CURRICULUM VITAE

Vicente Gregorio G. Señeres

Unit #E ACA Apartments Bonifacio Drive Silang Crossing West Tagaytay, Cavite City 4120 63-977*******, 63-969******* / adyavl@r.postjobfree.com, adyavl@r.postjobfree.com Career profile:

Total of 32 years of experience in IT:

- 28 years with IT Project Management

- 25 years with IT Service Management

- 10 years with Market Research

- 10 years BPO Support experience

Have excellent technical, process and people management skills. Held regional / global leadership roles (projects in US, UK, DK & SEA). Skills Summary:

Technology Management, Business Process Enhancement, People Management, Systems Development and Deployment, Infrastructure and Systems Mgmt, Connectivity and Security Mgmt, Helpdesk & Servicedesk mgmt, Major Incident Mgmt, Major Problem Mgmt, Project Mgmt (IT and Telco), Telephony and VoIP, Business Continuity and Disaster Recovery Mgmt and Vendor Mgmt.

Significant ITSM/ITPM functions held:

The most significant ITSM/ITPM function I had was with Regus in 2009-2012 in transitioning the Global Technical Support function from a third party company in UK to an internal group in PH.

We were handling 64 countries, 1300 centers with multiple services - cloud based ERP, 10000 devices servers (AD, data and voice gateways), firewalls, telco providers, switches, network printers and wifi systems.

We had around 160 engineers grouped into servicedesk, network/security, telecoms/pbx/voice and proj mgmt teams.

Savings: €2M annually from cost of resolving tickets and manpower salaries The most significant Telco-related ITPM/ITSM function I had was in 2013-2014 with Telenor Denmark involving a transition project. I was part of the local PH management team tasked with building the 3G MOCN / OSS team in PH. After completing the transition and OSS setup, we were involved in RF Planning, Off-site network commissioning and Optimization works for the 3G MOCN project in DK. We were also doing OSS support and troubleshooting of user and corporate issues reported in DK. We had 32 engineers for the 3G MOCN and 40 for the OSS. Savings: €500K monthly from tower rental savings in DK & manpower salaries in PH. EDUCATION/QUALIFICATIONS

Institution: Polytechnic University of the Philippines City/Country: Sta. Mesa, Metro Manila / Philippines Qualifications: B.S. Computer Engineering (Ladderized Curriculum) Year completed: 1992 – 4 years Certificate of Attendance TRAINING COURSES ATTENDED:

Date Training / Seminar

’20 Aug Amazon Web Services (AWS) Builders Online Series

’19 Oct Network Management System (open systems)

’16 Nov VMware Data Center Redundancy technologies

’16 Jul Managing Avaya PABX

’16 Apr Microsoft Online Technologies (Office 365, Azure)

’16 May Converged Storage Solutions (Nutanix, Simplivity)

’14 Feb Leadership Training conducted by Ed Dames

’13 May MOCN (Multiple Carrier Operator Network ) - Telenor, Denmark

’11 Sept ITIL v3

’09 Sept Mitel Pabx Administration

’08 Oct Agile Project Management

’08 Sept Linux (CentOS v5.1) Administration (Basic and Advanced)

’08 Mar Setup and Admin of 4G Wide Area Wireless Transceiver Systems

’07 Aug GFI Mail Archiver (Archiving solution for MS Exchange 2007)

’07 May Nokia Observation Station (server room motion, temp, snapshot alerts via sms)

’07 Feb GFI FaxMaker (Fax / SMS Server)

'06 May Administering Fortigate Firewall

'06 May Administering Blue Coat Proxy Server

’05 Nov Nitix – Linux Based “Full IT Dept” software system

’05 Nov MS Active Directory Administration

’05 Oct Administering Trend Micro Anti Virus systems

’05 Jun Administering Nortel PABX Systems (M1 Option 11C)

’03 May Business Continuity Planning Workshop

‘02 June Visual Basic 6.0 Fundamentals

‘02 April NIPS - Internet Protocol Services Series 1

’01 Nov ISO:9001:2000 Documentation Workshop

‘01 Oct Implementing Windows 2000 Professional Server

‘01 Oct Windows 2000 Network & Operating System Essentials

‘2K Aug Supporting NT 4.0 Enterprise Technology

‘99 Dec Creating & Managing a Web Server using MS Information Server 4.0

‘99 Jun MS SQL Server v6.5 Database Admin.

‘99 May MS SQL Server v6.5 Database Design

’99 Apr Configuring and Administering Cisco Routers and Switches

’99 Mar Networking TCP/IP w/NT Server 4.0

’99 Feb Intranet Deployment: Doing It Right! PSSI

’99 Feb Building an Enterprise-Wide Intranet Using Microsoft Technologies

'98 Feb MS-Exchange 5.0 Server Core Tech

'98 Jan MS-Exchange Project Implementation

'97 Nov MS Windows NT Server 4.0 Core Tech

‘97 Nov MS Windows NT Server 4.0 Admin

‘97 Jan ISO 9000 Awareness Course

‘96 Jan Novell Netware Administration

'93 Sept Systems Analysis & Design Training

‘93 Sept Project Management Training

HOBBIES/INTERESTS

Singing

Watching movies

SKILLS SUMMARY and EMPLOYMENT HISTORY

EMPLOYMENT HISTORY / POSITION

Startek Phils, Inc. (09/20 - 03/21)

Senior Manager, IT Project Mgmt

The Results Companies (08/19 - 12/19)

Senior Manager, IT Systems Infra

Bolton International, Inc. (06/17 - 06/19)

Head, IT & Facilities

Resorts World Manila (11/15 - 04/17)

Asst. Director (Infra – Net, Sys & DC)

Acquire BPO International (12/14 – 06/15)

Incident Manager

GPMi - Telenor Philippines (05/13 – 06/14)

Project Manager (3G MOCN proj in Denmark)

Regus Service Center Phils., BV (07/09 - 08/12)

Regional IT&T Service Delivery Manager (SEA)

IT&T & Facilities Manager, Global Service Centre

IT&T Consultant - Global Technical Services Center California Telemarketers, Inc. (07/08 – 03/09)

Manager, ICT

Crown Regency Hotels & Resorts (12/07 – 07/08)

AVP-CIO,

Axis Global Technologies, Inc. (02/05 – 12/07)

Manager, ICT

ACNielsen Philippines, Inc. (12/95 - 07/04)

Manager, MIS (Technical Support Group)

Track Electronics Research Services, Inc. (02/95 - 09/95) General Manager

Dealer Pulse, Inc., Pulse Research Group (09/93 - 02/95) Operations Supervisor/Systems Analyst

COMFAC Electronics Corporation (10/92 - 09/93)

MARIS - Programmer/Systems Analyst

FMS - Systems Analyst/Project Leader

Hands - On Computers, Inc. (09/91 - 08/92)

Head Instructor/Staff

Plexchem International, Inc. (12/90 - 09/91)

Software Specialist

Current / Most Recent Employment

Organization : Collabera Technologies, Inc.

Position : Project Manager

Employment Period : Jan 2023 – present (project-based) DUTIES AND RESPONSIBILITIES

Manage the execution of Solaire Fin critical application deployment to new site in QC: Organization : Tata Consultancy Services

Position : Program/Project Manager (Director level) Employment Period : July 2022 – Dec 2022 (project-based) DUTIES AND RESPONSIBILITIES

Manage the migration of DC from SG on-prem to assure involving AXA Thailand, Malaysia, Indonesia and Phillippines.

Develop an enhanced application migration to cloud for AXA Philippines Plan and manage the decommissioning of local data centers as application migration to cloud are completed per country.

Interface with different AXA client groups per country on progress of the projects and manage issues to ensure completion of all the projects Organization : Crescendo Collecives, MKE (US)

(Sanofi Account)

Position : IT Management Consultant

– Global HelpDesk for Sanofi Enteprise Websites

Employment Period : Feb 2022 – July 2022 (project-based) DUTIES AND RESPONSIBILITIES

Address Global Helpdesk performance issues by enhancing current work processes and skills of individual team members.

Interface with client teams and promote significant Global HD accomplishments Manage critical projects pertaining to website issues across clients global website infrastructure.

Organization : IT Managers, Inc (agency)

(Metrobank Account)

Position : Project Management

Employment Period : July 11, 2021 – Feb 28, 2022 (project-based) DUTIES AND RESPONSIBILITIES

Perform Project Manager functions, provide IT services, formulate designs, specifications, technical consultations and supervision within the prescribed IT standard and government regulations.

MAJOR PROJECTS IN RECENT YEARS

1. 2022 (July) - present. Collabera / Solaire Account

• Oracle Hyperion

• Oracle Peoplesoft FIN

• BirchStreet

• Unified Wallet

2. 2021 (July) – 2022 Feb. Metropolitan Bank & Trust Corporation

• HRIS transition from KeyCloak system to Success Factor (SAP)

• Enterprise Single Sign-On using IBM/RedHat OpenShift Container Platform 3. 2020 (Sept) - 2021 (Mar) Startek Philippines

• India. BPO operations transition for FlipCart CX.

• US. VDI migration from Azure to AWS for US sites..

• Aus. Oracle to MS Dynamics transition for Ambulance Victoria Australia. 4. 2019 (Aug to Dec). The Results Companies

• DC migration from 2 US on-prem facilities to AWS - 6.000 users in global scope.

5. 2017-2019. Bolton International, Inc.

• ITSM transition to ITIL v3 structure.

6. 2015 - 2017. Resorts World Manila.

• HR process transition from manual to BPO / Call Mgmt Systems based work.

• Transition of DC to Multi-site / High Availability configuration

•

7. 2013-2014. Telenor Denmark.

• Business process transition from Denmark to PH.

• Setup 8x5 Telecoms Operations Support Center for MOCN 3G 8. 2009 to 2012. Regus Global Shared Services.

• Shared Services business process transition from US to PH.

• Global IT Center transition from UK (3rd party) to PH (in-house) Employment History (detailed)

1. Organization : Startek Philippines

Position : Senior Manager, IT Project Management

Employment Period : Sep 2020 – Mar 2021

DUTIES AND RESPONSIBILITIES

Responsible for managing projects defined by Platform Management involving teams focused on successful and efficient implementations.

• Understands IT ops prioritizes completion of multiple

• Creates & maintains comprehensive project plans in SmartSheet

• Manages IT implementation project timelines to ensure success and efficiency.

• Provides direction to a project team including assignment of individual responsibilities, tasks and technical functions.

• Organizes interdepartmental activities and identifies needs and allocates resources ensuring completion of project on schedule and within budget constraints.

• Facilitates feedback and suggestions for operational improvements and incorporates recommendations as appropriate.

• Works closely with analytical resources to proactively identify redesign potential and opportunities for improvement.

• Ensures successful implementation of extended opportunities identified by the company.

• Acts as platform resource for understanding key factors and influences.

• Acts as liaison for communications between the IT Department, contractors and vendors.

• Assists and supports senior management in defining goals and objectives and prioritizing tasks that support established goals and objectives.

2. Organization : The Results Companies, QPlaza Cainta Rizal Position : Senior Manager, IT Systems Infrastructure Employment Period : Aug 2019 – Dec 2019

DUTIES AND RESPONSIBILITIES

• Manage, ensure high performance & plan for career advancement for senior engineers in US

• Manage, ensure high performance & plan for career advancement for junior engineers in PH

• Take needed action to ensure 24x7 operations of all server systems (network, security, telco, web services)

• Manage the Network Monitoring system and ensure that high level alerts are attended to

• Ensure that security related concerns (vulnerability patching, etc) are completed w/in schedule

• Ensure 24x7 Sys Admin support

• Collaborate with other IT core services and suppliers in resolving IT service issues

• Ensure that weekly full backups and daily delta backups are all completed

• Ensure completion of all DCs that are being taken out & transfer all system to the Atlanta DC ACCOMPLISHMENTS

• Highlighted the need for a fully functional and truly qualified incident management team by taking ownership of managing major IT related business disruptions and ensuring appropriate and immediate action are taken to address issues during IM meetings.

• Highlighted the importance of having a Business Problem Resolutions team by resolving a long standing (1 year) voice / web server issue affecting some 800 users (not being able to make calls). This was accomplished by just tweaking server OS memory management settings.

• Started interface meetings with US and PH teams to ensure proper coordination of projects / tasks

• Introduced daily projects/tasks status monitoring reports to help each team members keep track of priorities and ensure that actions are taken on a daily basis to progress the projects / tasks to completion.

• Facilitated turnover / transfer for knowledge from outbound IT team of newly acquired company

(USA800) and have the local system’s team have first-hand info on system functions, setup and recent issues.

• Initiated monthly celebration of IT team’s achievements by taking the team out at my expense. 3. Organization : Bolton International, Inc

Position : Head, IT & Facilities

Employment Period : June 2017 – June 2019

DUTIES AND RESPONSIBILITIES

• Manage entire IT team and also take on general facilities management.

• Ensure availability of support for core business hours

• Help achieve business targets by ensuring high availability and efficient IT sys & services – address long standing internet availability and reliability issues which is impacting the business and its growth to a very large extent.

ACCOMPLISHMENTS

• Facilitated office restoration for previous office in TFT, BGC.

• Facilitated overall design and managed fit out for new office in Net Cube, BGC.

• Revised the office transfer plan from 2-weeks timeline to 2 days timeline (no downtime, least cost, less possibility of negative business impact).

• Addressed major business issues with internet service availability and reliability by fixing firewall settings – allowed the company to keep existing clients and gave stake holders confidence in getting more clients and expand the business.

• Implemented dual link load balancing to ensure continuous internet access

• Replaced costly managed security systems and resorted to owning firewall systems.

• Trained tech team to manage firewall properly.

• Negotiated for more cost efficient IT equipment upgrade to deal with obsolescence issues in the production floor.

• Initiated use of IT service ticketing system and implemented strict rules for compliance.

• Spearheaded various IT projects with high involvement of assigned team members to highlight team’s capabilities and accomplishments.

• Address IT employee issue of no salary increase for 2 years. Was able to justify salary increase for IT team members based on performance and contribution to achieving SLA targets and timely / quality completion of projects.

• Was able to justify need for additional IT staff to be able to cover 24x6 operations.

• Initiated career planning for each IT team members. 4. Organization : Resorts World Manila

Employment Period : Nov 2, 2015 – April 10, 2017

Position : Asst. Director (Infrastructure – Network & Data Ctr) Manpower Resources : Dept Managers, System Administrators / DC officers Network Engineers, Voice Engineers

DUTIES AND RESPONSIBILITIES

• Manage the RWM Data Center and RWM corporate network

• Provide 24x7 Sys Admin, Network and Voice support

• Incident Management and resolution of all Network & Sys Admin issues/tickets.

• Manage telco connectivity to DR site and for internet access to main office in Pasay

• IT infrastructure Vendor Management

• Provide infrastructure support to other IT support departments ACCOMPLISHMENTS

• Enabled 24x7 Network and Voice support to operations and clients.

• Designed redundant Data Center Infrastructure using Dell and EMC storage solutions via VMWare Sphere Replication and SRM.

• Enabled ticket via email feature of Managed Engine ticketing system for easier and faster reporting / escalation of technical issues to IT teams.

• Introduced and implemented Open Sip Pabx system as a more cost effective alternative to very costly branded pabx systems.

• Introduced and implemented VoiceMail to email functions of Open Sip Pabx that readily informs management about pending voice mails.

• Enabled urgent wifi phone management system using Open Sip pabx while Avaya CM6 upgrade has been pending/struggling for almost 1 year already

• Identified urgent need for network enablement components to be present / activated in DR site.

• Managed central RWM network core stress test project to determine if single core can sustain business operations for RWM in an event of a crisis on either of the redundant core switches

• Managed audit of Microsoft Exchange system identifying urgent/critical issues

• Managed audit of Active Directory systems identifying urgent/critical issues

• Identified and resolved issue with Ariba financial system leading to 10x faster user queries/transactions

• Managed wifi business issues with VIP services leading to more reliable and faster wifi / internet access experience for highly valued patrons.

• Initiated inter-departmental meetings between IT and Finance teams for proper coordination of policies and collaboration in resolving servicing issues.

• Initiated inter-department meetings between IT and HR to ensure logistics for new hires are made available prior to on-boarding of newbies.

• Identified RC and addressed systems performance issue with financial workflow systems 5. Organization : Acquire BPO

Employment Period : Jan 5, 2015 – June 18, 2015

Position : Incident Manager

Manpower Resources : Desktop Support Engineers, Helpdesk Support Technicians & Sr. Support (Au)

DUTIES AND RESPONSIBILITIES

• Supervises the Service Desk engineers at NOC and Help Desk staff located at different operating sites - including consultation on performance evaluations and disciplinary responsibilities.

• Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends.

• Ensure that staff provides timely and considerate customer service to end users by fielding Helpdesk calls and resolving technical issues.

• Assist all office personnel, both in person and via the phone.

• Monitors problem management database and follows up with assigned personnel to ensure timely resolution of problems

• Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required.

• Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities.

• Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions.

• Maintains a central source of information enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels.

• Invokes problem escalation procedures to coordinate recovery

• Isolates problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found.

• Ensures that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the department.

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

• Coordinates training requirements of Help Desk personnel.

• Serves as the around-the-clock contact for all related support issues, providing advanced first level technology support.

• Accountable for meeting systems infrastructure or operational Service Level Agreements established by Chief Technology Officer.

ACCOMPLISHMENTS

• Assigned to biggest & most demanding client group at graveyard shift and readily investigated and addressed recurring issues with agent logons during start of production.

• Took responsibility in handing long standing issue with finance team member who was having recurring access issues on a daily basis. Problem as traced to faulty group policies. 6. Organization : GPMi – Telenor Philippines

Employment Period : May 2013 – June 2014

Position : Project Manager

Manpower Resources : Local team leads for Radio Frequency Planning Commissioning, Optimization teams.

RESPONSIBILITIES:

• Assist in transitioning the Telenor MOCN processes from DK group to the PH group. o Radio Frequency Planning work processes

o Commissioning (non-site related tasks) work processes o Optimization work processes

o 3G MOCN Network Cluster Acceptance work processes

• Develop detailed project plan based on overall milestones

• Develop resource and staffing plans, based on overall milestones and current status of subprojects.

• Anticipate staffing bottlenecks from the available plans

• Contribute to processes that ensure that the workflow on the ODC works locally and interfaces to Denmark

• Ensure that people with the right skills are associated with each activity

• Reporting on the status of projects and subprojects, ensure progress

• Reporting of time spent on projects and subprojects

• Ensure that plans and reports are delivered on time and to agreed quality

• Daily contact for status meetings with the organization in Denmark

• Fosters a knowledge sharing culture internal in the ODC & versus the organization in DK, like establishing the needed contacts in order to clarify the challenges that arise

• Incident Management, ticket/issue resolution and develop / deliver ad 'hoc reporting and facilitate any “war room” meetings on e.g. KPI discrepancies, if required.

• Part of the general Leadership team for the ODC team Accomplishments / Business Processes contributions 1. Documented/authored a comprehensive 3G MOCN project description/presentation – clearly defining the MOCN general process, DK and PH teams’ participation, roles and coordination responsibilities. This is to benefit current and future employees in having a full and clear understanding of what the MOCN project is all about – thus allowing them to go beyond their regular tasks and be able to do more for inter-related departments/processes

2. Identified business risk that comes with doing commissioning tasks in AM (PH time – 6 hours ahead of DK). At times, on-site issues occur, requiring very urgent physical support in DK affecting services to clients. Submitted recommendation on how to ensure this concern is addressed in a cost efficient manner.

3. Presented option for RFP team members to augment Optimization manpower during peak loads. This is to maximize manpower utilization given they have common skills. 4. Pushed for earlier completion of re-planning & commissioning tasks to allow 2 Weeks freeze before MOCN cluster migration. Sent recommendation to deal with HW upgrade and A Site changes requests way ahead to allow planners to work earlier. 5. Expressed the need to reduce POT/CAT geographical update delay from 7 days to 1 day at least. In this manner, way optimizers can readily see effect of optimization tasks done the following day. Also, designated point person focusing on POT/CAT so optimization lead can also focus on CAC sub process management. 6. Identified needed for policy in managing simultaneous MOCN and Ops tasks for same sites to prevent friction/issues. 3G MOCN network changes are colliding with 2G network enhancement tasks and causes confusion and friction between different project groups. Someone needs to be on top of all these simultaneous projects to clearly identify priorities and control servicing impact.

7. Change control/management for CAC process.

8. Continue coaching teams and peers on effective communications. 7. Organization : Regus Service Center Phils., BV

Positions handled : Regional IT&T Service Delivery Manager (SEA) July 2009 – June 2010

: IT&T & Facilities Manager, Global Service Centre July 2010 – June 2011

IT&T Consultant to Global Technical Services Centre Sept 2011 – Aug 2012

Manpower Resources : Regional IT&T Managers, IT Coordinators in centers IT&T Engineer and Facilities staff in GSC office,

Global Technical Services Team in UK

1. As Regional IT&T Service Delivery Manager (SEA) (July 2009 – June 2010) 1.1. SEA Business Expansion – IT & Telecoms Infrastructure Management

• Design & setup IT&T Data Center, Network (Lan & Wan), Video Conference and Telephone/PABX Systems for all new centers

• Coordinate with global, regional and local suppliers for best equipment price and timely delivery, testing, installation and commissioning of all IT&T equipment and systems. Ensure that most recent IT&T equipment standards are used in new centers.

• Coordinate with local, fit-out team all special requirements for cabling, electrical

(including backup power sources) and air-conditioning systems in support of IT&T equipment operations.

• Coordinate with Global Technical support the configuration of all firewalls, routers, servers, network switches, backup systems, wifi systems, network printers and PABX systems, PCs and biometric access systems.

• Ensure all IT&T systems are fully functional, properly turned over and acceptance by Center Operations team (includes training of center ops team on new systems).

• Incident Management & provide immediate IT&T support for center ops & serve as primary escalation person for any IT&T issues/tickets that center ops team cannot handle. Directly responsible for any IT&T issues escalated by center team via email, phone call or via service tickets.

• Submit complete and accurate IT&T infrastructure documentation for site to the Regional IT Director and turn over the entire IT&T infrastructure to the Global Technical Support Team in UK

1.2. Manage roll-out of regional IT&T initiatives:

• Ensure that new systems are rolled out properly and efficiently in all centers in the region. This includes new applications (ERPs, Intranet, Anti Viruses), new standards (new backup systems, firewall upgrades, etc) and also to ensure site compliance to new IT&T policies and procedures.

1.3. SSC (APAC Sales Contact Center – Global City)

• Manage all aspects of Nortel, Mitel and Asterisk pabx operations and make all necessary revision on call flow as necessitated by over growing/changing SSC business processes/needs.

• Monitor issues reported via daily test calls from centers all across APAC

• In collaboration with other IT Managers and Center Ops team in APAC region, isolate and resolve issues immediately.

• Escalate supplier issues to Telco & Pabx support teams as needed. 1.4. Facilities management.

• Provide facilities management expertise in managing all office renovation, section transfers and group expansion in current office in Net Cube bldg, BGC. 2. As IT&T & Facilities Manager, Global Service Centre (July 2010 – June 2011) 2.1. Business Process contributions.

• Provide technical guidance in setting up and running a corporate IT&T infrastructure and provide guidelines and policies for efficient use of IT&T resources customized for GSC’s needs.

• Manage and plan for sufficient IT&T infrastructure for the ever growing Global Service Center

• Provide continuous evaluation of existing IT policies, procedures & recommend more efficient alternatives.

• Provide technical expertise in ensuring smooth transition of Global Service Center business processes from US & UK offices to Global Service Center in Philippines. 2.2. IT Infrastructure / Facilities Management contributions.

• Spearhead roll-out of IT&T related process for increased efficiency..

• Conduct training for new employees on IT&T systems, policies and procedures.

• Incident Management and maintain proactive IT&T Infrastructure Monitoring & fault resolution management

• Ensure proper functionality of all the production IT&T equipment

• Manage outsourced IT support function for ensuring the agreed SLA

• Initiate fault/issue investigation & fault isolation for issues affecting the Global Service Center and ensure a timely & reliable solution is achieved.

• Provide IT and Facilities management expertise in managing all office renovation, section transfers and group expansion in current office 3. As IT&T Consultant to Global Technical Services Centre (Sept 2011 – Aug 2012) 3.1. Business Process Contributions.

• Plan and manage transition of Global Technical Service center processes from UK to PH involving all IT&T infrastructure & servicing procedures/polices (data and voice).

• Work with the resulting Manila helpdesk team to identify process changes, inventory, spares and ITIL changes to be made to Transition APAC region supplier management under Manila Helpdesk control.

o Investigate current processes for UK/USA and identify regional variations. o Identify processes for APAC regional language variations. 3.2. IT Infrastructure / Facilities Management Contributions.

• Identify equipment needed for new supported technologies for the Windows and Network support team laboratory and prepare support facilities for implementation.

• Incident Management for IT & Facilities management issues/tickets and manage all office renovation, section transfers and group expansion in current office

• Provide IT and Telecoms expertise in planning for moving the Global Technical Service Center to its proposed new office

o • including BCP/DRP plan for telco links

o • including call flow management transition from function-based to skills-based call handling scheme

• Provide alternative complete and accurate call center solution to current Nortel system inclusive of DRP plan for telco / pabx issues in HK hub 8. Organization : California Telemarketers, Inc. (CTI) Employment Period : July 21, 2008 – March 15, 2009 Position : Manager

ICT (Information & Communications Technology)

Reports to : President / Operations Director

Locations handled : Quezon City (Commonwealth Avenue) Manpower Resources : Systems / Network (2)

Helpdesk (2)

Network Engineer (4)

PABX support (3)

RESPONSIBILITIES:

1. Transform current ICT team from a team that provides basic IT services to a fully dynamic and proactive service

Contact this candidate