Chua Kai Sheng

As a Cybersecurity Technical Support Engineer at Trellix, I specialize in providing expert-level support across a range of enterprise cybersecurity products, including Trellix ePolicy Orchestrator (ePO), Endpoint Security (ENS), Data Loss Prevention (DLP), and Helix. I serve as a frontline technical resource for customers, troubleshooting complex issues related to agent communication, policy enforcement, threat detection, and data classification. My role involves deep-dive diagnostics using tools such as Wireshark, ProcMon, MER, and SysInternals, and often requires reproducing customer environments to isolate root causes. One of my key achievements includes leading the successful migration of an enterprise client’s legacy ePO server to a modern, cluster-based architecture—resolving certificate and database connection issues and significantly improving communication latency. I also played a critical role in resolving an endpoint lockdown incident for a government sector client by identifying a product regression and deploying a custom rollback script within 24 hours. In another project, I investigated a DLP policy misfire for a healthcare provider, ultimately redesigning their classification logic to increase detection accuracy and reduce false positives. Additionally, I resolved a threat feed misconfiguration in Trellix Helix for a security operations team, correcting ingestion and enrichment mapping issues that restored proper event correlation. Beyond customer-facing work, I contribute to internal knowledge sharing by maintaining lab environments, documenting playbooks, and mentoring junior engineers. My goal is not only to solve technical problems but to ensure long-term customer success through education, collaboration, and continuous product improvement.

During my internship at Public Bank’s IT Department, I contributed to the development, maintenance, and enhancement of internal web-based systems that supported banking operations. I worked closely with the software engineering team to implement UI improvements, optimize backend logic, and ensure seamless system integration within the bank’s secure environment. I gained hands-on experience working with technologies such as Java, SQL Server, and HTML/CSS/JavaScript, while also learning secure coding practices within a regulated financial environment. I actively participated in code reviews, bug tracking, and documentation efforts to improve system performance and maintainability. One of my key contributions was optimizing a backend module that handled data reconciliation, which resulted in a 30% reduction in processing time. I also assisted in migrating legacy components to a more modular architecture, enhancing scalability and compliance. This experience solidified my understanding of enterprise software development lifecycles and strengthened my ability to work effectively in structured, team-based environments under strict security and compliance standards.