International Contractor

• Jul 2023 - Present

Service Delivery Manager

• Sep 2020 - Jun 2023

Oversees and manages a team of technical support engineers. This includes recruitment, setting of work and performance standards, career development, and counseling. Act as an official representative of NOC on meetings, business discussions, and other activities. Ensuring all operations instructions are followed and operations records are kept in an organized manner. Identify process gaps, facilitate and implement improvement, innovation, and automation. Oversee, assess, plan and schedule all major activities involving NOC. Communication with support team and vendors for technical problem resolution. Engages engineers to perform work that achieves KPI and or SLA. Works in conjunction with Event Reduction strategy (and SIP) driving solutions to have all unnecessary and inaccurate alerts removed. Drives service restoration and resolution for escalated incidents. Show less

Senior Manager | Client Service Assurance

• Oct 2017 - Jul 2020

Responsible in managing the overall operations of an ITIL compliant 24x7 Global Service Desk and Network Operations Center handing request fulfillment, incident, problem, event, and change management efforts for an enterprise customerEnsure that contractual Service Level Agreements are met or exceeded, participate in monthly/quarterly business reviews and guarantee proper execution of set action plansDrive adherence and compliance with ISO 9001, ISO/IEC 27001 and ITIL standardsIdentify, facilitate and implement process improvement and innovation Conducts formal employee performance reviews, establish development plans and as appropriate, issues progressive correction action or performance improvement plansImplemented and Institutionalized several projects such as reduction of unnecessary (void) tickets, development and value enhancers for leads (DaVE), mean time to resolve (MTTR) improvement for APAC sites and reduction of escalations for high visibility issues. Show less

Vendor Management Consultant

• Dec 2015 - Sep 2017

Drive the overall performance of assigned vendor/partner centers for the consumer marketProvide direction and support to ensure that vendors are aligned with key prioritiesConducts performance review and engage the vendor to drive performance improvementTake appropriate steps to ensure vendors are compliant with security standardsAssess all functional execution, identify all gaps in performance, practice, and policyResponsible for setting up a new vendor site from the ground up as expansion to further increase capacity, received better matters award for this effort and the new site’s performance. Projects implemented include reduction of repeat calls to improve center first call resolution (FCR), reduction of escalation due to broken promises, and setting up of CX champions. Show less

Operations Manager

• Apr 2015 - Sep 2015

Manage the overall operations of the Customer Support line of business Ensure all performance metrics were met and performance gaps addressed Work with other department managers to resolve and address operational challenges Conducts analysis for optimizing team performance, volume forecasting and projections Identify gaps and provide coaching and feedback to team leads Manage the overall operations of the Customer Support line of business Ensure all performance metrics were met and performance gaps addressed Work with other department managers to resolve and address operational challenges Conducts analysis for optimizing team performance, volume forecasting and projections Identify gaps and provide coaching and feedback to team leads

Service Delivery Group Lead | Business Advisory Analyst

• Mar 2010 - Apr 2015

Manage multiple lines of business in Provisioning, Service Delivery, and Assurance Drives continuous improvement idea generation and innovation implementation Recognize Business Outcome Indicators to understand the key drivers Identify, facilitate and execute Process Improvement targeting efficiency Conduct Training focusing on Delivery Skills and Analytics for front-line and supervisors Projects implemented include reduction of line provisioning lead time for ISDN lines, migration of PSTN lines to fiber, FTE reduction due to process optimization and automation Show less

Technical Support Engineer | Tier 3

• Jun 2009 - Feb 2010

Coordinate with Network and Mobile Providers for service degradation, interruption, and outage Fulfill service requests and resolve issues regarding Servers and Mobile App operation Conduct beta-testing and performance testing for new device compatibility Coordinate with Network and Mobile Providers for service degradation, interruption, and outage Fulfill service requests and resolve issues regarding Servers and Mobile App operation Conduct beta-testing and performance testing for new device compatibility