Brief Introduction

Twenty-four (24) years in the field of Information Technology with experience on Digital Transformation and Modernization, IT infrastructure enterprise solutions, consultancy and architecture; managed outsourcing and subscription services; enterprise sales, product, partner, marketing, account, and project management; vendor alliance management and business & product development management; education and training. CAREER ACHIEVEMENT: • Cloud4C Solution Architected a total of USD5M+ worth of Managed Services contract for Managed SOC Services, Azure DRaaS, Azure, and Private Cloud Migration, Azure Migration Assessment, Threat Protection Workshops, Kubernetes on Private Cloud. • Delivered & Project Managed Cloud Deployment & Migration, Cloud Adoption & Migration, Security Assessments. • DXC Architected a signed 3-year contract worth AUD3M+ for Azure Migration and Managed Services for an Australian Government entity. • IBM Architected a total of USD20M+ worth of managed services contract on Cloud, Managed, Resiliency and Subscription Services, PH. • Awarded Sales Eminence for Four (4) Quarters, PH. • Awarded Green Dragon for Three (3) Quarters, PH. • Lenov Achieved Five (5) Quarters Sales Target, PH. • HP Signed USD1.5M Project Portfolio and Network Management Solutions. PROJECT MANAGEMENT / IMPLEMENTATION / DEPLOYMENT: • Cloud Migration to Azure, ICTSI RIO, 2023. • Supreme Court Migration to Azure, 2023. • Philippine Airlines, Security Assessment, 2021. LICENSE, CERTIFICATION, and ACCREDITATION: • Microsoft Certified: Azure Solutions Architect Expert (October 2023). • Google Cloud Certified Professional Cloud (February 2022). • Certified Digital Seller, Digital Marketing Institute. • Certified Business Continuity Institute (CBCI) Affiliate. • IBM Cloud Technical Sales. • Network Appliance Technical Sales Specialist. • VMWare Technical Sales Specialist. • EMC NAS Specialist. • Veritas Enterprise Presales Specialist. • Symantec (Veritas) Certified Professional for NetBackup v5.0, Windows. • IBM eServer xSeries Technical Specialist. • Microsoft Certified Professional. • IBM Tivoli and Lotus Sales Professional.

Skillset

• 20 years of relevant experience
• Microsoft Azure
• Google Cloud Platform
• SALES
• Csp
• Managed Services
• Solutions Architect
• Cloud Service Provider

Work Experience

Lead Senior Solutions Architect

Sep 2020 - Jan 2025

Education

• Degree: Bachelor

  Major: Duration: Oct 1994 - Oct 1997
  

Brief Introduction

Experienced IT Professional with more than 10 years work experience; ITIL V3 Foundation Certified, VLSS Green Belt Certified.

Skillset

• 6 years of relevant experience
• Data Mining
• Power Bi
• PowerApps
• Microsoft Office Powerpoint
• Root Cause Analysis
• Problem Management
• Employee Engagement
• KPIs
• Mentoring
• Onboarding
• NOC
• DS1
• Cisco Switches/Routers
• Microsoft Word
• Incident Management
• Major Incident Management
• Change Management
• Itil V3 Foundations Certified
• Itsm
• Lean Six Sigma Green Belt

Work Experience

SUPERVISOR IT OPERATIONS

Mar 2022 - Jan 2025



• Dexcom Philippines, Inc. ------- * Manages the day-to-day Integrated Operations Center (IOC) functions, to include scheduling and coordinating daily workload of IOC team. * Reviewing and assigning work orders/trouble tickets and assisting in the workflow of the IOC team. * Responsible for supervising employees of the IOC. * Utilizes the Incident Management process by assessing the situation and making sound decisions to resolve incident(s). * Assist with post-incident reviews, including coordination and assembly of the initial draft for root cause analysis documentation that will be used for Problem Management * Assess and ensure that incidents/alerts reported by IOC, are assigned to the proper support team * Primary Incident Manager for all incident priorities (P1/P2/P3/P4)
• Responsible for confirming the proper incident priority, verifying the initial incident description information, initiating the service restoration, and gathering the correct support resources to restore the affected service
• * Collaborates with respective Support Team to ensure that all Priority1 and 2 incidents are being worked on in an orderly manner
• Resolve High Severity Incidents within agreed Service Level
• * Responds to escalated incidents whilst on-call with the ability to report back on-site when required on mission-critical incidents
• * Escalates incidents to higher tier of support, management, other IT resources, third parties and/or vendors, as needed
• * Responsible for sending timely alerts and notifications regarding the status of an incident especially high severity issues
• * Generates weekly and monthly reports in the absence of the Infrastructure Manager
• * Ensures all systems/equipment in-scope of IOC are closely monitored using Dexcom's monitoring tools
• * Participates in on-call support rotation during weekends and holiday
• * Handles multiple tasks simultaneously under pressure during major and critical incidents
• * Performs other related tasks which may be assigned from time to time.

NOC SUPERVISOR

Mar 2020 - Mar 2022



• Verizon Communication Philippines, Inc. ------- * Responsible for the day-to-day Operations Management and Performance Management of Tier 1 and Tier 1.5 Network Operations Team * Ensure SLAs and performance objectives are met through strong ticket management practices * Daily management and professional development of the Tier 1 and Tier 1.5 NOC engineers who are focused on tasks such as resolution of service disruption, incident management, request for change or a wish to escalate resolution * Support and guide the team through Problem Management to detect root causes and mitigate against future events * Assist in formulating and implementing strategies to improve productivity and adhere to SLAs while ensuring ITIL standards are followed * Coach, motivate and promote employee engagement * Responsible for leading/championing all Company / HR policy and directives to ensure full compliance within the team * Perform any other task as required or communicated by Senior Leadership and Executives * Comply with ISO 9001 and ISO/IEC 27001 standards to meet certification requirements
• NOC - https://www.linkedin.com/vsearch/p?title=NOC+Team+Lead+-+jetBlue+Operations&trk=prof-exp-title TEAM LEAD - JETBLUE AIRWAYS CORPORATION (JUNE 2013-MARCH 2020) Verizon Communication Philippines, Inc. * Recruited to be the Team Lead of 15 Dedicated NOC Engineers for JetBlue Airlines client in a 24x7x365 support environment * Provides Crisis support for all events affecting JetBlue's ability to operate in the IT space
• This includes Managed Network Services, Managed Security, Managed Hosting, Voice, and Application support * Acting Lead Technical Engineer and consultant to solve complex issues that cannot be resolved by Level 1 NOC Engineers * Responsible in maintaining, updating and improving the internal processes * Manage the flow of day-to-day operations * Responsible for coaching, guiding and mentoring the individual contributors and direct rollups to meet KPI targets and organizational objectives * Distribute weekly KPI reports to rollups * Conduct interviews on internal and external candidates * Responsible for training new hires SERVICE - https://www.linkedin.com/vsearch/p?title=Service+Desk+Engineer+%28Shift+Lead%29&trk=prof-exp-title DESK ENGINEER - SHIFT LEAD (SEPTEMBER 2009-JUNE 2013) Verizon Communication Philippines, Inc. * Acted as Shift Lead for the Global Service Desk team supporting Nissan North America and JetBlue Airlines clients * Responsible for routing Incidents & Service Requests to the appropriate resolver and fulfillment teams
• * Participated on crisis bridge calls to quickly resolve major outages/incidents * Performed SLA ticket measurement analysis for incidents * Responsible for swiveling change orders that goes to the NOC and SOC teams * Performed Level 1 network triage for incident network related issues * Responsible for assigning and delegating team's daily task, ensuring that work load is properly distributed across the team * Provided After Hours Change Management Support for jetBlue Airlines customer * Responsible for mentoring, coaching, and assisting peers and co-workers * Created training documents, SOP, and progress report for new employees
• * Performed other duties and responsibilities such as, but not limited to managing and organizing team's schedule, attending high level executive calls and reporting to Senior Leadership as delegated

TELECOM TECHNICIAN

Dec 2008 - Sep 2009



• * Responsible for testing and troubleshooting different types of T1 circuits based on reactive incidents reported by customers * Responsible for engaging different resolver groups within the Company and Local Exchange Carriers (LEC) to facilitate quick resolution of incident based on ticket urgency and priority * Provided customers with timely update with regards to any incident reported * Fault isolation of trouble reported by Voice APAC customers by conducting test calls across APAC switches and implementing single number re-route to quickly resolve inbound and outbound voice call issue * Provided leadership role in guiding and assisting peers and co-workers with their assigned task/tickets

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Education

• Degree: Bachelor of Science

  Major: Duration: Jan 2002 - Jan 2007
  

  Degree: High School Diploma

  Major: Duration: Jan 1998 - Jan 2002
  

Brief Introduction

Results-driven and detail-oriented Data Engineering Analyst with a comprehensive background in Splunk system administration, data administration, and app development. Seeking a challenging position where I can leverage my expertise in monitoring, troubleshooting, and onboarding data from diverse systems and applications. Relevant Certifications: Splunk Enterprise Certified Architect Splunk Enterprise Certified Admin Splunk Enterprise Certified Power User Splunk Enterprise Certified User AWS Certified Cloud Practitioner

Skillset

• 5 years of relevant experience
• Splunk

Work Experience

Data Engineering Senior Analyst

Sep 2018 - Jan 2025




Survey Programmer

Mar 2018 - Aug 2018

Education

• Degree: Bachelor of Science in Electronics Engineering

  Major: Duration: Jun 2012 - Apr 2017
  

Brief Introduction

Dedicated and accomplished Senior Travel Specialist with an extensive background in handling diverse travel responsibilities for both leisure and corporate clientele. Proficient in utilizing industry-leading tools such as SABRE, Apollo, and Amadeus for efficient travel coordination. Adept at providing comprehensive customer care and consulting services, I am seeking a challenging position that allows me to contribute my expertise in optimizing travel experiences for clients while utilizing my organizational and interpersonal skills.

Skillset

• 8 years of relevant experience
• Phone Support
• Sabre
• Apollo
• Problem Resolution
• Worldspan
• Amadeus
• Negotiation
• Attention To Detail
• Corporate Travel
• Adaptability
• Leisure Travel
• Customer Service
• Customer-Focused
• Email Support
• Self-motivated
• Teamplayer
• English Communication
• Chat Support

Work Experience

Senior Travel Experience Specialist, Senior Travel Specialist handling

Feb 2021 - Oct 2023



• Serve as a Senior Travel Specialist managing domestic and international flight leisure travelers. Provide comprehensive assistance for travelers' needs, utilizing SABRE, Apollo, Amadeus, and other airline GDS tools. Facilitate hotel bookings and car reservations to ensure seamless travel experiences.

Corporate Senior Travel Counselor, Senior Travel Consultant handling

Jul 2017 - Jan 2021



• Work as a Senior Travel Consultant, specializing in North American corporate international business travelers. Provide comprehensive and quality customer care and consulting at all times. Handle airline bookings, hotel reservations, car rentals, rail/train trips, new bookings, and modifications using SABRE Airline GDS tool.

Corporate Senior Travel Consultant

Oct 2016 - Jul 2017



• Manage business travel plans for domestic and international flights, hotels, rail, car, and limo services. Responsible for handling changes, ticket modifications, and new bookings for all AMEX GBT business travelers worldwide. Utilize APOLLO Airline GDS tool for efficient management of travel arrangements.

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Education

• Degree: Bachelor of Science

  Major: Duration: Jun 2005 - Apr 2009
  

Brief Introduction

Skillset

• 8 years of relevant experience
• Asset Allocation
• Budgets & Budgeting
• Asset Utilisation
• Audit
• Business Operations
• Cost Effectiveness
• Cost Reduction
• Overall Equipment Effectiveness
• Performance Management
• Proactive
• KPIs
• Budgets & Budgeting > Within Budget
• CAPA
• Capital Expenditures
• Cost Management
• Internal Stakeholders
• Managerial Skills > Team Management
• Operational Expenditure
• Invoicing > Payment Of Invoices
• SLA

Work Experience

Country Facilties Manager

Apr 2023 - May 2023



• I have a proven track record of collabora&ng with senior leadership teams to successfully communicate, distribute cri&cal company informa&on, and procure goods and services to raise client sa&sfac&on
• I am a highly seasoned professional
• I consistently go above and beyond expecta&ons by mee&ng the Key Performance Indicators and Service Level Agreements specified in contracts
• Thanks to my excellent project management skills, I coordinate communica&ons with engineers and landlords, create work schedules, and ensure the success of projects
• I oversee the daily cleaning, HVAC, and landscaping with great aHen&on to detail
• I develop efficient informa&on systems, pay my bills on &me, oversee budgets, and support financial transparency
• I'm adept at managing teams, performing departmental chores, organizing first aid and fire evacua&on training, and overseeing technology upkeep and furniture purchases. Posi&on Summary I have a proven track record of collabora&ng with senior leadership teams to successfully communicate, distribute cri&cal company informa&on, and procure goods and services to raise client sa&sfac&on
• I am a highly seasoned professional
• I consistently go above and beyond expecta&ons by mee&ng the Key Performance Indicators and Service Level Agreements specified in contracts
• Thanks to my excellent project management skills, I coordinate communica&ons with engineers and landlords, create work schedules, and ensure the success of projects
• I oversee the daily cleaning, HVAC, and landscaping with great aHen&on to detail
• I develop efficient informa&on systems, pay my bills on &me, oversee budgets, and support financial transparency
• I'm adept at managing teams, performing departmental chores, organizing first aid and fire evacua&on training, and overseeing technology upkeep and furniture purchases. Func&onal Responsibili&es * Communication with Site Leadership team (Country Manager, HR, Finance Legal, IT, etc.). o Conduct regular meetings with stakeholders to ensure effective communication
• o Highlight: Achieve a 90% satisfaction rating from the Site Leadership team in communication effectiveness surveys
• * Preparation and distribution of Quarterly/Annual Business Review (QBR/ABR) information. o Create comprehensive reports to meet client satisfaction
• o Highlight: Ensure on-time delivery of QBR/ABR reports with a 95% accuracy rate. * Procurement of goods and services for client's needs. o Source and acquire resources while adhering to budgetary constraints. o Highlight: Achieve a 10% cost reduction in procurement expenditures through strategic sourcing initiatives. * Landlord relationship management and lease compliance. o Conduct regular meetings with the landlord to ensure lease terms are met. o Highlight: Maintain a 100% compliance rate with lease obligations and external maintenance requirements
• * Meeting KPIs and SLAs defined within the contract. o Monitor performance against agreed-upon metrics and take corrective actions if needed. o Highlight: Achieve a 95% SLA compliance rate and exceed KPI targets by 10% annually. * Project Management. o Successfully plan, execute, and deliver projects within scope, budget, and timeline. * Highlight: Complete 100% of projects on time and within budget, while maintaining a customer satisfaction rating of 90%. * Site Inspections and Technical Maintenance. o Conduct regular inspections and ensure timely maintenance of facility installations. o Highlight: Maintain a 95% uptime for critical systems and achieve a 90% satisfaction rating from internal stakeholders regarding facility maintenance. * OPEX and CAPEX financial tracking. o Track and manage operational and capital expenses to optimize budget allocation. o Highlight: Achieve a 5% reduction in OPEX expenses through effective cost management strategies. * Team management and development. o Lead and develop a team of receptionists and an Office Services Coordinator/Building Operations Coordinator. * Highlight: Improve team productivity by implementing training programs resulting in a 10% increase in employee engagement. * Safety compliance and official document management. o Update and maintain official safety documents and ensure compliance with regulations. o Highlight: Conduct successful safety audits with a 100% compliance rating from government authorities.

Facilities Manager

Dec 2018 - Apr 2023



• Take the ini&a&ve to assist on-site
• I oversee daily customer opera&ons for the designated loca&on or facility while working as a team
• Implement building methods and performance metrics as well, and ensure that they are always followed
• By suppor&ng best prac&ces and pu'ng in place more effec&ve procedures, I'll also enhance on-site opera&ons
• Encourage adherence to health and safety regula&ons and lead efforts to ensure the security of coworkers. Func&onal Responsibili&es * Service Level Management: o Achieve and maintain a service level agreement (SLA) compliance rate of 98% or higher, ensuring exceptional service delivery to clients
• * Implement process improvements to reduce response and resolution times by 20% compared to previous performance. * Asset Management: o Minimize asset downtime to less than 1% through proactive maintenance strategies and efficient repair processes. * Optimize asset utilization and increase overall equipment efficiency (OEE) by 15% within the first year. * Facility Inspections: o Conduct comprehensive facility inspections on a bi-weekly basis, ensuring 100% inspection coverage and timely resolution of any identified issues
• o Implement a preventive maintenance program that reduces the number of reactive maintenance requests by 30%. * Compliance Management: o Maintain strict compliance with all statutory, regulatory, and PEZA requirements, achieving a 100% compliance rating in annual audits
• * Develop and implement a robust compliance tracking system to proactively identify and address any compliance gaps. * Client Relationship Management: o Strengthen client relationships by organizing quarterly business review meetings and achieving a client satisfaction rating of 95% or higher. * Collaborate with clients to identify opportunities for service enhancements and cost-saving measures, resulting in 10% increase in client retention rate
• * Financial and Performance Tracking: o Achieve cost savings of 10% through effective management of facilities OPEX and CAPEX budgets, optimizing procurement processes, and negotiating favorable vendor contracts
• o Implement a comprehensive performance tracking system to monitor key metrics such as energy consumption, maintenance costs, and asset lifespan, aiming for a 15% improvement across all areas. * Real Estate Management: o Successfully complete 100% of real estate projects within agreed timelines and budgets, ensuring minimal disruption to business operations. * Identify and execute cost-effective opportunities for space optimization, achieving a space utilization increase of 20% within the first year. * Leadership and Performance Management: o Foster a high-performance culture by providing regular coaching, training, and development opportunities for team members, resulting in a 20% improvement in overall team productivity
• o Recognize and reward top performers, and implement performance improvement plans to address any underperformance issues promptly
• * These highlights showcase your determination to deliver exceptional results, optimize operational efficiency, exceed client expectations, and drive continuous improvement throughout the facilities management function.

Facilities Manager

Sep 2017 - Apr 2018



• Oversee fit-out and construc&on, renova&on, supply management, physical and transporta&on security, cafeteria management, and compliance with Safety, Health, and Environment
• Manage all medium to complex daily ac&vi&es of the facili&es team
• Engage with third-party vendors, such as security services, ground transporta&on, janitorial, and concessionaire
• Excellent technical / engineering abili&es, a background in security and cleaning services, and a wealth of knowledge of Safety, Health, and Environmental procedures and regula&ons
• I have func&onal control and authority over the budget and financial transac&ons
• By standardized asset and equipment management prac&ces, I hope to offer op&ons for cost-effec&veness and compe&&ve advantage. Roles and Responsibili&es: * Take the ini&a&ve in ensuring that corporate policies and procedures are followed. Makes certain that vendors are paid on schedule. * Assures that scheduled preven&ve maintenance is carried out on-site with equipment (such as A/C UPS, PACU, cri&cal equipment, etc.) in compliance with company regula&ons
• * Responds to maintenance emergencies promptly and ac&vely contributes to the development of emergency preparedness measures. * Project manage, oversee, and liaise with the vendors' employees. * Manage and oversee change ini&a&ves to ensure that core opera&ons are not significantly disrupted
• Planned, directed, and manage all of the site's basic func&onal func&ons, including mail delivery, security, maintenance, and cleaning. * Ensures facili&es sa&sfy security, health, and safety program standards and that equipment complies with legisla&on and contractual obliga&ons. * Plan the op&mal space alloca&on and u&liza&on, then reorganize the current space to suit. * Verifies that the contracted work has been sa&sfactorily done and follows up on any errors
• * Manage all mechanical, electrical, and other engineering-related site leads
• Asst
• Manager, Administra.on - July 22, 2016, to October 6, 2017 (Former Facili.es Management Supervisor) CONCENTRIX Services Corpora.on Maintain the site's physical infrastructure, including office furniture
• Regularly manages building/equipment crises and acts as a contact between staff members of the company and outside contractors called in to remedy issues
• Accountable for overseeing the administra&on of the site's regular services and procedures
• Ascertain that the loca&on offers its staff and their opera&ons the best possible working environment
• Daily facility opera&ons are completed, local stakeholders are managed, and corporate leaders are informed of the opera&on's overall status and service level
• Ensures a workplace that supports a secure and safe facility
• Roles and Responsibili&es: * General command and control on site * Vendor management for contracted services, goods, and supplies for facili&es * Procurement pertaining to Facili&es * Spend alloca&on, tracking, and monitoring * Asset Administra&on * Planning and management of space * Facili&es and invoice processing associated * Monitoring Technical Equipment repor&ng * Addi&onal consumables and auxiliary supplies for facili&es that may occasionally be required.

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Education

• Degree: Bachelors Degree

  Major: Duration: Jan 1998 - Jan 2003
  

  Degree:

  Major: Duration: Jan 1988 - Jan 1994
  

Brief Introduction

Dedicated IT professional with over a decade of experience in application packaging, software deployment, and technical support. My goal is to leverage my proficiency in creating and testing software packages, automating tasks, and ensuring seamless deployment processes. Seeking a challenging role where I can contribute my extensive knowledge and collaborate with a dynamic team to drive efficient application management and enhance end-user experiences.

Skillset

• 12 years of relevant experience
• Technical Documentation
• IT Infrastructure
• User Acceptance Testing
• PowerShell
• Python Programming
• Microsoft System Center Configuration Manager
• End Users
• VBScript
• InstallShield
• Functional Testing
• Google Chrome
• Microsoft Windows
• Microsoft Windows 10
• Microsoft Windows 2008 Server
• Microsoft Windows XP
• Server
• HP OpenView Configuration Management
• MicroStar International
• IBM SP2
• Microsoft Application Virtualization

Work Experience

Senior Desktop Engineer

Aug 2023 - Jan 2025



• Creates complex packages of new softwares and/or updates using AdminStudio based on organization's IT infrastructure - Creates packages for Autopilot ESP devices - Performs functional testing of software packages before User Acceptance Testing (UAT) - Performs script validation for packages created by the Desktop Engineering Team - Automates tasks with the use of VB script, Powershell or Python - Creates tools using Powershell or Python - Provides 3rd line of support for package-related problems - Provides additional support to Autopilot/Azure end-users - Serves as a consultant for Application Packaging - Mentors junior application packagers within the team - Implements and monitors deployment of software packages using SCCM and Intune to workstations

Desktop Engineer

May 2020 - Aug 2023



• (3 years 4 months) ------- - Creates of new software packages and/or updates using AdminStudio based on organization's IT infrastructure - Performs functional testing of software packages before User Acceptance Testing (UAT) - Automates tasks with the use of VB script, Powershell or Python - Creates tools using Powershell or Python - Provides 3rd line of support for package-related problems - Provides additional support to Autopilot/Azure end-users - Implements and monitors deployment of software packages using SCCM to workstations

Application Packager

Oct 2016 - May 2020



• (3 years 8 months) ------- - Performs analysis, review and assess application packaging requirements - Identifies problems or limitations of softwares with the existing operating systems prior to application packaging - Creates application packages using AdminStudio/InstallShield to simplify installation/uninstallation processes for end-users based on business requirements - Develops, maintain and deploy core softwares such as web browsers (Google Chrome, Internet Explorer, Mozilla Firefox) and Microsoft Office in a Windows environment - Automates tasks with the use of VB script and Powershell codes to meet business and system requirements - Follows existing or creates new functional testing protocols of packaged applications on several Windows Operating Systems (Windows XP, Windows 7, Windows 10, Windows Server 2003, Windows Server 2008 and Windows Server 2012) prior to deployment - Performs documentation of customizations and changes made during the packaging process - Maintains existing SOE configuration, provide minor updates or modify existing task sequences as required - Provides 2nd/3rd line of support in finding the root cause for package-related problems and provide possible solutions - Assists and monitors deployment of software packages using SCCM to workstations and/or servers

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Education

• Degree: Bachelor of Science

  Major: Duration: Jan 2005 - Jan 2010
  

Brief Introduction

•Knowledge in using system software such as Microsoft Word, Excel, and PowerPoint. •Arrange data using system software for clean and precise work. •Communicate using application software by writing and answering emails to customers and other businesses. •Trained and experienced proper process of communicating with customers via call and specific tools to track and validate the information.

Skillset

• 1 year of relevant experience
• MS Excel
• MS PowerPoint
• MS Word
• Email Management
• Phone Support
• Chat Support
• Communication Skills
• Critical Thinking
• Decision-making

Work Experience

Chat Support Representative

Nov 2022 - Aug 2023



• Providing assistance to customers in regards with their mobility and internet service. Set up other services such as payment arrangement, retention, appointment set up for internet service, and tracking of orders
• Coordinate with other department to consult an issue in order to address the problem and provide a much easier service and fair amount of tine of our customers.

Account Associate

Oct 2021 - Jan 2022



• Assisted customers with inquiries, payments, and order requests in a given time which resulted in a satisfied customer and provided great feedback regarding the service
• Tracked, set up, and updated closed customer accounts in a computer system for more secured validation of information
• Discovered other possible solutions to an extent by consulting with outside parties which made it easy to resolve customers' concerns.

Back Office Support

Aug 2021 - Oct 2021



• Used critical thinking to breakdown problems, evaluate solutions and make decisions. Demonstrated respect, friendliness, and willingness to help whatever needed. Improved operations through consistent hard work and dedication.

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Education

• Degree: Bachelor

  Major: Duration: Jul 2019 - Nov 2019
  

Brief Introduction

Highly motivated and experienced IT professional seeking a challenging position in the field of Information Technology. Offering a strong technical background, excellent problem-solving skills, and a passion for leveraging technology to drive business success.

Skillset

• 5 years of relevant experience
• Google Workspace
• Active Directory Experience
• Server Management
• Office 365
• Fortigate
• Cisco Meraki
• Connectwise

Work Experience

Computer Support Specialist - Snr IT

Sep 2018 - Jan 2025

Education

• Degree: Bachelor of Science in Industrial Technology major in Computer Technology

  Major: Duration: Jun 2011 - Mar 2015
  

Brief Introduction

To secure a challenging position in a reputable organization to expand my learnings, knowledge, and skills.

Skillset

• 8 years of relevant experience
• Monthly Closing > Month End Reporting
• Positive Attitude
• Self-motivated
• Staffing
• Microsoft Excel
• Microsoft Office
• Microsoft PowerPoint
• Microsoft Word
• English
• Tagalog > Filipino

Work Experience

Forecasting Analyst, Data/Reporting Analyst

Nov 2021 - Jan 2025



• * Responsible in building Operations daily/weekly/monthly reporting * Responsible in building Project based reports Nearsol

Verint Support Specialist

Aug 2021 - Nov 2021



• * Reviews and analyzes technical problems and functionality of Verint and the integrated external applications. * Determines best course of action to resolve technical problems and inquiry. * Responsible in maintaining Verint User License; Imports and Terminates Verint user
• * Communicates and escalates technical problems of external applications to the designated support. * Provides internal trainings and sessions to guide users on product usage. * Develops and improves product knowledge, in order to provide accurate technical resolution
• Qualfon

Scheduling Analyst

Dec 2018 - Aug 2021



• * Creating a net and gross requirement for each of the workflows based on information collected from capacity plans, forecast files and other by the WFM Planner provided documentation * Reviewing and processing requests from operations for activities, time off and exceptions into the schedules, based on provided guidelines, capacity and regulations * Creating employee schedules with the automated WFM tool used for the specific accounts * Control if all special characteristics and requests for the schedule are processed correct by the system or during the fine tuning of the schedule, also in accordance with labor laws and other guidelines or standard procedures * Complete the Standard Work Instruction for Schedulers and assure the log file and other checklists are completed prior to handing over the schedule to WFM Intraday Management * Create and maintain schedule bids or other scheduling automated methodologies * Actively participate and provide suggestions and solutions during schedule approach review * Maintain and adjust agent configuration in the WFM tool used for the accounts a schedule is provided to Qualfon

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Education

• Degree: Bachelor of Science

  Major: Duration: Jan 2012 - Jan 2013
  

  Degree: B.S.

  Major: Duration: Jan 2009 - Jan 2011
  

Brief Introduction

To be a part of a dynamic team and contribute my humble capabilities through competent hard work for the good of the company.

Skillset

• 16 years of relevant experience
• Bookkeeping
• Zendesk
• Oracle
• Customer Relationship Management
• Microsoft Office
• Vonage
• Weekly Reports
• Salesforce
• Computer Literacy
• Microsoft Office Tools
• Process Escalated Issues
• Team Management
• Training New Agents

Work Experience

Customer Service Representative

Dec 2021 - Mar 2022



• Responsible for cold-calling potential customers
• Sourced for possible customers who would like to have their bathroom redesigned
• Submitted Daily and Weekly Reports
• Sent SMS and emails to prospects
• Managed calendar for appointments Answered calls from customers asking for the service
• Reason for leaving: Project-based (end of contract)

Call Center Remote Team Member

Apr 2021 - Jun 2023



• Handled a real estate company based in the US
• Provided information and customer service to tenants, leads, and owners using Salesforce and the website
• Managed calls and Call Queue using Vonage
• Submitted Daily and Weekly Report Managed Call Center Chatroom to answer questions from agents especially the newbies while they are engaged on a call. Managed different department's emails received
• Called and sent SMS on abandoned calls.

Customer Service Representative

Jul 2007 - Feb 2021



• Handled various accounts such as financial, retail, and telco companies all based in the US. Handle inbound and Outbound Calls. Process escalated issues as a Resolution Specialist. Communicated with customers, clients, and shoppers through emails, calls, and chat (Email/Chat support). Handle basic Bookkeeping and Accounting. Took the role of Learning Specialist OIC
• Helped supervisor in overseeing a team Employment Gap: Worked as a Senior Recruiter

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Education

• Degree: Bachelor's Degree

  Major: Duration: Jun 1996 - Nov 2001