Joshua Jeremy Delos Reyes

• Oversaw and evaluated case submissions, ensuring efficient triage and accurate dispatch to the appropriate Case Engineers for timely resolution.
• Spearheaded team discussions to identify and implement process enhancements, driving improvements in workflow efficiency and operational effectiveness.
• Maintained solution quality by validating Case Engineer outputs and mentoring new team members to uphold high standards of service and technical excellence.
• Contributed to the development of an AI-driven automation initiative designed to streamline the analysis of malware detection logs, improving operational efficiency and accelerating investigative workflows.
• Leveraged AI technologies in daily case handling and malware investigations to enhance threat analysis, decision-making, and solution delivery.
• Trained and onboarded three newly hired engineers in operational workflows, customer case management, and the application of advanced malware analysis techniques within security operations.

• Managed high-priority customer cases related to infection concerns, false positives, and malware analysis, achieving timely resolutions that upheld high customer satisfaction.

• Designed and deployed malware detection patterns using Trend Micro’s Virus Scan API (VSAPI), enhancing threat detection capabilities for both individual and multiple threats.

• Conducted in-depth analysis and classification of URL submissions, effectively categorizing and flagging malicious URLs for blocking across Trend Micro products.

• Expanded responsibilities to include managing bulk cases for Web Reputation and Email Reputation services, delivering comprehensive solutions to customers and ensuring alignment with security best practices.
• Successfully handled a broader scope across multiple reputation services within strict SLAs, consistently achieving operational excellence and timely case resolution.
• Maintained high-quality detection and reputation updates across diverse threat vectors by leveraging AI-driven investigation techniques, ensuring accuracy and effectiveness in threat mitigation.

• Specialized in delivering file-based detections for customer-submitted samples, ensuring accurate and timely threat identification.
• Provided tailored detection updates on a case-by-case basis by leveraging advanced file reputation services to strengthen product security.
• Ensured contextual precision for every detection, aligning with customer requirements and maintaining the integrity of threat intelligence.

• Completed a total of intensive 8-month malware analysis training program, specializing in advanced techniques for file, email, and URL/website analysis to identify and mitigate security threats.

• Organized and facilitated collaborative study sessions, guiding peers to overcome challenges and enhance understanding of complex malware detection concepts.

• Graduated as top performer in program, showcasing strong analytical skills and deep expertise in malware threat detection and mitigation strategies.