Roberto Abot

Experience

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  Sykes

  Jan 2000 - Dec 2001

  Customer Support Specialist

  Email support for Microsoft online services such as Passport, Hotmail and MSN

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  Linksys

  Jan 2002 - Jun 2003

  Tier 2 Technical Support Agent

  Provided Tier 2 Level Support for Linksys Networking products

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  PeopleSupport

  Jan 2004 - Dec 2004

  Customer Support Specialist

  Handled customer service support for Earthlink Broadband Internet service

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  Synergia Cybercare Inc.

  Jan 2004 - Jan 2005

  Tier 2 Technical Support
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  Five9

  Jan 2005 - Jul 2012

  Performed multiple functions such as:Operations Manager- Oversees day to day Support operations including scheduling, metrics / analytics- Leads weekly staff meeting with Supervisors to discuss project updates and overall needs of staff- Handles issues with employee problems and creates solutions to deal with these problems and prevent difficult situations in the future- Conducted annual site visits to the US Corporate office for training and annual meeting updates and achievementsEscalations Manager- Acts as first point of contact for urgent escalations- Assisted other departments (Account Management, Sales, Professional Services) with their clients who are in need of urgent Support- Speaks with Enterprise customers to better understand and assess how an issue affects them and decides on the best contact for them for a resolution.- Manages all escalations received in Tier 1 and 2 and ensures a timely responseProcess Manager- Reviews current processes and defines new processes to ensure processes are adequate and functionalProject Manager- Direct and manage project development from beginning to end.- Delegate tasks and responsibilities to appropriate personnel.- Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.- Works and negotiates with other departments for the acquisition of required personnel within the company- Communicates project expectations and timelines to stakeholders and the Vice President of Customer Success- Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work. Show less - Oversees the operation of computer networks including hardware/software support, training, and special projects - Installs network equipment as needed- Maintains LAN user documentation including hardware/software applications, support logs and other related information; - Reports network interruptions to ISP NOC and works with them to resolve problems and bring service back up- Installed local Telecommunication Equipment- Plans, recommends and assists in the design of telecommunications systems- Researches and recommends telecommunications equipment; - Coordinates the ordering and installation of telecommunications and data systems equipment and cabling; - Researches, analyzes, troubleshoots and resolves telecommunications related problems Show less

  • Manager, Customer Success

    Jan 2005 - Jul 2012

  • Network Admin

    Jan 2005 - Jul 2012
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  RingCentral

  Sept 2012 - Feb 2013

  IT Manager

  Managed Global IT StaffHandles IT related concerns from Global locationsLed projects for IT process improvementsEnsures reliability of equipment / services used by operation on a day to day basisNotable Project worked on:Cloud-based fileserver deployment for Ringcentral employeesRoles and Activities:§ Created a study regarding which cloud-based fileserver is best in the market both in price and features§ Tested, Configured and Launched Box Enterprise to Ringcentral globally,§ Managed Box. This includes security settings, user creation and folder management§ Trained Admins and Users on how to use Box.Achievement: Box paved the way for Ringcentral on how they collaborate globally. I implemented Box in such a way that IThas complete control over content being passed around without stifling collaboration.Ringcentral Process documentationRoles and Activities:§ Took lead in documenting most common IT practices and processes in Ringcentral§ Improved most process through Lean Six Sigma and most importantly, the Outage and Disaster Recovery process§ Paved the way for empowering users to troubleshoot issues before contacting helpdesk with the creation of theknowledgebase.Achievement: I was able to document most important IT processes and through this improve them.Ringcentral IT ticketing tool migration to SalesforceRoles and Activities:§ Project Manager for migrating old ticketing tool to Salesforce.com§ Designed new layout for IT tickets in Salesforce§ Improved ticketing system by adding reporting, monitoring and customer surveyAchievement: Project time given was only 2 weeks. I was able to complete migration within such a limited timeframe.Additionally, the visibility for new tickets was improved and gave us the ability to run historical reporting. This allowed us tocreate metrics for the IT staff and measure their performance in this regard. Show less

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  SafeSoft Solutions

  Jan 2013 - Dec 2014

  Call Center Manager

  As a Call Center Manager, my roles are as follows:- Configures and maintains Network Services for the Philippine office- Manages day to day call center operations- Hired and trained a team of 10 Technical Support staff both in the US and the Philippines - Achieved excellent industry standard service in just 3 months- Handles escalation and works with the Development Team on service improvement- Implements process improvements and creates new processes to further improve the Support Operations Show less

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  Accenture

  May 2016 - now

  Account Management for Technology Cluster Lead - Technology Account Management Lead for ASEAN, Australia / New Zealand and Internal departments cluster - Collaborates with a Global Team of Technology Account Managers from China, Malaysia and Philippines - Coach, mentor, motivates and supervise project team members, and influence them to take positive action and accountability for their assigned and extra mile work.- Strategizes with Internal Leadership Team to come up with initiatives that aims to increase the efficiency of our internal teams- Strategized with Support Teams to improve processes that leads to increased efficiency in delivering infrastructure services to clients specific but not limited to the following services:o Infrastructure services deployment and maintenance, in the Local and Global offices o Reviews system integrity and performance by ensuring stable network/internet, communications and delivery of infrastructure serviceso Reviews policies, compliance and procedures for efficient information control and protection from cyber threats o Recommend applicable training, applications, software to improve staff productivity and efficiency. - Sponsored Transition / Transformation Governance for new and existing clients.- Submits periodic reports to Managing Directors and Clients including status of infrastructure services and accomplishments - Create a strategic approach and implement cost reduction measures for the office expenses like energy consumption and consumable items. - Collaboration with global counterparts (e.g. IT, Operations, Security) Program and Project Manager- Works with Accenture contractors and preferred vendors to determine the best equipment to satisfy the requirement- Recommend solutions, address challenges experienced by staff members on Operations, identify the patterns of challenges, and set up a system that resolve the root causes. - Prepares / Reviews annual plan and budget for operations Show less

  • Technology Architecture Senior Manager

    Dec 2024 - now

  • Program and Project Services Management Manager

    May 2016 - Dec 2024