Technical Training Area (Product Training)• Expanded the scope of modules being handled: Virtualization, Basic Networking, Operating Systems• Added corporate products on top of the existing consumer products modules• Training Team’s point of contact for mobility productsDesktop Publishing AreaDevelop materials for training, information dissemination, and corporate events• Develop computer-based training (CBT) modules• Create and maintain team’s intranet page• Design logos and layouts for newsletters/bulletins, wikis, event teasers, etc.• Design invitations, corporate giveaways, tarpaulins, and training kit for Trend Micro’s Technical University and other promotions of the training team• Collaborates with subject matter experts to come up with product datasheets to be used for presentations• Convert plain text documents to a matrix, process flow, and make them easier for the target audience to understand• Create product simulators to be used by the engineers in familiarizing themselves with the productsProject Management AreaTreats all training programs and special tasks as projects by continuously ensuring sign-off, on-time roll-out and reports training risks to stakeholders.• Monitors and ensures that interns are performing their tasks and deliver projects efficiently• Design training curriculum for newhires• Conducted full-cycle training programs from Analysis to Assessment.• Works with Workforce and Operations Teams for better scheduling and planning of Training Activities • Continuously monitor training needs for Sales & Marketing program and religiously updates the curriculum and materials which rapidly changes over time. • Ensures all support engineers are up-to-date with the latest sales and marketing information. • Ensures sign-off of Sales training modules from stakeholders by outlining the topics prior to creation of the materials and conducting a training demo before the actual roll-out.

Technical Training Area (Product Training)Develop technical training modules and conducts training that would be useful to new hires training, new product training and development of technical skills (up-level trainings).Process Training Area (Case Management Training)Develop process oriented training programs focusing on Case Management and Process changes as deemed important by the Business Development, Support Delivery Managers and Service Planning Team for service innovation.Sales Training Area (Sales & Marketing Training)Develop and roll-out full cycle training programs for Sales and Marketing curriculum for new hires training, new product releases and new service releases.

Provided first tier voice and online support on sales and technical issues for all Trend Micro consumer prod ucts Acted as Team’s Shift Lead - Assist associate manager or team leader in functions related to technical support operations including monitoring of support engineers, promoting productivity, effective coaching and motivation- Functions as a point of contact if Team Leader, Associate Manager or Senior Coordinator is not present- A good communicator of information to the team- Helps in coaching engineers in terms of their technical abilities- Take the lead in monitoring his team to ensure individual stats are met- Conduct separate meeting to his/her group to strategize and create action plan in meeting their objectives- Provide End-of-Shift reports that helps the management team validate and track product issues