Zhen Yueh Gan

As a Level 2 Security Technical Support Engineer at Sangfor, I specialize in providing advanced technical support for Sangfor Endpoint Secure (ES) — a next-generation endpoint protection platform. I work closely with enterprise clients across various sectors to resolve complex security issues and ensure robust endpoint defense. 💼 Key Responsibilities: Provide Level 2 technical support for Sangfor Endpoint Secure, handling escalated and complex technical issues from Tier 1 engineers and customers. Troubleshoot agent-server connectivity, false positives, policy enforcement, and behavioral detection cases using deep log analysis and real-time testing. Assist clients with enterprise-wide ES agent deployment, including silent/script-based installation via AD, GPO, and third-party deployment tools. Perform incident analysis and root cause investigations for endpoint-related threats or system conflicts. Guide customers through best practices for endpoint policy configuration, threat prevention, and overall system optimization. Liaise with internal R&D and QA teams to test and escalate unresolved or bug-related issues. Document solutions, build internal knowledge base articles, and support knowledge transfer to Level 1 teams.

During my six-month internship at Condition Zebra, I supported penetration testers by generating various assessment reports and conducting vulnerability assessments. I performed penetration tests, identified security vulnerabilities, and helped improve clients' security postures. I also participated in phishing projects, developed a user interface for a phishing training project, and delivered presentations on WiFi hacking, deepfake technology, and red team tactics. Additionally, I shared my expertise in reverse shell injection through a knowledge-sharing session. This internship significantly enhanced my technical skills and professional confidence in cybersecurity.