Allan Navarro

Experience

• 

  Central Bicol State University of Agriculture - Sipocot

  Sept 2005 - Nov 2007

  • In-Campus On-the-Job training in partial fulfilment for the BS Information Technology Program.• Member of the University Computerization Project and assisted the project coordinators in establishing network connectivity between various offices within the campus.• Helped with the setup and maintenance of the main file server using Windows Server / Peer-to-Peer network. • Collaborated with the office head for daily adhoc IT and admin tasks (endcoding, PC repair, network troubleshooting). Show less • Part-time job during college.• Worked as Student Assistant (SA) in our College Computer Laboratory and assisted students and faculty members on their computer laboratory needs.• Worked as Student Assistant in CBSUA-Sipocot's Planning and Research Dev't Office under the direct supervision of the University Planning and Research Officer and assisted with various office-admin works. • Performed various tech support functions related to desktop/laptop repairs and network cabling maintenance within the campus. Generated regular planning reports as needed by the Officer-in-charge. • Student Member of the University Computerization Project and assisted the project coordinators in establishing network connectivity between various offices within the campus. Show less

  • On-the-Job Trainee (University Admin Office | Planning and Research Dev't Office)

    Jul 2007 - Nov 2007

  • Student Assistant (Planning & Research Dev't Office / College Computer Lab)

    Sept 2005 - Jul 2007
• 

  IMMERSIVE ANIMATION INC

  Nov 2007 - Nov 2008

  • Hired from OJT. Accepted the job offer while waiting for the college graduation.• Worked with clients and other resources for planning and production of animation projects. Worked closely with the management and animators for updates and development of ongoing projects primarily with Toei Animation Philippines Inc. (Anime projects: One Piece and Three Sisters). • Cross-functional interaction between the animators, the management and the clients.• Administered network system, troubleshoot computer tribulations, supervised animators’ accomplishments, managed office typical functions, generated reports, planned strategies for animation productions, and digital ink painting for two-dimensional animations.• Provided inputs to the management for service and process improvements. Show less • Off-Campus On-the-Job Training (OJT) / Internship program required for the Bachelor of Science degree in Information Technology.• Worked as IT support under the direct supervision of the managing director of Studio D Animation Services (now Immersive Animation). Major project includes: Toei Animation's "One Piece" and "Three Sisters" • Assisted in the day to day IT functions to support the business and clients for their technical needs.• Took the role as production coordinator between the animators, the management and the clients to ensure all deliverables and expectations are met within the tight timeline. • Administered network system, troubleshoot computer issues, supervised animators’ accomplishments, managed office typical functions, generated reports, planned strategies for animation productions, and digital ink painting for two-dimensional animations. Show less

  • IT Support / Production Assistant (RND Animations and Designs Studio)

    Jan 2008 - Nov 2008

  • Intern / On-the-Job Trainee (TOEI - Studio D - Neko Animations)

    Nov 2007 - Jan 2008
• 

  Foundever

  Nov 2008 - now

  • Following the acquisition of SYKES® by Sitel Group® in 2021, both have unified under a new entity, FOUNDEVER® which was launched last March 2023. In this redefined landscape, I have embraced an enhanced position as Senior Global Technology Account Manager. My responsibilities have expanded to oversee the IT partnerships with premier global and local clients across an extensive geographic footprint in various regional service delivery centers including remote work models in APAC (Philippines and India), the Americas (US, Canada and Mexico) and EMEA (Morocco).• In collaboration with the Business Development and IT Solutions Architecture teams, I engage proactively in identifying and sculpting advanced technology solutions for our existing clientele, which involves meticulous pricing analysis and the response to RFPs for both expansion and BAUs.• My partnership with Operations and Strategic Account Management leaders is pivotal in ensuring that IT contractual obligations, Service Level Agreements, and client expectations are not just met, but surpassed. My role involves continuous enhancement efforts directed towards service excellence, liaising with IT support services, contributing for Business Reviews, and leading Technology Business Reviews (TBR), all while spotlighting opportunities to integrate value-added technology services.• Cross-functional interaction is a critical component of my role, wherein I liaise with Project Management, Operations Leaders, Account Management, and diverse IT groups to monitor and ensure the seamless execution of client projects, compliance audits (both internal and clients audits), and the delivery of IT services.• Furthermore, I serve as a conduit for client feedback pertaining to incident, problem, and change management performance. This feedback is instrumental in refining service and support processes, thereby elevating the overall delivery framework to our esteemed clients. Show less • Promoted as Senior IT Client Services Manager and managed the IT client relationship of major clients and lines of businesses in the Philippines (Metro Manila and Cebu) and India (Hyderabad) service delivery centers including work from home. • Managed the work at home implementation of assigned clients in collaboration with various support teams. • Collaborated with the Business Development and IT Solutions Architecture teams to identify the appropriate Technology solutions to potential and existing clients including pricing reviews and RFPs.• Partnered with Operations leadership to ensure IT contractual requirements, SLAs and expectations are being managed.• Identified areas of service improvement, drove service excellence, coordinated with IT support services, provided performance review inputs for Business Reviews and identified value added technology opportunities.• Performed cross functional interaction with Operations, Client Relationship Management and various IT teams; and monitored the execution of client projects, internal compliance and client audits and delivery of IT services.• Knowledgeable of client and SYKES change control processes and internal IT standards / policies. • Responsible for the coordination of efforts between SYKES Corporate, Regional and Area (Country) IT organizations to meet clients service objectives.• Provided client feedback on SYKES incident and problem management performance, which led to improved service and support delivery processes. Show less • Embraced a challenging yet fulfilling management role under SYKES' Regional IT Client Services Team• Responsible for identifying the needs of existing and potential clients and ensures that appropriate technology services are implemented to meet those needs. Acted as the single point of contact for all technology related matters for assigned accounts in the Philippines (both Manila and Cebu). Oversees the delivery of IT services across all aspects of assigned accounts and clients. Extended the role to India when one of the existing clients expanded in Hyderabad, India.• Partnered with Operations account leadership to ensure IT contractual requirements, SLAs and expectations are being managed. Participated in both internal compliance and client audit. Identified areas of service improvement, drove service excellence, coordinated IT support services, provided performance review input for Business Reviews and identify value added technology opportunities for the assigned accounts.• Knowledgeable of client change control processes and IT asset management policies. Facilitated work with resources or departments both domestically and internationally. Responsible for the coordination of efforts between SYKES Corporate and Regional IT groups and 3rd party vendors to meet customer service objectives.• Provided client feedback on SYKES incident and problem management performance, which led to improved service and support delivery processes. Show less • Worked with various resources for implementations and administration of telephony infrastructure and call recording solutions of SYKES in the Asia Pacific region (Philippines, Australia and India)• An upright resource in implementing preventive maintenance and enhancements of the VOIP telephony-infrastructure. Responsible in administering and maintaining the entire telephony and call recording infrastructure of the organization.• Accountable for monitoring system capacity, both existing and recommended designs of telephony engineering. Enforcing all telephony system-security policies. Provided engineering and tertiary level support for organizational voice engineering, incident management; and resolution for all levels of telephony-related issues.• Worked to outside vendors relating to PABX, Call Recording and other telephony-related systems or the SYKES Service Desk for next level of support to complement the global telephony engineering resource. Ensures vendors, suppliers and/or providers are within agreeable service levels.• Facilitated telephony deployment and new client turn-ups. Assisted the telephony engineers and managers with the implementation of interconnection to telephony systems. Provided review of functional specifications and design documentation for effective deployment and operation of voice services.• Responsible for ensuring appropriate policies in modifying of all user accounts (clients) and system accounts of the region are in place and being adhered to; this includes access, modification of access and revocation of access rights of individuals in/out of local or global groups.• Key participant in Change Implementation Management (CIM) and submits change control documentation in accordance with SYKES standards. Responsible for all system compliance issues and provides monthly reports to the ACD Administrators group. Show less • Responsible in administering and maintaining the entire telephony and call recording infrastructure of SYKES in the Asia Pacific region (Philippines, Australia and India).• Responsible for monitoring system capacity, both existing and recommended designs of telephony engineering.• Enforced all telephony system-security policies. Provided engineering and tertiary level support for company Telephony infrastructure and incident management; and resolution for all levels of telephony-related issues.• Escalate to vendors relating to PABX (Avaya, AT&T, Local Exchange carriers), Call Recording (Uptivity, CallCopy, NICE) and other telephony-related systems or the SYKES Service Desk for next level of support to complement the global telephony engineering resource. A good resource in implementing preventive maintenance and enhancements of the VOIP telephony-infrastructure. Show less • Demonstrated high-level end-user support by providing local IT related services. Performed IT functions for site and district-level (inter-site) end user support computing for SYKES Manila service delivery centers. • Received escalations from IT Helpdesk and Service Desk for technical issues encountered by the account operations. Escalated issues to the IT Infrastructure Team. Coordinated with the Client IT all client-owned tool troubleshooting bridges. • Prepared Desktop tool (account operations-based) Microsoft Windows images per quarter.• Supported the Regional IT Telephony team for the maintenance of site telephony systems. Performrd basic PABX troubleshooting. Performed Call Management System (CMS) tape back-up. Generated call logs for call accounting system.• Supported end-users for their technical needs. Performed dispatches to several site account operations for IT-related services.• Performed Data Center checklist. Reported issues/escalations to the vendor.• Managed IT assets inventory. Show less • Worked with the leading global telecommunications service provider to troubleshoot T1 and DSL internet circuits of enterprise customers; analyzed technical process using 7 Layers of OSI; managed technical cases and clients’ T1 services, CISCO routers, access modems; coordinates with ISP/Telco’s testing centers, network engineers and local access providers / local exchange carriers (LECs and CLECs) to resolve the reported issues.• Escalated cases to the next level when needed.• Provided inputs to Team Leaders for process improvement. Show less

  • Senior Global Technology Account Manager

    Nov 2022 - now

  • Senior IT Client Services Manager

    Oct 2020 - Nov 2022

  • IT Client Services Manager

    Jun 2017 - Oct 2020

  • Telecoms Administrator II

    Feb 2016 - Jun 2017

  • Telecoms Administrator I

    Jul 2013 - Feb 2016

  • IT Support Specialist

    May 2012 - Jul 2013

  • Technical Support Associate (Consumer Electronics & Personal Computing)

    Jul 2010 - May 2012

  • Technical Support Associate (Managed Internet & DSL Services)

    Nov 2008 - Jul 2010