Service Delivery Manager
Resume:
Mutual Homes Subdivision,
Soldiers Hills Village
Muntinlupa City, Philippines 1772
Mobile: 091*-***-****; Land line: 8519-3129
Email: *************@*****.***
Linkedin: https://www.linkedin.com/in/robert-batino-33802642/ Robert S.J. Batino
WORK EXPERIENCE
EVOCATE – Service Delivery Manager, Service Desk
April 23, 2018 – July 31, 2020
Lead responsibilities:
Service Delivery Management:
• Service Desk mobilization, implementation and operation.
• Change management and roll-back process.
• Client & Vendor management maintain client relation and satisfaction. Project Management:
• Analyze, Schedule and Deliver.
Office management, Back Office Administration and HR services:
• Staff daily time sheet follow-up and data entry.
• Assisting with writing sales proposals & customer relationship management.
• Assist in creation and submission of invoices.
• Human Resource and Payroll for Philippine employees. IBM NUVALI – First Line Manager, Service Desk
October 23, 2015 – April 13, 2018
One of three Team Managers, managing a team of 24 agents in a cross functional team composed of CTS (Level 2), IMACD and Swivel.
Lead responsibilities:
• Manage the daily team activities and ensure the operation runs smoothly.
• Drive team adherence and manage monthly scheduling.
• Manage key business metrics SLA's and KPI’s, run reports & conduct a thorough analysis of SLA misses.
• Drive Continuous Improvement within the team along with metrics improvement.
• Generate dashboard and scorecards for Management and Client review.
• One-One with the team members and scheduled Monthly Team meetings, provides feedback and coaching.
• Knowledge management for the team and quality control.
• Apply performance management strategies - action plans and BQ planning.
• Performance management and appraisals for the entire Team.
• Responsible for employee career development.
VERIZON ENTERPRISE SOLUTIONS – Supervisor, External Audit October 24, 2011 – October 31, 2014
Member of the Vendor Management team which audits the operation of partner BPO’s. Lead responsibilities:
• Manage the roll-out of service assurance best practices within the partner vendor.
• Quarterly contract attestations.
• Transition and Implementation of processes.
• Vendor audit on managed services including email servers- correlate audits for management review and vendor improvements.
• BCP and failover POC.
STRATEGIC NETWORKS, INC. – Project Manager for Structured Cabling (I.T.) April 26, 2010 – October 14, 2011
Shared resource for HP’s (Hewlett-Packard) Project Management Office. Main objective is to plan, execute, and finalize projects according to their clients request this includes but not limited to identifying resources and coordinating the efforts of team members and third-party contractors in order to deliver projects according to plan.
Lead responsibilities:
• Plan, Direct and Manage project development milestone from beginning to end.
• Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.
• Effectively communicate project expectations to team members and stakeholders.
• Estimate resources and man power needed to achieve project goals.
• Draft and submit budget proposals and recommend subsequent budget changes when necessary.
• Where required, negotiate with other department managers for the acquisition of required personnel from within the company.
• Delegate tasks and responsibilities to appropriate personnel.
• Identify and manage project deficiencies; resolve issues and conflicts within the
“Problem/Crisis Management Team”.
• Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work. FIRSTSOURCE SOLUTIONS, LTD – Team Lead, Telco Account July 21, 2008 – April 16, 2010
One of three Team Managers, managing 17 agents, oversees the “Test and Activation” of network nodes.
Lead responsibilities:
• Daily Report Generation – Daily conference call with the client
• Schedules, coordinates and facilitates client communication
• Coordinates with the manager on product updates and tools downtime.
• Assist agents on troubleshooting and escalations to continuously improve product know- how.
• Supervises queue and equally distribute service orders among technicians, communicates and get feedback from agents about issues that may require immediate results.
• Manages daily operation.
VALUE COMMERCE – Senior System Operator
August 20, 2007 – July 11, 2008
Managing 11 Sys Ops in a 24/7 environment, monitoring and support of production servers and applications.
Lead responsibilities:
• Manages and regulates the operations of servers and their processes, to take actions in attempt to avoid or resolve service incidents.
• Escalate issues whenever deemed necessary. Prepare RCA related to all incidents for future reference.
• Work closely with other I.T. Department such as DBA, Network Admin and Security Admin in testing and upgrading of new systems and programs prior to deploying them to production.
SYKES – Network Tower Lead, Telco Account
December 12, 2005 – August 17, 2007
Managing 15 technicians in a 24/5 environment, support WAN/LAN & back up connections as well as hardware configurations.
Lead responsibilities:
• Coordinates with the manager on product updates and tools downtime.
• Answers escalation calls as well as handles priority tickets.
• Assist agents about troubleshooting and escalations to continuously improve product know-how.
• Supervises queue and equally distribute tickets among agents, Communicates and get feedback from agents about issues that may require immediate results.
• Manages daily operation.
Technical Support Professional for OOB/ISDN devises:
• Responsible for technician dispatch for hardware configuration and/or replacement.
• Report back to PIM, CSM & SM on issue resolutions.
• Provides 1st hand assistance to technicians thru hardware configurations. APAC CUSTOMER SERVICE, INC. – Pharmacy Support Representative December 6, 2004 – September 30, 2005
MEDCO Account (Agent) Dec 2004 – Sept 2005
SYKES – Technical Support Representative
September 11, 2000 – May 31,2004
MSN IA CS Email & Chat March 2001 - Dec. 2003
MSN Passport Email January 2001 March 2001; Dec 2003 May 2004 HP Intel Project Voice September 2000 January 2001 TRAINING and SEMINARS
Cisco basic trouble shooting (Trained, not certified) ITIL ver 3 (Trained, not certified)
PMP (In-house, HP Standard)
Six Sigma (Yellow Belt, FirtSource Ltd.)
EDUCATIONAL ATTAINMENT
A.M.A. Computer College BS Computer Science (1995-2000) Mother shepherd School Elementary and High School
PERSONAL INFORMATION
Age: 41
Birthday: October 27, 1978
Height: 59 1/2
Weight: 95 Kgs.
Nationality: Filipino
Religion: Roman Catholic
CHARACTER REFERENCE SHALL BE FURNISHED UPON REQUEST
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