Mario Legaspi IV

Experience

• 

  NEC Philippines, Inc.

  Oct 2008 - Jun 2014

  System Engineer
• 

  Accenture in the Philippines

  Jun 2014 - Jun 2015

  Technology Account Manager
• 

  TELUS International Philippines

  Jul 2015 - now

  Senior Technical Account Manager

  • Manage relationship between internal IT teams, TI Operations and Client to meet business technology needs effectively and efficiently.• Serves as the escalation point during outages or issues impacting customer or Tl’s technology services.• Keeps internal and external clients posted of progress throughout the service restoration process. • Supports problem management to ensure that after an outage, there are longer term solutions implemented toavoid future incidents. • Reviews customer Statement of Work and ensures IT compliance from a contractual perspective.• Partners with CRM team and Call Center Operations to present IT metrics and planned technology enhancementsto customers during MBR’s and QBR’s. • Manages any move, growth or changes to the existing business.• Keeps a centralized tracker of YTD outages, issues, problems, change requests, penalties and technology relatedrevenue for the program. • Coordinates TI activities for client-side changes following the TI change management process. Communicatesplanned TI changes to clients with detailed area of impact and risk mitigation strategy defined. Supports testingwith Operations team as needed. • Develops a deep understanding of the client’s business and proposes ways to leverage new or additional ITservices to address their needs.• Leads client program assessments to identify technology solutions to increase operational efficiency and drive costsavings.• Manage client audits throughout the entire life cycle Show less