With over 20 years of IT experience — including 16 years at Trend Micro Inc. — I specialize in two areas that employers consistently need: keeping enterprise customers successful and turning complex technical content into clear, useful material for global audiences.
On the customer success side, I managed PSP and enterprise accounts (500+ seats) across APAC, ANZ and EMEA, led product implementations, handled P1/P2 escalations, conducted business reviews, and served as ANZ Shift Lead. I know how to own an account, troubleshoot at depth, and keep customers satisfied long-term.
On the technical enablement side, I developed certification courseware, SCORM/xAPI e-learning modules using Articulate Rise 360 and Evolve, and administered Docebo LMS for 400,000+ global users. I also created user guides, onboarding materials, and troubleshooting documentation for cybersecurity and SaaS products.
I work best in structured, remote environments with clear deliverables — and I'm comfortable with AU or EU/UK time zones.
What I can help you with:
- Customer success, account management, and technical support for SaaS or cybersecurity products
- Technical writing, documentation, and knowledge base contributions
- E-learning development and LMS administration
- Project coordination using Jira, Confluence, and -----------
- AI-assisted content workflows
