Experience

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  Bohol environment management office

  Jun 2003 - Mar 2007

  It & database in-charge

  Database Management: Led the overall operation, maintenance and updating of the Provincial Natural Resource Database System, Municipal Coastal Database, Marine Protected Area Database and other related Environmental Profiles data banking.Office Equipment Maintenance: Implemented preventive maintenance of all office computers and equipment, ensuring seamless functionality, and minimizing downtime.Multifaceted Task Management: Managed diverse tasks including preparation of PowerPoint presentations, lay-out design of certificates and produce other computer-generated graphics/images. Provide tutorial/assistance to personnel in the correct operation of computer software and functions, encodes communication & other office. Show less

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  Department of environment and natural resources

  Mar 2007 - Oct 2011

  Computer operator iii/database operator

  Computer Systems Operations and Maintenance: Proficiently operate computer system, install computer hardware and software, and maintain equipment's effective performance.GIS Mapping Specialist: Specialized in the preparation of Consolidated Cadastral Maps using database system, Geographical Information System (GIS) software- Manifold & using AutoCAD.• IT Support: Provided recommendations on proposed IT equipment, software, programs, and systems.Delivered prompt assistance to computer users on operation halt or error and initiate corrective procedures.Multifaceted Task Management: Managed multifaceted tasks (e.g. preparation of reports to capture monthly progress, revise/update and produced a step-by-step guide in GIS operation for easy reference and provided technical training for LGU (Local Government Unit) staff. Show less

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  Stream global services

  Nov 2011 - Feb 2012

  Technical support professional

  Online Technical Support: Provided online chat-based computer troubleshooting to identify hardware / software functionality failure, identify the root cause of the system component failure and provide troubleshooting / resolutions.Dispatch Management: Managed and processed dispatches for parts replacement for identified hardware failure.Customer Account Management: Delivered exceptional customer service by providing accurate account information and promptly updating customer records.

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  Accenture

  Apr 2012 - now

  Customer relationship management: Partnered with sales team members to maintain strong relationships with customers, resulting in an increase in customer satisfaction. Implemented proactive outreach campaigns that resulted in an increase in client engagement levels. Customer support: Delivered tailored training sessions to improve client understanding of software features and functionalities, leading to a decrease in customer support tickets related to basic inquiries.Advocating for the customer: Collaborated with cross-functional teams to address client concerns and resolve complex issues in a timely manner, resulting in a decrease in escalations. Show less Capacity Management Analyst - Subject Matter Expert for an Australian Telecommunications Company (was sent to Melbourne, Australia for the knowledge acquisition and knowledge transfer)Led a high-performing team of Problem Management, Capacity Management, and Change Management Analysts, instilling a culture of excellence and collaboration to drive results.Capacity Management: Analyzed capacity and performance reports, incidents, threshold warnings and crossings, and validate that there is adequate IT Capacity to meet required levels of service.Data Analysis: Proficient in reviewing data and trends for consistency, collecting baseline and trend data from different data sources (e.g. SolarWinds), and examining anomalies in the data.Report Generation: Organized the collation of deliverables, captured the required data, and consolidated actual performance statistics for the various measures required in the report. Developed and generated monthly and weekly Capacity Management reports in Excel or Word format, including analysis and recommendations, leading to enhanced decision-making processes.Client Communication: Collaborated daily with onshore counterparts/clients for report review, additional recommendations, and ad hoc and customized reports. Represented the team during Operational Excellence assessment, Strategic Planning and Client visits, fostering strong client relationships and garnering positive feedback.Problem Solving: Ensured team adherence to SLA and KPI by planning, conducting root cause investigation, and providing process/refresher training.Leadership: Led / Mentored a team of Problem Management, Capacity Management and Change Management Analysts. Show less Service Management Billing - Subject Matter Expert for a US Telecommunications CompanySolution-oriented Support: Successfully resolved various complex research requests and billing issues related to services such as Private IP, Internet Dedicated Services, and Voice and Data (Telco services), effectively supporting the Field Services Team in managing large enterprise customers.Data Analysis and Reporting: Produced detailed inventory and audit reports to monitor revenue status and identify discrepancies, leveraging advanced Excel spreadsheet functionalities and creating impactful PowerPoint presentations.Request Handling and Process Updates: Provided crucial support during expedited requests and escalations, ensuring prompt resolution and maintaining high levels of customer satisfaction. Roll out updates in processes and products. Show less

  • Client Success Manager - Engineering & Networks Analyst / Network & Svcs Operation Analyst

    Aug 2023 - now

  • Network Capacity Management Analyst - IT Operations Analyst

    Nov 2014 - Jul 2023

  • Service Management Billing - Transaction Processing Associate

    Apr 2012 - Nov 2014