JOHN YAO SUMAGAYSAY
Address: 2446 Fidel St Gagalangin Tondo Manila
Mobile: 09178401301 Landline: (02)5187386
E-mail: [email protected]
JOB OBJECTIVE
I am seeking a position in a people-oriented organization where I can fully utilize various experience in Information Technology (IT Helpdesk/ Desktop Engineer) in a challenging environment and to establish a long term career. I am results-oriented and a detailed professional. I have worked for more than Ten (10) years of solid Customer Service and IT Helpdesk/Desktop related functions with combined Call Center and expertise in IT support.
REASON FOR LEAVING
I am currently looking for opportunities that will allow me to contribute in a more expanding
environment that is both challenging and rewarding.
Earliest Available Date: 15 days to 1-month notice
Current Salary: PHP 62,000 PHP/month
SUMMARY OF QUALIFICATIONS
– 10 years of Technical Troubleshooting
– 5 years plus experience as a Team Lead
– 10 years of experience in Incident, Change and Problem Management
– Excellent English Communication Skill (Written and Spoken)
– Works well with others at various level
– Demonstrate commitment in achieving extraordinary results
– Courteous and Professional
– Organized and detailed oriented
– Good interpersonal skills
– Strong Skills in leadership, time management, prioritize tasks and meeting deadline
– Computer skills: Extensive knowledge in Remedy, PeopleSoft, Citrix, Avaya PABX systems, Computer Networking, Active Directory SSH (Secured Shell), Retail POS System, Terminal Server Client, Windows Server 2003 (Wintel Server), VPN, resetting passwords, Mainframe, Voicemail, Bomgar client, Blackberry, I-phone Microsoft Office 2003 & 2010 (Word, Excel, Power point and Outlook) MS Exchange 2010 and Call Recording (Service Observe).
– Experienced in preparing performance reports and communication system status.
– Knowledgeable in implementing security improvements by assessing current situation, evaluating trends and anticipating requirements.
– In depth experience in Change Management, Project Management, IT Asset Management and Incident Management
– Experience to handle servers and clients (Vmware or ESXi)
– With good grasp of concepts on client-server architecture, database installation, migration, system analysis, networking and application development process.
– Knowledgeable in tracking malwares and viruses
– Knowledgeable in configuring web servers (IIS and Apache), email and SMS
– Experience to guide, mentor, motivate, train and coach team to achieve goals.
– Knowledgeable in using Splunk Monitoring, Putty Session and BBPM for Critical Systems Monitoring
– Knowledgeable in conducting needs assessments, performance reviews, and capacity planning.
– Experience in establishing technical specifications, productivity and quality to achieve client’s expectations.
– Ability to independently analyze complex processes/issues
– Ability to write /present clear and concise reports
PROFESSIONAL DETAILS
August 7, 2017 – Present Mynt (Globe Fintech Inc.) as Command Center / Incident Management Head
Current Salary: 62,000 PHP/Month
Mynt – is a leader in mobile financial services focused on accelerating financial inclusion through mobile money, micro-loans, and technology. As a subsidiary of Globe Telecom, Ant Financial (affiliate of Jack Ma’s Alibaba), and Ayala, Mynt is in a path in becoming a global mobile payment brand.
We are committed to exploring innovative and non-traditional avenues towards microfinance, leveraging telecommunications infrastructure and mobile money platform.
PRIMARY RESPONSIBILITIES
1. Monitor the entire performance of the Command Center, handle critical incidents and perform one on one coaching for each member of the team.
2. Leading the Incident Management team to push critical incidents to resolve as quickly as possible following the SLA.
3. Point of escalation, resolution management and communication for major issues affecting customers
4. Drive continues improvement of Command Center processes and IT Service Management.
Coordinates L2 support/Infra team regarding process alignment with Command Center and Incident Management to perform as a whole and be able to resolve issue as soon as possible.
6. Ensures that Command Center Team monitors, assesses, and analyzes the different complex and high critical system in the company before an incident might happen
7. Implement training and development of the team to address process gaps within the group
8. Created a Knowledge Base for Operators and Leads for easily checking of issues and escalation matrix of each teams.
9. Headed the Training Team of the Command Center team
10. Reported to Higher Management regarding the status of our servers and involved in the development of the Command Center and Incident Management Team.
PROFESSIONAL DETAILS
Oct 12, 2015 – July 31, 2017 Tech Mahindra – Globe Telecom, Inc. as an Incident Manager
Current Salary: 45,000 PHP/month
Tech Mahindra – represents the connected world, offering innovative and customer-centric information technology services and solutions, enabling Enterprises, Associates and the Society to Rise™. We are a USD 3.9 billion company with 105,200+ professionals across 90 countries, helping over 788 global customers including Fortune 500 companies. Our innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value to our stakeholders. Tech Mahindra is also amongst the Fab 50 companies in Asia as per the Forbes 2014 List.
We are part of the USD 16.9 billion Mahindra Group that employs more than 200,000 people in over 100 countries. The Group operates in the key industries that drive economic growth, enjoying a leadership position in tractors, utility vehicles, information technology, after-market and vacation ownership.
PRIMARY RESPONSIBILITIES
11. Supervise support for ABS-CBN and Cherry Mobile accounts which is a 24/7 support service through calls, emails and chat.
12. Meet Operational Metrics and Business objectives through planning, leading, organizing, floor management specialized in 24/7 Support.
13. Manage Escalations coming from External clients, handle clients’ complaints, assign appropriate resource to resolve the issue, manage technical resources – ensure resource availability, manage training schedules and identify efficient tools and equipment for the team.
14. Perform periodic agent call audits, side-by-sides, and monitor technician calls, with particular attention to technical/functional excellence.
15. Advises and coaches engineers on technical resolution and case handling options.
Act as the primary liaison with the other departments’ team leaders for status update discussions, case escalation and process improvement.
Promoted as an Incident Manager (on my first six months as a Team Lead) that handles incident tickets for MVNO partners.
Trained and Nurture New Hires and Tenured Agents in our team.
Process the Liquidation of all Service units in the Service Desk Department.
Handles Conference call or Bridges with L2 supports to fix the current issue and also the critical concerns as well.
Coordinates L2 support regarding process alignment with SD Team and Incident Management to perform as a whole and be able to resolve issue as soon as possible.
Handled Urgent Adhoc Business request and Ticket updates.
Attended meetings with Service Level Managers, Incident Managers and Vendors to discuss process alignments within the group.
Establishes IT standards and policies within the team.
Ensures the staff performance that may lead to accurate planning, monitoring and evaluation of the entire organization.
Used to Lead 3 different teams at the same time. (Service Desk Team, Chia and Command Center/Data Center) It comprises of 40 people.
Point of escalation, resolution management and communication for major issues affecting customers.
Manage customer contracts within the company start and end of transition.
Drive continues improvement of SD Operation processes and IT Service Management.
Implement training and development of the team to address process gaps within the group.
Ensures that Command Center Team monitors, assesses, and analyzes the different complex and high critical system in the company before an incident might happen.
I ensure that escalation coming from 3 different teams (Command Center, SD and Chia Team) are handled properly and swiftly.
Gained knowledge in Change Management through trainings/tasks
Nov 18, 2014 – Sept 11, 2015 Trend Micro Incorporated as a Senior System Engineer
Current Salary: 32,000 PHP/month
Trend Micro – is a global leader in IT security and develops innovative security solutions that make the world safe for businesses and consumers to exchange digital information. With over 25 years of security expertise, we’re recognized as the market leader in server security, cloud security, and small business content security.
PRIMARY RESPONSIBILITIES
1. Monitor client’s servers and client’s workstation (Enterprise network) remote through the use of our Trend Micro tool. (Office Scan)
2. Administers user accounts using Active Directory and Exchange Server 2010.
3. Handled escalation issues regarding our product and also responsible in coordinating to the managers.
4. Work as fast and accurate as possible to resolve client’s cases.
5. Handles Windows servers and Network Administration
6. Gained knowledge in Change Management through trainings/tasks
Mar 17, 2014 – October 17, 2014 Stefanini Philippines as a IT User Administrator of Covance
Current Salary: 28,000 PHP/month
Awards: – appointed as the Shift Lead (Graveyard Team) in my 2nd month as an IT User Administrator.
– Awarded as the best User Administrator for having the best stats/metrics.
The Company:
Stefanini IT Solutions was founded in 1987 by Marco Stefanini, a pioneer in the IT industry in Latin America. The company quickly emerged as a leader in such areas as application outsourcing and software application development. As part of its continued global expansion, Stefanini IT Solutions acquired two US-based IT companies and formed Stefanini Tech Team. Today, Stefanini Tech Team brings decades of IT expertise to clients around the globe. We employ over 13,000 employees in 28 countries across the America, Europe, Africa, Australia, and Asia.
PRIMARY RESPONSIBILITIES
1. Manage/Monitor/Create user ID’s for different applications as required by the business.
2. Monitor tools for user access changes and immediately apply these changes to the appropriate user accesses with pre-existing account.
3. Work closely with different groups in order to deliver the requested specifications on a requested ticket
4. Administer different levels of accesses through Active Directory or tools that simulate the properties of Active Directory.
5. Work as fast as possible on cases/tickets while maintaining the highest possible level of accuracy under pressure.
6. Communicate professionally with different managers across the client organization in order to better complete a task as well as relay different levels of progress on a task.
7. Works of tasks based on structured levels of priority.
Nov 2, 2010 – Feb 14, 2014 Safeway Philtech as an IT Service Desk Analyst/ Desktop Support Engineer
Current Salary: 25,000 PHP/month
Awards: Best in AHT (Average Handling Time) and One of the Top Analysts in FCR (First Call Resolution)
The Company:
Safeway Philtech is a company that specializes in providing great value, superior quality and legendary service. As one of the largest supermarket chains in North America, Safeway continuously strives to provide uniquely responsive solutions to its customers bringing more to the table – for its customers, employees, the communities and stockholders in America and in Manila.
PRIMARY RESPONSIBILITIES
1. Problem analysis and resolution
2. Direct Help Desk Requests
3. Take Escalations
Skills:
– Advance Computer troubleshooting
– Excellent Written and Oral Communication
– Strong Analysis for root cause
– Handled Risk Management Tasks and L2 troubleshooting.
April 2008 – July 10, 2010 Nucomm International as a L2 Supervisory Lead
Salary: 23,000 PHP/month
Nucomm is a technology company that operates in more than 170 countries around the world. We explore how technology and services can help people and companies address their problems and challenges, and realize their possibilities, aspirations and dreams. We apply new thinking and ideas to create more simple, valuable and trusted experiences with technology, continuously improving the way our customers
live and work.
PRIMARY RESPOSIBILITIES
Logs all help desk calls or email requests and updates problem profiles of clients.
Resolves problems with a goal of 80% First Call Resolution
Completes requests for Password Resets using Terminal Service Client.
Logs all help desk email requests into Problem Reporting System using remedy.
Handles Level 2 troubleshooting and make sure that the issue will not occur again.
Understanding help desk priorities and objectives and taking an active role in accomplishing these objectives.
Prepares reports and relay information to the Manager.
Handled escalations, coaching and Incident Management tasks.
Supports end users for their daily PC usage problem.
Gained knowledge in Change Management through trainings/tasks
April 2005 – February 2008 Dell Account as a Team Lead
Salary: 18,000 PHP/month
Dell believes technology helps people and communities to grow and succeed. That’s why we empower you to always think ahead, giving you the tools and the training to keep attaining new levels of success for you and for our customers.
When you join Dell in Asia Pacific, Japan (APJ), you’re free to be inventive, delivering solutions that make a real difference in people’s lives. Your teams will be rewarded for curiosity and for bringing different perspectives to the table. And there will always be opportunities for you to learn, to grow, and to succeed while you bring new solutions to our customers.
PRIMARY RESPONSIBILITIES
1. Answer customer calls regarding computer issues. (Hardware and Software)
2. Resolves problems through phone, e-mail and chat (MIS).
3. Performs 2nd level computer troubleshooting.
4. Handled escalations and coaching to a group/team.
5. Performs training to new employees and make sure that they grasp the whole principle of a given tasks.
6. Handled hands-on computer troubleshooting including avaya phones.
7. Gained knowledge in Change Management through trainings/tasks.
8. Handled Information Security tasks (such request access approval and creation of user account in Active Directory and Mainframe)
EDUCATION:
MAPUA INSTITUTE OF TECHNOLOGY
B.S. Computer Engineering (Graduated on May 26, 2005)
PRESIDENT–COE GRADUATING CLASS, MIT – January to March 2005.
Organized and coordinated internal and external activities for the organization.
REFERENCE:
1. Mike Joseph Fulgar
Mynt Command Center Lead
09275118446
2. Leah Estolano
Zuellig Manager
09989618328
3. Jason Juan
Reed Elsevier SD Manager
09175585674