Service Desk Manager

Arlene Florentino-Ambas

B**, L*, Birmingham Village, Brgy. Pulo Cabuyao City, Laguna Philippines

M: +63-915-***-**** 091*-***-****

E: ****************@*****.***

Career Objective:

Seeking a challenging career in a progressive organization that provides an opportunity to capitalize my Technical skills and abilities in the field of Information Technology. Experience

August 2015 - January 2019 (3.6 years)

Harbour IT Asia (a Canon Company) Union Bank Plaza Ortigas Pasig City Manila Philippines - IT Service desk Operations Manager

● Mainly responsible for the management of Manila Service Desk Department and overall service delivery of projects within 21 Clients and over 60 Full time employees.This position also covers the negotiation & coordination of third party vendors, service level management, operations procedure development and liaise with internal users.

● Highly experienced in client management including participation governance review meetings, good communication, complex problem management, consultative, building and managing high performance teams.

● Manage the Service Desk team and evaluate performance that includes Setting of objectives and KPI and evaluate performance based on the corporate standard.

● Ensure customer service is timely and accurate on a daily basis that includes but not limited to monitoring the resolution of all IT incidents/requests initiated via ticketing system

(ServiceNow/Ivanti), phone (Cisco) or email (office 365) so as to ensure they are handled timely and resolved according to service level agreement (SLA)

● Train and support Service Desk Analyst which includes Developing a training plan for Service Desk team and providing guidance and technical advice to in daily operation.

● Set and meet specific customer service standards specifically providing enough care to VIPs.

● Develop regular reports on Service Desk team’s productivity and service quality, First Call Resolution, First level resolve ratio and customer satisfaction (Extract ServiceNow performance services reports to formulate then review and evaluate with team Leader’s and management to align for performance improvement.

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● Propose, define, deploy and optimize Service Desk practice and solutions by Proactively identifying and managing potential problems, Follow up with customers to identify areas of improvement and Establish best practices through the entire technical support process.

● Ensure IT projects implementation successful by Leading the team to implement, deploy IT projects together with the Service Delivery Manager and the IT manager counterpart. Set up project plan and monitor progress along project execution period and coordinate with projects stakeholders to ensure scope of works and roles are well respected.

● Align security protection according to Group Security Policy by handling security Incident according to defined protocol and workflow, evaluate risk and impact, escalate to upper level and assisting in promoting user awareness in security protection.

● Ensure IT Infrastructure availability and performance by Managing all infrastructure/systems according to Group standards and aligned practices, Define and implement backup up, recovery & emergency procedures and apply them and Take ownership of the IT infrastructure setup likewise Taking ownership of the computer room setup and operations.

● Assist Head of End User Services to manage IT budget by keeping inventory of all IT asset, employee Salaries and monthly rewards and defining and exercising purchasing plan for all IT services and equipment. Ensure IT Infrastructure expense align with budget and departmental objectives.

● Service Delivery Management by ensuring the delivery compliance to SOW & service level adherence for all projects across Asia, Oceania and America.

● Project governance, crisis and escalation management to stakeholder when is required.

● Project Management (Definition, Execution and Finalization).

● Project Planning (creating detailed project road maps, plans, schedules and work breakdown structures).

April 2013 - July 2015 (2.3 years)

Harbour IT Asia (a Canon Company) Union Bank Plaza Ortigas Pasig City Manila Philippines - IT Service desk Team Leader

● Lead the team to 10 Full time employee working for multiple accounts.

● Spearhead the transition of 2 new Australian Clients (project transition, on-Boarding, Operations and Service Improvements)

● Regularly review the Key Performance Indicators (KPIs) to ensure they are driving the required behaviours and outcomes.

● Produce the team reports to track how the team is performing.

● Coaching and leading the team to uplift and grow their skills.

● Lead activities to improve processes and procedures and create a culture of continuous improvement.

● Overseeing all Technical tickets (Lotus notes, Front Range and Service Now)

● Accountable for troubleshooting network outages and applying corrective actions.

● Point of escalation for Level 1 issues and following them through until the issue is resolved. This may require forwarding to NOC/Engineering team for deeper investigation

● The first point of contact for business issues.

● Liaising with customers/vendors to implement and restore services.

● Maintaining the support Knowledge bases.

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February 2012 - April 2013 (1.2 years)

Hewlett-Packard (HP), 3rd World Square Upper McKinley Road, Taguig Manila Philippines- Technical Lead

● Overall responsible for over a hundred Service Desk employees servicing global Maersk line users.

● Referred by the team as the “Metrics Champion” by ensuring that the account is exceeding the SLA set by the customer per region.

● Acts as Knowledge Manager by ensuring that all Technical Standard operating procedures as kept, updated and well managed in a single place of storage readily available to all Technician.

● Acts as Transition Manager during project transition and any other process handover during the fusion of all regions.

November 2007 - January 2012 (5 years)

Maersk Global Service Centre, Wynsum Building Ortigas Pasig City, Philippines- ITIL Specialist and Team Leader

● User Service Management Project Coordinator - November 2011 to January 2012 - Project Name: Maerskline Support Matrix Standardization.

● Team Leader for Latin America and East Mediterranean Region - May 2011 to October 2011.

● Officer-in-Charge IT Service Desk Manager - January 2011 - April 2011.

● Service Desk Quality Assurance Lead - July 2010 to March 2011.

● Team Leader for Asia Pacific Region - January 2010 - June 2010.

● IT Service Desk Specialist - August 2008 to October 2009.

● Documentation Assistant - November 2011 to August 2008. June 2007 - August 2007

EnfraUSA Solutions Inc., Orient Square Building Ortigas Pasig City, Manila Philippines- Customer Service Representative

● Voice Chat and Website administrator

January 2006 - May 2007 (1.5 Years)

SPi Technologies Inc., SPI Building Paranaque City, Manila Philippines- Indexer / Data Analyst

July 2004 - February 2005

F. Alonzo Legal Office and Real Estate Consultancy., Calamba City, Laguna Philippines - Legal Secretary

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Education

June 2000 - April 2004

Colegio De San Pedro Institute of Computer Technology, Pacita Complex, San Pedro Laguna Philippines- Bachelor of Science in Information Technology (BSIT) June 1996- April 2000

Laguna College, San Pablo City, Laguna Philippines- Bachelor of Science in Accountancy

(BSA) Undergraduate (3rd Year).

Achievements / Certifications

● ITIL V3. Foundation - September 2011 - Exin

● Comprehensive Communication and Skills training - April 2005 - Informatics Trainings

● Back to Basics: Leadership 101 - November 2018 - Marajo Tower BGC

● Driving Performance through coaching - September 2014 - Ateneo Graduate School

● Conflict Resolution: Dealing with Difficult People - October 2014 - People Dynamics Inc.

● Yellow Belt Six Sigma( Maersk Kaizen Belt) 2011 - Maersk Global Service Centre.

● Microsoft Certified Desktop Technician (MCDST) Training - November 2010 - Maersk Global Service Centre.

● Facilitator’s Training - May 2010 - Maersk Global Service Centre. Technical Skills

● Windows 2008/2012

● Active Directory 2008/2012/ ARS

● Microsoft Exchange 2010/2013

● Citrix Xenapp/Xendesktop/Netscaler/VIP symantec

● Microsoft office 365

● Microsoft Azure Cloud

● Lotus Notes/BMC Remedy/ Service Now

● Dameware/Teamviewer/ LogmeIN/RDP

● VDI/VPN

Reference

● Available Upon Request

Contact this candidate