Technical Support It Service

NEIL B. JAMILLA

Brgy. San Isidro, Antipolo City

Mobile no.: 091*-***-****

E-mail: ***********@*****.***

CAREER HIGHLIGHTS:

“Diligent and results-oriented professional with a demonstrated history of enhancing IT Service Management (ITSM) operations in both corporate and departmental settings. Possesses a keen aptitude for analytical thinking, strategic planning, and proficiently leads and manages staff and procedures to achieve optimal outcomes.”

SKILLS:

• GSuite Administration

• Azure Active Directory

• Office 365 and M365 Configuration

• Cisco CUCM Call Manager

• ME Applications (ME Service Desk Plus, Analytics Plus & Patch Manager Plus)

• BMC Helix Ticketing Tool

• Jumpcloud AD Administration

• Knowledgeable in both Windows OS & MacOS

• Google Chromebox

• IT Service Management

• Customer Relationship Management

• Leadership and Team Management

• Technical Support Management

• Process Improvement

• Problem Solving and Decision Making

CERTIFICATIONS:

ITIL4 Foundation Certificate in IT Service Management Certificate Number: GR671551879NJ

Aug 2023 - Aug 2026

WORK EXPERIENCE:

MDI-Novare Service Operations Lead

March 2024 - May 2024: Deployed to Aboitiz Power Corporation, as Service Operations Lead

● Overall lead responsible for managing 25 MDI-deployed resources

● Level 2 escalation point for MDI-managed resources

● Handle administration of resources

● Provide weekly and monthly reports showing trends and insights per individual and team performance for MDI- deployed resources

● Provide coaching as needed to program members regarding recent evaluation and other identified areas for improvement, quality related, to ensure that all quality standards of performance are being met

● Participate a calibration session with client to ensure alignment, discuss current challenges and provide recommendations for continuous improvement

● Provide feedback, action plan and assistance to program members February 2024 – February 2024: Deployed to Philippine Airlines, as Patch Management Lead

● Vulnerability and Remediation Management: Lead the identification, assessment, prioritization, and remediation of vulnerabilities of On-prem Workstations of PAL.

● Coordinate and oversee the remediation of vulnerabilities identified through Patch Manager Plus Tool, collaborating with relevant teams to implement effective solutions.

● Documentation: Maintain comprehensive documentation of vulnerability management processes, procedures, and outcomes, ensuring accuracy and relevance.

● Patch Management: Develop and implement strategies for effective patch management, ensuring the timely application of security patches across all relevant systems and applications during scheduled and unscheduled maintenance.

● Asset Risk Scores: Identify and maintain asset risk scores based on vulnerability assessments and other relevant factors, providing insights into the security posture of our infrastructure. November 2022 – December 2022: Deployed to BDO Unibank as Service Operations Lead

● Led and managed a specialized team focused on API and Microservices, ensuring the reliability, performance, and security of critical services.

● Orchestrated the adoption of Apigee for API management, resulting in streamlined API development, enhanced security, and improved analytics.

● Managed a team who were responsible in implementation of AWS microservices architecture, optimizing scalability and performance for mission- critical applications.

● Collaborated with development teams to ensure seamless integration of APIs into applications, reducing time-to- market and enhancing overall product quality.

April 2022 – March 2024 : Deployed to Managed Resource Projects such as (Lixil Water, Toshiba, Viatris Pharmaceutical, Qatar Airways, Navegar, IBS & PBR)., as Resource Lead

● Assigning available employees to projects in accordance with their skillsets, previous experience, and availability.

● Monitoring day-to-day project activities and corresponding resourcing.

● Capacity planning, i.e. making sure that a company’s resources have capacity to work on upcoming projects.

● Monitoring and managing employees’ workload, utilization, and overtime hours.

● Managing resource conflicts.

● Overcoming resource shortages by means of resource management techniques, reallocating resources, assigning more staff, etc; informing senior management of any issues related to inability to meet clients’ needs due to resourcing.

● Providing project managers with support when it comes to resource management issues or improving resource management processes.

● Knowing all the current and upcoming projects run in an organization and business development activities and being able to plan resourcing accordingly.

● Collaborating with the HR department regarding staff training, compensation and benefit planning, payroll administration, and hiring new staff for projects.

● Being familiar with labor laws as well as resource management trends.

● Documenting processes (e.g. weekly utilization report, etc.). March 2020 - March 2022: Deployed to Aboitiz Equity Ventures Inc, as Service Operations Lead

● Overall lead responsible for managing 45 MDI-deployed resources

● Level 2 escalation point for MDI-managed resources

● Handle administration of resources

● Provide weekly and monthly reports showing trends and insights per individual and team performance for MDI- deployed resources

● Provide coaching as needed to program members regarding recent evaluation and other identified areas for improvement, quality related, to ensure that all quality standards of performance are being met

● Participate a calibration session with client to ensure alignment, discuss current challenges and provide recommendations for continuous improvement

● Provide feedback, action plan and assistance to program members January 2020 – March 2020: Deployed to Globe Managed Private Cloud., as Service Desk Team Lead

● Day-to-day management of the Service Desk function for a subset of customers:

● Drive the meeting of customer SLAs and an exceptional customer service

● Ensure tickets are logged accurately and call queues are managed efficiently

● Discover and diagnose customer issues effectively

● Undertake a weekly review of team call queues

● Lead and attend weekly Service Desk meetings to highlight performance, introduce staff and new clients/services. Use the forum for other BAU activities

● Performance manage 1st and 2nd line support technicians including staff appraisals, objective setting and 1:1 reviews.

● Ensure all staff have appropriate training and develop personal development plans to meet future requirements

● Manage the Service Desk rota alongside fellow SDMs and Team Leaders for early, late and weekend shifts

● Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices

● Own the escalation of incidents (P1’s & P2’s) whilst expediting issues to the relevant teams

● Personally follow up major issues, ensure an appropriate communication plan is in place. July 2018 – December 2019: Deployed to Philippine National Bank., as Service Desk Team Lead

● Day-to-day management of the Service Desk function for a subset of customers:

● Drive the meeting of customer SLAs and an exceptional customer service

● Ensure tickets are logged accurately and call queues are managed efficiently

● Discover and diagnose customer issues effectively

● Undertake a weekly review of team call queues

● Lead and attend weekly Service Desk meetings to highlight performance, introduce staff and new clients/services. Use the forum for other BAU activities

● Performance manage 1st and 2nd line support technicians including staff appraisals, objective setting and 1:1 reviews.

● Ensure all staff have appropriate training and develop personal development plans to meet future requirements

● Manage the Service Desk rota alongside fellow SDMs and Team Leaders for early, late and weekend shifts

● Drive the continuous improvement of service through Incident Management, Change Management, Problem Management, Information Security and Knowledgebase practices

● Own the escalation of incidents (P1’s & P2’s) whilst expediting issues to the relevant teams

● Personally follow up major issues, ensure an appropriate communication plan is in place. May 2016 – June 2018: Deployed to Manila Water Company Inc., as Service Desk Team Lead

● Day-to-day management of the Service Desk function for a subset of customers:

● Responsible for the day-to-day supervision of our IT Service Desk Team including work and attendance monitoring, and ensuring that all requests for service through telephone, email and face-to-face are in accordance with our client’s KPI and organization’s policy.

● Effectively coach and provide feedback to direct reports on their performance on a regular basis to ensure KPI/SLAs are achieved and must be able to identify coaching opportunities.

● Responsible in ensuring the completion Service Desk analyst training across all services.

● Ensure resolution and Quality rates are in line with client and business demands.

● Responsible for knowledge summary and documentation

● Leads, directs, and coordinates cross functional incident response teams’ severity/high impact issues, including business continuity events.

● Provides analysis and leads internal support efforts designed to improve and update department processes and procedures related to incident response situational leadership.

● Maintains effective working relationships with corporate partners and business unit contacts for IT Support to deliver effective situational leadership and consistent quality service.

● Maintain ownership of user's issue and service ensuring that they receive resolution within reasonable time frame.

● Communicates expectations to employees, provides updates, and conducts team meetings (huddles and triage sessions) to ensure that shared processes are aligned with our client’s KPI and organization’s policy.

● Must be able to delegate tasks to team members to maximize their potential.

● Report the overall performance of your team and suggest possible areas of improvement.

● Prepares reports on top and bottom performers and cross-checks this with the overall KPI /SLA set by our client.

● Delivers quality, productivity, and compliance KPI/ SLA reports on daily, weekly, and monthly reports.

● Facilitates interviews and supports the hiring process.

● Monitor attendance and concerns of all team members, coordinating closely with the HR Team for disciplinary cases.

April 2014 – April 2016: Deployed to Manila Water Company Inc., as Technical Support Engineer

● Provides level 1 and 2 supports to end-users for both internal and external clients (carriers or end- users depending on projects being handled) via phone or email.

● Configuring Cisco VOIP Phones using CUCM

● Documents issues and resolutions for reference by opening trouble tickets and tracking issues to resolution.

● Troubleshoots issues by using all the available resources that the group has

● Handles escalation and coordination with solutions engineers and/or technical counterparts if problems cannot be resolved

● Monitors supported running applications of internal and external customers and does basic troubleshooting should problems occur

● Monitors of pending issues and follow ups.

● Performs other duties as assigned by management from time to time.

● Manages day-to-day service delivery of problems and requests. Escalation of high priority issues.

● Printer Problem Support.

● Troubleshoot hardware and software problems of desktop and laptop. Supports mobile device i.e Blackberry, IOS, Android & Windows Phones.

First Data Corp Technical Support Engineer

August 2012 – May 2014: Deployed to Manila Water Company Inc., as Technical Support Engineer

● Provides level 1 and 2 supports to end-users for both internal and external clients (carriers or end- users depending on projects being handled) via phone or email.

● Documents issues and resolutions for reference by opening trouble tickets and tracking issues to resolution.

● Troubleshoots issues by using all the available resources that the group has

● Handles escalation and coordination with solutions engineers and/or technical counterparts if problems cannot be resolved

● Monitors supported running applications of internal and external customers and does basic troubleshooting should problems occur

● Monitors of pending issues and follow ups.

● Performs other duties as assigned by management from time to time.

● Manages day-to-day service delivery of problems and requests. Escalation of high priority issues.

● Printer Problem Support.

● Troubleshoot hardware and software problems of desktop and laptop. Supports mobile device i.e Blackberry, IOS, Android & Windows Phones.

EDUCATION:

College Polytechnic University of the Philippines – Computer Engineering Management & Technology

(CEMT)

(2009 - 2012)

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