Manager Software
Resume:
RAFAEL MARTIN SAMONTE
PERSONAL INFO
Phone:
Email:
**************@*****.***
Address:
*** ***** **. **** **** Subd. Paranaque Metro Manila 1714
SKILLS
Leadership
Technical Proficiency
Organizational
Analytical
CERTIFICATIONS / TRAININGS
STANFORD TECHNOLOGY GROUP
2003
Certification: CompTIA A+, Network +
Location: Tamuning, Guam United States
INFORMATICS INSTITUTE
2000
Certification: Certified Network Professional Program
Location: Makati City, Philippines
INFORMATICS INSTITUTE
1999
Training: C++ Object Oriented Programming
Location: Makati City, Philippines
INFORMATICS INSTITUTE
1998-1999
Certification: Certified Internet Professional Program
Location: Makati City, Philippines
HTML PROGRAMMING LANGUAGE
GRAPHICS DESIGN MANIPULATION, SLICED IMAGES
PERL PROGRAMMING LANGUAGE
WINDOWS IIS SERVER ADMINISTRATION
EXPERIENCE
Windows Server Architecture
Network Administration and Infrastructure
Office 365 Administration
Linux
MySQL
PHP
CURL
HTML
XML
PERL
Visual Basic
Microsoft Applications
Microsoft OS
Content Management Applications
CRM
PC Troubleshooting
Database Administration
Asterisk PABX
Kayako Ticketing System
Zendesk
JIRA
Solar Winds
Amazon Web Server Services
Call Center Setup
Wordpress
PROFESSIONAL SUMMARY
An innovative and effective individual in providing leadership in strategic directions. Ability to interpret information in multiple viewpoints as a team player & team builder. Proficient with all major computer operating systems, software applications, web design & development, and SEO strategies. Experience in training, supervision, and management of IT Operations in various industries. Committed to maintaining a service-oriented culture within the organization. Entrepreneurial with a sophisticated understanding of technology's evolving role in multiple lines of businesses. Ability to interact at the highest levels of any organization. Resilient with a strong work ethic. Reliable in ensuring the delivery of superior IT solutions & services from strategy to implementation within a limited budget. Bridges the gap between business and technology via the areas of web development, search engine marketing & optimization, planning, and implementation. Proven record of success in overseeing effective network systems, and reputable for being the nation’s most experienced SEO expert.
EMPLOYMENT HISTORY
IT Crowdhelpdesk Manager / DPO Officer
Appen Butlerhill Philippines. Davao, Davao Del Sur
May. 2017 – Nov. 2019
Effectively Manage the Crowd Service Center Help desk.
Create optimal staffing plan that supports the business plan and prioritizes customer service.
Monitor, measure and analyze performance to improve ticket turnaround times.
Development of a superior Department and workforce prioritizing Customer Service for the crowd.
Analyze metrics to improve performance.
Define Help desk processes, educate the team for adoption and measure outcomes.
Communicate and Collaborate with Business Unit Heads in accomplishing Corporate goals and plans.
Proven analytical skills including the ability to proactively identify problems, gather information and set course of action.
Senior Subject Matter Expert / Escalation Desk
VXI Global Holdings Philippines. Makati, Metro Manila
Feb 2013– Feb 2017
Manage timely resolution of escalations and support small projects of account operations while working with and maintaining the relationships and performance of a team.
Provide prompt support, answer questions and resolve issues for technical support team.
Supervise and ensure daily responsibilities and metrics are accomplished with the assigned team.
Conducts Team Huddle for skill transfer and other client related announcements or concerns.
OMCT Certified by AT&T to coach agents.
Handled transition period for new batches of Technical Support Analysts.
Launched and Piloted the Escalation Desk Department for Managerial Calls.
Focal point of time-sensitive and accurate information and support when team lead is unavailable.
Tier 2 Technical Support Representative
24/7 Customer Philippines. Makati, Metro Manila
Jan. 2010 – Jan. 2012
Analyze, troubleshoot and resolve technical issues for voice, internet or data installation and connection issues. Second level of support.
Address all customer and client concerns regarding the technical aspect and troubleshooting of a product.
Tier 2 Technical Support Representative
Convergys Philippines. Makati, Metro Manila
2009 – Dec 2010
Analyze, troubleshoot and resolve technical issues for voice, internet or data installation and connection issues.
Address all customer and client concerns regarding the technical aspect and troubleshooting of a product.
Information Technology Director
Evantage Incorporated, Philippines. Pasig, Metro Manila
March 2005 – February 2009
IT Director & CIO Co-founded the organization from initial planning and pre-operating stages to its launch of a total of only 4 personnel, to its development into a full-scale 24-hour call center operation of 92 employees occupying two offices. Planned, directed, controlled, and administered all technology processes and operations in order to meet the information requirements of the clients and personnel; Partnered information systems to supplement operations by orchestrating their procedures. Designed the setup and development of the call center's network, telephony, and systems infrastructure; created the VOIP Telephony Design of the center to reduce overall projected telecommunications cost. Examined critical technology processes and recommended ideal IT solutions in pre-operating and developmental stages and expansion in order to achieve target objectives. Implemented an Open Source Customer Relationship Management (CRM) application utilized mainly by Senior Management & Business Development, as well as for a few high priority accounts.
Implemented Asterisk Soft PABX in to eliminate the expenses of full-blown PABX equipment. Built, enhanced, tested, and released an Open Source Predictive Dialer System which directly contributed to a monthly average decrease of 40% in telecommunication expenses.
Generated a significant cost savings for the two year of operations by creating efficiencies through Integrated and deployed IT Asset Accountability Tracking System, Predictive Dialer Web Interface, Predictive Dialer System, Progressive Dialer System, CRM, CMS, Agent Production Statistic Analysis, Dialer Reports, Real-Time Agent Login Status, Real-Time Agent Monitoring, Corporate News, Corporate Messaging System, Human Resources Forms, & Agent Information Management Tools in one corporate intranet. Implemented Report Servers which hosted daily call activity logs, call recordings, and statistical analyses; trained and managed the Reporting Staff in generating daily documentation for ongoing accounts. Successfully implemented and managed IT-related accounts: Taskey, Decideware, Altria, Interfax. Managed a team of 10 IT personnel consisting of Database & Network Administrators, analysts, programmers, and IT Assistants.
Acted as the key contact in representing the IT Department to prospects and clients (in teleconferences, video conferences, and site visits) by introducing the advanced technology equipment and IT services of the center, reviewing and implementing new accounts' IT requirements, IT project management, integrating technology specifications, developing modifications to existing accounts and systems, designing technology procedures for inbound and outbound programs, evaluating network and systems usage, and ensuring that clients' IT system requirements are met on a timely basis.
Consulted with the Senior Officers and presented to Board Members the industry’s most recent technology developments, their values and applications, and their effects on the corporation.
Conceptualized, maintained, and developed the corporate website design and lay-out as the assigned Webmaster for the entire duration of employment, from Concept through Production to Development.
Created and produced high quality graphics (Graphic Design), layout, images, User Interface Graphics, and Flash Animations.
Coded and developed the website with HTML, CSS, JavaScript, and DHTML.
Collaborated with the Marketing Department to update website content & facilitate online advertisements.
Designed logo illustration and imagery on all corporate business cards, letterheads, and forms.
Improved corporate website traffic, increased the average daily volume of new client inquiries, and increased the page ranking of the corporate website in major search engines (Google, MSN) through the introduction and facilitation of Search Engine Optimization (SEO) services using effective “White Hat” techniques. Administered all technical aspects of SEO and Search Engine Submission. As an SEO Specialist, Responsible for the leap from page 32 to page 1 as a natural listing in Google for the keywords “appointment setting”, “outbound telemarketing”, “outbound lead generation”, and “Philippine call center” within a period of only 6 months.
IT Manager, Business Beanstalk Philippines. Pasig, Metro Manila
August 2004 – March 2005
Examined critical technology processes and recommended ideal IT solutions in developmental stages and expansion in order to achieve target objectives and exceed client expectations. Responsible for constantly updating the company's network, telephony infrastructure and overall IT related operations. Managed and directed an IT team of 3 personnel.
IT Manager, Inland Builders Corporation. Guam USA, Harmon
February 2002 – July 2004
Created and Implemented the Integrated Inventory System
Managed and directed all aspects of IT Operations for the parent company and all subsidiaries.
Doubled revenues caused by the implementation of real-time communication and data exchange among the various subsidiaries.
Administered and monitored Corporate LAN / WAN Infrastructure. Achieved goals in streamlining communication and real-time data exchange.
Introduced and implemented clients’ color overlay scheme to renovating projects.
Plotted Networking Cables on Construction Projects such as Buildings, Schools and Churches. Holiday Inn Resort Guam
Achieved targeted corporate goal of utilizing and maintaining POS software.
Monitored and managed the IT Department of 7 personnel.
Marianas Linen Supply Incorporated Successfully implemented open-source industrial laundry software which proved to be 58.5% more efficient than proprietary software that was in place. Results were reported by an outside IT systems analysis firm. Managed, assessed, and evaluated the performance of the IT Workforce.
Created inventory and client database using PHP and mySQL Content Management System (CMS).
Implemented Corporate CMS for real-time data exchange.
Managed Merchant Account Software. Authored and distributed a strict Security and Process Manual. Achieved the corporate goal of utilizing existing licensed software (inactive since procurement). Streamlined workflow by implementing real estate systems that eliminated double spreadsheet documents. Cleaned the Real Estate Property and Customers Database.
MIS Assistant / Network Administrator, Planters Products Incorporated Philippines. Makati, Metro Manila
February 1998 – January 2002
Conducted advanced Microsoft Office supplementary knowledge to employees.
Created Power Point presentation for different department and its subsidiaries.
Documenting Software Implementation Timeline and Process.
Served as a Graphics Designer and Layout Coordinator for Greenfields, an agricultural magazine subsidiary of Planters Products Inc.
Created, designed, and developed the Corporate Website. Maintained PC Hardware and Software for the parent company and all its subsidiaries.
Administered FACT Accounting Software.
Consolidated and created SSS and Pag-Ibig Contributions of the Stockholders.
Attended the executive level meetings and conferences as the assigned representative to document the minutes.
EDUCATION
International Academy of Management and Economics Philippines. Makati, Metro Manila
Bachelor of Science, Management, Mar. 1997
Colegio San Agustin Philippines. Makati, Metro Manila
Primary and High School, 1980 – 1993
Reference available upon request
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