Authorized Service Partner for Trend Micro Inc.

Authorized Service Partner for Trend Micro Inc.

Responsibilities:Ø Acts as the single point-of-contact for assigned PH premium support customers. I am the one responsible for maintaining good business relationship with assigned local enterprise customers. This role establishes trust between me and these companies.Ø Is in charge of creation and delivery of periodic reports, notifications and project plans/progress. I act as the overall project manager for every account I supervise. Project management skills are the keys in… Show more Responsibilities:Ø Acts as the single point-of-contact for assigned PH premium support customers. I am the one responsible for maintaining good business relationship with assigned local enterprise customers. This role establishes trust between me and these companies.Ø Is in charge of creation and delivery of periodic reports, notifications and project plans/progress. I act as the overall project manager for every account I supervise. Project management skills are the keys in having control over all aspects of the customers’ electronic information security. Ø Maintains good business relationship with existing premium customers and leverages contacts to determine upsell opportunities. The sound relationship I have established with customers translated to renewals and product upsell resulting to revenue and sales growth for the local business unit.Ø Collaborates with various internal and external groups to achieve common goal – improvement of security posture. I occasionally act as the leader in coordinating with various functions to fulfill the identified items in the business strategy or critical incident. Ø Is in charge of ensuring the timely delivery of resolution for high severity cases resulting to minimal to no business impact. This involves coordination with numerous groups in and outside the company to guarantee that business-critical operations are not greatly impacted in such situations.Ø Goes on out-of-country deployment projects. This role involves project management skills and technical know-how. I have been sent to several projects around the South East Asia region to execute deployment and implementation projects.Ø Is sent to continuation or recovery projects abroad. This is one of the most challenging areas of my role as a TAM, mostly because I’m not the one who started the project and things are already heading south. I get sent to or oversee sensitive recovery projects in an effort to salvage high profile accounts. Show less

Key Responsibilities:- Technical support and Account Management for premium support customers (silver - platinum)- Handle escalated cases; APAC timezone ( US off hrs ) 8x7 shifting & on call- Inbound and outbound phone support; log cases in CRM (GCC)/PSC/SBM- Manage open cases up to their resolution- Share knowledge through technical sharing or training extended to partners and customers- Recover escalated irate customers- Continuously improve and upgrade technical… Show more Key Responsibilities:- Technical support and Account Management for premium support customers (silver - platinum)- Handle escalated cases; APAC timezone ( US off hrs ) 8x7 shifting & on call- Inbound and outbound phone support; log cases in CRM (GCC)/PSC/SBM- Manage open cases up to their resolution- Share knowledge through technical sharing or training extended to partners and customers- Recover escalated irate customers- Continuously improve and upgrade technical knowledge and skills through training and certification- Meet business objectives and team targets defined by SLAs and KPIsAdditional Responsibilities- Project planning and scoping- Project deployment and implementation- Project management until completion- Project documentation- (technical interview of applicants)Skills:- Learner, achiever, with positive outlook/attitude, team player, flexible/adaptive to changes- Network and/or Systems Administration and Troubleshooting- Windows 2000/2003/2008 or Linux/Unix system administration- Multi-platform skills- Source code logic and logs analysis- Mail and Proxy servers such as Exchange and Postfix and Squid- Network services and/or devices administration (DNS, DHCP, AD, SMTP, WWW, Firewall, NAS, SAN, Network Appliances, routers, switches, etc)- TCP/IP administrationRecognitions:Employee of the Quarter (2014-2Q) Show less