Mike G. Email and Phone Number

Responsible for the direction and delivery of the following technical functions for Trend Micro Americas* Sales Engineering* Customer Success* Customer Support* Professional Services

Responsible for the direction and delivery of the following technical functions for Trend Micro US* Sales Engineering* Customer Success* Customer Support* Professional Services

* Hands on technical leader responsible for a team of Solution Architects that provided deep technical expertise and technical enablement to our global sales organization.* Acted as Subject Matter Expert for Trend Micro Deep Security and Deep Discovery solutions in both pre and post sales technical situations.* Provided direct customer feedback to product development teams to help shape product direction.* Held knowledge transfer sessions for system engineering and customer support teams to improve overall depth of product knowledge.* Developed demos, proof of concept methodologies, and other tools for use by the pre-sales technical teams.* Assisted with highly political or sensitive customer escalations to help define and execute get well strategies.

* Responsible for building sustain engineering function post acquisition including policy/process alignment, recruiting, training, reporting, etc.* Acted as primary escalation engineer for all high severity customer escalations.* Primary liaison between product development and customer support organization.* Ran numerous knowledge transfer activities for customer support including boot camps, breakout sessions at technical events, webinars, etc.* Contributed to customer facing documentation such as best practice guides, deployment guides and reference architectures.* Acted as technical resource during pre-sales meetings, webinars, and conference calls.

* Team Lead for all professional services delivery * Architected and implemented Intrusion Prevention Systems protecting web applications, database applications, operating systems, etc.* Performed network, system and application penetration testing, prepared detailed reports and presented results to customers.* Developed and documented internal vulnerability assessment/penetration testing methodology.* Acted as subject matter expert for customer's incident response teams.* Acted as technical resource during pre-sales meetings, webinars, and conference calls.* Worked with customers to identify their PCI compliance requirements and proposed solutions to meet these requirements.* Contributed to the technical understanding and promotion of new and existing information security standards, solutions, and tools.* Developed and presented training material for Third Brigade's Deep Security solution.

* Team Lead for all professional services delivery * Architected and implemented Intrusion Prevention Systems protecting web applications, database applications, operating systems, etc.* Performed network, system and application penetration testing, prepared detailed reports and presented results to customers.* Developed and documented internal vulnerability assessment/penetration testing methodology.* Acted as subject matter expert for customer's incident response teams.* Acted as technical resource during pre-sales meetings, webinars, and conference calls.* Worked with customers to identify their PCI compliance requirements and proposed solutions to meet these requirements.* Contributed to the technical understanding and promotion of new and existing information security standards, solutions, and tools.* Developed and presented training material for Third Brigade's Deep Security solution.

* Requirements definition, design and analysis of Public Key Infrastructures.* Designed, tested and integrated PKI and Directory applications into customer's infrastructure.* Designed off-the-shelf and custom-developed technologies into robust, scalable solutions.* Worked onsite with customers to analyze customer environments and requirements.* Proposed solutions that satisfy the customers' security and business requirements.* Provided onsite support to customers during pre and post sales cycles.* Installed and integrated off-the-shelf or custom developed software.* Identified additional product/services opportunities in customer organizations.* Assisted customers with acceptance testing and training.

* Provided 2nd level support and guidance to the 1st level support team for the Entrust Security Manager, TruePass, Self-Administration Server, Roaming Server and Messaging Server.* Provided technical direction to the 1st level support team. Monitored and responded to their questions, consultations and escalations.* Acted as customer services interface to R&D and Professional Services.* Worked with R&D to review all Severity 1 and 2 issues to determine how to avoid reoccurrence.* Prepared technical documentation for undocumented problems and reviewed them periodically to ensure accuracy.* Acted as the customer advocate in the role of Product Prime for new product support.* Communicated customer feedback to Product Management and R&D.* Identified opportunities to enhance troubleshooting by identifying tools, providing training, acting as product primes and ensuring all new products are supportable.