I'm John Kearney Yap — a support engineer specializing in endpoint and email security, most recently at Trend Micro. From first log pull to root-cause analysis to RD escalation, I owned cases end-to-end across five product lines — and closed every one of them with a 100% CSAT.
Technical Support Engineer · Philippines · Cybersecurity
Every case owned to root cause.
CAREER HIGHLIGHTS ----------
Customer satisfaction
100%
All-time CSAT rating across every case I closed at Trend Micro — no exceptions.
RCA → RD escalation
RCA→Fix
I ran root-cause analysis myself and escalated confirmed product bugs to RD — several shipped as official hotfixes, validated in my own lab before customer rollout.
Scope
5 product lines
End-to-end case ownership across WFBS, TMES/CEGP, Vision One, Cloud App Security/CECP, and Apex One.
Foundation
President's Lister · BSIT, Ateneo de Davao
Graduated with honors; presented my Python capstone Dyscape at CHEDx Davao 2025. Backed by Cisco CyberOps, CCNA, and Trend Micro Apex One certifications.
EXPERIENCE ----------------- -
DevOps Platform Support Engineer · Trend Micro
Maintained 100% CSAT (all-time) across all handled support cases, reflecting consistent resolution quality and professional customer communication.
Delivered technical support for enterprise customers on endpoint protection, email security, and cloud collaboration security platforms — owning cases end-to-end from installation and configuration through incident resolution and RD escalation.
Performed in-depth log analysis and diagnostics to identify root causes of endpoint agent failures, update errors, and security policy misconfigurations.
Investigated and resolved Data Loss Prevention (DLP) incidents involving sensitive data classification, quarantine analysis, and HIPAA/PHI compliance policy tuning.
Troubleshot email security issues including DMARC/SPF/DKIM enforcement failures, spam filter bypass, and mail-flow disruptions across hybrid Exchange and Exchange Online environments.
Supported cloud identity and access management: Azure AD / Entra ID role assignments, Exchange Online policy configuration, and Teams application registration.
Diagnosed network-layer issues including URL/web reputation filtering failures, DNS misclassification, and browser extension conflicts via registry analysis.
Assisted customers with cloud security onboarding, license provisioning, and migration from on-premises infrastructure to cloud environments.
Trained in intermediate networking, Windows Server/Client administration, AWS/Azure cloud fundamentals, and log monitoring through an internal engineering development program.
2025 — 2026
Pasig City, PH
Jan — Apr 2025
Davao City, PH
Android Developer (OJT) · Jairosoft Inc.
Built a production Timesheet application using Kotlin and Jetpack Compose with Retrofit API integration, session state management, and Google Maps geolocation tracking (514 hours logged).
Participated in the full Agile/Scrum cycle: sprint planning, daily standups, retrospectives, and iterative UI/UX improvements.
2025
Davao City, PH
Telecom Permit Coordinator (Freelance) · Trigva / Independent
Coordinated government and local authority permit acquisition for cable infrastructure installation across Davao City, serving as local liaison between regulatory offices and an international engineering team.
Jun — Jul 2024
Singapore
Data Entry & IT Support Intern · Miang Jiang Craftsman
Structured and maintained client, inventory, and design data in Excel; performed desktop and laptop troubleshooting for office staff.