This document is a resume for Michael Dong summarizing his education and experience. It shows that he received a B.S. in Bioengineering with a Computer Science breadth from UCLA from 2015-2019. It details his relevant skills in programming languages, software, and IT support. It describes his experience providing IT support at UCLA School of Law and his roles in engineering research and leadership advising. It outlines the hardware, software, and work duties from his IT support role. Finally, it shares what he learned from his experiences and provides a timeline of his education and roles.

1. Michael Dong
michaeldong19@ucla.edu
(925) 899-7817
B.S. Bioengineering with Computer Science Technical Breadth
September 2015 – June 2019
Cumulative GPA: 3.384
Major/Upper Division GPA: 3.60
Cum Laude (2018 – 2019): 3.75
Relevant Skills:
❖ C++
❖ Matlab
❖ Office Suite/365, G Suite
❖ Windows Server/Group Policy
❖ Computer hardware/software knowledge
❖ Technical writing/documentation

2. Relevant Experience
❖ IT Technician Support Lead April 2016 – June 2019
➢ UCLA School of Law, IT Department
❖ Engineering Research Assistant May 2016 – June 2019
➢ UCLA Department of Bioengineering
❖ UniCorps Leadership Advisor October 2017 – August 2019
➢ UCLA UniCamp

3. Overview
❖ Provide technical and customer support to the UCLA Law
community
❖ 1,100+ students, 100+ staff/faculty
❖ Email, phone, in-person or remote assistance
❖ Address daily hardware/software ad hoc errors and project
requests through ticketing system
❖ Installations/training
❖ Security protocols
❖ OS/computer upgrades
❖ Utilize systems and interrelationships throughout University
and departments
❖ A/V Department, External Affairs, Records Office
❖ Maintain expert knowledge of operation and maintenance
needs
IT Technician Support Lead

4. Hardware Experience
Desktop Computers
✓ Dell Optiplex Towers: 780, 7040, 7060, 9020
✓ iMac: core i3, i5, 7, Pro
Laptops
✓ Dell Latitude: D630, E6400, E6510
✓ MacBook Pro: 2014, 2015, 2016, 2017, 2018
Printers
✓ Personal/Network
✓ Wired/ Wireless
✓ Copiers/Scanners/Fax
Peripherals
✓ Mouse, Keyboard, Microphone, Speakers
✓ Monitor: Dual, Triple Screen
Computer Hardware
✓ Motherboard, CPU, RAM, HDD, Video/Sound Card
✓ LAN: Modems, Routers, Ethernet
IT Technician Support Lead

5. Operating Systems
✓ Windows: XP, Vista, 7, 8, 10
✓ Mac: Yosemite, El Capitan, Sierra, High Sierra,
Mojave
Collaboration Software
✓ Microsoft Office Suite/365: OneDrive, OneNote,
Microsoft Teams, PowerPoint, Word, Outlook, Excel
✓ G Suite: Gmail, Drive, Docs, Sheets, Forms, Slides,
Calendar, Chat
✓ Slack
Windows Server OS
✓ Active Directory, Domain Services
✓ Group Policy
✓ Printer Servers
Help Desk Ticketing
✓ Zendesk ticket queue
Network Fundamentals
✓ Network Configurations
✓ Printer Networks
✓ VPN
Other Software
✓ Remote Desktop Software
✓ Mobile: Android, iOS
✓ Internet Browsers: Google Chrome, Firefox, IE
✓ Telecommunications: Skype, Zoom, Google
Hangouts
✓ Law School Specific Programs
IT Technician Support Lead
Software Experience

6. Support Inquiries
✓ Zendesk ticketing system
• Create/update/close tickets in a timely manner
• Provide problem determination support as problems
arise
Imaging
✓ Desktop computers for periodic deployments
✓ Loaner laptops for specific user needs
✓ OS Images
• Windows Vista, 7, 8, 10
• Mac Operating Systems
Installations
✓ Workstation set-up
✓ Desktop Towers, printers, peripherals
✓ User-specific software
Asset Inventory
✓ Imaged towers, loaner laptops, monitors, peripherals, cables
Support to A/V Department
✓ Video editing and publishing
✓ Daily equipment set-up and shut down
• Projectors, classroom computers, cameras, speakers,
microphones, VGA/DVI/HDMI compatible devices
✓ Assist during guest speaker/special events
Windows Server OS
✓ Active Directory
✓ Manage user accounts
• Create/delete accounts, reset passwords
✓ Group Policy
• Manage account/program/printer permissions
Technical Documentation
✓ Official support documentation for UCLA Law
✓ Step-by-step walkthrough instructions utilizing screenshots
• Setting up Remote Desktop, Connecting to network printers,
Creating specific Outlook calendar functions, etc.
Onboard/Training
✓ Newly hired IT peers, or Law students, staff, faculty
✓ New software, programs, OS changes, etc.
IT Technician Support Lead
Work Duties

7. My Time at UCLA Law
Challenges
Actions
Results
When I was hired:
• Poor management of desktop towers and imaging output
• Lack of effective maintenance of student printer lab
• Inadequate utilization of office space, asset management, and storage maintenance
My Impact:
• Established myself as an integral member of the Law School community
• Achieved highest rates of closed ticket requests and customer satisfaction approval
• Timely response process for imaging requests and deployment
• Minimized printer lab waste and decreased printer-specific help requests
• Continuously updated technical documentation for the Law School community
In my time there:
• Assist design implementation for imaging documentation, imaging stations, and tower inventory
and deployment
• Increase lab manager responsibilities to include paper and ink inventory management, FAQ
documentation, and onboarding of new hires
• Lead department-wide re-organization of office layout, asset inventory (labeling, use & easy access
correlation, process for electronic waste disposal

8. Graduation, June
2019
UCLA Engineering
Society
UCLA School of
Law, IT Dept.
UCLA UniCamp,
UniCorps
UCLA Engineering
Research Lab
September 2015 April 2016
May 2016
Senior Capstone
Design Project
Android Application
Development
August 2018
September 2018
October 2017
What I Learned…
UCLA Law
Passionate for problem-solving
• Learning new skills, creative solution
approaches, growing from mistakes
Passionate for serving others
• Fulfilling to make someone’s day, enjoy
developing trust and consistency
UCLA Engineering
Passionate for driving innovation
• Enjoy seeing results make immediate impact
• Bringing ideation → implementation
UniCamp
Passionate for connecting with others
• Developing meaningful relationships
• Working effectively in a team
• Bringing out the best in individuals
Timeline

9. Information
Technology
Applicable Skills Strengths
❖ Results-driven
❖ Self-motivated
❖ Team player
❖ Clear communication
❖ Detail-oriented
Relevant Skill Set