Customer Success Engineer & Technical Enablement Specialist | Cybersecurity | Sa

Developed technical documentation, user guides, troubleshooting docs, FAQs, and onboarding materials for enterprise cybersecurity and SaaS products. Created end-to-end certification courseware including student guides, lab guides, and exam questions for global delivery. Designed SCORM/xAPI-compliant e-learning modules using Articulate Rise 360 and Evolve.

Manage across APAC, ANZ, and EMEA Premium Support Program (PSP) and enterprise accounts at Trend Micro, driving onboarding, adoption, retention, and escalation resolution

Administered Docebo LMS for 400,000+ global users — managed roles, enrollments, permissions, reporting, and learner access

Managed cross-functional documentation and enablement projects using Jira, Confluence, Kanban boards, and Monday.com

Used daily for project tracking, content updates, sprint alignment, and stakeholder communication

Managed enterprise Windows Server environments, Active Directory, networking, and multi-site IT operations

Hands-on experience with Trend Micro security solutions across endpoint, email, cloud, web/gateway, and network security

Provided post-deployment support, POC execution, and product implementation for enterprise SaaS cybersecurity solutions

Provided enterprise-level IT support across endpoint, email, cloud, and network security platforms for across APAC, ANZ, and EMEA at Trend Micro. Managed technical incidents, coordinated escalations with R&D and global support teams, and ensured SLA adherence for PSP and enterprise clients.

Managed technical content lifecycle for cybersecurity and SaaS products — creating, reviewing, updating, and retiring documentation aligned with product releases and sprint cycles. Collaborated with SMEs, R&D, and Product teams to ensure content accuracy, consistency, and relevance across user guides, onboarding materials, and troubleshooting documentation.

Managed enterprise Windows Server environments including Active Directory, system backups, recovery procedures, and security administration. Handled multi-site IT operations, desktop and mobile device management, and software/hardware maintenance

Configured and maintained LAN/WAN infrastructure, networking equipment, routers, and switches across multiple office locations. Supported network connectivity, troubleshooting, and vendor coordination for enterprise environments. Additional hands-on network security experience gained through 16 years at Trend Micro supporting endpoint, email, cloud, and network security solutions.

Developed and delivered end-to-end certification courseware for global cybersecurity training programs at Trend Micro, including student guides, lab guides, presentation materials, and certification exams for the "Training for Certified Professionals" designation. Administered e-learning programs for 400,000+ global users via Docebo LMS.

Deep product knowledge across the full Trend Micro security suite including endpoint, email, cloud, web/gateway, and network security solutions. Conducted product implementations, POC execution, business reviews, and post-deployment support for enterprise accounts across across APAC, ANZ, and EMEA.