Manager Engineer

AMERWINPINO BARROZO

Address: Block ** Lot **A Fortune plant St. Makati City Mobile: +63.998-***-****

Email: ******.*******@*****.***

JOB OBJECTIVE

A senior position in the Information Technology Department with a fast pace environment, that I can share my skills and abilities

STRENGTHS

19 years’ experience working in the Information Technology Department in a call center environment

With 17 years of experience in organizational leadership and relationship building with clients, stakeholders and team members

A dynamic leader, able to bring energy, enthusiasm, and humor to motivate team members to achieve potential and meet objectives

An organized leader and a coach, able to quickly assess needs and provide tools to resolve difficulties, enhance learning, and improve performance

PROFESSIONAL EXPERIENCE

Transcom WorldWide – April 2018-Present

IT Director- IT Service Delivery

Lead the Regional IT department and manage the organizational issues within the operations.

Provide direction, supervision, coaching, training, and leadership to team to ensure operational effectiveness and continuous development of staff.

Complete performance reviews, merit reviews, one-on-one meetings, and management team meetings

Proposes initiates and implements changes that help advance the company’s current technology and business strategies.

Represents the support organization and the customer perspective in interactions with other departments

Ensure the highest level of customer satisfaction – meeting/exceeding established standards by evaluating and monitoring support performance and recommending and implementing resolutions plans as needed.

Part of the IT Change management Board in reviewing all changes across Asia so not to impact the BAU of Operations

Presents MBR and QBR with the clients and Internal business heads

Review and approves the purchase of IT Equipment’s within Asia

Develop and manage forecasts, budget, hiring plans, and strategic imperatives in line with company goals and objectives. Prepare annual IT Budgets each year

Review Statement Of Work for each client with respect to IT Requirements

Review infrastructure of each site recommends and implement improvements

Conduct regular project reviews in order to ensure appropriate we complete on time and risk and change management principles are applied across the project portfolio

Transcom WorldWide – Feb. 2011-April 2018

Regional Sr. IT Manager

Supervise different teams within the regional department and manage the organizational issues within the operations.

Manage the daily task within the call center that compose of 7 different sites in the Philippines

Implement system security in the organization to ensure the safety of all systems within our infrastructure

Review and recommended systems needed to improve the customer experience

IT POC for any infrastructure maintenance, voice communication and network issue within the Asia Region

Assign as IT SPOC for the 2nd largest account within the company with regards to any IT activity

Manage IT inventory each month and yearly asset tracker

Review and Analyze tickets assigned to the Regional IT team to provide a better service level

Anthem Solutions Inc. – Nov.2009-January 2011

IT Operations Manager

Manage Voice and Workstation Administrators group with their day to day activities

Oversee and manage the projects including the monitoring of the tasks assigned to the Telecoms group and Desktop support

Supervised the monthly and quarterly systems maintenance

Managed the ticketing systems for each group and worked on improving the customer satisfaction

Supported the client operations to meet their SLA which include but not limited to call volumes handled and customer satisfaction Index

Submitted monthly reports needed by the business and clients

PREVIOUS JOB EXPERIENCE

Sep 2008 - Nov 2009 IT Implementation Manager - Sitel Philippines

Apr 2007 - Sep 2008 Site IT Manager – Sitel Philippines

Jan 2007 - Apr 2007 IT Manager – Teleperformance (Vietnam)

Nov 2003 - Jan 2007 Telecoms Manager – Sitel Philippines

Feb 2002 - Aug 2003 Systems Engineer – Sitel Philippines

Nov 1999 - Feb 2002 Systems Engineer- Philippine Wireless Inc. (Pocket Bell)

May 1998 - Oct 1999 Telecoms Engineer- Automation and Security Inc.

Nov 1993 - Dec. 1996 Project Supervisor - Neptunia Enterprises

TECHNICAL SKILLS

Avaya 8700 Media Server (PBX) programming, operation, and maintenance

Avaya G3R Definity PBX programming, operation, and maintenance

Avaya Definity /Intuity Audix programming

Avaya CMS Version 11 &12 programming and maintenance

Nortel PBX Option 81c and 61c maintenance and operation

Computer hardware, software installation, and configuration

SEMINARS AND TRAINING ATTENDED

Managing Change- Nov 2019- Mandaluyong

Lean Sigma- Greenbelt- March 16-20, 2015, Ortigas City

Networking Fundamentals; May 17-19, 2012 TrendsNet Education Centre

VM Ware Implementation; Sept. 2012

ITIL V2; May 2010 Anthem Solutions Inc.

Project Management Fundamental; April 27-28, 2009 Trends Net Education Centre

Lean Sigma Yellow Belt; April 15-16, 2009, Ortigas City

Operations Manager’s Blitz Sept.13-15, 2006 Taipan Bldg Ortigas Center

Coach Blitz Training June 20-22, 2005 Pampanga

Avaya Communication Manager Basic Administration; April 4-8, 2005 Singapore

Principles of Leadership; Jan 2005 Ortigas City

Administering System Center 2012 Config Manager – Feb 2-6, 2015- Makati

EDUCATION

University of the East, Caloocan

Bachelor of Science in Electronics and Communication Engineering

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