Sallahudin Usman

Experience

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  PLDT

  Sept 2001 - Dec 2001

  Technician

  I was part of the Team in-charge of managing PLDT's Main Distribution Frame. We managed provisioning and deprovisioning ticket requests and resolved client technical issues regarding their subscriptions.

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  Stream Global Services

  Aug 2003 - Nov 2009

  SENIOR TEAM LEADER

  Technical Function:- Provide Hardware troubleshooting from installing, repair until replacement.- Provide software support from the operating system, pre-installed applications up until security application. - scope of support is provided on all portable and desktop systems both consumer and business.Managerial Function:- Lead a team consisting of 12-15 associates.- Manage team performance using balance scorecard (NPS,CSAT, QA, AHT, SLA, Attendance, Adherence and sales)- Provide mentoring sessions to help drive performance and career development.- Attend client conference calls whenever deemed necessary- Handle client escalations to ensure client satisfaction.Certifications Acquired:A+, MCP, MCDST and DCSE. Show less

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  CSS Corp

  Apr 2010 - Apr 2012

  Enterprise Network Support Engineer Lead

  Engineer Function- Manage 18 Network Support Engineers for Enterprise Network (CCNA & CCNP Level support)- Primarily support NETGEAR consumer and Enterprise Network solution product (Routers, layer 2 and Layer 3 switches, NAS Network storage devices, Powerline products, VPN routers and other enterprise products)- Provided Enterprise Network Support for various IT companies varying from VPN, Network storage device, VLAN, Link Aggregation, switching, routing on both layer 2 and layer including powerline devices.- Work with various department to reach case resolution.Supervisory Function:- Deliver/Meet balanced-scorecard goals by providing scheduled mentoring sessions.- Attend client conference calls whenever deemed necessary.- Monitor associate performance metrics such as quality, attendance, compliance and adherence.- Conduct data analysis and performance reports for management.- Review operational processes and propose changes should it be deemed necessary. Show less

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  ADP

  Apr 2012 - Aug 2016

  Senior Techincal Application Lead

  Technical Function:• Managed a team of 16 that provided Tier 2 / Tier 3 Enterprise application support with case complexity ranging from (Priority 1 - Priority 4).• Maintained compliance with ITSM support Standandard• Main point of contact for EMEA/APAC clients• Technologies Supported: TLM Application, Java, XML, Oracle/MySQL database, Interface and Windows Server 2008 & 2012 and clock firmware upgrade.• Stage client environment using Virtual Machines to replicate and resolve client issue prior production deployment• Handles project works such as POD Upgrades, Sanity check, firmware upgrade, database off hours modification and also create application builds using BladeLogic,• Case management using Siebel CRM and CASD.• Works with hosting and development team to resolve critical application issues.Managerial Function:• Drive Team performance by conducting scheduled performance reviews using balanced scorecards (Quality, Project Compliance, Case Resolutions and SLA Compliance)• Provides leadership support with associate development• Review daily workload and distribute accordingly to the team members.• Lead weekly internal meetings to ensure technical and process calibration.• Attend critical meetings with either or both internal and external clients to drive case resolution. • Review and/or propose performance metric changes should any of the current metrics no longer deliver efficiency• Lead/develop project initiatives that drive operational efficiency using PMBOK and SIX SIGMA.• Several of the projects implemented successfully are created associate Leveling within the support organization, Project PHOENIX, Project OBE, Project TLMDigest and also business unit town hall, developed QA and Project Compliance forms.Training Completion:- Microsoft Server 2012- Project Management (PMBOK) Show less

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  Fujitsu Global

  Jan 2017 - Mar 2018

  Senior Wintel Team Manager

  - Act as primary point of contact for Australian partners- Manage a group of 16-18 Tier 2 engineers supporting the following technologies (IAAS, PAAS, Exchange, Server Windows 2008,2012 & 2016, VMware, Citrix, SCCM, WSUS & BMC).- Leads a team that provides infrastructure support for clients located in Australia.Reviews/Approves change requests/Change Order tickets- Manages tickets related to Incidents, Service Requests & Change Request- Participate/Lead Problem Management meetings to discuss outstanding issues and deliberate solutions- Participate/Lead planning sessions for Server Windows Patching strategies depending on the agreed security guidelines- Conducts weekly internal service review meetings per managed client- Participate/Lead client service review meetings to discuss overall performance, strategies and opportunities.- Provides assistance with managing FTE/DCAP per managed clients- Coordinates and Conducts interviews to assist with talent sourcing whenever necessary- Leads/Coordinate technical training necessary for the development of the engineers.- Ensures compliance with set SLA standards for all managed services- Oversee timely delivery of quality technical support services provided to both internal and external clients- Recruit, onboard and develop talented IT Professionals- Grow and mature the team so that they can undertake full end-to-end projects.- Maintain currency, expertise and competency of relevant products, policies, and methods for support delivery- Communicate and document system and process changes to the business.- Develop, implement, and oversee policies and procedures to ensure consistent service levels and quick resolutions Show less

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  MultiPrizm

  Mar 2018 - now

  Country Operations Manager

  Responsibilities:1. Strategic Planning: Develop and execute the strategic plan for Multiprizm's outsourcing operations in the Philippines, aligning with the company's overall goals.2. Team Leadership: Build and lead a high-performing team, fostering a culture of collaboration, innovation, and continuous improvement. 3. Client Relationship Management: Act as the primary point of contact of Multiprizm for any business partnership in the Philippines. Cultivate strong client relationships, understand their needs, and ensure service delivery exceeds expectations.4. Operational Efficiency: Implement and optimize processes to enhance operational efficiency, productivity, and quality of service. Continuously identify opportunities for process improvement and automation.5. Quality Assurance: Establish and maintain rigorous quality assurance measures to ensure that the outsourcing partner consistently delivers high-quality services in line with Multiprizm's standards.6. Performance Metrics: Define and monitor key performance indicators (KPIs) to track the outsourcing partner's performance. Regularly analyze data and metrics to identify areas for improvement and celebrate successes.7. Compliance and Risk Management: Ensure that the outsourcing partner operates in compliance with legal and regulatory requirements. Develop and implement risk management strategies to mitigate potential issues.8. Training and Development: Oversee the training and development programs for the outsourcing team.9. Budget Management: Work closely with Multiprizm's finance team to develop and manage the budget for outsourcing operations in the Philippines, optimizing resource allocation and cost-effectiveness.10. Continuous Improvement: Stay abreast of industry trends, best practices, and emerging technologies. Implement continuous improvement initiatives to keep the outsourcing operations at the forefront of innovation. Show less