technical documentation
- System Troubleshooting
- Excellent communication
- Root-cause analysis
- Security Operations Center (SOC) Analysis
- SIEM provider management
- Network security management
- Programming (Python, PowerShell, Shell)
- Cloud security
- Operating system security (Windows, Linux)
- Vulnerability assessment
- Incident response
- Security information and event management
- Security issues troubleshooting
Languages
English
Mandarin
Cantonese
Personal Information
Nationality: Singaporean
Certification
- ISC2 - Certified in Cybersecurity - CC
- OffSec - Security Operations and Defensive Analysis - SODA
Timeline
Staff Technical Account Success Engineer
Trellix
10.2022 - Current
Lead of De-SecOps
Huawei
05.2022 - 10.2022
Designated Support Engineer
FireEye
02.2019 - 04.2022
Sr. Tech Support Engineer
Veritas
10.2015 - 02.2019
Sr. Tech Support Engineer
SanDisk
02.2014 - 10.2015
Systems Consultant
BT (British Telecom) Global Services
10.2011 - 02.2014
Senior System Support Engineer
IBM
05.2008 - 10.2011
System Support Engineer
IBM
09.2006 - 04.2008
Master of Science - Cyber Security and Management
University Warwick
Bachelor of Arts - Business With International Management
Northumbria University
Diploma - Business Administration
Guangzhou Peizheng College
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