Service Management
Resume:
VICTOR C. DAVID
*** *. ********** **. *** Joaquin Pasig City
*************@*****.***
QUALIFICATION SUMMARY
Strong capability to translate concepts into detailed processes
Thorough and methodical, able to manage people and multiple projects
Performs and delivers expectations with sense of urgency
An excellent team player who works effectively well with business partners in accomplishing goals and driving synergy across functional units
Highly skilled in group facilitation, presentation, and use of computer software applications AREAS OF STRENGTH
STRATEGIC PLANNING, EVENT MANAGEMENT, ORGANIZATION STRUCTURE ENGINEERING, CHANGE MANAGEMENT, ORGANIZATIONAL ASSESSMENT, ORGANIZATION TRANSFORMATION, PERFORMANCE MANAGEMENT, PERFORMANCE COACHING AND COUNSELING, TRAINING & DEVELOPMENT, PROJECT MANAGEMENT, SYSTEMS DEVELOPMENT, GROUP PROCESS FACILITATION, AND CONSULTING
PROFESSIONAL EXPERIENCE
Purveyr Post
July 2019 – Present
Part-time Retail Store Manager
• Completes store operational requirements by scheduling and assigning employees; following up on work results.
• Maintains store staff by recruiting, selecting, orienting, and training employees.
• Maintains store staff job results by coaching, counseling, and disciplining employees; planning, monitoring, and appraising job results.
• Ensures availability of merchandise and services by approving contracts; maintaining inventories.
• Reviewing merchandising activities; determining additional needed sales promotion; authorizing clearance sales; studying trends.
• Markets merchandise by studying advertising, sales promotion, and display plans; analyzing operating and financial statements for profitability ratios.
• Secures merchandise by implementing security systems and measures.
• Protects employees and customers by providing a safe and clean store environment.
• Determines marketing strategy changes by reviewing operating and financial statements and departmental sales records.
• Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
• Maintains operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures.
• Contributes to team effort by accomplishing related results as needed. IBM ( BPI PROJECT )
March 2019 – Present
Configuration Manager
• Provide support to project teams in configuring and base-lining project items.
• Prepare configuration documentations and maintain Configuration Management (CM) database.
• Review and recommend improvements to existing CM processes.
• Maintain data quality, integrity and security of CM database.
• Schedule audits on CM database and assist in implementing audit recommendations.
• Develop security guidelines to avoid unauthorized damage or usage of project items
• Work with configuration teams in development and enhancement of CM tools.
• Assist in management, maintenance and automating of CM tools.
• Analyze configuration issues and propose appropriate resolutions. IBM ( San Miguel PureFoods Project)
January 2014 – December 2018
Service Delivery Manager
• Manage of the IT Service Delivery Team including responsibility for the service desk, application support, career development and staff appraisals.
• Ensuring the SLA’s/KPI are achieved; service quality and client expectation are met or exceeded.
• Effectively monitor, control and support service delivery, ensuring system, methodologies and procedures are followed.
• Build and maintain client relationship both internally and externally.
• Attend client service review meeting covering performance, service improvement, quality and processes.
• Implement and facilitate workshop and training courses with reference for career development and appraisals.
• Provide report to an agreed schedule or on request and presenting on service status to management team.
• Responsible for Service Delivery team shaping, building, development management and motivation.
• Planning facilitated session for any aspect of service delivery including incident review, problem resolution, capacity and planning.
• Maintain high performing service support functions including and IT Service Desk, Desktop and VIP Support.
• Owner of incident, Request and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and escalation service improvement activities when required.
• As owner of the escalation process, take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
• Work with internal and third-party team to ensure action are taken and completed to protect and improve services.
• Manage and strategies the DLP and FRP deployment project.
• Manage AV and AD compliance.
IBM Business Solution
April 2010 – January 2014
Helpdesk - Jr Lead
• Provide first level contact and convey resolutions to customer issues via call/email type
• Properly escalate unresolved query/issue to the next level of support
• Track, route and redirect problems to correct resources
• Update customer data and produce activity reports
• Walk through customers on the IBS Process
• Provide feedback and update the client/users
• Provide excellent customer service and exceed customers expectation
• Monitor and track PGP encryption for all deployed machines
• Recommend and modify knowledge base for all technical procedure [help desk procedures, products and services] as well with new hire manual
• Perform initial problem determination/resolution (Level 1) in support of contract scope of services with related hardware, software and services support as specified in the contract schedule
• Validate IT service request and assigned priority in line with contract expectations or as requested by the customer
• POC for escalation procedures according to SLAs
• Update the user on their ticket status according to agreed frequency depending on severity and priority of the ticket
• Monitor open ticket within the SLA /SLO.
• Manage active directory and share drive account creation
• Accommodate request for BCO webmail password reset and PGP token.
• Provide Monthly Report on the AHT, ACW SLO Metrics and Group AUX for call monitoring and Active Directory creation via ERD and IT Service Request
• Provide training and seminar for new hire
CareerCare.com.ph
August 2008 – February 2010
Operation Support Specialist and Graphic Artist
Unit 301 3rd Flr. Makati Executive Bldg, V.A Rufino St. corner Leviste St., Salcedo Village, Makati City
• Acknowledged incident and service request from the user which in line with IT related problem and business needs
• Identify root cause, response on the severity / impact of business operation and provide accurate solutions on IT concern/s
• Install and perform repair to hardware, software and company equipment
• Update company website “careercare.com.ph” on daily basis
• Monitor and response to the inquiry of the job seeker and prospect client
• Provide graphic design and marketing strategy
• Work with procurement to obtain the most cost-effective quotation for IT equipment
• Provide IT manual guide for the company
• Provide excellent customer service and conduct special projects as business owner request.
• Conduct interview, sourcing of applicant, posting of job requirements on the free site for HR assistance Certification
July 2019 ITIL 4 Axelos Global Best Practice
(Character references will be forwarded upon request.)
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