1. 99 Sta. Maria
Compound Phase 4
Santolan, Pasig City
Tel: 6302-645-9253
Cell: (0917) 6233055
E-mail:
scrolga@yahoo.com
JOELLE M. REYES II
Objectives To be part of productive team working together towards a common goal.
To belong in an environment where I believe I would be able to develop
my skills and enhance my capabilities as a person and as a working
individual.
Education 1999–2004 Mapua Institute of Technology
 B.S. Electronics and Communications Engineering
1995-1999 Marikina Institute of Science and Technology
Technology
 High School
1989-1995 Marikina Catholic School
 Elementary
Trainings
Attended
 Management Trainee Program Aug 2009-June 2010
Organized by HR, Trend Micro Inc
 Operational Planning Oct 26- 28, 2010
Organized by Guthrie Jensen
 People Handling Skills Sept 6-8, 2011
Organized by Guthrie Jensen
 Knockout Presentation Skills Nov 23, 2011
Organized by Inspire Leadership Consultancy
 Negotiating Successfully Sept 27-29, 2012
Organized by Guthrie Jensen
 ITIL V3 Foundation Nov 14-16, 2012
Organized by Apex Global
 Management Skills for New Leaders Mar 26-27, 2014
Organized by Ateneo De Manila University
 The 7 Habits of Highly Effective People Apr 28-30, 2014

2. Professional
Experience
Organized by Franklin Covey
TREND MICRO (July 2006-present)
 Team Leader
January 2011 - Present
- Handles a team that support Enterprise Customers that uses
Trend Micro Endpoint products
- Responsible for the growth and personal development of my
team, which includes coaching, mentoring and team meetings.
Plot engineer’s training requirements and confirm enrollment.
- Create operational monthly report that shows that highlights,
lowlights, opportunities and challenges of the team. It also
includes the performance metrics of the engineers and areas for
improvement.
- Creates team target and metrics on a timely basis and ensure
communication to the engineers. Regularly huddles the team if
there are any changes on the processes and conducts regular
engineer evaluation.
- In charge of the Transition Queue program which new
engineers undergo as soon as they are deployed on the floor
from training.
- Lead the Gear-Up program which is a special technical
development program for L1 engineer that aims to develop their
technical capabilities creates developmental opportunity for
engineers with passion for learning and determination to take on
more challenging responsibilities.
- Receives Sales/Manager/Pro-care escalated cases/calls and
develop an action plan for these customers to continue working
with support. Creates Post-Mortem report for cases that needs
root-cause analysis and studies.
- Attends conference calls with Internal and external customers
for issues that need attention. Conducts customer satisfaction
review by doing insight calls
- Telephony Lead, ensuring 100% uptime of the phone system by
working closely with the Call Center Team and
reporting/documenting all downtime and issues that are
encountered. Ensures that proper skillsets and priorities are
assigned to the engineers.
- IT Procurement Lead, Asset management, inventory and
ensuring that all engineer have the proper equipment needed
- Events and Team Motivation Lead, responsible for creating a
program that engage engineers and encourages work-life
balance. Heads team building activities and programs. Creates
Rewards and Recognition Program
- Capacity Manager (2013-2014), process owner for capacity
management that represents Trend Micro on a yearly ISO
Certification Audit. Ensuring alignment of staff capacity to
transactional arrival patterns of customer’s service request.
 Acting Team Leader

3. April 2010- December 2010
- Real time Monitoring of Calls/Emails offered that enters the
Enterprise Endpoint Team on a daily basis
- Receives Sales/Manager/Pro-care escalated cases/calls and
develop an action plan for these customers to continue working
with support.
- Functions as an escalation engineer while transitioning to a
team lead role
 Escalation Engineer (Backline- Endpoint)
August 2009- March 2010
- Supports and handles escalated cases from Level 1 and 2
engineers
- Handles Sales-escalated cases and provide proactive approach
to customer in dealing with our products.
- Coordinates with our Product Specialist team and product
developers for issues that needs additional analysis and
debugging
 Senior Systems Engineer, Level 2 (Enterprise-Endpoint)
January 21, 2008- August 2009
- Supports Trend Micro Products and Services for
Desktop/Server Antivirus for Enterprise Segment endpoint
security in a corporate environment
- Product testing through beta scripts, troubleshooting/simulation
in a test environment for Windows and Linux environment
- Analyzing logs for an effective solution
- Handles Escalated Cases from Level 1 engineers and Sales
- Provide Transfer of Information to other engineers regarding
new product releases
 Systems Engineer (Tier 2)
July 3, 2007- January 21, 2008
- Supports internet gateway products and handles email
messaging protection in a corporate environment
- Product testing through beta scripts, troubleshooting/simulation
in a test environment specifically Windows environment
- Analyzing logs for an effective solution
- Implementing spam prevention and solutions to our customers
 Systems Engineer (Tier 1)
July 10, 2006- July 2, 2007
- Supports Trend Micro products for Desktop/Server Antivirus,
Endpoint Security and Outbreak Management through phone,
email and webex session.
- Product testing through beta scripts, troubleshooting/simulation
in a test environment specifically Windows environment
- Handles virus cases and gives removal instructions

4. Examination
Taken
 SPI TECHNOLOGIES (September 22, 2004- July 7, 2006)
 Junior Network and Telecoms Administrator/ Technical Support
- Performs preventive and corrective maintenance to all SPi
computing equipment
- Provides total support or helpdesk to all computer
hardware/software, standard desktop applications,
exchange, mails and other applications
- Regularly performs inventory and control measures of all
computer peripherals, electronic parts and engineering tools
- PABX Administration (Basic Programming Instructions)
a. Programming of new analog and digital local
b. Removing and moving telephone data block
c. Call Accounting
d. Creation of voice mail and ACD
 Registered Electronics and Communications Engineer
PRC rating of 75.5% (April 13,14, 2004)
 Microsoft Exam 070-270: Installing, Configuring, and
Administering Microsoft Windows XP Professional
(February 16, 2007 )
 Microsoft Exam 70-290: Managing and Maintaining a Microsoft
Windows Server 2003 Environment
(April 13, 2007)
 Microsoft Exam 070-291: Implementing, and Maintaining
Windows Server 2003 Network Infrastructure
(October 2, 2007 )
 Microsoft Exam 70-284: Implementing and Managing Exchange
Server 2003
(October 18, 2007)
 Microsoft Exam 70-293: Planning and Maintaining a Microsoft
Windows Server 2003 Network Infrastructure
(November 21, 2007)
 Microsoft Exam 70-294: Planning, Implementing and Managing
a Microsoft Windows Server 2003 and Active Directory
(December 18, 2007)
 Microsoft Exam 70-298: Designing Security for a Microsoft
Windows Server 2003 Network
(February 7, 2008)

5. Awards Received
Personal Data
 Microsoft Exam 70-620: Configuring Windows Vista Client
(March 24, 2008)
 Comptia Linux + Exam
(July 21, 2008)
 Trend Micro Q3 2010 Employee of the Quarter
 Trend Micro Development Initiative Special Award Q3 2013
 Trend Micro 2H 2014 Employee of the Quarter
32 Years Old Male Single
June 16, 1982 Filipino 5’6
Santolan, Pasig Roman Catholic 140lbs
Character
References
Available Upon Request

6. Awards Received
Personal Data
 Microsoft Exam 70-620: Configuring Windows Vista Client
(March 24, 2008)
 Comptia Linux + Exam
(July 21, 2008)
 Trend Micro Q3 2010 Employee of the Quarter
 Trend Micro Development Initiative Special Award Q3 2013
 Trend Micro 2H 2014 Employee of the Quarter
32 Years Old Male Single
June 16, 1982 Filipino 5’6
Santolan, Pasig Roman Catholic 140lbs
Character
References
Available Upon Request