Michael Teixeira

Experience

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  Excite@Home

  Mar 1999 - Feb 2002

  Abuse Team Manager

  Excite@Home, Redwood City, CA, 03/99 – 02/02Network Policy Management Specialist, 09/00 – 02/02Interacted with @Home Engineering Support and NOC to respond to internally discovered subscriber violations (abuse) in a timely manner that protected the @Home network and infrastructure. Developed scalable policies and procedures to respond to reported violations including trouble ticketing, investigation and documentation, and prompt appropriate response including communication with subscriber and MSO.Corresponded with the appropriate MSO personnel to develop scalable procedures for handling customer AUP violations and terminations and maintained updated list of MSO contact for each market. Engaged with @Home Security to finalize internal use guidelines for AUP and to retrieve, read, ticket, investigate, respond, and resolve Postmaster and Abuse mail.Represented @Home on CAUSE, SPAM-L, and other industry Policy Management organizations and mailing list. Mentored and trained @Home Tier 2 in AUP contents and communicated the AUP to customers as well as all @Home Lead Techs and Supervisors in AUP violation policies and procedures. Performed duties with minimal supervision, with the primary charter of protecting the interest of @Home, MSO partners, and customers.Special Responsibilities: (Expertise Areas) System Probes/Firewall Attacks/Email Spam/Usenet Spam/Viruses and more.Promoted to Abuse manager in August 2001.Technical Support Representative, 1999-2000Provide network, desktop and software support for residential end-user customers. Support/help desk experience involved resolving IRQ, TCP/IP stack configuration, browser configuration, software re-installation, NIC card installation, etc. Show less

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  Trend Micro

  Aug 2003 - Apr 2016

  Senior SPAM Investigator / DUL Team Supervisor

  PROFESSIONAL EXPERIENCETrend Micro, San Jose, CA 2003-2016DUL Team Supervisor / Lead-Senior Spam Investigator, 2010 – 2016Manage DUL Team and handle all escalations from listings. Work close with xSPs regarding blacklist concerns and best practices. Investigate and list IPs from ASNs ranked with a higher volume of spam.• Provided all training to SI Team; efforts improved quality and accuracy for listings and removals related to RBL+.• Generated 650+ worldwide contacts to build relationships and provide Trend updates in reference to IP allocations to be listed correctly.• Identified and researched known IP allocations sending spam and residential user space to list IPs properly as classified.• Served as major contact for all SI Team escalations. Process included answering complex user/end user listing issues quickly and effectively.NOTE: Trend moved management and servers to Taiwan. ERS Team / Spam Investigations Manager, 2008-2010Manage and improve development for Email Reputation Services and DNSBL listings/issues. Educate team on knowledge and performance for daily duties.• Developed and administered security policies and procedures in line with strategic and tactical goals, and to increase productivity and efficiency.• Coordinated with upper management on internal spam traps / honeypot projects.• Networked with industry peers for business development.• Managed DNSBL (RBL, DUL, OPS, RSS, QIL) IP reputation team.RBL+ Investigator, 2003-2008Reviewed and analyzed email headers and bodies of email in reference to origination of spam, with main focus on DUL listings and removals.• Perform all regular RBL+ and SPAM Investigator (SI) assignments and duties.• Maintained DUL (dynamic DNSBL) blocklist and researched technical characteristics to evaluate static or dynamic IP assignment.• Knowledge of UNIX for command lines and tools.Got promoted to ERS Team / Spam Investigations Manager, 2008-2010 Show less