Customer Service Operations Manager
Resume:
REYNALDO B. VERSOZA
Cell Phone Number: 714-***-****
E-mail Addresses: ad2t07@r.postjobfree.com
Profile Summary
Worked with Manila Electric Company (MERALCO) for almost 19 years since 1982, doing IT work
Worked with Indra Philippines, Inc. for 17 years since 2001, doing IT work
Acted as Project Manager for IT User Support and LAN Cabling Projects, MERALCO IT Outsourcing
Assisted in the preparation of Request For Proposal (RFP) for Blue Cross, Philippine Airlines (PAL), Petron Corporation, and Energy Development Corporation
Assisted in the preparation of Request For Proposal (RFP) for the Department of Transportation and Communications IT Infrastructure Project
Assigned as Field Operations Manager for Manila Water Company, Inc. (MWC) Meter Reading and Billing Services with Technology Project
Assigned as Field Operations Manager for Maynilad Fairview-Commonwealth Business Area
Assigned as Field Operations Manager in the Outsourcing of Commercial Function Project of Subic Water and Sewerage Company, Inc.
Assigned as Field Operations Audit Head in Maynilad OCF Project
worked from July 02, 2019 to August 13, 2021 as Omni Associate at JCPenney Corporation doing customer service, online order processing, fulfillment, recovery, and cashiering work
worked from March 16, 2021 to December 05, 2022 as Customer Service Desk Associate at The Home Depot doing online and in-store returns processing, online order and pick-up processing, order processing over the phone, truck and tools rental processing, customer service, and cashiering work
worked from August 01, 2021 to July 01, 2023 as Sales Associate At Belk, Inc. doing customer service, online order processing, fulfillment, recovery, and cashiering work
worked from July 05, 2023 to Present as Sales Associate At Macy’s doing customer service, online order processing, fulfillment, recovery, and cashiering work
Professional Experience
POSITION Section Head, Local Area Network
EMPLOYER Manila Electric Company
DURATION 1 year, 3 months from January 01, 2000 to March 31, 2001
DUTIES / RESPONSIBILITIES
Conduct feasibility / economic studies on new products and technology trends on LAN
Conduct feasibility studies on the implementation of major LAN projects
Define policies and guidelines in the formulation of LAN design
Formulate the Local Area Network Plan
Introduce innovations in the development and implementation of major LAN projects
Develop new concepts that will enhance LAN operations and performance
Integrate the LAN enhancement and/or upgrade with the entire LAN infrastructure and identify impacts of change
Identify and provide preventive solutions to potential problems during the conduct of LAN equipment enhancement and/or upgrade
Ensure strict adherence to network standards, policies and procedures
Approve vendor application for accreditation
Prepare and interpret annual budget proposal for the LAN
Present and justify to top management the prepared annual budget for LAN
Evaluate and endorse recommendations for promotion of network personnel
POSITION Supervising Network Engineer
EMPLOYER Manila Electric Company
DURATION 5 years, 4 months from September 01, 1994 to December 31, 1999
DUTIES / RESPONSIBILITIES
Perform system diagnostics, tuning and monitoring of LAN
Research and resolve LAN problems in coordination with other groups within IT and IS.
Interpret network-related data and statistics for network baselining and problem resolution purposes
Evaluate, select, and implement specific software and hardware platforms to support network systems management infrastructure
Review, investigate and evaluate emerging technologies, and assist in the development and publishing of corporate standards for IT networking
Document LAN operating procedures, perform software and hardware installations and upgrades
Plan and design LAN cabling systems
Supervise implementation of structured wiring plans
Provide technical leadership and support for the IT Network Team during off hours
Coordinate special network-related projects that are outsourced to contractors
Evaluate prospective network product vendors/suppliers for accreditation
Perform site surveys on user sites for site preparation planning purposes.
Implement a Network Management System that will automatically report detected problems as they occur
Service requests for repair or replacement of network devices or its parts
POSITION Supervising Computer Operations Analyst
EMPLOYER Manila Electric Company
DURATION 3 years from September 01, 1991 to August 31, 1994
DUTIES / RESPONSIBILITIES
Prepare daily and monthly performance reports
Prepare monthly manpower complement and schedules
Coordinate periodic maintenance activities so as not to affect production schedules and user productivity
Supervise disaster recovery activities when the need arises
Evaluate job packages to meet operational and security standards with minimal effect on operations schedule and workflow
Customize automation software packages to suit operational needs
Attend system turnover meetings for new or revised application systems
Prepare overtime work schedules, if necessary
POSITION Senior Computer Operations Analyst
EMPLOYER Manila Electric Company
DURATION 4 years, 11 months from October 01 1986 to August 31, 1991
DUTIES / RESPONSIBILITIES
Implement CA-1 (Tape Management Software) on all MERALCO application systems
Code, test and revise catalogued JCL procedures
Code, test and debug wylbur prompts that generate execution JCLs
Perform / execute database recoveries when necessary
Resolve operational problems (ABENDS) arising from production runs
Prepare turnover documents for new application systems
Maintain procedure and program libraries
Service and monitor requests for program cataloging
POSITION Junior Computer Operations Analyst
EMPLOYER Computer Information Systems, Inc.
DURATION 4 years, 1 month from September 01, 1982 to September 30, 1986
DUTIES / RESPONSIBILITIES
Resolve problems associated with job preparation, staging, execution and resource allocation
Monitor performance of each application system and determine areas for improvement
Review and evaluate new and existing application systems and programs together with their resource requirements
Submit minor program specification changes to suit operational requirements
Develop and maintain installation job standards, documentation and procedures for internal control
Maintain system and program documentation for immediate reference
Participate in the turnover of new or revised application systems
Monitor and resolve problems that may be encountered in network operations
Develop application programs for production use
Translate system run flows and job flows into catalogued JCL procedures
Maintain existing application systems based on changing user requirements
Schedule, initiate, submit and execute production jobs
Supervise hardware start-up/shutdown, IPLs and maintain efficiency on all workstations
PROJECT MERALCO IT Outsourcing
CLIENT Manila Electric Company, Pasig City, Philippines
DESCRIPTION IT User Support and LAN Cabling
DURATION 10 years from April 02, 2001 to March 31, 2011
ROLE Project Manager for IT User Support and LAN Cabling
DUTIES / RESPONSIBILITIES
Assume the role of a Project Leader for IT User Support and LAN Cabling
Prepare procedures manual for IT Helpdesk, IT Field Support, Warehousing, Hardware Maintenance, Inventory, and LAN Cabling
Prepare Request For Proposal (RFP) on contracted services such as PC / Printer Hardware Maintenance and Structured Wiring System for Data and Voice.
Manage the operations of IT Service Desk, IT Field Support, PC / Printer Preventive Maintenance, IT Equipment Inventory, and LAN Cabling
Prepare monthly reports for clients
Conduct monthly coordination meetings with clients
Create special committees and task groups to address unexpected problems brought about by proliferation of viruses, IT network security breaches, downtimes on “single point of failure” equipment, labor strikes, typhoons, etc.
Participate in the formulation of Service Level Agreements (SLA) with the client
Conduct performance reviews based on set SLA’s and introduce measures that will improve performance, if necessary
Prepare annual budget for the teams under the project
Conduct mid-year and year-end employee performance reviews
PROJECT Maynilad – Outsourcing of Commercial Function Project
CLIENT Maynilad Water Services, Inc., Quezon City, Philippines
DESCRIPTION Field Operations for Fairview-Commonwealth Business Area and Subic Water
ROLE Field Operations Manager
PROJECT Manila Water Company - Outsourcing of Commercial Function Project
CLIENT Manila Water Company, Inc., Quezon City, Philippines
DESCRIPTION Outsourcing of MWC Meter Reading and Billing functions
ROLE Field Operations Manager
PROJECT Maynilad IT Outsourcing
CLIENT Maynilad Water Services, Inc., Quezon City, Philippines
DESCRIPTION Outsourcing of IT User Support functions
ROLE Transition Team Lead for IT User Support
Trainings
Title : ITIL v3 Service Operation
Place : Phoenix One The Knowledge Institute, Makati City, Philippines
Date : August 02-05, 2011
Title : ITIL Foundation – IT Service Management
Place : HP, Makati City, Philippines
Date : October 11-13, 2006
Title : Establishing a Successful Service Desk: A Key to IT Service Excellence
Place : Mandarin Oriental Hotel, Makati City, Philippines
Date : September 21, 2006
Title : Introduction to Project Management
Place : Meralco Management and Leadership Development Center, Antipolo, Rizal, Philippines
Date : February 16-18, 2006
Title : Network Troubleshooting with the Domino
Place : Wandel and Goltermann, Raleigh, North Carolina, USA
Date : March 13-17, 2000
Title : TCP/IP Troubleshooting Techniques
Place : Wandel and Goltermann, Raleigh, North Carolina, USA
Date : March 10, 2000
Title : ATM Network Analysis and Troubleshooting
Place : Wandel and Goltermann, Raleigh, North Carolina, USA
Date : March 06-09, 2000
Title : Corporate Workgroup System (Lotus Notes 4.6)
Place : Manila Electric Company
Date : January 2000
Title : Networld+Interop Conference and Exhibition
Place : Las Vegas, Nevada, USA
Date : May 1999
Title : Montage Plus 1.1
Place : Madge Networks, Sydney, Australia
Date : January 1998
Title : Netview for AIX
Place : IBM Philippines, Inc.
Date : February 1997
Title : TCP/IP Architecture
Place : IBM Philippines, Inc.
Date : October 1996
Title : Using MS Project for Windows
Place : Manila Electric Company
Date : August 1996
Title : Introduction to LAN (Local Area Network)
Place : Manila Electric Company
Date : November 1995
Title : Basic Management Program
Place : Asian Institute of Management
Date : December 1993
Title : UNIX SVR4 System Administration
Place : NCR Corporation (Philippines)
Date : May 1993
Title : UNIX SVR4 Operating System
Place : NCR Corporation (Philippines)
Date : March 1993
Title : Management Development Curriculum
Place : Manila Electric Company
Date : December 1991
Title : Management Skills Development Program
Place : Manila Electric Company
Date : June 1989
Title : Basic Data Communications
Place : Computer Information Systems, Inc.
Date : December 1988
Title : (CA-7) Automated Production Control System
Place : Caltex Philippines, Inc.
Date : August 1988
Title : Supervisory Development Program
Place : Computer Information Systems, Inc.
Date : August 1986
Title : EDP Project Management
Place : Computer Information Systems, Inc.
Date : November 1985
Title : Advanced Computer Operations
Place : Computer Information Systems, Inc.
Date : July 1983
Title : Data Center Concepts and Operations
Place : Computer Information Systems, Inc.
Date : May 1983
Title : Job Control Language (JCL)
Place : Computer Information Systems, Inc.
Date : December 1982
Title : Basic Computer Operations
Place : Computer Information Systems, Inc.
Date : November 1982
Title : Basic Computer Systems
Place : Computer Information Systems, Inc.
Date : October 1982
Personal Background
EDUCATION
Bachelor of Science in Industrial Management Engineering, Minor in Chemical Engineering
De La Salle University, Taft Avenue, Manila
NATIONALITY
Filipino
LANGUAGE SPOKEN
English (Fluent)
Filipino (Fluent)
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