Experience

ANTlabs

• Singapore
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Service Manager

  • Jan 2023 - Jul 2023

  Philippines -Ensure proper shift scheduling for the service desk team on a 24x7 basis -Provide direction and communication to team members for timely and efficient handling of customer service requests -Evaluate processes and suggest improvements to enhance efficiency and service to external customers -Provide regular performance feedback and coaching to team members, and administer performance reviews -Support team members experiencing work or personal problems and ensure they have the… Show more -Ensure proper shift scheduling for the service desk team on a 24x7 basis -Provide direction and communication to team members for timely and efficient handling of customer service requests -Evaluate processes and suggest improvements to enhance efficiency and service to external customers -Provide regular performance feedback and coaching to team members, and administer performance reviews -Support team members experiencing work or personal problems and ensure they have the necessary resources and training to perform competently. Show less



IBM

• IT Services and IT Consulting
• 1 - 100 Employee

• First Line Manager / PeM

  • Jun 2017 - Jan 2021

  Philippines -Develop and implement staffing plans, including recruitment and hiring processes. -Guide and mentor employees to align with policies and procedures, providing career development opportunities. -Foster a positive and inclusive team culture, promoting collaboration, conflict resolution, and diversity appreciation. -Implement performance management processes, including goal setting, feedback, and support for employee development. -Manage employee work schedules, communicate… Show more -Develop and implement staffing plans, including recruitment and hiring processes. -Guide and mentor employees to align with policies and procedures, providing career development opportunities. -Foster a positive and inclusive team culture, promoting collaboration, conflict resolution, and diversity appreciation. -Implement performance management processes, including goal setting, feedback, and support for employee development. -Manage employee work schedules, communicate effectively, and provide feedback through recognition and disciplinary action as needed.

• First Line Manager / PeM / Technical Manager

  • Jun 2017 - Jan 2021

  NCR - National Capital Region, Philippines -Serve as Point of Contact and Project Office Coordinator for multiple projects, overseeing asset management and security compliance. -Perform account creation and access approval for new hires. -Act as a member of the Emergency Management Team, addressing faults within company systems. -Guide team members in software design and implementation, evaluating company platforms and networks for improvements. -Perform managerial tasks, acting as a liaison between clients and upper… Show more -Serve as Point of Contact and Project Office Coordinator for multiple projects, overseeing asset management and security compliance. -Perform account creation and access approval for new hires. -Act as a member of the Emergency Management Team, addressing faults within company systems. -Guide team members in software design and implementation, evaluating company platforms and networks for improvements. -Perform managerial tasks, acting as a liaison between clients and upper management, ensuring procedures are documented, and handling employee reviews and workload distribution.

• Remote Technical Support (Technical Team Lead)

  • Dec 2012 - Jun 2017

  NCR - National Capital Region, Philippines -Review and sign DOUs for Grant organization creation, handle expiring Grant accounts, and serve as a member of IBM SWAT. -Create notifications for clients, manage user accounts, and ensure system security and documentation. -Analyze system logs, perform routine audits, and ensure network infrastructure is functioning correctly. -Review operating systems and develop new Windows-based applications to optimize operations. -Perform webmail testing, assist with provisioning new clients,… Show more -Review and sign DOUs for Grant organization creation, handle expiring Grant accounts, and serve as a member of IBM SWAT. -Create notifications for clients, manage user accounts, and ensure system security and documentation. -Analyze system logs, perform routine audits, and ensure network infrastructure is functioning correctly. -Review operating systems and develop new Windows-based applications to optimize operations. -Perform webmail testing, assist with provisioning new clients, and provide on-call support for severity 1 issues during weekends.

• IT Specialist

  • Dec 2012 - Jun 2017

  NCR - National Capital Region, Philippines -Design, implement, and maintain computer networks and systems, including security measures. -Troubleshoot and resolve technical issues with computer systems, networks, and software. -Manage user accounts, permissions, and access to computer systems and networks. -Monitor system performance and security threats, and create backups and disaster recovery plans. -Collaborate with other teams to align IT initiatives with business goals and recommend new technologies to improve IT… Show more -Design, implement, and maintain computer networks and systems, including security measures. -Troubleshoot and resolve technical issues with computer systems, networks, and software. -Manage user accounts, permissions, and access to computer systems and networks. -Monitor system performance and security threats, and create backups and disaster recovery plans. -Collaborate with other teams to align IT initiatives with business goals and recommend new technologies to improve IT infrastructure.

• Client Service Group Representative

  • 2012 - 2013

  NCR - National Capital Region, Philippines - Manage IBM clients who are using IBM SmartCloud for Social Business



Select Software Solutions

• IT Services and IT Consulting
• 1 - 100 Employee

• IT Software (Application) Support

  • Mar 2012 - Sep 2012

  NCR - National Capital Region, Philippines -Manage support requests for Telco software applications via various communication channels and assign tasks to relevant team members. -Extract and analyze data from relational databases using MSAccess/SQL for diagnostic purposes. -Maintain Excel spreadsheets and report metrics to offshore management. -Diagnose Telco billing queries and ensure accurate pricing structures in the database. -Coordinate with senior executives, conduct quality assurance reviews, and manage bulk Telco… Show more -Manage support requests for Telco software applications via various communication channels and assign tasks to relevant team members. -Extract and analyze data from relational databases using MSAccess/SQL for diagnostic purposes. -Maintain Excel spreadsheets and report metrics to offshore management. -Diagnose Telco billing queries and ensure accurate pricing structures in the database. -Coordinate with senior executives, conduct quality assurance reviews, and manage bulk Telco processes while ensuring timely completion. Show less



Citibank

• Banking
• 700 & Above Employee

• Service Desk Specialist / Trainer

  • Apr 2011 - Mar 2012

  NCR - National Capital Region, Philippines -Serve as a Subject Matter Expert, providing guidance and support to newly hired service desk analysts. -Deliver on-the-job training to newly hired service desk analysts to ensure comprehensive knowledge transfer. -Receive and respond to inbound calls, providing technical support for desktop and email issues, and leveraging remote access and Blackberry support as needed. -Address requests promptly and professionally, following up with clients via email, outbound calls, or designated… Show more -Serve as a Subject Matter Expert, providing guidance and support to newly hired service desk analysts. -Deliver on-the-job training to newly hired service desk analysts to ensure comprehensive knowledge transfer. -Receive and respond to inbound calls, providing technical support for desktop and email issues, and leveraging remote access and Blackberry support as needed. -Address requests promptly and professionally, following up with clients via email, outbound calls, or designated tools. -Take ownership of request tickets, ensuring timely resolution and closure within specified deadlines. -Escalate and promptly address any issues requiring additional attention or expertise, ensuring client satisfaction and timely resolution. -Provide remote access and Blackberry technical support to ensure optimal performance of client systems. -Perform regular trouble ticket scrubbing to ensure accuracy and completeness, continuously improving processes and minimizing error rates. Show less

• Customer Care Support Specialist

  • Jul 2009 - Apr 2011

  NCR - National Capital Region, Philippines - Handle incoming calls for TV-related issues, including billing, technical, and activation inquiries - Serve as POC for attendance and metric tracking, including AHT and customer satisfaction surveys - Provide guidance and support to team members in the absence of the team lead - Conduct refresher courses for colleagues on an as-needed basis



Teleperformance

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Support Representative (Verizon)

  • Feb 2009 - Apr 2009

  NCR - National Capital Region, Philippines -Provide technical support to clients experiencing computer and internet-related issues. -Troubleshoot and resolve issues with routers, internet connections, computer hardware and software, and antivirus programs. -Conduct periodic checks of the central hub to identify and address any widespread issues reported by clients. -Ensure prompt and effective assistance to individual client concerns. -Maintain stable and reliable systems to ensure uninterrupted access to services.



TeleTech

• Denmark
• Appliances, Electrical, and Electronics Manufacturing

• Technical Support Representative (SKY UK)

  • Jul 2007 - Oct 2008

  Region IVA - Calabarzon, Philippines -Handling calls with internet problems and also doing some basic troubleshooting with the client. -Make sure every client no matter what the issue/relation internet problem is resolved. -Appointed POC (Point of Contact) for my Team -Handle some refresher courses for my colleague.



San Antonio General Hospital

• System Administrator

  • Nov 2007 - Feb 2008

  Region IVA - Calabarzon, Philippines -Design and engineer solutions for project and operational needs, and maintain system standards. -Install and configure servers, hardware, peripherals, and applications, and develop and maintain installation procedures. -Monitor system performance, security, backups, and conduct regular maintenance and upgrades. -Provide Tier III support and troubleshoot issues, and coordinate with impacted parties in case of hardware or software failures. -Generate performance reports to support… Show more -Design and engineer solutions for project and operational needs, and maintain system standards. -Install and configure servers, hardware, peripherals, and applications, and develop and maintain installation procedures. -Monitor system performance, security, backups, and conduct regular maintenance and upgrades. -Provide Tier III support and troubleshoot issues, and coordinate with impacted parties in case of hardware or software failures. -Generate performance reports to support capacity planning and recommend innovative approaches to improve system administration tasks. Show less



First Asia Institute of Technology and Humanity

• Computer Teacher and Computer Laboratory Facilitator

  • Aug 2006 - Apr 2007

  Region IVA - Calabarzon, Philippines -Handles students from 1st Year to 3rd Year of high school. -I teach computer subjects (fundamentals of computer, Basic Programming using Visual Basic, Microsoft Office like Word, Access, PowerPoint, and Basic Flash using available tools e.g. SWISH). -Handles some of the computer events. -Facilitate the computer laboratory. -Raise a ticket to the IT department if there is a problem with computers in the high school department.



System Technology Institute

• China
• Software Development

• IT Instructor and Thesis Programming Adviser

  • May 2005 - May 2006

  Region IVA - Calabarzon, Philippines -Handles students from 3rd Year to 4th Year College. -I teach advanced computer subjects (Basic and Advance Visual Basic, Microsoft Office, Database Normalization, Basic Networking, and Basic to Advance HTML Programming) -Thesis Advisor for 2nd Year and 4th Year students taking Diploma in Information Technology and Bachelor of Science and Information Technology. -I am also a part of the Laboratory Facilitator of the school.



CNF Southern Sales Corporation

• Software Programmer

  • Feb 2005 - Mar 2005

  Region IVA - Calabarzon, Philippines -Design, develop, and maintain software applications to meet user requirements. -Write, test, debug, and troubleshoot code using various programming languages and frameworks. -Collaborate with team members to implement and maintain software features and functionality. -Perform testing and quality assurance to ensure the software meets requirements and document software code. -Continuously update and improve the software, and integrate it with the -IT infrastructure, and stay… Show more -Design, develop, and maintain software applications to meet user requirements. -Write, test, debug, and troubleshoot code using various programming languages and frameworks. -Collaborate with team members to implement and maintain software features and functionality. -Perform testing and quality assurance to ensure the software meets requirements and document software code. -Continuously update and improve the software, and integrate it with the -IT infrastructure, and stay up-to-date with the latest software development trends and technologies. Show less