Operations Analyst with Offshore Leadership Experience
Resume:
Edward “Dale” Villamor
ITIL * Certified, Six Sigma Greenbelt Trained,
Salesforce Admin I & II
Excel Intermediate, PowerBi Intermediate
***********@*****.***
EDUCATION:
PUP – Sta. Mesa
Bachelors in Cooperative
Financial Mngt. & Accountancy
2003 – 2008
CERTIFICATIONS:
ITIL 4 Certified
Salesforce I and II
PowerBI – Fundamentals
Six Sigma – Green Belt Trained
Intro to Critical Infra Protection
TECHNICAL SKILLS:
Productivity & Collaboration:
Microsoft 365 (Teams, SharePoint,
Outlook, Word, Excel, PowerPoint)
CRM & Systems: Salesforce, Autotask,
SAP
Reporting & Analytics: PowerBI,
Advanced Excel
ITSM & Operations: ITIL,
Incident/Problem/Change Management
Monitoring: AWS, Zabbix, Splunk
Process Frameworks: Agile, SCRUM,
Project Management, GAP Analysis,
RCA
CORE COMPETENCIES:
Offshore Team Leadership & People
Management
Business Support Operations
Cross-Time Zone Service Delivery
Stakeholder & Relationship
Management
KPI, Metrics & Performance
Governance
Quality Assurance & Process
Improvement
Administrative & Operational
Excellence
Service Integration & Transition
Management
Technology Enablement & Automation
Continuous Improvement & Change
Management
Professional Summary
Business Support, Operations, and Service Delivery Leader with 8+ years of experience managing distributed teams, offshore operations, and enterprise support functions in global service environments. Proven ability to lead multi- functional support teams, deliver consistent service quality, and act as a strategic bridge between offshore delivery centers and onshore stakeholders. Highly experienced in operational governance, performance management, SLA/KPI tracking, process optimization, and cross-time zone service delivery. Recognized for building high-performing teams, driving continuous improvement initiatives, and enabling business stakeholders to focus on core delivery through reliable, high-quality support services. Strong background in leadership, stakeholder management, service integration, and digital enablement, with hands-on expertise in Microsoft 365, CRM platforms, reporting tools, and automation. Adept at managing offshore delivery models, implementing quality assurance frameworks, and aligning team performance with business objectives.
Employment History
Infosys BPM Philippines (Senior Technical Team Lead / Microsoft Regional Lead)
June 2024 – Present
Lead and manage large-scale offshore delivery operations supporting Microsoft services, overseeing 11 Team Leads, 20+ SMEs, and 100+ engineers across distributed teams.
Act as the primary coordination and escalation point between offshore delivery teams and global stakeholders, ensuring service continuity and operational alignment.
Drive KPI governance across CSAT, DSAT, productivity, quality, and turnaround metrics through structured performance management frameworks.
Conduct operational reviews, governance meetings, and leadership reporting to ensure transparency, accountability, and service excellence.
Implement Agile and SCRUM-based operating models, improving workflow efficiency, task allocation, and delivery predictability.
Lead continuous improvement initiatives focused on process optimization, service quality, and operational scalability.
Develop leadership capability within Team Leads and SMEs through structured coaching, mentoring, and performance development planning.
Satellite Office – Client Services (Account Manager) June 2023 – June 2024
Managed service delivery for 13 global clients with over 300 deployed professionals, ensuring operational excellence and SLA adherence.
Acted as the primary liaison between clients and offshore delivery teams, ensuring alignment of objectives, priorities, and service expectations.
Led governance routines including WBRs, client reporting, service reviews, and performance tracking.
Coordinated cross-functional teams (HR, IT, Recruitment, Workforce, QA) to deliver seamless service operations and project rollouts.
Served as escalation manager for operational and service issues, ensuring rapid resolution and stakeholder confidence. Deugro Philippines – IT Servicedesk Supervisor
June 2021 – June 2023
Led global IT Service Desk operations, managing incident, request, and problem management across international teams.
Coordinated onboarding/offboarding processes and system access management in collaboration with HR, IT, and Procurement.
Delivered service performance reporting using PowerBI and Excel dashboards to support leadership decision-making.
Implemented quality assurance processes and service improvement initiatives aligned with ITIL frameworks.
Thakral One Phil Inc. – Senior IT Consultant (Globe Telecom)
December 2020 – June 2021
Supported enterprise operations through system monitoring, service management, and performance optimization.
Delivered operational reporting, service improvements, and stakeholder coordination for large-scale service environments.
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