Assistant Manager / Team Lead Helpdesk and Application Team

Overview

Looking for full-time work (8 hours/day)

at $3.41/hour ($600.00/month)

BS Computer Science

Last Active

June 7th, 2014 (3923 days ago)

Member Since

June 6th, 2014

Profile Description

Assistant Manager (IT HELPDESK / SERVICE DESK)
July 2, 2012 – January 2014
TATA CONSULTANCY SERVICES
10F ACCRALAW TOWER ASCENDAS
BGC TAGUIG CITY
• Focusing on KPI's to ensure end ownership of incidents, problems and changes are responded to within SLAs;
• Organise and co-ordinate daily team/analyst responsibilities;
• Deal with customer escalations and support feedback in a calm and efficient manner;
• Assuming the role as Critical Incident, Problem or Change Manager when required;
• Assist Service Desk Manager with monthly reporting and other ad-hoc administrative/project requests;
• Active involvement in the recruitment of all new team members;
• Manage staff holidays and sickness ensuring necessary staffing levels at all times;
• Monitor incident trends and anticipate potential problems for proactive resolution;
• Participate in support handover meetings and provide analytical feedback into the Sales/Project phases;
• Lead weekly team meetings to discuss progress and client projects that the Service Desk support;
• Ensure all processes and procedures are fully documented and complied;
TEAM LEADER (SYSTEM OPERATIONS)
April 2010-June 2012
VALUECOMMERCE PHILIPPINES TECHNOLOGY
27/F Tower II Insular Life Corp. Center
Filinvest Corporate City ,Alabang, Muntinlupa City
• To provide guidance, training and mentoring to members of the team and other relevant members of staff in the provision of SysOps services.to react and take actions in attempt to avoid or resolve service incidents
• To be responsible for the day to day management of the SO team, with a concern for their overall welfare and performance.
• To work closely with the Systems Administration team ensuring that knowledge and experience are passed into the SysOps group, concentrating on the reduction of chronic alerts and incidents.
• To liaise with other technical groups to ensure consistency and compatibility in the use of monitoring tools utilised by SysOps. To make professional recommendations on the policies and practices of those groups where they may conflict with the duties of the SA team or otherwise adversely affect the business.to act as a communication center for other technical groups.To work with 3rd party suppliers to ensure the support practices of the group such as escalation processes, meet the needs of the
business.
• To ensure that the SO team maintains the required standard of notes, ticket entries and documentation necessary to support the service and enable others to do so.
• To act as a key decision maker on the recruitment of new staff to the team.
• To manage the team in providing investigation, resolution and root cause analysis of infrastructure problems.
• To advise the VP Infrastructure & Support on issues of service delivery, including shortfall, service pressures and to propose and deliver remedial action
SENIOR SYSTEM OPERATOR
May 2008-March 2010
VALUECOMMERCE PHILIPPINES TECHNOLOGY
27/F Tower II Insular Life Corp. Center
Filinvest Corporate City ,Alabang, Muntinlupa City
• provide 24x7 monitoring and support of the business Development
• to react and take actions in attempt to avoid or resolve service incidents
• to prepare reports related to all service incidents
• use job monitoring tools and run simple unix scripts
• perform basic troubleshooting and service restarting in the event of service failures.
• remote monitoring for VC Data Center located in Japan
• to act as a communication center for other technical groups