Customer Service Management

ALPHONSE REGINALD

JAZMINES SIWA

Address : ** **** *** ****

Calamba City, Laguna 4027

Philippines

Phone : (639**-***-****

E-mail :

******@*****.***

PERSONAL DATA

Date of Birth : 2 May 1976

Height : 5 ft 10 in

Place of Birth : Quezon City

Civil Status : Married

Citizenship : Filipino

Religion : Catholic

Sex : Male

Weight : 220 lbs

SUMMARY OF QUALIFICATION

Very good in oral and written communication.

Has 18 years’ experience in all fields of I.T.

EXPERIENCE

Industry Experience

Epson Precision Phils (2005 – Present) IT Specialist III / Supervisor

2009-Present

Manages IT Assets such as PCs (desktop PCs, wireless PCs, Thin Clients) laptops and other related peripherals of Epson about 2,500 of them in terms of deployment, configuration, maintenance, repair and disposal

Handles IT Security (virus incident checking, resolution, and reporting and recommends appropriate countermeasures) in Epson.

Ensures strict implementation of PC Setup Standards and Security Controls.

Ensures that Standard Anti-virus, Windows and other programs are installed & updated regularly in all PCs (2500) in Epson.

Ensures that all software licensing are compiled in Epson.

Ensures that Information Security is maintained in Epson.

Manages 250 printers (InkJet, Laser and Dot-matrix printers) & projectors of Epson in terms of allocation, supplier repair and installation.

In-charge of e-Learning (online training) and other IT trainings (classroom type) such as New employee PC Orientation, Systems Security, Excel, Access and others needed by the company.

Supervises 3 IT technicians who repairs computer problems and computer peripherals-related problems, both hardware & software.

Provides Technical Helpdesk Support for all IT needs such as installation of software applications & drivers, network troubleshooting, etc requested by users

Secondary IT Level support for Production.

ISO 9001 auditor & coordinator.

Information Security auditor & coordinator.

Ensures that 5S and safe conditions, practices & behavior are maintained in Repair Areas.

Designed the Repair Monitoring System

Programmed PC Inventory and IP Address System.

2005-2009

System designed & tested the ff in-house developed programs:

oISD Request system – online form for IS request Jobs.

oFixed Asset Management System (FXAMS) – manages the fix assets of Epson companies.

oJigs, Tools, Equipment & Consumables Control Mangement System (JCMS) – system for the Machine & Tools Section.

oPrinter Inspection Process System (PIPS) – graphic tool for manpower allocation for the printer inspection process.

oParts Production Management System (PPMS) – reports generation for the Parts Production Section.

oElectronic Training Registration System(ETRS) – electronic registration

oof training records.

oWarranty Card Barcode Printing System - barcode printing for warranty cards.

oE-Gatepass System – electronic gate pass to keep track of system going out and in the plant.

Assisted in project leading the Human Resource Information System (HRIS) project.

Supported the Legacy systems in Epson, which includes BPCS running in AS/400.

Administered SQL Server when needed.

Report, track, troubleshoot and analyze defects/bugs within application

Datahold Philippines (2005) Quality Improvement Officer

Analyzed current business processes, documented them and recommended on how to improve them through the use of MS Visio.

Created Report Templates to be used in operations.

L’Oreal Phils. (2001 – 2002) Consultant (Project-basis)

Recommended and documented operations procedures and business processes for their ERP systems, ERIC (past) and EXACT (present).

Created training manuals and test data for EXACT Implementation.

SMITS (1998 – 2000) Team Leader – Implementation

Team led an implementation team to implement SAP to San Miguel Sales Offices.

Provided technical support on-site and off-site.

Supervised the Technical Support Desk.

Created test data for SAP and tested a customized version of SAP.

Adamax SCM (1997 – 1998) Business Systems Analyst

Implemented sales territorial software to COSMOS Bottlers Phils.

Sourced clients for Adamax SCM

Teaching Experience

PWU-CDCEC (2014-2015) Professor

Taught the ff subjects:

oNetwork 1 & 2

oOperating Systems

oData Communications

oComputer Applications

University of Santo Tomas (2008-2012) Lecturer IV

Taught the ff subjects:

oInformation Resource Management

oSoftware Engineering

oSoftware Quality Assurance

oInterface Design and Web Technologies

ABE (2004-2005) Assistant Professor

Taught the ff subjects:

oDatabase Management Systems

oInternet Technologies

oManagement Information Systems

oSystems Analysis and Design

ABE (2004-2005) Assistant Professor

Taught the ff subjects:

oDatabase Management Systems

oInternet Technologies

oManagement Information Systems

Systems Analysis and Design

EDUCATION

2004 – 2005 University of Sto. Tomas

Teachers Certification Program

Passed the LET

2002 – 2003 Ecole Superieur Sciences Commercial D’Angers (ESSCA)

Angers European Business Semester (AEBS) Angers, France

Budapest International Management Semester (BIMS) Budapest, Hungary

Archipel Scholar

2000 – 2002 University of the Philippines – Diliman, Quezon City

Master in Business Administration (MBA)

L’Oreal Scholar

1993 – 1997 Ateneo De Manila University – Katipunan, Quezon City

Bachelor of Science, Management Information Systems (MIS)

Ateneo College Scholar

1989 – 1993 Ateneo De Manila University – Katipunan, Quezon City

Honorable Mention

SEMINARS

SEMINARS ATTENDED:

“Training the Trainers” by University of the Phils.

“ISO 27000” by Neville-Clark

“Behavior Safety” by Epson Precision Phils.

“Appreciation of ISO 14001” by Epson Precision Phils.

“Appreciation of ISO 9001” by Epson Precision Phils.

“ISO 9000 Auditor Training” by Epson Precison Phils.

“New Epson Safety Program” by Epson Precision Phils.

“Quality Control Tools” by Epson Precision Phils.

“Horenso” by Epson Precision Phils.

“Effective Customer Service” by PROSEC 17th day of August 2000

Various other seminars attended.

“JITSE Review” by Magistc

“SW Review” by PhilNits

JITSE AM Passer

IT SKILLS

Extensively trained and excelling in

Requirements Gathering, Systems Analysis, Project Management, QA (Manual)Testing and User Documentation

Database Administration (SQL Server, Oracle, A/S 400)

Programming (C#, Java, Excel VBA, MS Access)

ERP Systems (BPCS, SAP, EXACT & Orisoft)

Web Authoring (Adobe Photoshop, HTML)

MapInfo Professional

Microsoft Office (including MS VISIO and MS Project)

E-mail (MS Outlook which include Outlook Forms)

PC and Laptop Configuration & Repair

Contact this candidate