Summary
Overview
Work History
Education
Skills
Certification
Timeline
Awards
Awards
Generic

SHEENA MAE NACURAY

Cybersecurity Engineer
Mandaluyong City

Summary

Experienced IT Security Engineer adapts freely to diverse situations and changing demands. Well-versed in security operations, handling complex issues specializing in technical support, account management and dedication to see issues through to end. Over 7 years experience in cybersecurity.

Overview

7
7
years of professional experience
5
5
years of post-secondary education
2
2
Certificates

Work History

L2 Support Engineer

Yondu, Inc.
Taguig City
07.2022 - Current
  • Act as second-level support to queries and issues using available knowledge base in accordance with incident management and request fulfillment process.
  • Ensure that service incidents are acknowledged, escalated, and resolved according to Service Level Agreement (SLA).
  • Take ownership of projects, incidents and recovery cases. Follow up on status of problems and communicates progress in a timely manner.
  • Perform deep dive on incidents, conducts investigations, and provides recommendations to remediate incidents in performing Managed Detection and Response.
  • Perform whitelisting, blacklisting, generates, and implements Firewall rule sets following existing Service Request and Change Management Process.
  • Perform Malware, Packet Analysis and conduct Open-source Intelligence (OSINT).
  • Gather necessary information with regards to Threat Intelligence and perform Threat Hunting.
  • Generate reports as requested by customers and ensure that information needed is readily available at requested time.
  • Perform Vulnerability Assessment analysis and present confidential reports to appropriate recipients.

L2 Incident Responder

Yondu, Inc.
Taguig City
01.2022 - 07.2022
  • Monitors, assess, tests, and analyze designed to identify and correct potential security breaches.
  • Creates security plans, policies, protocols, and training that prepare organizations to respond efficiently and effectively to incidents.
  • Effectively oversees systems and applications for any suspicious activity.
  • Provides well-composed incident reports to proper management team members.
  • Collaborates with other SOC team members.

Customer Service Engineer

Trend Micro Inc.
Pasig City
03.2020 - 01.2022
  • Point of Contact for Complete User Protection (Endpoint and Servers) customers.
  • Manages diverse and complex scope of support issues for Global Enterprise and PSP customers related to use, support, compatibility, and implementation of Trend Micro products and solutions.
  • Take ownership of projects, incidents, and recovery cases.
  • Work closely with DevOps, Technical Account Managers, Field Engineers and Sales Engineers
  • Work in fast-paced environment under minimum supervision to support deployment, integration, and administration of Trend Micro’s endpoint solution within client’s complex infrastructure.
  • Collaborate with service engineering teams or product developers to provide solutions to complex technical issues.

Triage Customer Service Engineer

Trend Micro Inc.
Pasig City
08.2018 - 03.2020
  • First point of contact for incoming issues and triage using standard processes.
  • Ensure SLAs are being met on open tickets and escalate as required.
  • Update clients as necessary regarding their open tickets.
  • Follow Escalation Matrix for identified Priority 1 "P1" tickets.
  • Complete transitions by providing thorough endorsement to our Off-hours.
  • Team or Engineers for respective Trend Micro Enterprise products.

L2 Engineer

Trend Micro Inc.
Pasig City
05.2018 - 08.2018
  • Provided second-level technical support, troubleshooting, and consulting to customers and partners.
  • Worked closely with internal stakeholders, and developers to determine planning and implementation on product release.
  • Monitored and tested Trend Micro Consumer products and collaborate with developers on solution implementation.

VOC Analyst

Trend Micro Inc.
Pasig City
01.2018 - 05.2018
  • Worked with the Implementations Team in developing project plans for prioritized initiatives.
  • Generated new business leads through direct customer engagement, deploying inbound and outbound marketing tactics, and developing and optimizing informative content.

Cloud Security Engineer

Trend Micro Inc.
Pasig City
12.2015 - 01.2018
  • Provided documentation on product usage and first-level troubleshooting of processes.
  • Diagnose and troubleshoot Windows and Mac computers for possible malware infection and product-related issues.
  • Research and deliver awareness, information, and solution for new variants of Malware submitted to Malware Elite Group.
  • Monitor and scrub monthly ransomware cases, provide recommendations, and identify opportunities.
  • Implemented network security equipment and antivirus software.

Customer Service Agent

Sykes Asia Inc.
Quezon City
06.2015 - 12.2015
  • Review, make decisions, and take appropriate action regarding abuse reports based upon guidelines and documentation outline of the Yahoo community standard
  • Compose FAQs and upload in the account's Help page
  • Maintained and encouraged customer loyalty through a courteous and efficient resolution of disputes, complaints, and discrepancies
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
  • Improved customer satisfaction ratings by addressing issues and fostering timely resolution.

Education

Bachelor of Science - Computer Engineering

STI College
Kalibo, Aklan
06.2010 - 04.2015

Skills

Web Security

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Certification

CompTIA Security+ ce Certification

Timeline

L2 Support Engineer

Yondu, Inc.
07.2022 - Current

CompTIA Security+ ce Certification

06-2022

L2 Incident Responder

Yondu, Inc.
01.2022 - 07.2022

Apex One Certified Professional

04-2020

Customer Service Engineer

Trend Micro Inc.
03.2020 - 01.2022

Triage Customer Service Engineer

Trend Micro Inc.
08.2018 - 03.2020

L2 Engineer

Trend Micro Inc.
05.2018 - 08.2018

VOC Analyst

Trend Micro Inc.
01.2018 - 05.2018

Cloud Security Engineer

Trend Micro Inc.
12.2015 - 01.2018

Customer Service Agent

Sykes Asia Inc.
06.2015 - 12.2015

Bachelor of Science - Computer Engineering

STI College
06.2010 - 04.2015

Awards

  • Outstanding CSE for Triage, 2019
  • Employee of the Quarter (Q2, 2021)

Awards

  • Outstanding CSE for Triage, 2019
  • Employee of the Quarter (Q2, 2021)
SHEENA MAE NACURAYCybersecurity Engineer