Experience

• 

  IA Innovations Inc.

  • Metro Manila

  • Project Manager

    • Feb 2016 - Mar 2017
    • Metro Manila

    • Schedule, manage and prepare for monthly Project Review Process• Assist project teams in development of project proposals, pricing and completion of project initiation documents• Review contract terms & conditions and apply project control tools/principles to optimize financial outcome• Facilitate WBS development with project team• Work with cross-functional team members to ensure the project is on-time and on-budget • Assist with resource placement and building up skills inventory• Maintain contract change logs for prime and subcontracts• Provide leadership ability to guide, mentor and motivate the career development of others while providing accurate and consistent project controls advice to Project Managers and staff

• 

  Trend Micro

  • Japan
  • Software Development
  • 700 & Above Employee

  • Project Lead

    • Jan 2014 - Mar 2015

    • Manage project implementations of Consumer products and service launch activities• Communicate progress, risks, expectations, timelines, milestones and other key project metrics• Discuss and resolve process and system issues with service delivery team and come up with an ideal process that will increase efficiency and effectiveness of customer and support experience• Participate in Strategic Planning and provide recommendations for process improvement for Tools, Systems, and People Development• Coordinate with BA, IT, TDG, WFM and Reports Team to ensure all projects are completed seamlessly• Acquire in-depth knowledge of industry standards and technologies integrated in Trend Micro products and Services• Define current and ideal consumer experience in relation to system, tools, service and process changes

  • Special Projects and Reports Lead

    • May 2013 - Dec 2013

    • Participate in Strategic Planning and provide recommendations for process improvement for Tools, Systems, and People Development• Investigate customer and sales data for trends and business opportunities• Ad hoc analysis as requested by various stakeholders• Create report templates requested by stakeholders

  • Consumer Improvement Academy Lead

    • Jun 2012 - Apr 2013

    • Oversee the Consumer Improvement Academy’s (CIA) with the primary goal of creating a standard and structured curriculum that will address the development and improvement of Bottom Quartile performers• Ensure all participants will improve their overall performance to avoid being placed in PIP (Performance Improvement Plan)• Review performance of the Consumer team to identify and propose metrics to be targeted for improvement• Handover graduates from the program to Team Leads and provided recommendations for their continuous development• Identify and train CIA mentors that will assist in training and coaching low performing engineers

  • Service Delivery Team Lead

    • Jun 2008 - May 2012

    • Lead and manage a team of engineers to meet/exceed requirements in Support operations• Conduct performance management and provide direction, mentoring, coaching, and counseling• Prepare performance reports and identify key areas of improvement through brainstorming and planning of activities• Motivate engineers to perform at their maximum capacity to fulfill professional growth targets, enhance productivity and overall profitability of the company• Ensure that team is leading by example in step with the Company’s vision, mission, values, and competencies.

  • Technical Support Escalations Engineer

    • Jun 2006 - May 2008

    • Handle high priority cases from Top Level Management and escalations from Level 1 engineers• Act as supervisor/manager and handle difficult clients to ensure their needs are well attended to• Perform tests and simulations of consumer product related issues, test malware samples and monitor product issues• Coach and train Level 1 engineers on product awareness and soft skills development• Create Knowledge Base entries that are reliable and have undergone simulations and proper testing

  • Technical Support Engineer

    • Mar 2005 - May 2006

    • Provide Technical Support for Trend Micro’s tightly integrated offering of content security products, services, and solutions powered by the innovative, in-the-cloud Trend Micro Smart Protection Network™ via different support channels – phone, email and chat• Meet business objectives and team targets defined by Performance Development Scorecards• Use existing knowledgebase, and contribute and improve online solutions to resolve cases• Proactively share knowledge through technical sharing and training, solution contribution and self-service participation