Technical Account Manager - Trend Micro - Kanata, Ottawa, Canada
(2025-01 - 2026-05)
- Spearheaded the full customer relationship as the strategic voice for Canadian federal government and enterprise accounts — building deep executive trust with CISOs and IT leadership while developing long-term cloud adoption strategies across AWS (EC2, S3, EKS/Kubernetes) and hybrid-cloud environments, including RFP technical response support and compliance-driven procurement cycles.
- Collaborated with Solution Architects, partner teams, and specialty teams to deliver business value through technical proof points, AWS Marketplace consumption guidance, and infrastructure-as-code (Terraform) walkthroughs during active deal cycles.
- Drove 10x revenue growth with a strategic partner by owning technical proposal responses, navigating partner procurement workflows, and closing committed consumption deals.
- Managed partner lifecycles and prioritize strong sales and technical enablement, enabling them to meet various KPI
- Accelerated revenue growth focusing on aligned business plans, GTM Strategies pipeline development and driving co-sell opportunities with partners
- Forecasted, achieved and surpassed annual revenue quota ($10M +), 101% in 2025.
- Identified alliance opportunities with other technology vendors to drive joint events, campaigns and co-sell motion.
Senior Product Support QA Engineer - Trend Micro - Kanata, Ottawa, Canada
(2018-01 - 2024-12)
- Supported the closure of 4 multi-million-dollar enterprise deals by delivering precisely timed, technically credible escalation resolutions at critical procurement decision points.
- Served as dedicated escalation owner for 50+ enterprise accounts, providing executive-level briefings to client CISOs and IT leadership, and managing full resolution lifecycles.
- Transformed a high-volume escalation backlog into a sustainable ~50 cases/month within 2 years by building a structured support training program and comprehensive knowledge base.
- Resolved 500+ cases per month across hybrid-cloud deployments of ternd product line, delivering Root Cause Analysis across VMware, AWS, Azure, GCP, Windows, Linux, and Solaris.
- Partnered with Sales Engineering on pre-sales API integration demos and technical evaluations, translating complex product architecture into business outcomes for prospective customers.
- Managed and single-handedly patched 3,000+ VMs across NSX-T, NSX-V, and ESXi environments — demonstrating the large-scale operational depth enterprise clients rely on from a TAM.
- Managed SLA/SLO compliance as Scrum Master for escalation queues, providing transparent status cadences and measurable resolution timelines to stakeholders.
- Accelerated product delivery cycles by 50% by designing and leading a test automation framework across hybrid-cloud environments
- Drove an 80% reduction in customer ticket volume by authoring a targeted knowledge base and delivering hands-on enablement programs for Trend Enterpise products (Deep Security/C1WS/VisionOne)
- Mentored co-op developers and junior engineers, cutting average ramp time by 2 weeks.
Technical Rotation Associate - Trend Micro - Kanata, Ottawa, Canada
(2016-11 - 2017-12)
- Solutions Engineering: Delivered product demonstrations and proof-of-concept engagements to enterprise prospects, translating technical capabilities into customer-specific security outcomes.
- Product Management: Led sprint planning as Scrum Master; translated customer and market feedback into prioritized technical requirements for R&D.
- Research and Development: Debugged and Resolved 1500+ product defects and provide solutions to the issues escalated by Customer Support Engineers
- Maintained end-to-end knowledge of the Trend Micro portfolio, partner ecosystem, and competitive landscape — the product fluency that underpins every sales conversation.
Research and Teaching Assistant - Carleton University - Ottawa, Canada
(2015-09 - 2016-08)
- Conducted published IEEE research on photonic integrated circuits and laser-based neuro-stimulation, developing analytical rigor and written communication applied daily in escalation advisory work.
- Teaching Assistant for Circuits & Signals and Electronics I — built the skill of explaining complex technical concepts clearly to non-expert audiences; directly applicable to customer education and executive briefings.
Client Technical Support Associate - Dell International Services - Mohali, India
(2013-12 - 2014-07)
- Delivered remote and on-call technical support for enterprise clients, resolving hardware and software issues with full case documentation and consistent satisfaction scores.
- Selected for pilot team validating Dell's new Oracle Knowledge Base tool, demonstrating early product evaluation and QA instincts.
