Gonzales, Leo Maria

Block ** Lot ** C Topaz St. Green Park Cainta Village, Cainta Rizal, 1900, National Capital Reg, Philippines

Email:adlgzn@r.postjobfree.com Tel: 63-949-***-**** (Mobile)

Resume Summary

Current Position : IT Operations Center Manager (April 2020 - Present)

Current Specialization : IT Service Management, Service Desk, Technical Support and Helpdesk

Highest Education : Bachelor's/College Degree in Computer Science/Information Technology

Years of Experiences : 21

Employment History

April 2020 – present

1.Home Credit Philippines

Position Title (Level) : IT Operations Center Manager (Senior Manager / Associate Director)

Specialization : Service Desk, IT Service Management, Technical & Helpdesk Support

Industry : Computer / Information Technology

Spear headed Shift Left initiates focused on improving mean time to resolve, First contact resolution rate and reduce cost of support. Level 1 resolution rate improved from 12% to 35% resolution rate.

Averaged 99.9% SLA Compliance for Q4 2020 4.6 Customer Satisfaction Shift Left Actions 2020 Service Desk

Increase focus on knowledge base usage and spent time ensuring all common solutions are properly documented

Built Centralized event management within the ITOC team. Ensure monitoring is set up for all key IT services.

Spear headed ITSM process reengineering and streamlined Incident, Event and Problem Management

December 2018 – April 2020

2.Optum Global Solution

Position Title (Level) Associate Director IT Service Desk (Senior Manager / Associate Director)

Specialization : Service Desk, IT Service Management, Technical & Helpdesk Support

Industry : Computer / Information Technology

Improved Service Desk First Call Resolution by 4%, helped enhance end-user experience and reduce operational cost. Invested on shift left activities moving resolution from level 2 teams to Service desk level 1 and 1.5. Took a targeted approach and focused on high volume low resolution issue types. Close coordination with Knowledge, Quality and Training to ensure changes in processes and troubleshooting approaches are consistent. Focused on hiring only SD level 1.5 calibre individuals.

Improved Service Desk Performance management system and Governance. Redefined success definition and measurement to ensure business goal alignment. Simplified Service desk analyst targets and made performance tracking consistent and readily available. Increased focus on customer satisfaction and resolution rate by revamping the service desk balance score card as well as updates on SD’s rewards and recognition program

Service desk was able to handle 30% more customer contacts with the same amount of people at a lower operational cost. Worked closely with WFM to improve service desk ability to respond to increased customer contact with the same amount of resources. Reduced unnecessary phone activities and optimized schedules lead to improved Average speed to answer and more time spent on agent developmental activities.

Manage Service Desk and is responsible for driving performance against agreed Service Level Agreements (SLA’s) and Core Metrics.

Develops and implements processes to ensure that a high quality service is provided to customers.

Implement methodologies to improve first call resolution.

Analyze Service Desk activity and make recommendations for increased organizational efficiency and effectiveness.

Align people, process, and technologies to meet the overall Service Desk operation goals

Act as conduit between Manila and Service Desk on upward / downward communication (Manila news / updates to staff and onshore stakeholders)

June 2012 - December 2018

3.Albertson’s Companies (Safeway Philtech)

Position Title (Level) : Service Desk Site Manager (Assistant Manager / Manager)

Specialization : Service Desk, IT Service Management, Technical & Helpdesk Support

Industry : Computer / Information Technology

Spear headed Service Desk's full transition to manila. Reduced annual SD total cost of ownership by approximate 1.5 million dollars annual while maintaining high level quality. Tapped on Manila’s strong Service Desk Training, Training, Quality, Knowledge Management, Project Coordination expertise to smoothly transition level 1 and 1.5 work from US to Manila.

Played a major role in Service Desk Incident Reduction and Problem Management Campaign. SD initiated incident deep dives and trend analysis techniques to Identify specific automation and self-help opportunities. Worked closely with Level 2 teams to come up with creative preventive solutions to common incident trends and problems. Worked closely with ITSM Team to organize the Retail Self Service Portal, a Retail Self-Service Knowledge Base meant to drive call/incident reduction and bringing the solution closer to the customer.

Lead initiatives focused on transforming Service desk from a “catch and dispatch” model to a customer centered resolution center for Safeway IT. Improved SD resolution rate from 55% to as high as 79% by focusing on Knowledge management enhancement, building a strong level 1.5 SME team and progressive training. Moving resolution from Level 2/3 to Level 1 saved Safeway IT over 2M USD in support cost and reduced loss of sales due to IT outages. Shift left efforts also lead to an increase in overall customer satisfaction and decrease in MTTR.

Spear headed Service Desk's balance scorecard initiative. The goal was to redirect operational controls, performance, and reward systems to measures that aligned with critical IT Success Factors. Embraced the changes and worked tirelessly to perfect the controls and ensure managers were prepared to represent and enforce the higher standards. Anticipated broader policy changes that were needed in support of the effort, and worked across leadership teams and local HR to ensure the success of our new goals. SD manila served as role models in the effort and led the way in the global execution of new performance standards.

Reinforced and strengthened the SD Balance Score Card and performance management best practices in Safeway manila. Ensured leaders and resources were aware of their goals and objectives. Worked with Manila Leadership to set and continuously communicate performance standards and SMART goals.

Reduce password reset requests cost by 70% by migrating password calls to a low-cost operating model in manila. Actively worked with our IAM and Telecoms team to provide easy to use self-help password reset options for our customers; initiatives have reduced retail password reset volume 25% and we’re close to eliminating backstage password reset requests.

Established Manila ITSM team. Identified Key resources fit and necessary for ITSM activities. Participated in workshops and UAT. Planned, and organize MNL ITSM Release 1 training. ServiceNow was successfully rolled out and Safeway Manila reached 98.57% training completion rate in 2 weeks.

Enhanced Service desk New Hire training by introducing a modular approach towards training and evolved the onboarding buddy program. We identified key resources that helped with knowledge transfer sessions and feedback that helped our new hires shorten their learning adjustment period from training to actual calls.

Established the manila spirit team, a group of resources focused on sustaining Service Desks Rewards and Recognition Programs. The team used creative low and no cost activities to help resources keep focused on team objectives, improve team communication and promote a positive working environment. Annual Service Desk Manila attrition has been kept below 10% year on year

Closely worked with HR and the Level 2/3 management teams to formulate a career development plan focused on increasing employee skills and capabilities. This effort established that Service Desk is a great source of reliable, high performing and skilled resources at the same time it also sent a positive message to the team that we value employee development

Manage the Safeway Service Desk and is responsible for driving performance against agreed Service Level Agreements (SLA’s) and Core Metrics.

Develops and implements processes to ensure that a high quality service is provided to customers.

Implement methodologies to improve first call resolution.

Analyze Service Desk activity and make recommendations for increased organizational efficiency and effectiveness.

Align local people, process, and technologies to meet the overall Service Desk operation goals

Act as conduit between Manila and Service Desk on upward / downward communication (Manila news / updates to staff and onshore stakeholders)

Annual Financial and Budget Planning -- Included in Manila Annual Budget (Capital/Expense, Travel, Training, Equipment, HW/SW). Monitor and tracking of Financial Reports and Metrics to ensure we are within set budgets (e.g. Overtime)

Oct 2010 – June 2012

2. Albertson’s Companies (Safeway Philtech)

Position Title (Level) : Service Desk Shift Manager (Assistant Manager / Manager)

Specialization : Technical & Helpdesk Support

Role : IT Support/Helpdesk

Industry : Computer / Information Technology (Software)

Work Description : Service Desk Shift Manager

Lead day-to-day operational activities for a shift

Ensures that decisions made to improve the overall customer support of the Service Desk are continually carried through

Manages the Service Desk staff including consultation on performance evaluations, career development, hiring and disciplinary responsibilities

Manages the Service Desk Team Leads, SMEs and resources. Serve as consultant on performance evaluations, career development, hiring and employee discipline

Coordinate activities between multiple support groups to ensure adherence to SLA

Take overall responsibility for incident management and request fulfillment

Attend Change Advisory Board meetings, anticipate potential issues and come up with action steps geared towards mitigating potential customer impact

Apr 2010 - Oct 2010

3. Stream Global Services

Position Title (Level) : Operations Planning Manager (Stream Clark Site) (Assistant Manager / Manager)

Specialization : Customer Service

Role : Management

Industry : Call Center / IT-Enabled Services / BPO

Work Description : Operations Planning Manager for Stream Clark Site

Coordinate all aspects of workforce planning and scheduling for Stream Clark. Serve as a liaison between Site Management, Workforce Planning Department, Resource Planning for all forecasting and scheduling requests to ensure client service level agreements are being met while maintain profitably. Ensure effective utilization rate of site facilities and assets and communicate site capacity status to site director.

Responsibilities:

Consult with local managers, project managers and other key players to define scheduling/forecasting requirements to meet call center metrics and communicate workforce scheduling and intra-day operations objectives.

Implement and maintain intra-day workforce team responsible to assist service delivery achieves desired performance metrics.

Act as a resource to provide best practices to assist management in scheduling and workforce planning.

Coordinate automation and operational changes that increase revenue and gross margin, reduce labor costs, add value for customer, and increase overall quality of service delivery.

Analyze sites scheduling needs on a weekly basis to ensure adequate phone coverage and compare weekly schedules to workforce management recommendations for accurate implementation.

Participate in the analysis, evaluation, and implementation of existing and proposed systems and tools used for workforce planning, monitoring and forecasting.

Perform a monthly site capacity count to determine actual facility usage.

Oct 2008 - Apr 2010

4. Stream Global Services

Position Title (Level) : Shift Manager (Stream Dell Libis) (Assistant Manager / Manager)

Specialization : Customer Service

Role : Management

Industry : Call Center / IT-Enabled Services / BPO

Work Description :

Maintain operational proficiencies of Dell Libis by managing the delivery of support services and operational requirements of the customer as outlined in assigned contract. Ensure customer contractual KPI’s are achieved while providing the Team Leaders and staff with operational support. Maintain the business profitability to the gross margin level

Provide leadership for our Team Managers to guide them in managing the daily operations. Act as a resource for clarification of company policies; ensure consistency within the team through coaching and mentoring, one-on-ones, and performance reviews. Ensure that the productivity goals for the team are met, including service level, utilization and customer satisfaction. Manage the operational requirements of the customer daily. Monitor call volume, call quality and manage telephone coverage to effectively support customers and forecasted call volumes.

Team with local Operations Planning group to evaluate staffing needs and adjust to changing demands. Work closely with planning team to identify issues, trends and gaps in scheduling.

Manage labor and non-labor costs to ensure business profitability to the contribution margin level. Participate in the budget planning process. Ensures compliance and achievements as defined in the annual budget.

Provide leadership and guidance to Team Leaders with support in administering company policies and standards. Ensure that standards and practices are consistently maintained within and between each team.

May 2006 - Oct 2008

5. Stream Global Services

Position Title (Level) : Team Leader (Stream Dell Libis) (Supervisor / 5 Years & Up Experienced Employee)

Specialization : Customer Service

Role : Supervisor/Team Lead

Industry : Call Center / IT-Enabled Services / BPO

Work Description : Team Leader (Stream Dell Libis)

Responsible for the daily one-on-one supervision and management of all Technical Support Representatives. Ensures service delivered to our customers meets Key Performance Indicator (‘KPIs’) obligations of our clients through the management of operational activity of the team.

Responsibilities:

Lead TSRs, foster their professional development and growth via effective coaching and communication and promote teamwork and cooperation in delivering on Stream’s mission.

Manage team KPIs and retention initiatives. Participate in root cause analysis regarding attendance challenges and attrition. Team with site leadership to develop actions to reduce attrition where possible.

Proactively manage Attendance Standards compliance and Leaves of Absence in accordance with company policy and practice.

Provide escalation support to TSRs by providing guidance in problem solving customer issues.Ensure that the guidance is translated into coaching and effective feedback for the TSRs.

Schedule and coordinate team activities.

Coach and mentor TSRs to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement. Be prepared to take more formal action when goals not achieved, including the proper utilization of Performance Success Plans .

Sep 2002 - May 2006

6. Stream Global Services

Position Title (Level) : Subject Matter Expert (Dell Stream Libis) (1-4 Years Experienced Employee)

Specialization : Customer Service

Role : Others

Industry : Call Center / IT-Enabled Services / BPO

Work Description :

Responsible for providing second level problem resolution for all incoming service inquiries. Perform all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems. Also provide support to both internal and external customers and agents

Responsibilities:

Work with the Client’s Product Support and/or Engineering on compatibility issues

Test complex technical issues and make recommendations and suggestions to the Client’s engineering and manufacturing teams

Provide input to management on unique and recurring customer problems and trends

Provide vitality training on products and industry information; discuss processes and issues with lower level technicians

Review and distribute information passed down from other functional areas

Analyses daily data to identify emerging support, product, or compatibility problems

Investigate and resolve escalated customer technical issues, escalating to other functional areas when appropriate

Aid peers and management in daily task and special projects

Provide back up support for Senior Analysts as necessary

Assume responsibility for problem resolution at site level

Act as conduit for Dell on Call sites and internal Dell team

Educational Background

Graduation Date: 1999

Bachelor's/College Degree of Computer Science/Information Technology

Major : Management Information Systems

Institute/University : Ateneo de Manila University, Philippines

Certification

Leading and Managing Change (2017)

ITIL Foundations (2016)

7 Habits for Highly Effective People (2016)

Coaching for Success (2015)

Civil Service (1999)

Personal Particulars & Preferences

Date of Birth : 4 Aug 1978

Nationality : Philippines

Gender : Male

Possess Own Transport : Yes

Availability : Immediately after notice period of 1 month(s)

References

Name : Gilbert Asuncion

Position : IT Director

Company : Home Credit

Telephone : 090*-*******

Email : adlgzn@r.postjobfree.com

Name : Mark Santos

Position : IT Director

Company : Albertson’s Companies

Telephone : +639*********

Email : - adlgzn@r.postjobfree.com

Name : Tracey Mercer

Position : IT Director, Business & Employee Engagement

Company : Albertson’s Companies

Telephone : 1-602-***-****

Email : adlgzn@r.postjobfree.com

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