Willand Osabel

Experience

• 

  Trend Micro

  Aug 2004 - Apr 2023

  • Improved New Hire onboarding training, increasing the pass rate from 42% to 55% for 400+ trainees.• Delivered Upskill programs for 500+ engineers and leaders.• Conducted workshops, refresher trainings, and facilitated recruiting efforts, streamlining the hiring process for over 300 engineers.• Led the launch of e-Learning using Adobe Captivate/ActivePresenter on Docebo and Moodle, offering virtual labs via VMWare ESXi, Azure, AWS, and GCP.• Drove cyberattack investigations using frameworks like MITRE ATT&CK and Cyber Kill Chains.• Implemented a department-wide Zero Trust policy based on NIST frameworks to enhance employee cybersecurity.• Organized technical learning events for 500+ employees and 2,000+ professionals nationwide, addressing cybersecurity skills gaps and achieving a 95% satisfaction rate. Show less • Managed 24/7 Service Delivery operations for multiple lines of businesses, overseeing 200 engineers and forecasting 50,000+ monthly cases.• Enhanced customer experience using Customer Success principles, leveraging Big Data (Splunk) for deeper insights.• Introduced Premium Business to improve customer product and service experiences.• Streamlined Escalations with 50+ OEM partners and pioneered vulnerability handling processes.• Led the Quality Assurance team, implementing Lean Six Sigma principles and creating the Support Experience Map.• Initiated the Tech Skills Enablement project, providing ladderized training to 200+ engineers for career progression.• Presented operational metrics and Voice of the Customer (VoC) insights during Executive Quarterly Business Reviews.• Managed Support Readiness activities, including UAT, Customer Journey Mapping, Systems Integrations, and KB Management.• Developed leadership programs for managers.• Delivered comprehensive trainings using Training Needs Analysis (TNA) and ADDIE models.• Contributed to strategic planning, focusing on IoT and AI/ML for New and Emerging products.• Participated in site-wide Culture Building projects in collaboration with HR and other leaders. Show less • Provided comprehensive technical support to customers on Windows, MacOS, and mobile operating systems.• Diagnosed and resolved network-related issues, utilizing tools and protocols such as TCP/IP, DNS, DHCP, and Active Directory.• Employed virtualization technologies, including VMware, to simulate and troubleshoot complex system configurations.• Executed manual and automated malware removal processes, leveraging advanced cybersecurity tools and methodologies.• Designed, developed, and delivered technical training programs, incorporating in-depth subjects like network security, cloud computing, and virtualization.• Spearheaded the development of onboarding training programs, involving the creation of performance scorecards, coding, and integration of technical assessment tools.• Proficient in Active Directory management and PowerShell scripting for system automation and administration tasks. Show less

  • Cyberthreat Learning and Development Manager

    Mar 2020 - Apr 2023

  • Customer Success and Service Delivery Manager

    Sept 2007 - Mar 2020

  • Cybersecurity Support Specialist and Technical Trainer

    Aug 2004 - Sept 2007
• 

  Microsoft

  Jan 2024 - now

  Customer Success Account Manager

  • Manages a healthy business portfolio of 8 SMB customers creating and nurturing strategic relationships with key customer stakeholders, partners, and technical professionals to lead quality solution delivery and drive customer health.• Develops and executes Customer Success plans aligned with customer outcomes and accountpriorities, managing consumption holistically across the entire portfolio.• Leads conversations with customers to demonstrate alignment between their objectives and Microsoft's portfolio of work, linking Customer Success Plans with account plan priorities.• Consistently exceeds KPI’s on Bookings, Proactive Services and Delivery Management Burn Rates, Backlog, and CSDR/MIRP Compliance Show less