karson kwan
bay area native photographer

Resume

KARSON KWAN

karsonhkwan@gmail.com

+1 (925) 984-0388

EDUCATION

University of California, Santa Cruz                                                              Fall 2014 – Spring 2018

  • B.A., Business Management Economics

  • Minor, Technology & Information Management

  • Major Coursework: Business Information Systems, Product Development, Supply Chain Management, Systems Analysis and Design, Business Strategy, eCommerce Strategy, Intermediate Java Programming, Business Strategy, Econometrics, Corporate Finance, Technology & Innovation of Economics, Economies of East and Southeast Asia

  • Dean's List: Winter 2016, Winter 2016, Spring 2017

The University of Hong Kong, Hong Kong                                                                         Summer 2017

  • Global Business in Asia Summer Programme 2017

  • Hands-on multi-city business program in Hong Kong and Shanghai

  • Multi-city site visits to multi-national companies

  • Coursework: China Business Economy and Chinese Economy

Fudan University, Shanghai, China                                                                                          Fall 2017

  • Global and International Studies through the University of California Education Abroad Program

  • Major Coursework: Chinese Commercial and Business Practices, China's Economy


EXPERIENCE

Visa, Inc., Foster City, CA                                                                          June 2018 – September 2018

Enterprise Technical Support Engineer Intern - CyberSource

  • Enterprise facing technical support for CyberSource, a Visa solution

  • Demonstrated expert knowledge of CyberSource payment gateway in 2.5 months time

  • Provided eTicket and phone support to enterprise level merchants using Salesforce CRM

  • Provided insight to merchants regarding payment processing status (auth, decline, credit, debit)

  • Researched and helped merchants implement different API connection methods (Simple Order API, SOAP Toolkit API, Secure Acceptance API) to CyberSource gateway

  • Use knowledge of payment processing, batching, and reporting details using VisaNet and other payment processors

  • Created global KBs and other documentation regarding normal processes to provide customer support

  • Collaborated with full-time and intern team members to create training and knowledge documentation

Kwan Insurance Services, Dublin, CA June 2012 — Present

  • Utilized quoting systems to provide auto and home liability insurance quotes for prospective clients

  • Explained technical insurance liability limits, coverages, and terms to undereducated clients

  • Successfully sold over 5 insurance policies to limited market in first year

  • Update and maintain website and social media to promote growth and gain new clients

  • Provided technical support and troubleshooting to IT equipment in-office

UCSC ITS Support Center, Santa Cruz, CA                                                      August 2015 – June 2018

Help Desk Technician

  • Troubleshot MacOS, Windows 7/10, iOS and Android OS issues for staff, students, and faculty

  • Triaged and escalated over 15,000 tickets in ServiceNow to proper departmental IT for support

  • Conveyed technical knowledge for the general public using non-technical terminology

  • As the most experienced student tech lead, initiated training and provided help and institutional knowledge to all new hires to ensure operational efficiency

Information Security Analyst                                                                              May 2017 – June 2018

  • Analyzed, identified, and reported major security vulnerabilities in school-wide network across 3 UCSC campuses using Cyphort, FireEye, and Kibana SIEM systems

  • Cross-referenced malware and virus notifications using Emerging Threats and VirusTotal

  • Documented security vulnerabilities within ServiceNow

  • Detected mass DMCA violations and reported to student conduct board for discipline

Self-Employed Consulting, San Francisco Bay Area, CA                                          June 2016 – Present

IT Consultant for Small Businesses

  • Recommended, purchased, and setup IT equipment as requested by clients

  • Setup, cleaned-up, and managed desktop workstations to ensure operational efficiency and best standard practices for small businesses

  • Setup and managed wired and wireless networks for quickest speeds and latency throughout office

  • Use Microsoft Server 2012+ to setup domains, networks, and ensured daily backups

  • Troubleshot, managed, updated, and repaired computers on-site and remotely

  • Ensured security standards are up-to-date with industry standard protocols

  • Recommended and implemented cloud storage solutions for multi-location efficiency

SupplyShift, Santa Cruz, CA                                                                        January 2018 – April 2018

Product Management Intern

  • Quality assurance and bug testing on SupplyShift's proprietary platform

  • Learn to use SupplyShift's unique supply chain management software to best exploit features

  • Created Google Form to manage feature requests for Product Managers and allow users to submit requests

  • Support product management teams with bi-weekly product release Sprints using Agile Scrum methodology

  • Help track backlog of new product feature requests and sort/prioritize most-needed features

  • Provide support to sales and marketing teams on an as-needed basis

  • Formula generation and tracing using Microsoft Excel

San Jose Water Company, San Jose, CA                                                               May 2016 – May 2017

Information Systems Intern

  • Provided customer service, troubleshooting, and end-user support for 300+ employees & executives

  • Imaged and replaced 20% of company’s IT equipment for its yearly upgrade cycle in 3 months using Microsoft Windows Deployment Toolkit and Windows Server 2012

  • Managed and inventoried 500+ pieces of IT equipment across 2 campuses

  • Collaborated closely with Vice President and Director of IS Department

Vector Business Solutions, Solana Beach, CA                                                    June 2016 – June 2017

Business Information Systems Intern

  • Analyzed current business information systems and exploited features for efficiency

  • Found best practices for firm members in existing software

  • Created automated workflows using prior analyses for daily and month-end close accounting processes

  • Managed time, workload, and practices efficiently while working 2 other jobs simultaneously

Project Manager

  • Initiated and spearheaded project to transition from Amicus Online to Amicus Attorney Premium by exploiting its superior features and realizing the need for a more robust firm management software

  • Created timelines for data conversion and migration, training, and implementation of software

  • Created informative training videos for usage of new software suite


SKILLS & INTERESTS

Languages: Fluent English, Cantonese, Mandarin Chinese; written Traditional and Simplified Chinese

Software: Adobe Photoshop, Adobe Lightroom, Microsoft Office Suite, G Suite, Intermediate Java

Interests: Investing, Photography, Car Sales Consulting, IT Consulting, Sales

Authorized to work in USA and Hong Kong