Technical Manager
Trend Micro Inc
Total years of experience :17 years, 7 Months
• Responsible for resolving challenging, potentially high impacting customer situations with a high level of tact and understanding. Also, takes ownership of the technical support relationship to drive customer satisfaction by proactively managing and resolving technical issues for our customers both onsite, online and via telephone.
• Provides exceptional customer service while responding to phone, e-mail and online requests for technical support.
• Develops strong relationship with the clients via phone, email or face-to-face meetings.
• Create & update technical processes, FAQs and encourage in knowledge sharing with other support members & account contacts.
• Deliver technical update, hot issues and roadmap presentations to customers on a regular basis.
• Represents the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.
• Works in a fast-paced, high-pressure environment under minimum supervision to support deployment, integration and maintenance of Trend software products within clients’ networking environments.
• Provides first call case resolution, software/network troubleshooting and proactive support services.
• Manages a diverse and complex scope of support issues directly related to the use, support, and implementation of Trend Micro products and solutions, with effective customer skills required on-site, over the phone, and online to ensure the highest level of customer satisfaction by understanding and identifying the customers’ complex network.
• Effectively interacts with the engineering and developer teams to provide solutions to complex technical issues.
• Available for 24x7 on-call support.
• Shares best practices with other Customer Service Engineer members to enhance the quality and efficiency of support.
• Maintains and expands working knowledge of current and beta (non-released) Trend Micro products as well as their integration and methods of support delivery.
• Participates in all projects including building vendor relationships
• Implements and manages programs/projects in relation, but not limited, to improving the account management processes, sales opportunities and growth of the PSP accounts.
• Technical front end support for all employees/contractors end users from Singapore, Dresden and US fabrication.
• Manage Incidents and Requests through ServiceNow portal and coordinate with other support groups to close the Incident or Task.
• Approve or implement all IT related project or activities (such as upgrades, changes, maintenance and relocation) as submitted by the users in ServiceNow portal.
• Understand and perform the various service level agreement (SLA) requirements and elevate or escalate issues when appropriate and/or according to established procedures.
• Create, maintain and configure RSA SecureID; Remote access and VPN technologies.
• Respond end users calls which will include problem identification, escalation and resolution of hardware and software problems.
• Create, maintain and configure Lotus Notes account for new employees, contractors and rehires.
• Create, maintain and configure MS Exchange vault accounts and distribution list.
• Active Directory Account maintenance.
• Permission employees to access different network folders on Singapore fabrication via Active Directory.
• Troubleshooting on both hardware and software issues (e.g. MS Office 2007/2010, Laptops, PCs, printers, scanners and network connectivity issues).
• Manual installation of company software using Remote Desktop Protocol, RealVNC/ UltraVNC, Communicator/MS Lync, via packaged software in Software Center (Windows7) or permission using SCCM (Systems Center Control Management) in Active Directory.
• Create Cisco wireless accounts for employees, contractor and fabrication guest or vendors.
• Assist in Web, Video and Audio conferencing using Webex and Cisco Telephony.
• Liaise between Global Foundries employees and vendor or contractors for any IT related issues.
• Assist with the on-going Operating System migration from Windows XP to Windows 7 and report any software issues what will arise from UAT (user acceptance testing) to the assigned developers or support groups.
• Making sure migration check list are followed. Secures sign off from end-users.
• Deployment of machine to end users.
• Smartphone provisioning.
Provided functional and technical support, troubleshooting and diagnosing hardware and software problems on desktops, portable systems and peripherals through Inbound, Outbound Technical Support and Email.
•Supports hardware and software technical problems within established standards and guidelines. Perform installation, repair and maintenance of PCs and related software, following OEM standards and accepted industry practices.
•Assist in installing / replacing factory-replaceable units (motherboard, power supply, CD drives, keyboard, etc).
•Process dispatches/Parts RMA, Onsite Repair schedules, Depot Repairs, System replacements and Exchange. Process returns and small dollar credit.
•Troubleshoot and expeditiously resolve hardware and software issues, and identify root cause of problems when related to personal computers, minimizing disruption to the users.
•Manage case logs, creating service request for proper call documentation and take full ownership of customer’s issue by doing outbound calls may it be to local service technicians or couriers to ensure resolution.
•Process Sales order on up sells on software, hardware, warranty extension and other services.
•Handles Network Connectivity, TCP/IP Configuration, and Internet connectivity problem.
•Facilitate escalations to higher level of support (internal escalations) and still handle the ownership of the case within standard procedure and ensure issue resolution.
•Support customers with various customer care concerns (Order status, change of shipping address, change of billing address, creation of new business account).
•Liaise with vendors and users, courier, and local service providers in case there are delays or missing or lost equipment/order.
•Attends regular training on new technical updates and policies for calibration purposes
•Knowledgeable of Dell System technologies and software.
Provides technical support for Time Warner Cable ISP customers.
Accepts call escalations from Level I specialist and performs callbacks as per client’s
request.
Check connectivity concerns for clients.
Basic software troubleshooting for multiple Operating System (Windows 2000, Win XP,
Win Vista, Windows 7 & Mac OS X versions)
Email Client Configurations (Microsoft Outlook 2002, 2003, 2007 Microsoft Outlook
Express 2006, Windows Mail, Windows Live Mail and Mac Mail)
Performs wired and wireless home networking technical assistance.
Proficient in troubleshooting CAISS (Customer Associate Internet Security Suite)
Security Software. Basic knowledge on McAfee, Norton 360 and AVG security software
Performs truck rolls using the ICOMS software.
Process billing payments using AAD software.
Updates client’s data, Email password using the REMEDY system.
Accepts inbound calls for all queries and concerns regarding all HA Domestic, Trans-
Pacific and International Flights.
Assist pax for ticketing new reservations, change of flight schedule or rebooking unused
tickets and compute for the charges using HUI system.
Awarded as Top Agent for the 4th Quarter Hawaiian Airlines Recognition (2007).
Team OIC. Do side monitoring if Team Lead is on leave.
Floor walker and is in charge of the Team’s CMS queue.
Fix and review PNR/Ticket returns.
Updates team absenteeism and attendance tracker.
Accepts inbound calls for all connectivity concerns for all clients in South US.
Account updates using SIEBEL and ICOMS systems.
Basic computer troubleshooting using multiple Operating Systems (Win98, Win2000,
Win NT server, Win XP, Win Vista and MAC OS X versions)
Configure Email Clients: Microsoft Outlook 2002, 2003 Microsoft Office Outlook 2006,
Mac Mail, Thunderbird and Eudora.
Basic MalWare, SpyWare and Virus removal on computers.
Wired and wireless home networking troubleshooting assistance.
Aid potential clients on opening new accounts for foreign and domestic accounts.
Replace old and misplaced ATM cards for bank holders and validates overseas
remittance.
Assist in updating client files and data record using the then new PNB’s bank software.
After bank hours activities includes aiding tellers in balancing the accounts after they
made their final balances and submits it to the Bank’s General Manager.
Assist Gen. Manager in creating PowerPoint Presentations during weekly meeting and
monthly Board Meetings.
Validate all checks before and after cut-off clearing time.
Inputs all BIR payment records in the BIR Record System.
Ushers PNB systems developers during the Bank’s system upgrade.
