Anecito Hil C. Email & Phone Number

part of AMEA incident response team.

AMEA CSE II for Network Defense

Philippines

MMEA CSE for Gateway Protection & Network Defense

10Th Floor Tower 2 Rockwell Business Center Ortigas Pasig City 1600

• Provides Technical Support for Trend Micro’s tightly integrated offering of content security products, services, and solutions powered by the innovative, in-the-cloud Trend Micro Smart Protection Network™ via different support channels – phone, chat and email.• Manage open cases to resolution• Ensure cases are logged in the CRM tool(Salesforce)• Continuously improve and upgrade technical knowledge and skills through training and certification.• Use existing knowledgebase, and contribute and improve online solutions to resolve cases• Proactively shares knowledge through technical sharing and training, solution contribution and self-service participation• Proactively learns/studies new materials in field of interest.•Designs and Creates network/environment necessary to achieve learning in different fields of interest (email, proxy, gateway, firewall, routers&switches, virtualization etc)• Continuously find ways to improve technical skills by applying theory into tangible test networks/environments.• Handles different types of client from Small&Medium Business to Large Enterprise & Very Large Enterprise including PSP clients.• Part of SRT(SaaS Response Team) which handles 24/7 continuity case handling for Cloud Base Products. On-call if necessary.• Considered as a product(email systems) point-of-contact in less than 1 year of supporting it.• Collates data and provide inputs for reporting requirements.• Acts as a coach to new hires that monitor and tracks their current progress to look for areas to improve on• Creates new programs to help new hires understand the product and/or platform more efficiently.• Acts as a coach to peers creating a development plan designed specifically for them to help improve their technical skills/abilities and track their progress.• Responsible for the project tasks assigned.• Participate in project and organization initiatives led by the Delivery leadership.• Contribute new ideas and innovative approaches at work.