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Manager Engineer

Location:
Pasig, Pasig, Philippines
Posted:
June 30, 2019

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Resume:

JOEL J. CARASO

OBJECTIVE

Optimize/leverage management/leadership ability from an IT stand point; to excel in the ever-expanding field of Information Technology to broaden my skills to keep myself capable of coping with the latest technology.

PROFESSIONAL WORK EXPERIENCE

Concentrix Philippines, Inc.

https://www.concentrix.com

IT Service Delivery Manager

February 1 2014 – June 6, 2017

IT Operations Manager/point of escalation; South Cluster Tower Leader – Hanston, CyberOne, Nuvali, Naga & CyberWest.

People Manager of IT Site Managers for South Cluster/Domain, IT Incident Managers & TSE for Hanston Site.

Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of- the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process

improvement and quality assurance programs; installing upgrades.

Attend regular IT and Site/Cluster Management Committee meeting in collaboration with IT/Production/Department Leaders to gather concerns, to present initiative and provide update on accomplishments from an IT stand point.

Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.

Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. 110 Coronado Street, Hulo,

Mandaluyong City 1550

Tel. No.: +63 (2) 535-9157

Mobile : +63-947-*******

e-mail : ac9p7a@r.postjobfree.com

ac9p7a@r.postjobfree.com

ac9p7a@r.postjobfree.com

Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.

Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.

Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.

Provide approval on Change Request for major/minor activity on have effect on Production’s Operations.

IBM Solutions Delivery, Inc.

http://www.ibm.com/ibm/ph/en

IT Service Delivery Manager

May 9, 2005 – January 31, 2014

IT Contact Center Technology Manager/point of escalation; CRM

& NCRM – Voice Network stand point; IT CCT Competency and Tower Leader.

People Manager of CCT/Voice Network Team for CRM (IBM Global Process Services) & NCRM (IBM Business Services), Telecoms Team for CRM; IT Shared Services.

Handle project on case-to-case basis for new account, migration and ramp-up for Voice Network perspective.

Oversee real time monitoring of all primary leased lines/backup lines to ensure functionality as well as monitoring of alarm on Telephony devices and act to resolve immediately during green/lean window of affected device.

Ensure daily system checklist is performed by the Team accordingly; for all Voice Network equipment/devices such as PBX and Adjunct Systems utilized by Operations/Production.

Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Coordinate with various IBM vendor/Principal Vendor with regards to opening of ticket and support update.

Provide approval on Change Request for major and minor activity on Telephony devices which have effect on client setup.

Attend regular IT Management Committee meeting for IBM GPS and ISD in collaboration with IT Leaders to gather concerns, to present initiative and provide update on accomplishments for Voice Network perspective.

ESS Manufacturing Company, Inc. (EMCI)

http://www.innodata-isogen.com

41st & 42nd floor PBCom Tower

6795 Ayala Avenue, corner Hererra St.,

Salcedo Village, Makati City 1226

Network Engineer/Data Communications Administrator Systems Section – Telecoms Group

Global Technology Department

September 1, 2003 – May 2, 2005

Real time monitoring of all primary leased lines/backup lines.

Coordinate with Telcos to resolve leased line problems.

Configuration, maintenance & monitoring of local and remote Cisco Routers.

Prioritization of traffic and bandwidth utilization monitoring.

Filter unnecessary/unauthorized connections.

Administer RAS, VPN & backup ISDN DDR.

Maintain Network equipment.

Installation of local extensions.

Data Transmission Telecoms Assistant

Systems Section – Data Transmission Group

Global Technology Department

September 9, 2002 – August 31, 2003

Facilitate all data transmissions between overseas clients and the company via modem, E-mail, and File Transfer Protocol, Internet and LAN/WAN.

Maintain and administer of all transmission servers by monitoring all users and giving the necessary rights and privileges to persons accessing the servers.

Back-up and long term archiving of all files received and transmitted to and from the client.

Coordinate and assist the client's technical personnel in troubleshooting data transmission problems and modifications.

Monitor leased line traffic, bandwidth use and allocation.

Coordinate the effective utilization of data transmission resources and systems to provide high quality customer service. Innodata Philippines, Inc. – Manila

Jr. Systems Engineer

June 16, 2000 – September 6, 2002

http://www.innodata.com 2900 Faraday St., corner South Superhighway, Makati City 1200

Provide first line of support - using basic troubleshooting skills for phone calls and network monitoring pages.

Operate internal help desk supporting end-user both for Innodata facilities and eventually other facilities as well.

Act as a Network Engineer to standardize LAN/WAN setup of Innodata networks.

Maintain network and support more than 100 servers interconnected with more than 2000 workstations running in multiple operating systems (Windows NT/2000, Novell Netware).

Troubleshoot technical problems over the phone (Network/ PC/Telecoms problems) or gather all informations necessary for quick problem overview/resolution by the correct System's support sub-groups.

Monitor Wide Area Network (WAN) interconnections from all other facilities linking to Manila & to New Jersey (Inno_Central).

Provide technical assistance to user of other organizational units regarding hardware/application software setup & configuration. Sky Internet

Customer Technical Support

January 14, 2000 – June 14, 2000

http://www.skyinet.net

1670 Lower Ground Victoria I Bldg.,

Quezon Avenue, Quezon City

Provide technical support for Internet users as well as quality support with a high degree of technical expertise, customer service and timeliness.

Install, configure, upgrade and troubleshoot computer hardware, software and programs, installs Windows 9x/2000 operating systems and other programs for Internet applications.

Responsible for all Internet related inquiries/ problems which includes configurations of communications/dialer, software such as browsers, E-mail programs, chat, FTP, compression utility, anti-virus & plug-ins.

Troubleshoot common errors for the following operating system such as Windows 9x/2000/NT, Mac OS, Red Hat Linux.

Research, resolve and respond to questions received via telephone calls, E-mail and call back in a timely manner, in accordance with current standards.

Provide Bench work and Onsite services to subscribers. EarthGate Information Services, Inc.

Technical Support Engineer

March 9, 1999 – February 1, 2000

http://www.egis.net

Suite 302 OMM-Citra Building,

San Miguel Ave., Ortigas Center

Pasig City 1600

Provide technical support for Internet users as well as quality support with a high degree of technical expertise, customer service and timeliness.

Responsible for all Internet related inquiries/ problems which includes configurations of communications/dialer, software such as browsers, E-mail programs, chat, FTP, compression utility, anti-virus & plug-ins.

Troubleshoot common errors for the following operating system such as Windows 9x/2000/NT, Mac OS, Red Hat Linux.

Create and maintain User accounts.

Provide accurate and creative solutions to network problems to ensure network reliability.

Research, resolve and respond to questions received via telephone calls, E-mail and call back in a timely manner, in accordance with current standards.

SPI Technologies, Inc.

Document Analyst

January 26, 1998 – August 3, 1998

http://www.spitech.com

SPI Bldg., Pascor Drive, Sto. Niño,

Parañaque City 1700

Apply superior interpretative skills, analyze documents from lawsuits involving anti-trust, environmental, insurance, patent infringements, Y2K expenditures, pharmaceuticals, product liability, financial issues among others. Conversion of evidence related documents into a searchable CD-ROM format for corporations involved in major litigation.

Analyze legal documents into a computer readable form.

Code the documents, scan and tag files.

EDUCATION

1992 – 1997 Bachelor of Science in Electronics & Communications Engineering (BSECE).

College of Engineering

University of the East – Caloocan City, Philippines. PHILIPPINE GOVERNMENT LICENSURE EXAM

Passed the Electronics & Communications Engineer Board Exam. April 21 - 22, 1998

PRC License No.: ECE 16590

ORGANIZATON

IECEP – Institute of Electronics & Communications Engineers of the Philippines, Inc.

JCI – Junior Chamber International Phils., Jaycees Mandaluyong IEEE – Institute of Electrical & Electronics Engineers of the Philippines, Inc.

AWARD & RECOGNITION

IBM Top Talent Awardee – 2011

IBM IT Gem Awardee – 2011

CERTIFICATION

CPISI – Certified Payment Card Industry Security Implementer ACIS – Avaya Certified Implementation Specialist

ITIL v3 Foundation

Six Sigma Yellow Belt

SEMINARS & TRAININGS ATTEND

PCI DSS Training

Concentrix Philippines, Inc.

7 habits of highly effective people

Critical Thinking

Six Sigma Training

IBM Business Process Services

ITIL v3 Foundation Training

IBM Solutions Delivery

Verint System Administration Training

Verint Headquarter Hong Kong

IP Telephony Training

Teledata Philippines Inc., October 2010

Prognosis Training

IBM GPS, May 2011

Cisco IPT Training

IBM GPS, June 2011

Avaya CMS and AES Training

DTSI Office, December 2014

Avaya CM and AES Training

DTSI Office, December 2011

LINUX 101 - Systems Administration & Network Management Q Linux Labs Open Source Proficiency Center

December 3 –7, 2001

LINUX 101 - Basic Linux Installation & Configuration Q Linux Labs Open Source Proficiency Center

September 10 –14, 2001

RS/6000 Magic of UNIX

IBM Philippines, Inc. – EDSA Shangri-La Hotel

October 21, 1999

Computer Systems Training

AREN Computer Services

July – August 1998

SKILLS

HARDWARE PBX; Avaya/Cisco

Router; Cisco Router

Switches; Cisco, 3Com

Processor; Intel based platform

OPERATING SYSTEM Windows Platform, Red Hat Linux, Novell Netware, Sun OS, Android OS

MONITORING TOOLS MRTG, IPSentry, What’s-up, HP OpenView SERVICES DHCP, DNS, WINS, RAS, VPN

APP. SOFTWARE MS Office, Lotus cc:Mail, Basic HTML, Codesk

PERSONAL INFORMATION

Nick Name : Jó

Sex : Male

Date of Birth : 21st December 1975

Place of Birth : Mandaluyong City

Marital Status : Single

Height : 5 ft. 7 in.

Weight : 160 lbs.

Religion : Roman Catholic

*References are available upon request.



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