Experience

• 

  Taskus

  Oct 2011 - Aug 2012

  Web administrator

  Web Hosting Admin

• 

  Concentrix

  Sept 2012 - Oct 2014

  Encompasses leading workforce planning initiatives for optimal staffing and performance across various projects. This includes utilization of workforce management tools for forecasting, staff planning, and tracking real time adherence. Partners with operations leaders to deliver exceptional service levels and meet key performance indicators, ensuring efficiency and effectiveness. With a strategic mindset, we analyze and interpret data to support business decisions related to staffing, schedule adjustments, and process improvements. Additionally, we supervise and mentor our team, fostering a performance driven culture that encourages professional growth. Creating an environment that balances client requirements, business needs, and employee satisfaction. Show less

  • Workforce Manager

    Oct 2013 - Oct 2014

  • Technical Support Specialist

    Sept 2012 - Oct 2013
• 

  Alorica

  Oct 2014 - Oct 2016

  Senior technology specialist

  Tech Consultant for Home Security, LAN, VoIP and analog phones

• 

  Atos

  Nov 2016 - May 2020

  Providing superior technical assistance to both internal and external stakeholders. It includes diagnosing and resolving complex, escalated issues involving systems, software, hardware, and networks, yielding high operational efficiency. Mentors and supports L1 and L2 Helpdesk staff, enhancing their capacity to troubleshoot and resolve complaints. They interact extensively on a cross-functional level, coordinating seamlessly with various teams to ensure comprehensive IT support. Incorporating superior customer service skills, they empathetically attend to queries and formulate effective, long-term solutions. As a part of their responsibilities, they utilize and create relevant documentation for future reference and uphold the IT standards defined by the organization. Show less

  • Senior Information Technology Support

    May 2018 - May 2020

  • Information Technology Help Desk Support

    Nov 2016 - May 2018
• 

  Vimenture

  Feb 2020 - May 2020

  Support desk

  IT Expert for VoIP and Business Internet Lines

• 

  Sap

  Jun 2020 - Aug 2021

  Support engineer - lms

  Involves being the trusted technical authority for SAP Learning Management System (LMS). Expertise in HTML, JavaScript, and SCORM will be used to resolve complex technical issues on both front-end and back-end of the LMS platform. Database management is another pivotal aspect of this role, ensuring optimal performance. Major work also includes using ServiceNow for ticket management and Atlassian for robust documentation and project management solutions. Integral to ensuring smooth operation and ongoing enhancements of the client's SAP LMS. Show less

• 

  E2open

  Nov 2021 - now

  I play a strategic role in troubleshooting and resolving escalated, critical issues pertaining to clients' cloud applications, including their TMS UI, database, server networks, and certificate renewals. Apart from resolving technical issues, I lead a dynamic team of support engineers, fostering their professional growth, and boosting team productivity. I also create premium training materials for our engineers, simplifying the complexities of our technology. Continuous improvement is my mantra; I consistently manage and enhance our KPIs and processes, driving excellence in our client service. Show less Tackling clients' pressing issues related to their Transport Management System (TMS) User Interface (UI), databases, server networks, and certificate renewals. Leveraging my technical acumen and problem-solving dexterity, I work diligently to resolve complex problems and optimize system functionality in a fast-paced, global setting. I collaborate with our diverse clientele, enabling them to best use our TMS solutions while validating their overall experience. As part of an innovative and agile team, I contribute to creating seamless, efficient logistic operations worldwide. Show less

  • Senior Support Engineer

    Nov 2023 - now

  • Support Engineer

    Nov 2021 - Nov 2023
• 

  Gemucube

  Dec 2021 - now

  Director of operations

  Steering the strategic direction and overseeing the day-to-day operation of the organization. Involves coordination and management of various departments within the organization, working towards achieving operational goals while maintaining high-standards of quality. Leading initiatives for process improvement, cost containment, and performance optimization across all operational areas. Accountable for developing operational plans aligned with company's strategic goals, fostering a culture of operational excellence, and uplifting employee morale. Exercising sharp decision-making skills, often guides the company through periods of growth and market changes, ensuring stability and continued progress. Driving the company's mission and elevating its presence in the industry. Show less

• 

  Nxtgen industries

  Sept 2022 - Jul 2024

  Information technology operations manager

  I play a fostering strategic partnerships that drive growth andsolidify our standing in the client's current industry. With a keeneye for market trends and a commitment to excellence in clientrelations.This blend of leadership and technical acumen contributes to myoverarching goal of pushing the boundaries of technology andensuring my client's brand or business delivers unparalleledvalue to its stakeholders