Michael Hsu
San Mateo
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
9
9
years of professional experience
Work History
Sr. IT Security Engineer
Coupa Software Inc.
10.2022 - Current
- Launched Fraud & Abuse team (Defined role responsibilities, created team workflows, authored documentation)
- Performed fraud and abuse investigations
- Worked with teams to develop/improve existing security controls around detection and prevention
- Prevented millions of $ worth of fraud/abuse via manual detection methods
Sr. Developer Support Engineer
Coupa Software Inc.
07.2020 - 10.2022
- Founding member of the Developer Support team (Defined role responsibilities, created team workflows, authored documentation)
- Committed production code fixes (Ruby on Rails)
- Committed full regression tests for every code fix using RSpec and TeamCity
- Designed, developed, UAT'd, & implemented a "Just-in time" access control utilized by internal employees when accessing customer instances
Sr. Advanced Support Engineer
Coupa Software Inc.
04.2017 - 07.2020
- Founding member of the Advanced Support team (Defined role responsibilities, created team workflows, authored documentation)
- Worked hand-in-hand with Development team on P0/P1, highly escalated & sensitive issues
- Reproduced bugs in development environments that were previously or about to be closed for "Cannot reproduce"
- Skills learned: Ruby on Rails, GitHub, ELK, NewRelic
Technical Support Engineer, L2
Coupa Software Inc
01.2016 - 03.2017
- Responded to support requests from end-users via ticketing system (Zendesk, Salesforce)
- Highest ticket closure and lowest ticket age globally
- Consistently delivered high-level support and SME input to internal and external customers
- Designed and implemented several key workflows in the Support organization including one which resulted in a 60% reduction in aging backlog
- Skills learned: MySQL, SSH, Unix, XML, REST, JIRA
Education
Bachelor of Arts - Economics
University of California, Davis
Davis, CA01-2013
Skills
- Data Analysis
- Customer Service
- SaaS
- MySQL
- Advanced troubleshooting
Awards
Coupa MVP - Ensure Customer Success 2018
Timeline
Sr. IT Security Engineer
Coupa Software Inc.
10.2022 - Current
Sr. Developer Support Engineer
Coupa Software Inc.
07.2020 - 10.2022
Sr. Advanced Support Engineer
Coupa Software Inc.
04.2017 - 07.2020
Technical Support Engineer, L2
Coupa Software Inc
01.2016 - 03.2017
Bachelor of Arts - Economics
University of California, Davis
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