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
Technical Analysis
Customer service expert
Technical issues analysis
Technical documents comprehension
Implementing security programs
Developing security plans
Critical thinking skills
Deductive reasoning skills
Interpersonal Communication
Multitasking Abilities
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)