ERNESTO J. LAMPA, JR.
Marikina City
Summary
Technical support professional with robust background in resolving technical issues and enhancing user satisfaction. Known for effective troubleshooting and problem-solving skills, consistently ensuring smooth system functionality. Highly collaborative team member focused on achieving results and adapting to evolving needs, with strong communication and technical skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
LevelUp CADCAM
04.2025 - 11.2025
- Provided technical support for CAD/CAM software, resolving user issues efficiently.
- Developed troubleshooting guides and documentation to streamline support processes.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Troubleshot technical issues and providing timely and effective solutions to ensure customer satisfaction.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Collaborated with engineering teams to identify and address product-related challenges.
- Managed multiple concurrent support cases with precision and focus, resulting in a high rate of case closure within target timelines.
Technical Account Manager
Secon Cyber
01.2020 - 10.2024
- Managed technical account relationships, ensuring customer satisfaction and retention.
- Managed multiple accounts simultaneously, maintaining high levels of organization and prioritization.
- Facilitated the onboarding process for new clients, ensuring a seamless transition.
- Collaborated with cross-functional teams to address client needs and optimize service delivery.
- Served as a liaison between clients and internal teams to ensure smooth project execution and delivery.
- Configured and modified product systems to meet customer-specific needs.
- Managed incident response activities using in-house SIEM tool through Microsoft Azure Sentinel, effectively containing threats and minimizing damage to systems and data.
- Provided training sessions and materials to help clients understand and effectively use the product.
- Developed strong relationships with key clients, ensuring their needs were met and fostering long-term partnerships.
- Utilized data analytics tools to monitor account performance, identifying trends and making informed recommendations.
- Assisted customers in troubleshooting product issues and provided timely technical support.
- Responded to client queries via email, phone, or chat.
- Collaborated with sales, SOC, and development teams to enhance client experience.
- Led and assigned tasks to SOC team members based on their strengths and project needs.
- Conducted training sessions to improve team skills and knowledge of best practices.
- Facilitated communication between SOC team members, stakeholders, and other departments.
- Addressed technical challenges and roadblocks encountered by the team.
- Escalated issues to upper management or cross-functional teams as needed.
- Conducted regular 1-on-1 meetings with team members to discuss performance and career goals.
Security Engineer
Secon Cyber
09.2015 - 12.2019
- Managed incident response activities using in-house SIEM tool through Microsoft Azure Sentinel, effectively containing threats and minimizing damage to systems and data.
- Reviewed logs regularly to detect suspicious activity patterns before they escalate into full-blown incidents, enabling rapid response efforts when necessary.
- Optimized existing security tools by configuring custom rulesets tailored to the organization's specific needs, enhancing threat detection capabilities by 15%.
- Provided customer service while responding to phone and online requests for technical support.
- Reported to the Service Delivery Manager and provides service delivery report, analysis, interpretation and continual improvement plan regularly.
- Created and maintain technical documentation to ensure efficient planning and execution in service operation.
Technical Manager
Trend Micro, Inc.
03.2014 - 09.2015
- Managed both the technical support and business needs of clients, achieving high satisfaction and annual renewal of service.
- Implemented and managed programs/projects to improve account management processes, sales opportunities, and PSP account growth, resulting in an 85% improvement in project execution efficiency.
- Delivered technical updates, hot issues, and roadmap presentations to customers regularly, enhancing client satisfaction by 15%.
- Provided pro-active support to customers on all Trend products and related technologies.
- Created & updated technical processes, FAQs and encourage in knowledge sharing with other support members & account contacts.
Team Manager
Stream Global Services (eTelecare Global Solutions)
05.2007 - 03.2014
- Led and developed Support Professionals, fostering their growth through effective coaching and communication, promoting teamwork and cooperation.
- Ensured compliance with company policies and industry regulations, overseeing daily operations and staff adherence to guidelines.
- Boosted employee satisfaction by 20% through regular performance reviews, constructive feedback, and personal development plans.
- Administered quarterly reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures which increased quality of work and employee motivation.
- Administered and manage payroll in accordance with company policy and procedures.
- Implemented all disciplinary actions, up to and including termination, in accordance with company policy and ensure consistency.
Technical Support Representative
Stream Global Services (eTelecare Global Solutions)
09.2003 - 05.2007
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions, improving customer satisfaction by 10%.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience and reducing issue resolution time by 10%.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism, resulting in a 15% increase in first-call resolution rates.
- Used ticketing systems to manage and process support actions and requests.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Mentored new team members on company protocols and best practices for delivering exceptional technical support services.
- Generated reports to track performance and analyze trends.
Education
Bachelor of Science - Information Technology
AMA Computer University
East Rizal Campus04.2004
Skills
- Technical support
- Technical troubleshooting
- Problem-solving
- Application support
- Technical documentation
- Software installation
- Root-cause analysis
- Customer success management
- Remote support
- Issue research
- Process improvement
- Security Information and Event Management (SIEM)
- Cyber Security
- Computer security
- Continuous improvement
- Team Management
- Ticket Management
- Vulnerability Management
- Project Management
- Internet Security
- Microsoft Azure
- Quality Assurance
- Customer Service skills
- Technical Support skills
- Problem Solving skills
- Active Listening
- Teamwork and Collaboration
- Effective Communication
Certification
- Microsoft Certified: Azure Security Engineer Associate - Microsoft
- Microsoft Certified Professional - Microsoft
- Information Technology Infrastructure Library (ITIL) certified
- Check Point Security Engineer (CCSE) - Check Point Software
- Check Point Certified Security Administrator (CCSA) - Check Point Software
- Administering Windows Server 2012 R2 - Microsoft
- Installing and Configuring Windows Server 2012 - Microsoft
- Fundamental Malware Awareness Training - Trend Micro
- Trend Micro Technical Sales Training for Control Manager 6.0 - Trend Micro
- Trend Micro Technical Sales Training for Officescan 11.0 - Trend Micro
- Zscaler Certified Cloud Administrator - Zscaler
Timeline
Technical Support Engineer
LevelUp CADCAM
04.2025 - 11.2025
Technical Account Manager
Secon Cyber
01.2020 - 10.2024
Security Engineer
Secon Cyber
09.2015 - 12.2019
Technical Manager
Trend Micro, Inc.
03.2014 - 09.2015
Team Manager
Stream Global Services (eTelecare Global Solutions)
05.2007 - 03.2014
Technical Support Representative
Stream Global Services (eTelecare Global Solutions)
09.2003 - 05.2007
Bachelor of Science - Information Technology
AMA Computer University