Ralph Dacanay

Experience

• 

  Rainmaker Asia

  Mar 2009 - Sept 2011

  Technical Support Representative - Tier 2

  • Responsible for the installation of applications via SMS push• Identified and troubleshoot failed SMS push• Provided remote assistance via Webex / Net meeting / Remote Desktop• Troubleshoot MyVPN connection (Cisco VPN) and web VPN• Installed and troubleshoot MS Office Applications, TeamCenter, Printer Issues, Remote Desktop Connection, SMS installation, IBM RSA, MatLab, Windows System Registry, Wireless Connection, Wired Connection, Internet Browser, Webex Application and Microsoft Outlook• In charge of the creation CDSID / Exchange ID / $Accounts (Administer/Maintain SILAS Accounts), password resets and account unlock• Posted planned and unplanned outages on the Global Incident Report Board (GIRB)• Recorded flash messages and manned the hotlines for critical plants of Ford Credit and North America• Handled critical issues and critical application outages• Trained technicians for process and procedure updates• Assisted tier 1 technical support representatives in PC troubleshooting and navigating the knowledge base on how to resolve/escalate an issue• Took supervisory calls as needed Show less

• 

  Stefanini Philippines, Inc.

  Sept 2011 - Jun 2013

  • Managed the day-to-day running of the Service Desk, delegating incidents to relevant team members• Managed, trained, and developed Incident Management Coordinators and Infrastructure Analysts, ensuring a high level of motivation and engagement• Prepared employee performance evaluations, delivered annual merit reviews, updated employee journals daily and performed other administrative tasks as assigned• Performed root cause analysis and identified opportunities for helpdesk efficiencies• Provided first and second-tier support for the efficient resolution of IT end-user-related incidents, service requests, and problems; and update the service desk management tool accordingly• Acted as escalation point for all requests and incidents• Developed and maintained phone/ticket escalation processes to ensure free flowing escalation and information within the organization• Accepted and reported escalated issues from Tier I technicians taking highest priority• Managed and triaged multiple incoming priorities effectively by understanding the client needs to identify potential problems and escalate to department contact for resolution• Provided data and report of KPIs and monthly trends to the client• Initiated service improvement, through the analysis of service calls and common incidents Show less • Performed incident management functions during global outages by utilizing the Service Desk and represented the first stage of escalation for incidents, should these not be resolvable within the agreed Service Levels• Worked closely with internal support groups and external service providers to identify, resolve, and communicate issues and critical incidents• Ensured adequate coverage, which included monitoring of all services, ensuring that all systems are restored in the event of an outage• Participated in post incident reconvenes following outages and ensuring actions from the reconvene are addressed or registered as risks or issues• Performed root cause analysis and recommends areas of opportunities regarding the IC process Show less

  • Global Service Desk Team Lead (Incident Control and IT Infrastructure)

    Sept 2012 - Jun 2013

  • Incident Controller I

    Sept 2011 - Sept 2012
• 

  Stefanini Philippines, Inc.

  Oct 2013 - Jun 2015

  Lead Incident Management Coordinator

  • Lead Incident Management implementations for new projects/programs• Identified and rolled out Incident Management processes for each program• Acted as a single point of contact for all escalated / unresolved tickets• Performed root cause analysis and identifying opportunities for incident management efficiencies.• Ensured process compliance and adherence (Incident / requests)• Initiated pro-active steps to avoid escalation / stalled tickets• Monitored pending & bounced tickets, and routed them to the appropriate specialist• Chased tickets that are approaching threshold limit to ensure SLA is achieved• Liaised with resolver group & customer in providing a satisfactory resolution• Facilitated scheduled & planned downtime, while ensuring requests & incidents are handled as per agreed SLA• Monitored major incidents and provided warm handoff to specialists and track until closure• Represented Global Service Desk in bridge calls, forums, meetings and RCA discussions• Assisted in audit requirements, thereby, providing inputs whenever requested• Performed regular people management, tasks and overall monitoring of shift operations• Coordinated the daily execution of the incident management process• Facilitated regular incident management review meetings• Communicated changes and issues in the environment which may affect service desk and desk side incident volume• Identified opportunities to minimize exceptions to processes, and propose framework for sustainable practice• Identified functional escalation point for tickets when required• Oversaw the lifecycle of all open incidents/requests in order to communicate issues or potential issues with vendors, clients, Stefanini technicians and leadership resources and detect and prevent SLA and/or KPI breaches• Coordinated the broadcasting of status updates to key stakeholders, resource team and leadership team Show less

• 

  Hewlett Packard Enterprise

  Jul 2015 - Sept 2017

  High Priority Incident Manager

  Prioritizes, coordinates and documents all incidents classified as Critical and acts as a single point of contact between the Service Desks, Support Group, HP and Customer Management• Ensures customer satisfaction and optimum engagement relationships to build and maintain annuity business within the account• Arranges and chairs technical conference bridges involving regional support teams as required• Delivers Critical incident management in line with the HP ITSM - Incident Management process, through all stages if the incident lifecycle, across all Asia Pacific customers• Effectively manages Customer Service Level Agreements (SLA's) for all escalated incidents reducing HP financial penalties• Delivers escalated incident management in line with the HP ITSM - Incident Management process• Clearly identifies case resolutions, immediate fixes, root causes and documents steps for investigation and preventative actions to be taken• Analyzes and raises severity of critical incidents (Priority 1) and provide end to end management within approved SLA• Communicate status of major incidents and disseminates formal Major Incident Reports and track corrective actions to closure• Consults with other teams on proper integration and correlation of the incident management process and their respective area• Facilitates daily, weekly and monthly tactical meetings as well as creates incident reports as determined by the business• Reviews and recommends, as appropriate, changes to support processes to ensure continuous improvement of the incident management process• Meets with management to provide monthly status update and documents action plans to resolve identified trends and improve Incident Service levels Show less

• 

  ADNH Catering

  Jan 2018 - now

  - In-charge of the Retention CRM management and accuracy- Creates Retention Data Analysis and Reporting- Ownership of the retention data in the CRM application and ensure the quality of the data is in line with the Group Policy- Liaises with the operators regularly to ensure their respective contracts are updated, including the contract retention stage, summary, whitepaper, and client profiles- Worsk closely with CRM stakeholders to have an oversight of current month end processes to improve timeline of the process, accuracy, and efficiencies and submits required reports on a timely manner to meet reporting deadlines set by Group/Region/Management- Conducts regular retention clinics/workshops- Acts as the main point of contact for Retention CRM and other related surveys (e.g., Survey Monkey)- Facilitates the induction/onboarding/training of new CRM users and support/maintenance of the CRM platform, as requested- Monitors and analyses the retention business requirements to advise on scope and options for process, systems, and operational improvements- Produces reports, data analysis and dashboards required for retention- Drives enhancements and improvements of the CRM in coordination with the CRM team to ensure implementation of best practices- Ensures Power BI accurately reflects data from CRM- Works towards making CRM the main source of all Retention information and ensure consistency of information from CRM/Power BI/MAP Pack Show less - Reports directly to the Chief Operating Officer and Human Resources Director- Oversee day-to-day operations of the Support Center team- Provide administrative control of ADNHC employees’ documents and serves as the central point of contact for these requests- Creates monthly, quarterly and YTD reports and dashboards for the Support Center Team- Works closely with the Operations Managers, Regional General Managers and Finance regarding the employees’ salary, leaves and other requests- Plans and facilitates the operational and logistical flow of various company-partnered events (Abu Dhabi Formula One, Dubai Expo 2020, Dubai Rugby)- Plans and executes the full staffing operation for all events, where necessary, to utilize internal staff where possible, and work with key agencies where necessary- Manage staff accommodation issues, accommodation requirements, and all other related matters- Works directly with the Senior Management of various company sectors for any requests such as correspondences, notifications, preparations of internal memos, letters, etc. Show less - Reports directly to the Chief Executive Officer and HSE Director- Provide Incident Management support for the company's Middle East region (UAE, Saudi, Qatar and Egypt) and other areas of control and activities.- Provide daily assessment of internal and external incidents and their potential impact on the Middle East business operations and subsequent advisories to management.- Assist in the development, maintenance and promotion of the IMC support procedures and methodologies throughout the Middle East cluster of businesses.- Manage disaster recovery and escalation management of key incidents to key stakeholders.- Prepare daily and periodic standards compliance monitoring in the IMC, ensuring that corrective and preventative actions are implemented. - Responsible for the training and development of employees on all levels on IMC and Emergency Response Planning- Manage incident reporting and the outputs of the IMC function, including incident investigation and close out of reported incidents- Collate and publish monthly, YTD and year on year comparative incident and associated HSE data, and completes analysis to determine trends for management and employee dissemination- Provide a document control and maintenance function for the internal HSE shared drive data base including the company's Integrated Management System- Act as the administrative and reporting control of the ADNH Compass Motor Vehicle Fleet- Compile statistical data and other material (i.e. editorials from Key Managers and HSEQ Team news) for HSEQ Newsletter- Ensure that incidents are investigated and adequate corrective measures are implemented and communicated to the business- Provide specialist advice and support to senior management regarding the management of workplace hazards and risks- Ensure OSH performance monitoring system is in place to ensure the effectiveness of injury prevention and risk management policies and procedures Show less

  • CRM Manager

    Apr 2024 - now

  • CRM Manager

    Apr 2024 - now

  • CRM Manager

    Apr 2024 - now

  • CRM Business Partner

    Jan 2022 - now

  • Operations Support Center Manager

    Apr 2021 - Dec 2021

  • Incident Management Center Manager (Middle East)

    Jan 2018 - Apr 2021