Manager Support
Resume:
Cham Q. Ibay Phone: +639********* / +639*********
B7 L67 Blanc Street, Kensington 4, Lancaster New City E-mail: ********@*****.***
Navarro, General Trias, Cavite Philippines
QUALIFICATIONS
Operations Management, Problem Management, People Development/Management, Business/Account Management, Process Management
Education
Adamson University, Ermita, Manila, The Philippines
BS Computer Science
2002
WORK EXPERIENCE
Fujitsu Philippines Global Delivery Center (Weserv), The Fort, Taguig City, Philippines
RIM Line of Service Deputy Head / Senior Operations Manager, Remote Infrastructure Management
1/2019 – Present
Responsible for overall delivery of SLA’s, KPI’s, Profitability, process adherence, escalation customer management, growth, and development of new business of the RIM Line of Service for the Philippines GDC with 400+ resources under the division supporting Australia, North America and the Asian Regions
Fujitsu Philippines Global Delivery Center (Weserv), The Fort, Taguig City, Philippines
Operations Manager, Remote Infrastructure Management
3/2014 – 12/2018
Responsible for managing day-to-day operations that provides Global RIM and Service Management support to various clients/customers aligned to ITIL V3 best practices
Manage, mentor and develop the RIM operations team
Ensure all reported problems for customer are resolved in accordance with the contracted Service Level Agreements (SLAs)
Manage the deployment, monitoring, maintenance, development, upgrade and support of all IT systems, including telecommunications, PCs, operating systems, hardware, software, peripherals and Office Automation equipment
Maintains relationships with technical teams, IT, and business partners and communicates on major outages/escalations.
Manages service delivery teams and individual objectives, performance and development
Ensure proper-staffing levels based on needs assessment and budget allocations.
Identify, plan and implement training based on contract objectives to ensure highly skilled and trained staff.
Report trends, problems and concerns to clients and adjust operations as needed to address programs issues.
Prepare and present daily, weekly and monthly reports/correspondence on operational activities, accomplishments, problem solving, trends and issues outstanding
Analyze data on a daily, weekly and monthly basis to identify trends, staffing requirements and the need for operational adjustments; inform Reporting Manager and take appropriate action.
Participate in Continuous Improvement activities
Fujitsu Philippines Global Delivery Center (Weserv), The Fort, Taguig City, Philippines
Team Leader – ITS (Project Capacity Planning)
4/2011 – 3/2014
Supervise (coach) and monitor the performance of each individual from the team which consists of six (6) different groups.
Responsible for the weekly report regarding the team’s activity and performance.
Maintains required compliance reports and scheduled delivery.
Provide demonstrations, training and training material in area of expertise for team members, internal customers, external customers and support groups.
Performs software product planning, evaluation testing and assists in planning hardware/software changes along with providing assistance to the technical, operational and telecommunications staff.
Evaluate and maintain hardware/software management and applications which will meet both the immediate and future needs of the customers.
Provide vendor interface for system support issues and escalations.
Create/maintain documentation and procedures for implementing management tools utilized by team members and other support groups which include operating system requirements and application requirements.
Participates in ensuring that customer requests via the ticketing system are managed to closure.
Complies with all standard internal controls and processes. Participates and follows all processes as defined by Customers and Fujitsu America.
Delivers results in support of achieving the organization’s Service Level Agreements.
Monitoring tools ARCHITECT. Involve in planning and implementation of monitoring tools for new clients that includes LOW-LEVEL DESIGN documentation. This also includes a regular meeting with engineers from different regions globally for new projects.
Windows Server Administration and Implementation.
VMware/Citrix/Hyper V and Windows Support
Corporate Antivirus Administration and Support (McAfee and Symantec Endpoint Protection Manager)
Manage Fujitsu Monitoring Systems
Provide daily/weekly/monthly report to the management (Fujitsu America)
Participates in ensuring that customer requests via ticketing systems (Triole Management) are managed to closure. Coordinate with other IT departments to ensure that all tickets are resolved without SLA violation.
Supports information technology, systems and policies for Tools and Automation in support of business needs. Provides Level 3 support as needed.
DAELIM Saudi Arabia Ltd., Kingdom of Saudi Arabia
Saudi Kayan Polycarbonate and Jubail Export Refinery (Saudi Aramco Total Refinery Project)
IT Engineer
8/2009 – 3/2011
Responsible t
Managed purchasing for all IT materials.
Installed, managed and maintained Microsoft servers, FIREWALL and CISCO switches and routers and software infrastructures.
Test, install, upgrade, modify, and performed basic maintenance of personal computers, printers, scanners, WINDOWS OS/SERVER 2003, PC applications and CISCO switches and routers.
Managed and monitor the use of the web by employees and kept internal network running.
Add/delete and maintain users from the Centre’s telephone system.
Provide IT solutions to business and management problems.
Configure, manage and maintain EMAIL accounts using OUTLOOK (EXCHANGE and pop3).
Work closely with other sites (3 locations) and provided support to network users.
Maintain the security of the information stored on Centre's information systems and of access to Centre's information technology systems in general; established user NETWORK logins, accounts, and passwords; add/delete, and maintain user profiles and permissions for access to files.
Manage and maintain SYMANTEC anti-virus server. Manage anti-spam and anti-virus protection.
Analyze routine preventative measures and implements, maintain and monitor network security, particularly if the network connects to the internet.
Analyze and resolve faults, ranging from a major system crash to a forgotten password.
REBOOT Inc. United States of America
Remote IT Engineer
8/2008 – 8/2009
Installed, managed and maintained Microsoft servers and firewalls.
Managed and maintained Microsoft windows server Active Directory.
Managed and maintained Zeta Fax and Blackberry server.
Supported all network devices that included printers, laptops, backup devices and computer peripherals. This environment includes Windows OS and WINDOWS SERVER applications.
Managed and maintained VERITAS and ACRONIS backup applications. Monitored backup results and resolved the issues for errors.
Maintained Windows network environment, including installation and maintenance of software, and diagnosing Windows problems.
Troubleshot and exchanged instructional technologies; and assisted with distance learning systems. (Microsoft, BESTCASE, VERITAS, OFFICE, ANTI-VIRUS, anti-spywares and fax server and clients)
Tested, installed, upgraded, modified, and performed basic maintenance of personal computers, printers, scanners, and other peripherals.
Supported network devices which include printers, laptops, BACKUP devices and computer peripherals. This environment includes Windows applications, print and image servers, currently running Windows Server 2003.
Established and maintained procedural, software, and hardware capabilities for detection and removal of viruses, spyware, and other malicious and unauthorized software.
Studied client processes to determine their needs for software (applications) and hardware.
Setup PC that includes installation of program applications (MS OFFICE, anti-virus, backup, anti-spywares, defragmentation, windows cleanup and windows patch updates, identified software, hardware, and network communication errors; resolved or arranged for resolution of the problems. Restoring WINDOWS OS and backup, updating software and drivers).
Performed preventive maintenance on personal computers, components, and peripherals, including printers, scanners, VERITAS and ACRONIS backups and communication devices.
Maintained the security of the information stored on Centre's information systems and of access to Centre's information technology systems in general; established user NETWORK logins, accounts, and passwords; added/deleted, and maintained user profiles and permissions for access to files.
Managed and monitored the use of the web by employees and kept internal network running.
ADITYA BIRLA MINACS PHLIPPINES Inc., Quezon City Philippines
IT Specialist
5/2007 – 8/2008
Installed, managed and maintained Microsoft servers, CISCO switches and routers and software infrastructures.
Tested, installed, upgraded, modified, and performed basic maintenance of personal computers, printers, scanners, AVAYA phones, WINDOWS OS/SERVER 2003, PC applications and CISCO switches and routers.
In support of the general networking effort, worked as a team of specialists to install and maintain departmental local-area-networks.
Analyzed NETWORK login and PC application issues; maintained and managed Windows network environment, including installation and maintenance of software, and diagnosing Windows problems; re-imaged computers; troubleshot and exchanged instructional technologies; provided audio-visual support for special events; and assisted with distance learning systems.
Maintained the security of the information stored on Centre's information systems and of access to Centre's information technology systems in general; established user NETWORK logins, accounts, and passwords; added, deleted, and maintained user profiles and permissions for access to files.
Ensured the most cost-effective and efficient use of servers.
Managed and maintained SYMANTEC anti-virus server. Managed anti-spam and anti-virus protection.
Managed and monitored the use of the web by employees and kept internal network running.
Provided training and technical support for users with varying level of IT knowledge and competence.
Supported all network devices that included printers, laptops, backup devices and computer peripherals. This environment includes Windows OS and WINDOWS SERVER applications.
Established and maintained procedural, software, and hardware capabilities for detection and removal of viruses, spyware, and other malicious and unauthorized software.
Added, deleted, and maintained users from the Centre’s telephone system and maintained the system.
Studied client processes to determine their needs for software and hardware.
Identified software, hardware, and network communication errors; resolved or arranged for resolution of the problems. Restoring WINDOWS and BACKUP and software and driver updates.
Performed preventive maintenance on personal computers, components, and peripherals, including printers, scanner, MCAFEE ANTI-VIRUS and SPYWARE and communication devices.
Managed and maintained VERITAS backup application. Monitored backup results and resolved the issues for malfunction.
TELETECH PHILIPPINES, Pasay City, Philippines
Technical Support (DSL and NETWORK support)
4/2004 -5/2007
Supported DSL Internet and Network configuration and troubleshooting (e.g. Computer setup, LAN and WIRELESS connections using different brand of ROUTERS).
Provided resolutions to Network and Internet issues.
Analyzed the source and nature of computer and network malfunction using diagnostic and application software. Adjusts and configure malfunctioning device or software.
Configured and Managed EMAIL clients.
Assisted agents in resolving recurring issues of the clients.
Trained agents for technical skills.
TRI-ISYS INTERNET Escolta, Manila
Technical Support and Sales Representative
1/2003 – 10/2003
Support inbound and outbound call (Sales) for Internet subscription and other products.
Support DIALUP Internet configuration and troubleshooting (Phone and Email).
Provide technical assistance to clients. Respond to questions from customer that is related to dialup, DSL and network computer use through email and over the phone. Helps customer set up their computers for browsing, configure the network protocols and email. Responsible for the operation of the computer, immediate problem solving and maintaining the service to the agreed levels. Expected to contribute to user training and makes recommendations about system upgrades.
Report network status. Prepare operational reports.
REFERENCES
Available upon request.
Contact this candidate