Manager Service

Clarence U. Solaña

Address: Unit **H Tower * Forbeswood Heights

Rizal Drive, Bonifacio Global City,

Taguig, Metro Manila

Mobile No: 091*-*******

Home: ***-****

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

WORK EXPERIENCE

Assistant Director – Global Delivery Services

Headed Manila IT Service Desk Operations for Ernst & Young Global Delivery Services covering all EY global locations.

Internal Operations Lead for global L2 Support Operations comprising of teams in the UK, GSA, US and Philippines.

June 2015 – present

Ernst & Young

Taguig, Metro Manila

Tasks/Responsibilities:

Established IT Infrastructure group for Global Delivery Services, a shared services venture by Ernst & Young which was expanded to Manila from India.

Transitioned processes, knowledge and support from EY Core service desk of AMERS, EMEIA and AJPAC to Manila.

Support Experience Center Transition Management, repurposed and ramped up current team for proactive resolution management, deployment monitoring and VIP monitoring. This was in partnership with a new diagnostics tool that EY acquired in 2019.

On-site Management for second-tier service desk consisting of 44 L2 Associates, 4 L2 Senior Associates, 1 Operations Manager, covering all global locations with approximately 230,000 employees.

Remote Management, second-tier service desk consisting of 7 L2 Associates (6 technicians and 1 supervisor) based in Poland. Remote management of specialized service-desk team consisting of 11 L2 Associates (10 technicians and 1 supervisor supporting and based in Germany, Switzerland and Austria.

Early Life Support Manager, liaise between internal stakeholders and application owners for new releases and version roll outs. It is an enhanced level of assistance ensuring appropriate levels of support are provided during stabilization, issues are addressed quickly and knowledge transfer is occurring to the run organization. The objective of the plan is to establish specific activities that will occur that are above and beyond the standard production support plan as well as establish criteria for stabilization. The team consists of 4 ELS supervisors, 2 are located in the UK and 2 in the US.

Vendor Management of 3rd party company contracted to support EY globally for L1 and L2 technical issues. I ensure that SLA’s are met and maintained by collaborating with the vendor on how performance is approached and assessed. Conducting regular bi-weekly meetings with operational counterparts to review operational KPI’s and recommending action plans for execution. Attending daily meetings to assess trend and existing issues with vendor’s various global site locations.

Regional Manager – Global Service Desk APAC Operations

Manage Thomson-Reuters Internal Technology Global Service Desk Operations and Account Administration (ISSECAdmin) in the Asia-Pacific (Manila and Bangalore sites) for all global company employees.

January 2012 – July 2015

Thomson Reuters-Philippines

Taguig, Metro Manila

Tasks/Responsibilities:

Remote Site Management: Remote Operations Manager for Account Administration Support team located in Bangalore, India. Bangalore staff consists of 22 administrators and 2 managers, catering to the Finance and Risk division.

On-Site Management: Operations Manager for company frontline IT service desk teams located in Manila, Philippines. Manila staff consists of 140 analysts, 4 senior service coordinators and 5 managers. Currently catering to Finance and Risk, Legal, Intellectual Property and Science, Tax and Accounting and News and Media divisions. Utilizing voice, chat and email mediums of support for over 100,000 employees globally.

Team Manager – Global Service Desk

Manage Thomson-Reuters frontline internal service desk located in Manila, Philippines consisting of 25 analysts catering to the company former-Professionals division. Support was for voice and email mediums.

July 2010 – January 2012

Thomson Reuters-Philippines

Taguig, Metro Manila

OIC-Operations Manager

Performed managerial tasks in the capacity of the Senior Team Leader post. Supervising a cluster of 8 Team Leaders. Program POC for 2 out of its 5 KPI’s.

Oct. 2009 – May 2010

Convergys-Philippines

Quezon City, Metro Manila

Senior Team Leader

Served as Tier 2 Agent Team Leader for the company’s start-up site in Quezon City simultaneous with role as transition Team Leader. Created the account’s Tier 2 program. Awarded the company’s “Power of One” for 2008. Awarded the company’s “Powered by People” for 2008 through nominations from peers and program’s Operations Managers.

Dec. 2008 – Dec. 2009

Convergys-Philippines

Quezon City, Metro Manila

Team Leader 2

Served as transition team leader for two technical support programs to manage the performance of its new hire agents. Created and implemented new transition programs. Awarded the company’s “Power of One” for 2007.

Jan. 2007 – Dec. 2008

Convergys-Philippines

Makati, Metro Manila

Team Leader

Supervised a roster of 15 Tier One agents. Managed and exceeded program KPI’s. Mentored for program Team Leaders and rated high-potential agents.

Oct. 2006 – Dec. 2007

Dec. 2004 - June 2005

Convergys-Philippines

Makati, Metro Manila

Technical Support Representative

June 2004 - Dec. 2004

Convergys-Philippines

Makati, Metro Manila

Technical Support Representative

Sept. 2001 - Feb. 2003

People Support - Philippines

Makati, Metro Manila

Collections Officer (Credit and Collection)

June 2001 - Sept. 2001

Standard Chartered Bank

Makati, Metro Manila

EDUCATION

San Beda College of Law

Mendiola, San Miguel, Manila

2005 - 2006

Ateneo College of Law

Makati, Metro Manila

2003 - 2004

De La Salle University

Taft Avenue, Manila

Bachelor of Arts degree in Economics, minor in Political Science

1997-2001

La Salle Greenhills

Ortigas Avenue, Madaluyong City

High School and Grade School Diploma

1987 - 1997

SKILLS AND COMPETENCIES

Performance Management, Incident Management, Service Level Management, Process Improvement and Implementation, Training Delivery, Operations Management, Remote Site Management, Quality Management, Account Administration, Siebel/CRM, Avaya-Avaya Supervisor, CAD – CAD Supervisor, Talent Management and Development.

INTERPERSONAL SKILLS

Hard worker, dedicated to my job, flexible, good customer service skills, Maintain work ethics, ability to work efficiently, highly motivated, Ability to work under pressure, Strives hard to achieve ambitions and find new challenges. Good communication skills Fluent in oral and written English and Filipino, Good PC and Typing Skills- Word, Outlook, Excel and PowerPoint

REFERENCES

Available upon Request

Contact this candidate