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Work Background
TaskUsDirector of IT
Sep. 2020PhilippinesManages a team of Technical Account Managers providing support and maintaining growth relationships across the company's multiple clients at a global capacity.
TaskUsTechnical Account Manager
Sep. 2019 - Aug. 2020Manila
TeleperformanceTechnical Account Manager
Mar. 2014 - Sep. 2019PhilippinesThis role provided technical management support to multiple programs across different geographies. Being the frontline technical resource, the role serves as the primary contact between the business operations and IT delivery support organization. Partners with the Project Management office to understand issues and requirements and responds to requests for new services (RFS's) promoting business growth. Depending on the scope, may perform as an IT project manager for new implementations. Partners with customers to assist success with their technical requirements and implementations. Functions as the project manager and/or coordinator for BAU internal and/or client-initiated IT projects. Actively involved in all IT requests which require complex coordination with multiple technical support teams to implement or address. Communicates changes in the IT processes and manages problem and change issues as needed. Reviews, approves and/or coordinates client approval on change requests when necessary. Analyzes impact, risks and effort needed to implement a change request. This includes coordination and verification from different support groups. Leads and directs the delivery team in communicating with clients to drive efficient and smooth resolution of incidents and implementation of projects. Provides support to the incident management team to drive immediate resolution of high-priority or impacting issues.
IBM Solutions DeliveryIT Site Operations Manager
Dec. 2010 - Jan. 2014• This role provides infrastructure and application support to internal and commercial IBM clients to ensure business continuity and ensure Service Level Agreements are met while following the ITIL Service Management framework. o Serves as the primary contact between the DPE and delivery support organization. It is an integral part of the account planning and delivery support strategy. • Provides first/second level infrastructure and application support for the account • Proactively monitors and manages IT- related issues, changes in the processes and manages problem and change issues and alerts as needed. Provides technical support and participate in the Change Control Board and/or change control process. Analyzes impact, risks and effort needed to implement a change request. This includes coordination and verification from different support groups Carries out approved changes to the system thru: Infrastructure and Application Testing Meetings with IT support teams and the operations Management of IT related tasks related to the change • Works with the customer (project office) to understand issues and requirements and responds to requests for new services (RFS's) promoting business growth. • Leads and directs the delivery team by partnering with the client DPE/PE and may be assigned to one or more accounts depending on their size and complexity. Ensure positive customer satisfaction and customer relationship is maintained • Monitors and manages Service Level performance on assigned account(s). Manage delivering to contract performance standards and client measurements. Generates periodic SLA reports Actively participates in client initiated projects * Assists in Business Continuity Planning and Disaster Recovery simulation activities • Shields the business from the complexities of other IT groups by being Single Point of Contact of business operations for major infrastructure concerns
JP Morgan Chase & Co.Tech Ops Analyst – Officer - Branch Infrastructure Services(Retail IT) - Vendor & Asset Management
Apr. 2010 - Jul. 2010• Handles projects for small to medium size projects related to Retail Branches such as but not limited to Purchasing and Vendor Management, Branch Openings and Closings. • Creates and updates equipment inventory lists for retail branch relocations, reconfigurations, conversions, openings and closings. Coordinates with all business partners in the monitoring, delivery, installation of all computer/ hardware equipment. • Monitor progress of new build installations, trouble shoot any issues. • Maintains infrastructure databases to ensure consistency and accuracy of data. • Creates and maintains reports for branch projects • Provide assistance with purchases of special items requests • Provides real time solution to urgent branch infrastructure requests.
JP Morgan Chase & Co.Administrative Assistant to the VP
Mar. 2007 - Mar. 2010• Reports directly to the VP – Home Lending Customer Care and oversees the administrative and operational needs of the site. Works closely with the support teams – Finance, Global Technology Infrastructure and Corporate Real Estate in the implementation or corporate rules and guidelines. Mainly supported the Chase Home Lending Customer Care department. When needed, assists and supports new lines of businesses in starting up and sharing best practices as one of the most tenured admin assistants in Manila. Supported two (2) Manila Customer Sites for Chase Home Lending Manila. • Prepares reports as needed. Manages, maintains and controls the performance scorecard data for Customer Care on a monthly basis. Analyzes trends and interprets data critical for the performance evaluation processes. • Handles all procurement needs such as but not limited to all types of office and call center equipment, supplies, fixtures, etc. Directly involved in the asset/equipment inventory for Customer Care. • Coordinates agenda for colleagues from the US coming to Manila on site visits. Includes taking care of logistics like but not limited to meeting reservations, ground transportation and other needs. • Coordinates international travel of Manila-based employees who are sent to off-shore trainings with our US counterparts – including agenda, visa application process and travel reservations. • POC for systems access and database requests. Uses different databases and other online tools necessary in Customer Care system environment. Also provides immediate assistance to minor system issues when necessary. • Directly involved in the transition and transfer of employees from one site to another, such as but not limited to systems testing, access, and availability of facilities and equipment.
JP Morgan Chase & Co.Customer Care Professional – Chase Home Lending Customer Care
Oct. 2005 - Mar. 2007Customer Care Professional – Chase Home Lending Customer Care • Represented JPMorgan Chase Bank as a Customer Care Professional for Home Lending Prime Customer Care • Handled inquiries, documentation requests, payment requests and other financial transactions for prime home mortgage accounts. • Have consistently met goals and been given recognition for excellent performances in Quality and Customer Satisfaction Surveys.
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