Customer Service Management

JAKE JUBELO ILAGAN

*** ******** **. ****** ***. Gulod, Novaliches . Quezon City, PH . 1117 .

(63-917-***-**** . ************@*****.***

SUMMARY/HIGHLIGHTS OF WORK EXPERIENCE:

. Strong 6 years of working experience in supporting and managing

IT/technical department and projects for BPO company

. Significant years of experience in Technical Account Management,

including interfacing with local and international clients

. Significant years of experience in IT Project Management for Asia-Pacific

Regions

. Wide experience in IT Operations Management and Problem/Incident

Management

. Has good knowledge and experience on: (1) Infrastructure & End-User

Support, (2) Vendor and Cost Evaluation, (3) Inventory/Resource

Management, (4) Local & Foreign Client Relation, and (5) Call Center /

Telecommunications Setup, both on business and IT aspects

. Has good experience in Managing Teams

PROJECTS HANDLED (Completed and On-going):

> Site Network /LAN WAN Rehabilitation(Hanoi and PH)

> AD and Exchange Upgrade and Migration (India and China)

> Site Data Center Rehabilitation (Hanoi)

> Server Consolidation and Virtualization Project (Hanoi)

> Data Center Electrical Upgrade

> Data Center Equipment Physical Migration

> Cisco Call Management and Queuing System

> Outbound Call Center Facilities and Infrastructure Setup

> Clean Room Setup for Customer Service accounts

> 250 Workstations Transfer

> New Business/Campaign Technical Requirement Setup

> Rehabilitation and Alignment of IT Facilities w/ Main Data

Operations Center (China)

TRAININGS/CERTIFICATIONS:

> PMI-PMP (PMBoK 5) - Trained 2013

> ITIL Foundation (2011-Latest) Trained and Certified - 2014

> Leadership Training - 2011

> Customer Service Trainings - 2011, 2013, and 2014

RELEVANT WORK EXPERIENCE:

Technical Project Officer (IT Project Manager/Technical Account Manager)

June 3, 2013- Present

SPi Global (SPi Technologies, Inc. - Content)

Spi Bldg. Pascor Drive, Sto Nino. Paranaque City

. Oversees the project management of various IT projects for internal

clients in accordance to project management best practices.

. Technical Account Management for top earning clients.

. Manages various Technical projects from initiation to completion

. Assist Top Management in Cost-Saving Initiatives/Projects

. Manages Project Team Members or Resources

. Serves as liaison between the Production/Business side and IT

(internal stakeholders)

. Serves as liaison between the internal IT and the client IT (external

stakeholders)

. Serves as the main POC (Point of Contact) for any technical concerns

and requirements of assigned business units

. Serves as the assigned Business Units' IT Incident and Problem Manager

. Coordinates with the Planning team and the Production team in order to

understand and identify IT requirements

. Facilitates and leads the planning and/or meeting for the assigned

business units' technical concerns

. Business continuity and Disaster Recovery planning and execution for

BU (top earning accounts)

IT MANAGER, Multiple Branches

June 1, 2011- December 2012

Technoinfo Inc. (Outbound Call Center)

Commonwealth Ave. /Congressional Ave. / Shaw Blvd Branch

. Trainer and Supervisor for IT Managers and Assistants in Multiple

Call Center Branches

. In charge of Monitoring and Maintaining Network and Server (Linux and

Windows System Support)

. Serve as IT Incident and Problem Manager

. In charge of IT Department, including Decision Making for Multiple

Call Center Branches

. In charge in ISP, VoIP, Dialer and Telephony Management

. IT Project Management

. IT Service and Helpdesk Support (End user Support)

. Workforce Management (Metrics/Policies and Procedure/Real time

Analysis/ Report Analysis)

. Assists in the major modifications to the supporting regional

infrastructure.

. Implements network security at the regional level as established by

corporate Security.

. Oversees the administration and maintenance of infrastructure

. Oversees all telephone changes, including routing for seating

assignments.

. Oversees the administration and maintenance of workstations and

software training programs and provides additional support if

necessary

. Oversees Troubleshooting, system backups, archiving, and disaster

recovery and provides expert support if necessary

. Works with project teams to help implement Internal Systems

. Interacts with internal clients on all levels to help resolve IT

related issues and provides answers in a timely manner.

. Manages the purchase of hardware and software products

. Coordinates with local and international service providers (Voip,

Electricity, Internet, etc).

. Manages and directs junior IT staff

IT ASSISTANT, Main Branch

July 1 2009 - June 1, 2011

Universal Genesis Progress Inc. / Topbrass E-Tech Inc. (Outbound Call

center)

Commonwealth Ave. Quezon City

. Networking, Server, Equipment and Telephony Support

. IT Service and Helpdesk Support (End user Support)

. Support and help in analysis of system setups, performing tunings

and resolutions

. Troubleshooting technical issues and provides migration of the

given tasks

. Provides user support for LAN and WAN

. Overall Administration and Staff support

. Workforce Monitoring Support

. CRM, ARM Reports Generating and Interpreting Tasks

SKILLS:

. Exhibits strong task management and project delegation skills

. Wide experience in Incident and Problem Management

. Well experienced in using Project Management tools and MS Office

applications

. Exhibits good decision-making and problem-solving skills

. Can directly communicate with local and international clients

. Exhibits good negotiation skills

. Easy to adapt and can easy catch up new instructions or procedures

. Knowledgeable in setting Policies, Guidelines and Procedures for IT

Operations/Department

. Has good understanding of Networking, System Administration, Information

Security and Compliance and Technical support

. Well experienced in Capacity Planning, BCP and Strategy Planning and

Management.

. Efficient and can work with minimum or no supervision

. Can work with or in a team

. Performs well under pressure

. Can handle excessive working hours

EDUCATION & PROFESSIONAL ACHIEVEMENT:

. Topbrass E-Tech Inc., Most Outstanding Employee, 2009 - 2011

o Mercy Resto and Bar, Timog Avenue, Quezon City

o Plaque of Excellence - December 12, 2011

. Quezon City Polytechnic University, B.S. in Information Technology, 2009

o 673 San Bartolome Quirino Hi-Way, Novaliches Quezon City

o Bachelors Degree Diploma

CHARACTER REFERENCES: Available Upon Request

I hereby certify that the above information is true and correct to the best

of my knowledge.

Jake J. Ilagan

Applicant

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