Experienced Service Desk Manager

Specializes in continuous improvement, personnel development and people management.

Category
E-mail
dragonisles@gmail.com
Phone Number
+63 917 611 3574

Experience

Technical Trainer @ Collective Solution
Oct 2017 — Current
A position that is tasked to trained seasonal graphic designers in using Adobe Photoshop and Adobe Illustrator.
Service Delivery Manager @ Stefanini
Sep 2013 — Jan 2017
Managed two campaigns. The first is a Service Desk campaign that involved managing two teams here in Manila; one team in Jilin, China and another in Dalian, China. The second is a User Access Administration campaign. Tasks include maintaining SLA, continuous process improvement, coaching, personnel skill development, performance review, salary appraisal, budget management, quality monitoring, training management, client relations management and documentation review.
Team Leader @ Alorica, Makati
Aug 2013 — Sep 2013
One of three team leads that were hired for an expansion project of an existing campaign. Unfortunately, the expansion did not push through to its fullest and only one team lead was needed in the end.
Account Manager @ Stefanini
Oct 2010 — Apr 2013
Managed a campaign for Ford motors. The campaign involved a team of windows server administrators that maintained Ford's windows servers remotely. Tasks involved quality management, training management, process improvement, performance appraisal, coaching, personnel skill development and client relations management.
IT & Service Desk Manager @ WebConnect Solutions
May 2009 — Sep 2010
Managed an internal service desk team and the team of IT personnel that maintained the hardware and software of the employees of the company.
IT Dept Head & Programming Professor @ Holy Child Academy
Apr 2008 — Apr 2009
Managed a small team that maintained the computers on all branches. Programming professor for high school students.
Tech Support Associate @ Teletech
Sep 2006 — Nov 2006
Provided technical support for home users.
Tech Support Engineer @ Convergys
Dec 2005 — Aug 2006
Provided technical support for residential Bellsouth subscribers.
L2 Tech Support Engineer @ NCO-RMH
Nov 2004 — Mar 2005
Provided level 2 support for Microsoft users.
Technical Subject Professor @ Informatics
Sep 2004 — Nov 2004
Handled classes on Oracle, Adobe, Visual Basic, Corel, etc. for both college and post-graduate students.
Technical Support Engineer @ Client Logic
Sep 2003 — Sep 2004
Provided technical support for escalated issued of residential Dell users.

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