Arj Calayag

Experience

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  IBM

  Jun 2005 - Jul 2005

  Trainee

  IBM Business Services(200 hours of OJT) Japan Payroll DepartmentProvided accurate technical assistance to co-employees (Desktop, Laptop, Networking, OS etc.)

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  Sykes Philippines

  Jan 2006 - Aug 2006

  Technical Support Representative

  Provided accurate technical assistance (DSL and Internet connectivity problem) Simulations of all technical issues for Actiontec, Cisco and 2wire modem/router & Computer (Windows and Mac OS) that has anything to do with browsing issues.

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  Atos

  Sept 2007 - Jun 2020

   Managed 15-30+ direct reports L1 and L2 – achieved 10% to less negative attrition Secured projects from a client that resulted 15 additional L2 staff/resource, and additional support group Ensured that SLA, and other contractual obligations were met – never missed/failed an SLA during tenure Oversaw 100% of the tickets (requests, incidents and problems) – slashed “ticket dispatch” by 10-15% Assisted L1, L2, and SDM, with Workforce Management planning to ensure that all shifts were adequately staffed Performed Incident Manager Role for critical incidents Acted as escalation point for raised concerns  Assisted with training, coaching, and mentoring of L1, L2 Provided data and reporting of KPI’s and trends to Management and/or Clients in ad-hoc, weekly, monthly and as needed. Provide start of day, end of shift reports or status reports Assisted in driving ticket Deep Dive reviews and developed strategies for improvement Assisted and Managed process for communicating client emergency activities to the organization during BCP or DR situations especially during Weekends/Off-hours Show less Provided accurate technical assistance Hardware Operating System, (Windows Client and Server, Mac OS) Networking (Wireless, LAN)  Software (Standard and Non-Standard/Client Specific Software: e.g. Hotel and Casino applications, AS400 systems, etc.) – accessed via Citrix, and VPC, or Local Client Tablet and Mobile Devices (iPhone, BlackBerry, Android, etc.) for Enterprise use Assisted, managed users with account related issues/concerns; provisioning Active Directory SCCM Citrix Director VPC Server Office 365 Azure Intune Company Portal, Active Sync, BESCoordinated with various Support Groups such as Local IT, Exchange Server, Network Security, Windows System Engineering, etc. Show less Provided accurate technical assistance  Hardware Operating System, (Windows Client and Server, Mac OS) Networking (Wireless, LAN)  Software (Standard and Non-Standard/Client Specific Software: e.g. Retail Store, Warehouse applications, AS400 systems, POS, NSB, UNIX, SAP Systems, etc.) Tablet and Mobile Devices (iPhone, BlackBerry, Android, etc.) for Enterprise useAssisted, managed users with account related issues/concerns; provisioning Active Directory SMS Active Sync, BESHandled escalation from APAC’s Local ITs and VIPsCoordinated with various Support Groups such as Local IT, Exchange Server, Network Security, Windows System Engineering, etc. Show less

  • Supervisor – Remote Desktop Management/System Lead Technician & Service Desk

    Aug 2014 - Jun 2020

  • Remote Desktop Management/Systems Lead Technician L2

    Sept 2011 - Jul 2014

  • Service Desk L2

    Sept 2007 - Sept 2011
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  Accenture

  Nov 2020 - Jan 2022

  Senior Information Technology Service Management Consultant

  Service Management Senior Analyst – Major Incident Management, and CSAT Service Recovery  Deliver desired business outcomes and/or service commitments through effective planning and execution  Manage the delivery effort including change, demand and support of operations management within schedule, cost, quality, effort and SLAs  Prioritize and manage the scope of the assigned program, project or contracted service  Identify, understand and effectively manage milestones and dependencies across multiple stakeholders ensuring clear accountabilities and shared understanding of impact  Manage issues and risks of the assigned program, project, releases or contracted service Monitors delivery of programs, projects and/or managed services  Monitors delivery performance and quality using metrics and status reporting and implement continuous improvements Show less

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  Wipro

  Jun 2022 - Dec 2023

  Operations Manager

   Monitor the day-to-day Operations Responsible for people management and oversight Responsible for initiation and management of Service Desk Support. Achieve and provide data/reporting of SLA/KPI's and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Monitor daily volumes and performance across all channels (phone, chat, web) Maintain minimum staffing levels, strategies for retention - Resource / volume ramp-up plan/ backfilling resources. Maintain knowledge, understanding and implementation of Service Desk Best Practices Collaborate with Knowledge & Training Team to align with and maintain a strong training program for the SD team. Define and maintain center level communication and risk management plans. Train, coach and mentor Service Desk leads and specialists to improve or sustain performance Coordinate with stakeholders if COB needs to be triggered, coordinate with other SDM's / Account Leadership for support to route calls, chat and identify who will handle tickets among others Motivate team members to achieve targets and improve performance. Ensuring all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved. Drive Process Improvements through documented SIPs Maintain transparent communication with the customer Show less

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  PSG Global Solutions

  Feb 2024 - now

  IT Manager