Christopher Kenneth Sampayo

Experience

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  Convergys

  Apr 2006 - Mar 2009

  Communication Coach

  Highlights:• STAR Performer of The Month in January/February/March 2007• Conducted quality checks on over 400 tickets a month as a mentor to 80 agents• Mentored 3 In-Team Communication Coaches on their way to become Core Communication Coaches; conducted remedial sessions and trainings for agents and monitored the progress of DAP (Development Action Plan)

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  SYMPHONY SERVICES,

  Mar 2009 - Jun 2010

  Service Coordinator

  Part of the Mimosa Systems team

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  Hewlett Packard Enterprise

  Jun 2010 - Jul 2016

  ITO Service Delivery Consultant

  Highlights:• Managed incident resolution from initial occurrence to successful outcome; reduced open, inactive, rejected and re-open incidents• Drove the reduction of tickets rebounding with various revolver teams as well as reduced aging incidents; made recommendations for improvement of effectiveness of Incident Management • Acted as SPOC to maintain the quality of tickets by performing daily checks and audits• Bagged the following awards:o Client Choice Award in 2016 and 2 Recognition Awards in 2015)o Touchstone Award and Award for Best Team Contribution for outstanding Delivery in AVAYA in 2012 Show less

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  Cognizant Technology Solutions

  Aug 2016 - Nov 2016

  Associate Operations Manager

  Highlights:• Supervised ITIL process including service level management, issues management, configuration management, scope/ change management, communications, and so on• Assessed reports to identify trends, facilitated in devising and implementing plans to improve delivery standards and present detailed reports to the management • Updated the incidents/ changes periodically with the actions / RCA undertaken throughout • Understood business goals & aligned these with IT, planned and secured IT investments and facilitated decision making process for project sponsors• Monitored SLAs, ensuring timely closure of priority tickets, implemented & upgraded systems to upgraded versions to achieve maximum efficiency in various operations Show less

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  Sungard Availability Services

  Feb 2018 - Jun 2021

  Disaster Recovery Test Manager

  • Manage recovery events to a successful outcome. Success measured by achievement of stated recovery event objectives, including recovery time requirements.• Manage Recovery events of all types. Types include the various Recovery Services products we offer to include MRP, MRP-R2C, R2C, IR, PR+, etc . • Establish/maintain command and control of the event, manage the recovery workflow and report status at defined intervals as well as on-demand.• Own incident management process during recovery events. Responsible for adhering to established escalation process. • Proactively identify and communicate risks to success of a recovery event to appropriate levels.• Validating customer data prior to the event - Disaster Recovery Kits (required software media), that has been either delivered or to be made accessible at time of recovery.• Lead the detailed planning for all assigned recovery test, working with the Sungard AS Global Operations team, the respective customers, our partners and local technical resources to document all required customer-specific setup configurations.• Executing assigned DR Test projects; reviewing and adhering to all recovery procedures for DR Test.• Coordinating with Infrastructure, Database and application teams for executing test bound activities.• Lead conference calls and meetings with our customers and Sungard AS technical staff. Single point of contact during the test planning cycle for the customer. Owns closure of recovery event planning concerns, gaps, follow-up.• Confirm test readiness. Validates that completed planning documents have been confirmed by our customers including scope, network diagrams/topology, server configurations and peripheral devices. Includes health check of replicated environment for some of our products.• Completes Post-event reporting to our customers as required ensuring timeliness and quality. Show less

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  Ensono

  Jun 2021 - Aug 2023

  Manager Disaster Recovery

  DUTIES AND RESPONSIBILITIES Manage the Ensono Disaster Recovery TeamLead others and/or established as Product SME and/or established as specialistUnderstand how whole picture aligns to overall Ensono strategyAugment and support senior members of team on projects and Disaster Recover Service activitiesAccountable for all Disaster Recovery projects and meet project deliverablesExpertise in utilization of Disaster Recovery tools, processes, procedures and standardsOversee DR Plan DevelopmentArguments Exercise SupportOversee Plan MaintenanceSupports Ensono Company Audit’sManges and develops metrics: data collection and reportingPerform clerical functions pertaining Disaster Recovery Services provided by Ensono.Provide mentorship to Disaster Recovery professionalsMaintain quality account documentation for all accounts using unit and corporate standardsMaintain knowledge of Disaster Recovery industry best practicesStay current with industry trends and certificationsLead and Promote Disaster Recovery Services within Ensono Show less

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  SimCorp

  Dec 2024 - now

  Lead Business Continuity Analyst