Rowena Bautista

Experience

• 

  Beacon Frontline Solutions

  Feb 2010 - Mar 2011

  IT Consultant

  • Responsible for designing the hardware and software specifications needed by the system for the JD Edwards Application depending on the client's requirements.• Implementation and Installation of the application from server machines up to its client PC’s.• Responsible in the Project Documentation and Project Scheduling from Inception to completion• Provides User’s Manuals for specific user’s responsibilities and scope of work • Provides On-site assistance for the maintenance of the Oracle’s JD Edwards Server Machine.•Provide solutions for any problems that may arise.•Security Administration (i.e. Create and Secure Users/Roles)•On-Call consultant providing second line of support on any distribution related issues that may arise. Show less

• 

  Fedsoft Philippines (FCS Computer System)

  Mar 2011 - Jun 2012

  Technical Support Engineer

  • Provide software, hardware and networking technical assistance in troubleshooting FCS products via phone, chat and email • Provide guidance to Hotels’ Technical Support Representatives, IT Personnel, Hotel Admin and Internal Staff who requires guidance on FCS Products.• Reinstall (if needed) FCS Product/Hotel System via Remote Access (Call Accounting System, Voice Mail System, Guest Service Management System, Guest Internet System and POS) including third party software (antivirus, Front Office System/Property Management System, etc.) and hardware (PABX system, GSM modem Network Policies). • Run a Preventive Maintenance for selective clients• Assist developer in patch deployment for FCS software products• Document all cases raised by clients, escalate to corresponding Development team if necessary• Document guides and resolutions that can be sent to clients, and to be used internally Show less

• 

  Trend Micro

  Jun 2012 - now

  * Lead a team of technical professionals, including engineers and consultants, providing guidance, mentoring, and support to ensure successful project delivery and customer satisfaction. Foster a collaborative and inclusive team culture that encourages innovation and continuous learning.* Serve as a subject matter expert in Trend Micro's products and solutions, including security software and services. Stay up-to-date with the latest trends and developments in cybersecurity to provide knowledgeable guidance to my team, partners and customers.* Work closely with partners and customers to understand their IT environments and security requirements, and design tailored solutions using Trend Micro products to address their needs. Oversee the implementation and deployment of these solutions, ensuring they are effectively configured and integrated into the customer's infrastructure.* Provide technical support and troubleshooting assistance to the team and customers, particularly for complex or escalated issues. Collaborate with Trend Micro's global support teams to resolve issues promptly and ensure customer satisfaction.* Develop and deliver training programs for the team to enhance their technical skills and knowledge of Trend Micro products and solutions. Stay abreast of training opportunities provided by Trend Micro and other industry resources to continually upskill myself and the team. * Act as a primary escalation point of contact for key customers for AMEA Team, building strong relationships and understanding their cybersecurity needs and challenges. Collaborate with sales teams to identify opportunities for upselling or cross-selling Trend Micro solutions to address customer requirements.* Manage the planning, execution, and delivery of cybersecurity projects for customers in AMEA Region. Define project scope, timelines, and resource requirements, and ensure projects are completed on time and to the highest quality standards. Show less • Manage both the technical support and business requirements of the clients resulting to its renewal of premium service• Manage escalation from the customers, regardless of account assignment• Provide technical support to premium customers via phone or any online communication medium or on-site• Available to provide support to customers on a 24x7 basis• Provide pro-active support to customers on all Trend products and related technologies via implementation of best practices in implementing and configuring Trend Micro products on their environment• Develop strong working relationship with the clients via phone, email or face-to-face meetings• Develop, implement and manage programs/projects in relation, but not limited, to improving the account management processes, sales opportunities and growth of the PSP accounts• Create & update technical documents, FAQs and encourage in knowledge sharing with other support members and account contacts.• Develop specialization on different operating systems and technologies in relation to Trend Micro products• Deliver technical update, hot issues information and product roadmap presentations to customers on a regular basis• Continuously improve and upgrade technical knowledge and skills through training, self-study and certifications• Meet business objectives and team targets defined by the management Show less • Provide assistance for the installation, configuration and maintenance of data information and systems security solutions in a client-server environment for small medium business & enterprise.• Assist in the deployment and maintenance of cloud-based e-mail filtering, data and systems security solutions.• Provide support to IT Personnel/System Administrator in troubleshooting all software issues pertaining to Trend Micro Enterprise and Corporate products via phone and email.• Perform malware analysis on sample files and logs from individual machine and/or the whole network to include heuristics in pattern updates to improve blocking, detection, cleanup of malwares and to provide the best resolution and recommendation for prevention. • Document troubleshooting guides and problem resolution steps.• Replicate issues to ensure issues are addressed in a timely manner.• Remote access customer’s computer for malware infection cases using Webex. Show less

  • Sr. Cybersecurity Solutions Engineer

    Feb 2015 - now

  • Technical Account Manager - Security

    Dec 2013 - Feb 2015

  • Systems Engineer

    Jun 2012 - Dec 2013