Manager Service

Asuncion, Nelson Angelo A.

B*D L* Chelsea St. Sta Catalina Mission Hills Antipolo

Rizal 1870, Philippines

+63-917-***-**** (mobile); +63 2 8656 5230 (home)

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

Professional Experience

AT&T Global Network Services October 2006 – August 2020

Nature of Business: International carrier, Internet Service Provider, Content Provider

Role: Global Service Assurance Manager (GSAM)

(Bridged the gap between customers’ negative perception and AT&T’s actual service performance based on available data; instilled process changes to improve operations team’s efficiency resulting to an improved customer experience)

Clientlogic (Now Sitel) November 2005 – October 2006

Nature of Business: Business Process Outsourcing

Role: Telecom and Network Support Manager

(Synergized the organization’s Voice and Network Support teams)

Globe Telecom July 2004 - November 2005

Nature of Business: International Carrier, Mobile Phone Service Provider, Internet Service Provider

Role: Network Operations Head

(Stabilized the network and instilled measures to proactively address single points of failure)

Eastern Telecom April 1992 – July 2004

Nature of Business: International Carrier and Internet Service Provider

Role/s: Network Control Senior Manager and IP Networks Senior Manager

(Eastern Telecom’s Model Employee for the year 2002, Team-manship awardee Eastern Telecom 1998, Service Awardee of Eastern Telecom’s Achievers’ Conference 1996)

Job Description

AT&T GSAM

Address customers’ operational concerns and executive escalations

Regular analysis of trouble tickets to identify opportunities for service improvement

Periodic probe into available data and information to address recurring faults/alarms, minimize downtime, and recommend other appropriate action/s to improve service.

Ensure the pertinent customer specific process and instructions are observed consistently

Provide customers with root cause analysis (RCA) and other reports as may be required

Identify service gaps and come up with a solution to bridge the identified gaps

Service Desk Management

Ensure operation teams’ consistent compliance to established process and identify opportunities to streamline or improve existing process

Ensure vendor is meeting the metrics or Direct Measurement of Quality (DMOQ) and instill measures to improve the metrics as necessary

Call monitoring and ticket reviews to identify coaching opportunities among the agents

Vendor audits to confirm that security measures are in place and are observed to protect AT&T customer’s information and mitigate identified risks.

CLIENTLOGIC TNS Manager

Ensure optimum voice and data services to support operations

Network security and Payment Card Industry (PCI) compliance

Appraise single point of failures within the Telephony and Network infrastructure.

Plan and implement measures to ensure that ramp ups and expansions are supported cost-effectively and on time.

Evaluate and implement the most effective way to address identified vulnerabilities.

Plan a scalable infrastructure to be able to address the dynamic needs of the organization.

Budget planning and optimization.

Establishment and development of IT process that is aligned to the business objectives of the organization and is based on best practices.

Pursue staff development and certification (if applicable) within the organization and identify staff’s needs

GLOBE TELECOM NETWORK OPERATIONS HEAD

Ensure the overall operation, administration and support of corporate local area network (LAN) and wide area network (WAN)

Protect the network from external attacks such as virus outbreaks, spams, DOS etc.

Ensure continuous corporate services such e-mail, web browsing, anti-virus server availability, sharepoint portal etc.

Business Continuity/Disaster Recovery Plan and Maintenance

Identify single point of failures (SPF) within the network, recommend and implement appropriate action/s to address this and improve the network.

Establish processes for Incident Management, Problem Management, Change Management, and Release Management.

Component failure analysis for critical systems and services.

Project implementation to improve network infrastructure and network efficiency.

Establishment and development an IT Service Desk that shall be the single point of contact for business partners and content providers from application, database, hardware to network concerns.

Ensure compliance to ITIL (IT Infrastructure Library) standards.

Evaluate the team’s CMMI (Capability Maturity Model Integration) maturity and instill measures to improve CMMI level.

Identify the staff’s other needs and recommend appropriate trainings to fill identified gaps.

Ensure a reliable connection of all Globe Business Centers across the whole country.

EASTERN TELECOM NETWORK CONTROL MANAGER

Ensure continuous 24 x 7 operations of NCC.

Ensure that all fault tickets raised by the customers are given the necessary attention and the service availability is meeting the committed service level agreement (SLA).

Ensure that the escalation procedure in place is observed and is effective.

Make sure that the efforts of different maintenance groups such as Transmission, Switching, IP Networks, Private Networks and others are synergized towards a common direction.

Guarantee that established back-ups and network redundancies are ready for utilization in case the need arises.

Appraise all newly provisioned circuits to ensure that installations, configurations, test results and documentation are within the ITU-T standards

Coordination with local and international Telco

Look for ways to optimize the network to improve efficiency and maximize the use of available resources.

Regularly meet with external customers to identify and address their various needs and manage their expectations.

Identify the needs of the technical staff and recommend or implement the necessary actions and programs to address these needs.

Chairman of the technical staff’s steering committee to assess and ensure the regular advancement and upgrade of the organization’s deserving technical staff.

Skills/Proficiencies

Customer Service

Excellent

People Management

Excellent

Vendor Management

Excellent

Service Desk Management

Excellent

Service Management

Excellent

Network Operations and maintenance

Excellent

Process Formulation, Compliance and Review

Excellent

Client Stakeholder Management

Excellent

End user Support

Excellent

Data Mining and Data Analysis

Very Good

Project Management

Very Good

IP Networks, Networking and other Current Technology

Good

Network Security

Good

Network planning and Design

Good

Cloud Governance and Security

Good

Education

Pamantasan ng Lungsod ng Maynila 1987 to 1992

Intramuros, Manila

(Awardee of Best E.C.E. Student for batch 1992)

References

Available as needed

Contact this candidate