In my role as Content Development Manager, I spearhead a talented team of Content Developers, Technical Writers, Instructional Designers, and Digital Media Experts. Together, we are committed to crafting innovative and impactful learning experiences that align with the organization's strategic goals. My responsibilities include:- Strategizing and overseeing the creation and delivery of compelling educational content across diverse formats.- Collaborating with subject matter experts to ensure our content meets educational objectives and standards.- Managing the entire content development process, from scheduling and resource allocation to prioritization, ensuring efficiency and quality.- Leading and mentoring a dynamic team, promoting a culture of continuous learning and professional development.- Driving initiatives that reinforce the organization’s commitment to lifelong learning, thereby enhancing the professional growth of employees, partners, and customers.This role allows me to not only oversee but also directly influence the development and dissemination of educational resources that resonate with and empower learners globally.

As a Content Development Lead for Global Education, I am responsible for leading the creation and implementation of innovative educational content for a global audience. This includes developing strategies for creating and delivering engaging and effective learning experiences across various formats, such as online courses, instructional videos, and educational resources.I also collaborate with subject matter experts, instructional designers, and other cross-functional teams to ensure that all content is aligned with the organization's learning objectives and meets the needs of the target audience. Additionally, I am responsible for managing the content development process, including scheduling, prioritization and resource allocation.As a key member of the education team, I play a crucial role in promoting the organization's commitment to education and lifelong learning. My goal is to drive the development of engaging and impactful learning experiences that support the professional growth of employees, partners, and customers, and advance the organization's mission of promoting knowledge and skills in the field.

As an Interactive eLearning Architect, I am responsible of directing and implementing part of Trend Micro's learning experience. This includes establishing goals and procedures for the application of learning technologies and the creation of a framework that will support them, including content structure and organization. I also collaborate with other teams to achieve integration between our learning management system and external platforms. As part of this role, I am also involved in the creation of engaging interactive online content to help educate employees, partners and customers on cybersecurity concepts, solutions and products.

As a Technical Trainer I am responsible for providing technical training on all Trend Micro range of products installed and/or configured on any supported platform. My audience covers both internal Trend Micro personnel as well as partners and external customers.

As a Technical Coach I am responsible for carrying out quality assessment on technical support cases from a technical case handling, soft skills and case logging aspect and thereby identifying skill gaps between current and desirable skill level. This feedback is provided to the managers, and one-to-one to the engineers. On the basis of the quality assessment findings, I design and deliver training courses to address identified technical knowledge gaps. I also deliver induction training courses on a range of Trend Micro products as well as one-to-one coaching sessions.As well as carrying out quality assessment, preparing, delivering and assessing the ongoing TOI/training sessions, other responsibilities include:• Set up and maintenance of quality assessment structure (e.g. quality assessment template and scoring system, quality assessment tracking and feedback system)• Process design (e.g. best practice case handling, knowledge management, etc)• Monitoring the success and impact of new processes.• Deliver presentations on processes and procedures during induction of new engineers.• Training gap analysis for new and existing resources.• Setup and delivery of practical lab training sessions. Preparation and delivery of Soft Skills courses.• Reporting and delivering feedback to the Technical Support Management.• Assist R&D with documentation.• Participating in user acceptance tests of new CRM system rollouts.

Offering third-level technical support in Spanish and English to Select and Premium customer accounts on endpoint protection products under the Trend Micro Complete User Protection portfolio.Specialized in supporting the OfficeScan suite.

As the founder of Kansei, I am deeply involved in every aspect of our AI-powered language learning platform, from integrating advanced LLMs to designing interactive user experiences. My work encompasses software development, product management, and direct marketing efforts to ensure Kansei offers a unique and effective approach to language acquisition.My role also includes optimizing our presence online through strategic SEO practices, aiming to connect with learners globally and foster engagement with our innovative platform. At Kansei, we’re passionate about making language learning accessible, enjoyable, and culturally enriching for everyone.

Senior Engineer for the team in charge of supporting customized solutions as part of the Professional Services Center of Excellence team in GSS. Our responsibilities include troubleshooting customized workflows and scripts for the vRealize suite - including Automation (vRA), Orchestrator (vRO) and Operations Manager (vROPS).Previously was part of the Premier Services Team, supporting Mission and Business Critical Support customersThe Premier Services team is composed by generalists expected to adapt rapidly to understand and provide support different troubleshooting areas, hardware or software, in relation with supporting most of VMware’s portfolio. In the Premier Services team we are also our own Escalation Engineers, handling replications and communicating directly with the engineering departments to resolve bugs or identified problems. We are expected to ownership of executive escalations, working along with the regional escalations managers, to drive them to successful resolution.Day to day responsibilities involve troubleshooting the virtual infrastructure and their interaction with the underlying hardware, replicating possible failure scenarios and interacting with third party component vendors to identify gaps in interoperability. Also we are in charge of coordinating with regional escalation managers for quick resolution of high profile issues as well taking care thorough documentation of the issue for effective handover of follow-the-sun cases.Other responsibilities include some technical account management tasks like managing and upkeeping site infrastructure profiles for business critical customers in order to deliver proactive identification of possible failure points and to deliver trending incident reports. Also there is an element of technical writing for knowledge-base articles, as well as preparation and delivery of training, live presentations and webinars for internal and external customers.

Handle support escalations from world-wide cases and liaison with engineering for firmware updates development and testing.Assist in developing processes and procedures for better distribution of knowledge among the different support centers, as well as take active part in the development of technical documentation, training guides and live or remote delivery of training sessions.Develop strategies for the optimization of different processes like drive the rate of product RMA down through better communication with the developers and training of the support personnel. Centrally monitor and manage resources for outsourced support call centers in the EMEA region. Organize internal purchases and shipping of materials to keep them up to date with product releases.Serve as country manager for product release. Actively participate in beta and bug scrubs for new products prior to release in order to grant release approval.

Support for Business and Power resellers on a large area of networking products, including Layer 2 and Layer 3 switches, Routers, VPN Gateways, NAS devices.Currently performing as internal ReadyNAS senior for the local Level 2 Support team.