Edgar Belaro Email & Phone Number

Sydney, New South Wales, Australia

Australia

• Responsible for overall production service operations for P&L and Sub-Ledger applications stack across US and APAC Regions.
• Supports the production platform, carrying out monitoring and remediation of issues and specific maintenance tasks as per the run book procedures
• Works with Service Delivery Team on improvements to service availability, resilience and performance through AGILE/DevOps Methodology.
• Defines and creates Run Book entries and knowledge articles based on incidents experienced in the production environment.
• Drive the development and implementation of the tools and best practices needed to provide effective support
• Work with wide cross section of teams, including SL3, Development, QA and central platform teams, effectively manage their expectations.

Philippines

• Acts as an escalation point for user issues and requests within the P&L and Sub-Ledger Applications stream and report issues to senior management (VP/D/MD)
• Provide a strong management oversight to offshore team in India (L2) and interaction with the Incident Management and Service Operations teams
• Perform proper escalation management to Business, IT management and vendor
• Work closely with Global PM teams and influence on the regional Production Support needs
• Ensure the production support program complies with all relevant Deutsche Bank standards for IT services
• Monthly reporting to IT management covering progress against service improvement plans, issues and risks; identify and follow through on DB communications & dependency actions for the RTB service

Philippines

• Worked closely with Product Management Team in the entire product life cycle.
• Aid in requirements gathering prior to product development
• Authored TrendMicro OfficeScan 10 and VSAPI ( Virus Scanning API ) Beta Test script.
• Performs Early Engagement Testing/Beta Testing in support for proactive problem management as well as improve product quality.
• Ensures support readiness prior to product release
• Identify trends by reviewing existing & resolved incidents and look for common issues.

Philippines

• Ensures ease of case escalation with delivery of high quality and technically sound case resolutions by Core engineers
• Led in providing technical assistance and case deflection services to TAM ( Technical Account Manager), L2 Support Engineers and Core engineers (SPS), and perform Level3 trainings
• Provide high influence to Trend Micro product roadmap and life cycle
• Perform technical coaching and mentoring to fellow and new Core Team members.
• Contributes to the formulation of strategy and planning for continuous improvement of case management and handling for the Core Team

Philippines

• Handles escalation for Corporate and Premium support customers and performs troubleshooting, replication & resolution of major incident (P1/P2) relating to Trend Micro products via phone, email, webex or onsite if.
• Coordinates product-related issues to Service Engineering Group (SEG) and Product & Development Group (PDG) in aid for future patch/hotfix/major product releases.
• Works with Courseware Development Team in delivering technical training on TrendMicro Products for L1/TAM (Technical Account Managers) for other business units.
• Subject Matter Expert on technical solutions and knowledgebase documents.
• Review technical documentation such as Admin/Installation and Upgrade Guide/Getting Started Guide for major TrendMicro Products.

Philippines

• Lead in case resolution for diverse and complex technical issues on use, support and implementation of Trend Micro products via telephone, email & webex
• Contribute to Knowledge Base articles from actual customers issues and in-house simulations
• Conducted in-house Technical training on TrendMicro products and Microsoft Windows Platforms (Desktop & Servers ) including Web Server Applications ( IIS ).
• Delivered technical sharing to trainees, Technical Sales Engineer(TSE), Trend Micro Partners and Other Business Unit
• Acted as SME ( Subject Matter Expert) to outsourced support (Skyes Philippines) for TrendMicro Pattern Roll-over project on All relevant products.