Jerome Jhen Garcia

Main Roles/Responsibilities:

• Provide exceptional customer service while responding to phone, e-mail and online requests for technical support.

• Primary customer contact that use independent judgment to research, resolve, and respond to questions received via incident ticket, telephone calls, email, web, and web chats in a timely manner

• Represent the Customer Service Manager to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.

• Work in a fast-paced environment under minimum supervision to support deployment, integration and maintenance of Trend software products within clients’ networking environments.

• Manage 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 customer’s complex network.

• Effectively interact with the service engineering teams or product developers to provide solutions to complex technical issues.

• Available for on-call 24x7 for severe issues.

• Share best practices with other Customer Service Engineer members to enhance the quality and efficiency of support.

• Maintain and expand working knowledge of current and beta (non-released) Trend Micro products as well as their integration and methods of support delivery.

• Support the Customer Service Managers on their other technical requirements

• Participate in all projects including building vendor relationship. •Develop and deploy test systems and networks (using Virtual Machines and Development Servers)

• Continually enhance technical and professional skills and being responsible for staying up-to-date of current technologies, industry trends and develop advanced expertise in one of the following subject matters.

• Analyze and create documented solutions that will be published to a company Knowledge Base for internal and external use.

• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers

• Participate in team projects, including the design, development, documentation, analysis, and testing of systems to enhance the quality or efficiency of support service

Projects Handled:

• Apex One Migration Team - Served as Project Manager for accounts going under migration

• India Onsite Recovery Service - Onsite Account Recovery for India Region. Acting as Field Services Engineer

• CSM Summit - Served as Project Manager and Project Coordinator

Additional Roles:

• Malware Task Force—acts as second layer of Malware cases before escalating to Global/Regional Malware Team

• Threat Researcher— On the hunt for new malware information that is on the wild.

• Served as a dedicated Reseller/MSP/PSP Support Engineer

• Provides 24x7 Support (over the weekend)