Manager Support

Michael Lopez

Pasig, Philippines

+639********* / **********@*****.***

With 10 years of IT Operation and Support experience in the BPO and Service Provider industry, from built out projects to supporting and developing existing support system. Experiences includes managing IT Operations and Support (24/7), creation of process, enforcing and auditing standards / policies. With a background of IT Service Desk, managing low to high priority tickets / tasks / projects in coordination of the different group or discipline in the IT Department.

May 2019 – Present

TaskUs – IT Support Manager / Service Delivery Manager

Job Description

Manages daily IT operations for Lumina Site that consists of 18 support members. Daily activities consist of procurement, asset management, onsite/remote support, and ad hoc activities to support various requirements from other departments.

Reports directly to the IT Support Senior Manager / VP of IT Operations

Have 18 direct reports.

Coaching and performance review.

IT Policies Documentation and Process Planning.

Facilitate the allocation of IT equipment / resources or Capacity Planning (PH)

Security and Compliance management.

Support for new and existing line of business

Point of escalation on all IT Operational activities

Change control participant.

Other global initiatives such as capacity planning, patching, remote deployment or desktop specific roll outs.

On – call status 24/7

Major Accomplishment:

Patching compliance leader, have successfully driven and improved the process to a consistent compliance score.

Lumina support transformation/improvement.

Have been a key player in the most recent IT organizational change and is now currently supporting 1 of 2 of the largest account globally as a Service Delivery Manager.

Have started the trend in “Self Service” solutions as part of a global initiative in providing more options and accessibility for our customers.

January 2014 – February 2019

The Results Company – Regional IT Manager (Philippine Sites)

Job Description

Responsible for managing the IT Support Operation Center that consists of 30 staff across the region. Day to day activities consists of assisting the team in completing work assignments, providing basic to advance work direction from planning, implementation and supporting projects. Team performance is monitored and reviewed for adherence to schedule, key performance indicators and overall quality.

Application support to internal and external clients, responsible for evaluating and improving IT Operations processes and procedures from Change Control management to Project Planning, Implementation and day to day support. Provides direction and guidance for the IT Support Operation Center ensuring IT performance metrics are met and provides communication or coordination to IT Engineering (Telecom / System / Security / Networking / Helpdesk / DB) for maintaining performance metrics and other changes that requires their participation. The position performs analysis and takes appropriate actions to address failures to recover or restore service then put into review to reduce, prevent risk or address the event permanently.

Reports directly to the Global Director Technology Support

Have 2 direct reports for all 7 Sites (2 IT Supervisors, 2 Senior IT Administrators and 26 Site IT Administrators)

Coordination with Corporate IT Team for issues and new or existing projects

Networking

System Administration

Telecom

Security / Compliance

Helpdesk

Database Administration

Management of all IT Operations in the Philippines

Management of Results Philippines MDF / IDF rooms

Management of build outs for new sites and expansions

IT Policies Documentation and Process Planning

Facilitate the allocation of IT equipment / resources or Capacity Planning

Security and Compliance management

Project Management for new and existing line of business

Handles Client / Non-Client Facing Audits

Change Control management

Point of escalation on all IT Operational activities

On – call status 24/7

Major Accomplishment:

Remediation of the IT Workflow.

Have successfully launched the IT Knowledgebase.

Outstanding scores for the Infrastructure Audits (Client Requirement / Site Requirement)

Managed multiple build outs / expansions for the Philippine region.

January 2012 – January 2014 (2 years)

The Results Company – IT Lead (Manila IT – Eastwood / Silver City / Qplaza)

Job Description

IT Lead, will assume leadership responsibilities over local IT Personnel at the assigned locations, hold regular meetings, manage IT task-flows in conjunction with the Department Manager, ensure compliance with IT policies, processes, and procedures, as well as oversee compliance with Client and Business deliverables and requirements impacted by IT. Secondary roles will include functioning as an on-rotation escalation point for technical support incidents affecting Global IT Infrastructure, as well as configuration, maintenance, and support of other facets of Global IT Infrastructure servicing production agents in remote global locations and external customers, provide oversight and consultation in planning and execution of corporate IT Projects affecting the Call Center and Global IT infrastructure, and working closely with Site IT personnel, internal IT engineers, and other IT groups in supporting systems, tools, and other infrastructure impacting production uptime and fulfillment of internal and Client obligations.

Managed 3500+ workstations combined for Silver City, Eastwood City and Qplaza

Maintenance of Results Manila MDF / IDF Rooms.

Planning and testing involvement for new accounts to be opened in Manila Site

Ensure Hardware functionality for all IT equipment

Fileserver management and maintenance

IT asset inventory management

Maintenance of the PCI / HIPPA compliance documentation

Inventory of IT consumables and requisition of stocks

Facilitate the allocation of equipment and movement to maximize resources

On – call status 24/7

Major Accomplishment:

Successfully managed the build out for Alaskaland / Qplaza

Lead the annual Site Infrastructure Audit for all PH Sites (Client and Internal Audits)

November 2009 – December 2011 (2 years, 2 months)

The Results Company – Senior Site IT (Manila IT – Eastwood / Silver City)

Job Description

The Call Center IT Administrator works primarily in supporting end-users and infrastructure in the assigned call center, work with corporate Support team on escalation and resolution of outages, and collaborate with Corporate IT groups involved in IT Projects affecting the site, and handle facilities administration, including working with local vendors, contactors, and service providers.

Managed 1100 workstations in Silver City

Managed 650 workstations in Eastwood City

Avaya VOIP hard phone maintenance

Maintenance of Results Manila Data Center

Coordination with Vendors and Telco for issues and new projects

Creation of Ghost Image server thru PXE boot

Planning and testing involvement for new accounts to be opened in Manila Site

Mass deployment of systems using ghost cast and PXE technology

IT Policies Documentation and Process Planning

Ensure Hardware functionality for all IT equipment

Fileserver management and maintenance

IT asset inventory management

Maintenance of the PCI compliance documentation for HIPPA

Inventory of IT consumables and requisition of stocks

Facilitate the allocation of equipment and movement to maximize the resources

On – call status 24/7

Disaster Recovery Plan Lead (Eastwood – Silver City)

Major Accomplishment:

Contributed in the build out of Silver City and Eastwood.

Successfully launched multiple line of businesses for both Eastwood and Silver City.

May 2009 – October 2009

Astral Infotech Vietnam, Ltd – Field Services Engineer

Job Description

Responsible for the deployment and maintenance of servers, desktops, networking equipment, and overall data cabling for new and existing customers.

Summary

End point weekly maintenance.

Installation of server system (physical and software configuration)

Responsible for the documentation of client’s requirement per project

Configure workstations to access the network and connect to the servers

Troubleshoot network connectivity such as, dial-up, email, domain connectivity

Perform network cabling from workstation to switch and office expansions

Documentation (Network configuration & topology, Inventory Software & Hardware & etc.)

September 2007 - September 2008:

W.Lopez Design – Site IT / Clerk

Job Description

Onsite support for any IT requirements and implementations.

Summary

Responsible for the hardware maintenance, purchasing, and deployment.

Onsite support of tools / software needed per department.

Owns IT inventory and maintaining / governing of IT security policies within the department.

January 2007 - May 2007

Project TagFC - Flickr (Contractual) – Team Lead / Software Analyst

Job Description

In charge of leading an 8 man team to produce or reach clients requirements in terms of stats in tagging pictures. TagFC is a project base program designed to be a work from home alternative.

Summary

Serves as a quality analyst regarding employee performance

Prepares progress report to the Project Manager.

Software analyst, sends reports on how the system / software behaves on a daily basis

Provides training for beta testers

Technical Qualifications

Windows Server2003, XP home and Professional, Windows 7

Active Directory application and group policy

Troubleshooting hardware devices, Avaya Phones, Desktops, Laptops

Remote Troubleshooting and assistance

Basic knowledge in ITIL

PCI / HIPPA Compliance

Site Infrastructure Management

Quickbase Management

Altiris Deployment Tool

Education

College: AMA Computer College - YR 2006

Course: Bachelor of Science in Information Technology

University of Sto. Tomas- YR 2002

Course: AB Communication Arts

High School: General de Jesus High School - YR 2001

Elementary: Sto. Cristo Elementary School - YR 1996

Character References

Joselito Tabug – 091********

Director for Technology Support, Results Philippines

Princess Andrada Romey – 093********

Operations Manager, Sequential Technology International

Jason Elvambuena – 091********

Telecom Team Lead, Results Philippines

Michael D. Lopez

Applicant

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