Chris Valencia, CLSSYB

Experience

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  People Plus Tech

  Jun 2011 - Aug 2014

  Remote Desktop Support Specialist

  Expert in handling PC through remote sessions such as:•ConsultationA professional, in-home assessment of your computer needs.•ProtectionRest easy with product protection plans, including an advanced option that covers drops and spills.•Installation and SetupAgent that will get your new computing system running, plus install software.•Tune-Up and BackupMake sure your computer is working its best and that your data is secure.•Computer RepairFrom viruses to hard drive crashes, can fix major PC, computer or laptop issues.**Includes Computer Diagnostic Show less

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  Accenture in the Philippines

  Sept 2014 - Dec 2020

  Project Lead , Automation and Process Improvement POC• Responsible to oversee Projects of the account• Coordination between internal teams and vendor for problem resolution• Provide root cause analysis for transition to support• Lean six sigma practitioner• Promotes Kaizen• Review and implement possible automation for the accountTier L1.5 support Lead escalation* Technical troubleshooting of failed equipment escalation and chronic issues POS (Point of Sale)* Creation of technical documentation for future team use* Research and Analysis on long running issues* Failure trending, failure analysis, root cause analysis* Providing high level update to stake holders for action plans and reporting purposes for Chronic issues* POC for Network Store issues that involves L3 teams and vendor troubleshooting*SME for POS / Store Computers / WISP Store servers / Network Related IssuesProject Lead for IT projects involving hardware, software, network configuration, and servervirtualizationin support of multiple business functions.Projects include:•* Store network equipment upgrade including replacement of routers, switches, access points, andnewcabling in stores.• POS equipment upgrade. Replaced POS units, monitors, and keyboards in over 1,100 stores.• Store Windows server upgrade. Replaced Dell servers in over 1,100 stores.• Store printer refresh. Replaced office printers with an HP MFP and framing department printers withan HP printer in over 1,100 stores.Other Task* Continues Improvement for Quality (Six Sigma – Yellow Belt Certified)* Automation for RPA (Blue Prism)* Automation SharePoint Show less

  • IT Operations Sr. Analyst

    Dec 2017 - Dec 2020

  • IT Operations Analyst

    Sept 2014 - Nov 2017
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  Accenture in the Philippines

  Apr 2021 - now

  Global Lead – Cloud Azure & M365 Applications● Leading a global team supporting over 200 clients worldwide, driving operationalefficiency and excellence in cloud solutions.● Specializing in Azure and Microsoft 365 (M365) applications, with a focus on securityand compliance to meet global standards.● Overseeing cloud-based service delivery, ensuring high availability, scalability, andsecure system integrations.● Frequently traveling abroad to deliver client presentations and provide strategicguidance in cloud technologies and security solutions.● Collaborating with cross-functional teams to design, implement, and manage advancedcloud solutions tailored to diverse client needs.● Driving innovation Show less ● Point of Contact (POC) for Service Desk Account Automation at Canada’s leadingpharmacy retailer.● Manages daily operations to meet and exceed Key Performance Indicators (KPIs),ensuring consistent service quality.● Oversees a team of 5 Team Leads and over 100 resources, including Quality Assuranceand Support Teams.● Implements Risk Management and Client Data Protection (CDP) strategies, includingBusiness Continuity Planning (BCP) practices.● Builds and nurtures client relationships through effective Stakeholder Management andClient Relationship Management.● Frequently travels abroad to deliver client presentations, sharing expertise inautomation technologies, risk management, and service optimization strategies. Show less *People Management. Manages, motivates and develops a large team of service desk employees across multiple desks, ensuring that the service levels constantly improve and contribute to growth in new business.*Customer Relations. Establishes relationships with senior level customers and a range of managers across to deliver and enhance their service.*Risk Management. Establishes and manages risk for the team(s) technical skill levels and adequate resources to ensure that risks are mitigated and problems resolved, in relation to meeting service levels.*Planning & Control. Resource allocation/scheduling to meet the demands of delivering a service managing changing priorities and issues. Uses strengths of team to achieve effective efficient delivery of service within SLA.*Business orientation. Anticipates the impact of business issues on own operation and takes appropriate action. Is responsible for monitoring and controlling service desk activity.*Service Delivery. Using strength of teams to achieve effective and efficient delivery of service. Ensures the delivery of services to meet SLAs as a minimum, always striving towards improvements, with impeccable service as the ultimate goal.*Tools Mastery. Ensure adherence to agreed strategic tool-set, emphasizing the need for improved deployment and usage. Show less

  • Global Shift Lead - Cloud Managed Services

    Oct 2024 - now

  • Technology Delivery Lead Assoc Manager

    Mar 2024 - Sept 2024

  • Technology Delivery Lead Specialist - Team Lead Service Desk

    Dec 2020 - Mar 2024

  • AWS Consultant

    Apr 2021 - Mar 2023