About
Technology program manager and systems leader with 10+ years of experience delivering infrastructure modernization, workflow automation, and customer-service improvements. I partner with engineering, product, and legal teams to align technical solutions with organizational goals, design automation to reduce manual work, and lead cross-functional teams through change.
Experience
Microsoft — Senior Program Manager (2022 – 2025)
- Led cross-functional programs to improve system resilience and customer experience by aligning engineering, product, and legal stakeholders.
- Redesigned team site to improve mission clarity, staffing visibility, and project tracking.
- Implemented automated CVE tagging in threat intelligence articles to streamline analyst workflows and cut manual tagging time.
- Directed award-winning initiatives: AI-driven bias-detection for threat articles (Global Hackathon Winner 2023) and a digital modernization project for Arlington Welfare League of Animals (Regional Hackathon Winner 2024).
RiskIQ — I3 Escalations Program Manager (2021 – 2022)
- Led the escalation program for complex incidents across web, mobile, and social channels, codifying workflows and success metrics.
- Partnered with Legal and Engineering to ensure appropriate mitigation and handling of sensitive/confidential information.
LookingGlass Cyber Solutions — Manager, Cyber Security Center (2015 – 2021)
- Directed operations for a 42-analyst cyber security center across four service lines; migrated legacy detection tools to modern platforms.
- Implemented automation and vendor integrations (APIs/data feeds) that increased throughput, reduced errors, and improved phishing takedown times.
- Improved analyst productivity from ~2 to ~6 cases per hour through process improvements, training, and performance tracking.
Selected Projects
- AI-driven bias detection for threat intelligence — Directed development of a model and pipeline to detect and reduce bias, standardize outputs, and improve analytic reporting (Global Hackathon Winner).
- Arlington Welfare League of Animals — Digital modernization — Led modernization of web and mobile presence, added a matchmaking chatbot and mobile apps (Regional Hackathon Winner).
Skills & Certifications
Project Management, Systems Integration, Workflow Automation, Failover & Business Continuity, Vendor Management, Cloud & Multi-Platform (Windows, macOS, Linux), Technical Documentation
Microsoft Aure AI Fundamentals • Microsoft Azure Fundamentals • CompTIA A+ • CompTIA Security+ • CompTIA CySA+
Contact
If you'd like to get in touch: hung@chenh.info