John Michael Francisco

Experience

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  CashCashPinoy

  Jun 2013 - Jun 2014

  Junior Content Editor

  • Junior Content Editor• Integrationof content details• Deal layout creation (text & image compiling) and quality control• Proof reading of all the details before launching deals• Retouching of images given by the merchant and in-house photographer

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  Company Confidential (Upwork, formerly oDesk)

  Jun 2014 - Dec 2015

  Data Management

  • Data mining/information research• Retrieve and manage research data obtained from the web• Organize and update shared database system

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  PricePanda Group

  Feb 2015 - Jul 2015

  Data Maintenance Coordinator/ IT Consultant

  • Categorize, approve and create layouts for products for the company website• Quality assurance implementation, as needed• Directly consulted by the company COO to provide IT services and assistance (budgeting, purchasing and installation of PC hardware) for our Makati office

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  Accenture

  Jul 2015 - Jun 2016

  Remote IT Desktop Support Specialist

  • Under the agency, PeoplePlusTech, Inc.• All Star Agent of the Month (January, February and April 2016)• Reached the target SLA’s (February 2016)• Perform advance remote PC diagnostic and repair, PC optimization on client computers.• Perform in-depth analysis, diagnosis and immediate resolution of client computer issu6s.• Fill out of Log forms with accurate, complete and detailed information for tracking and record purposes.• Respond to queries on the progress of the PC repair by means of providing proficient chat communication with end-customers.• Perform special tasks (e.g. demo, testing, research, etc.) and other assignments as required by the project.• Perform daily and weekly administrative tasks as required• Follow strict company policies and client policies• Maintain consistent high-level support and delivery to meet client SLA’s• Work effectively in a team environment with time and workload adjustably as needed• Work flexibly on assigned schedule given by immediate superior or as required by the project and while moving to new or existing projects within the assigned program Show less

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  Yondu, Inc.

  Jun 2016 - Jul 2019

  • Accountable for the entire service delivery and service technology of contracted Managed Services leveraging industry-leading infrastructure management and application support processes that are designed to minimize service outages and impacts.• Take full ownership of the Production Support strategy including approach for management of defects, ongoing releases for new scope or new service, testing and regression strategy, support structure including the implementation of customer service strategy. Build partnership with both internal and external clients and critical business stakeholders for strategic direction and resource alignment.• Partner with Service Managers in managing the MS Service Catalogue and developing and maintaining Service Level agreements.• Enforce service level agreements to establish service delivery expectations and timeframes while maintaining superior customer satisfaction.• Oversee the timely resolution of all service-impacting incidents• Leads the critical support team leveraging the heightened escalation model for service restoration during incidents for the critical applications within the Managed Service Group.• Manages the day-to-day staff operations of business and systems processes with recognized expertise on planning, organizing work assignments, including the operation of service delivery-related tools.• Evaluates employee performance, prepares appraisals in a timely manner, conducts evaluation and counseling sessions, and conducts interviews with potential candidates, recommending new hires or terminating staff members as needed. Supports succession planning by identifying at least 1 back-up and provide cross-training to support all responsibility areas. • Identify opportunities to increase profitability and achieve business targets leveraging Operational Excellence and ITIL frameworks. Show less • Serve as the team representative, along with or in place of direct supervisor, at weekly client meetings.• Act as a representative/POC when Supervisor is not around.• Be accountable for the lifecycle ownership of service requests and service-impacting incidents/problems covered in the Managed Service contract/agreement.• Maintain a deep understanding of the knowledge required to provide effective technical support to meet target Service Level Agreements - end-to-end application support process, escalation procedures, support tools.• Implement strategies to effectively enhance application stability, improve capabilities and ensure system availability to minimize the impact on service delivery - RCA, system health checks, QA, back-up and recovery strategies, BCP, RDP, Risk Management, etc.• Ensure effective, efficient and consistent delivery of high-quality services to both internal and external clients.• Understand the Value Chain process and cultivate a culture of business partnership and strategic alliances with clients/customers and business partners/vendors.• Take care of customer needs by providing and delivering prompt, professional, helpful and high quality service and assistance.• Identify and implement initiatives to measure and increase customer satisfaction level through feedback mechanism and statistical analysis thereby creating an engaged clients/customers and facilitate organic growth.• Adhere to customer service procedures, policies, standards and best practices to deliver exceptional customer service and achieve performance objectives.• Continue to develop and upgrade valuable Technical and Customer Service skills and qualities to effectively carry out quality service delivery.• Improve service quality through analysis, evaluation and re-design of processes; establish and communicate service metrics; monitoring and analyzing results; implementing changes. Show less • Serve as single point of contact of users both internal and external.• Served as the team representative, along with or in place of direct supervisor, at weekly client meetings.• Report directly to Service Desk Supervisor and other bosses, as needed.• Receive, log and manage calls as needed.• Produce statistics and management reports.• Act as a representative/POC when Service Desk Supervisor is not around.• Answering escalated calls when needed.• Assist other team members and manage effective support solutions where workloads are high, or where additional experience is required.• Identify and recommend best practices to increase efficiency of the team.• Provide first level support to inquiries and issues using the knowledge base in accordance to incident management and request fulfillment process.• Log all tickets / service requests thru Ticketing System and ensure that all are escalated to appropriate departments.• Ensure that service incidents are acknowledged, escalated and resolved according to Service Level Agreement (SLA).• Ensure proper recording, documentation and closure of ticket/s.• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.Technical Skills / other tasks and responsibilities:• Basic system and network configuration• Familiarity with ticketing system• SQL (MySQL)• Creation of flowchart/process flowchart• Microsoft Excel (VLOOKUP, Pivot, Charts/Graphs) • Microsoft Powerpoint (reporting skills) Show less

  • Production Support Manager

    Sept 2017 - Jul 2019

  • Production Support Analyst

    Jun 2017 - Sept 2017

  • Service Desk Specialist

    Jun 2016 - Jun 2017
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  Realtair

  Jun 2019 - Jun 2023

  Technical Support Manager

  - Creates and introduces best practice solutions and methodologies for the Technical Support team to increase their efficiency- Oversees all technical production operations, manage day-to-day staff tasks and ensure that all deadlines are met- Creates and manages related support processes or other technical documentations- Develops and monitors technical support metrics (SLAs, First Response Time, Time to Resolution, Severity Matrix)- Creates and delivers reports that provide qualitative and quantitative descriptions of our technical support performance (weekly or monthly)- Monitors support ticket queue with an emphasis on meeting targeted metrics and managing escalations towards the most efficient resolutions- Develops the technical support team’s capability to identify root causes and implement long-term solutions- Works closely with cross-functional teams to develop and define different approaches in order to continually add value to the customer experience- Handles and enhance product application as per customer’s requirements- Drives innovation and promote continuous improvement- Handles Software Engineers, Quality Assurance Specialists, and UI/UX personnel Show less

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  Red Hat

  Aug 2023 - now

  Associate Manager, Technical Support