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Work Background
MicrosoftCustomer Success Account Manager
Jan. 2024 - Apr. 2025Toronto, Ontario, Canada• Managed a healthy business portfolio of SMB and Enterprise customers creating and nurturing strategic relationships with key customer stakeholders, partners, and technical professionals to lead quality solution delivery and drive customer health. • Developed and executed Customer Success plans aligned with customer outcomes and account priorities, managing consumption holistically across the entire portfolio. • Led conversations with customers to demonstrate alignment between their objectives and Microsoft's portfolio of work, linking Customer Success Plans with account plan priorities. • Accelerated customer growth in cloud, security, and AI by aligning solution adoption with organizational goals and digital transformation strategies. • Consistently exceeded KPI’s on Bookings, Proactive Services and Delivery Management Burn Rates, Backlog, and CSDR/MIRP Compliance
Trend MicroCyberthreat Learning and Development Manager
Mar. 2020 - Apr. 2023Philippines• Improved New Hire onboarding training, increasing the pass rate from 42% to 55% for 400+ trainees. • Delivered Upskill programs for 500+ engineers and leaders. • Conducted workshops, refresher trainings, and facilitated recruiting efforts, streamlining the hiring process for over 300 engineers. • Led the launch of e-Learning using Adobe Captivate/ActivePresenter on Docebo and Moodle, offering virtual labs via VMWare ESXi, Azure, AWS, and GCP. • Drove cyberattack investigations using frameworks like MITRE ATT&CK and Cyber Kill Chains. • Implemented a department-wide Zero Trust policy based on NIST frameworks to enhance employee cybersecurity. • Organized technical learning events for 500+ employees and 2,000+ professionals nationwide, addressing cybersecurity skills gaps and achieving a 95% satisfaction rate.
Trend MicroCustomer Success and Service Delivery Manager
Sep. 2007 - Mar. 2020Philippines• Managed 24/7 Service Delivery operations for multiple lines of businesses, overseeing 200 engineers and forecasting 50,000+ monthly cases. • Enhanced customer experience using Customer Success principles, leveraging Big Data (Splunk) for deeper insights. • Introduced Premium Business to improve customer product and service experiences. • Streamlined Escalations with 50+ OEM partners and pioneered vulnerability handling processes. • Led the Quality Assurance team, implementing Lean Six Sigma principles and creating the Support Experience Map. • Initiated the Tech Skills Enablement project, providing ladderized training to 200+ engineers for career progression. • Presented operational metrics and Voice of the Customer (VoC) insights during Executive Quarterly Business Reviews. • Managed Support Readiness activities, including UAT, Customer Journey Mapping, Systems Integrations, and KB Management. • Developed leadership programs for managers. • Delivered comprehensive trainings using Training Needs Analysis (TNA) and ADDIE models. • Contributed to strategic planning, focusing on IoT and AI/ML for New and Emerging products. • Participated in site-wide Culture Building projects in collaboration with HR and other leaders.
Trend MicroCybersecurity Support Specialist and Technical Trainer
Aug. 2004 - Sep. 2007Philippines• Provided comprehensive technical support to customers on Windows, MacOS, and mobile operating systems. • Diagnosed and resolved network-related issues, utilizing tools and protocols such as TCP/IP, DNS, DHCP, and Active Directory. • Employed virtualization technologies, including VMware, to simulate and troubleshoot complex system configurations. • Executed manual and automated malware removal processes, leveraging advanced cybersecurity tools and methodologies. • Designed, developed, and delivered technical training programs, incorporating in-depth subjects like network security, cloud computing, and virtualization. • Spearheaded the development of onboarding training programs, involving the creation of performance scorecards, coding, and integration of technical assessment tools. • Proficient in Active Directory management and PowerShell scripting for system automation and administration tasks.
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