Noel Bernardo ITIL V3, PROSCI, CSM, CSPO, CPC-A, PTA

Experience

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  Pasig City Physical Therapy and Rehabilitation Foundation

  Oct 1998 - Oct 2000

  Clinical Supervisor/Physical Therapist

  Pasig City General Hospital and Ugong Physical Therapy and Rehabilitation- Manage and direct a staff of physical therapists and physical therapy interns who work with patients who have a physical or mental disease or injury.- Set priorities, delegate tasks, and solve problems within the clinic- Build the departmental budget and manage it throughout the year- Create and evaluate the effectiveness of the programs- Maintain excellent standards of physical therapy.- Direct and maintain records and reports that comply with all applicable laws, safety requirements, etc- Establish policies and practices to coordinate physical therapy with other disciplines, including occupational therapy, speech pathology, audiology, and other health services- Oversee hiring and conduct performance evaluations- Make the final decisions to resolve problems within the clinic, including employee utilization, grievances, and disciplinary actions- Direct research applicable to therapy services- Develop training and educational programs for onboarding new staff members Show less

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  Self-employed

  Nov 1998 - Jan 2012

  Physical Therapist

  Establishes positive, trusting rapport with patients.Diagnoses and treats mental health disorders.Creates individualized treatment plans according to patient needs and circumstances.Meets with patients regularly to provide counseling, treatment and adjust treatment plans as necessary.Conducts ongoing assessments of patient progress.Involves and advises family members when appropriate.Refers patients to outside specialists or agencies when necessary.Maintains thorough records of patient meetings and progress.Follows all safety protocols and maintains client confidentiality. Show less

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  Sykes

  Aug 2003 - Oct 2008

  - Manage a team of Technical Support Engineers or Customer Support Representatives- Point of contact of client leaders and executives- Participate in the hiring process from interview, integration to the workforce to training and performance development- Analyze call statistics to ensure performance and quality standards are met- Resolve worker issues or submit unsettled issues to the HR Department for appropriate action- Conduct meetings to ensure accurate and timely communication of client and campaign issues to and from the account- Deliver performance reviews of team members, conducts disciplinary interview, and complete and file all necessary HR documentation- Involved in the company’s COPC certificationKey Achievement/s: 1. Awarded best Team Manager for leading the team to meet the targets specially in customer service, call quality and attendance2. Lead client calibration sessions to identify gaps in processes, quality, training and coaching3. Certified trainer Show less

  • Team Manager

    Oct 2000 - Oct 2008

  • Certified Trainer

    Aug 2003 - Dec 2005
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  Expand Seminar Innovations

  Jan 2009 - Jan 2012

  Business Owner/Director, Training & Organizational Development Consultancy, Facilitator & Consultant

  - Develop organizational restructuring design and models aligned to client's current and future needs- Coordinate and deliver development of engagements from initiation to closure by employing a structured approach to project management proposals to assist clients in improving their organization in correlation with their financial objectives- Conduct workshops and interviews to assess leadership and organizational capabilities and services using effectiveness frameworksKey Achievement/s: 1. Developed and delivered a Community Organizing and Policy Making workshop to provincial government staff and officers that led to being voted as the model community in the region Show less

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  St Peter Life Plans

  Apr 2010 - May 2010

  Branch Manager

  - Develop and implement business plan to exceed sales and expand customer relationships. - Responsible for the consistent execution of sales activities and strategies. - Lead and support the ongoing marketing strategies, plans and promotions- Model external and internal customer service standards and ensure full adherence by all teammates. - Promote the company through community involvement- Participate in monthly conference calls to keep the team informed of all operational, procedural or policy changes.- Adhere to all applicable laws and regulations governing company operations- Model and teach the consultative sales process.- Coach and direct performance of teammates to meet and exceed sales and growth goals. - Set clear performance expectations as well as clear sales and service goals for each teammate.- Coach, train and develop team by formal observation and coaching session around sales, service and operations toward stated goals. - Assist in the hiring process by interviewing and recommending candidates. Show less

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  The Republic of the Philippines House of Representatives

  Jan 2011 - Feb 2012

  Training and Development Consultant and Facilitator

  - Developed and facilitated Community Organizing and Policy Seminar Workshops to local government staff and officers that helped in the development of community volunteers per area consequently leading to better initiation and implementation of government projects- Formed and carrier out Leadership Seminar Workshops to enhance local government chairpersons’ understanding of their role in the community and how they can impact positive change- Created and conducted Team Building and Stress Management Seminar Workshops for healthier communication, synergy and proactive focus thereby increasing overall productivity and efficiency of the congressional staff and district employees Show less

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  GMA Network, Inc.

  Jan 2011 - Feb 2012

  Resource Person

  - Resource for personal and interpersonal development

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  St. Paul University Philippines

  May 2011 - Feb 2012

  Tertiary Level Professor/Instructor

  Instructor of the following courses to college students: Speech and Oral Communication, Effective Business Writing, Introduction to Linguistics, Introduction to Stylistics, Translation and Editing Texts, Teaching Literature

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  Resort Villa Management/Sunchaser Vacation Villas

  Mar 2012 - Apr 2012

  Front Desk Attendant

  - Check guests in and out of the resort, enter information into the system and print reports required for the shift- Organize and keep the front desk presentable with all necessary materials- Greet and welcome guests- Answering all incoming calls in a professional manner- Complete all reservation aspects of a booking- Forward any villa or building issues to the maintenance or housekeeping department accordingly- Type e-mails, reminders, and or notes on any vital information that may need to be passed on to the next shifts or departments- Listen and address guest’s comments and concerns and forward them to the correct departments if necessary Show less

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  Alberta Laser Rehabilitation Centre

  Apr 2012 - Sept 2012

  Therapy Assistant

  - Promotes and maintains health by providing therapy services under the supervision of the laser therapist- Contributes to a laser therapist’s effectiveness by identifying patient care issues- Administers treatment programs for patients- Assesses patient health by interviewing patients, performing physical examinations, and obtaining updating, and studying therapy histories- Evaluates abnormal conditions by reviewing laser therapist’s interpretations of patient evaluations and test results- Documents patient care services by charting in patient records- Performs therapeutic procedures by administering laser treatment- Maintains safe and clean working environment by complying with procedures, rules, and regulations, and adhering to infection-control policies and protocols- Receptionist- Process the customers' payment transactions, manage account payables, releasing invoices, and immediately resolve account discrepancies Show less

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  Cenovus Energy

  Oct 2012 - Dec 2014

  - Manage a team involved in quality assurance, business analytics, knowledge management, workforce management, queue management, training and development, on-boarding, process improvement and operational efficiency- Identify inefficiencies in processes and provide remediation- Assist in the timely delivery of reports to clients and evaluation of data- Ensures quality of all projects, tasks and client deliverables- Participate in the hiring process from interview to workforce integrationKey Achievement/s:1. Translated Service Level Agreements into performance metrics2. Developed and advanced national best practices and service standard frameworks3. Initiated and designed strategic plans4. Developed the managed services Sharepoint site5. Improved quality through calibration-remediation sessions, root cause and trending analysis Show less - Develop/Design, conduct, manage and deliver technical skills, soft skills and second level training programs- Update skills profile and run necessary training reports- Develop quarterly training plans- Monitor compliance with the training plans and reports quarterly on progress- Monitor training compliance and reports monthly on performance- Identify and remediate areas where training KPI's are not being met- Maintain a high level of peer trainer competency by mentoring and coordinating programs to enhance their skills- Evaluate the instructional design, development and delivery of training curriculum- Perform duties of an assessor in the competency processKey Achievement/s:- Developed/Designed the ServiceNow, Active Directory, RSA, Traccess, Citrix, VPN, Dameware, BES/BAS and LMS training program- Designed, built and implemented the new hire/on-boarding training program- Designed and conducted training needs assessments and continuous learning sessions- Remediate learning issues- Created the performance metrics matrix and monitoring process Show less

  • Service Delivery Lead, Cenovus Energy, Managed Services Support Team

    Nov 2013 - Dec 2014

  • Training Specialist, Cenovus Energy, Managed Services

    Oct 2012 - Dec 2014
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  AltaLink

  Jan 2015 - Feb 2016

  IT Consultant, Altalink - Berkshire Hathaway Energy

  Key Achievement/s: - Developed/Redesigned and standardized AltaLink’s IT Governance processes particularly IT Change Management, IT Incident Management, IT Release and Deployment Management, IT Back-up & Recovery, IT Access Management, IT Asset Management, IT Patch Management, and IT Problem Management to meet Capability Maturity Model Integration (CMMI) score of 3 and 4 from 1.75- Identified gaps and provided business improvement recommendations for each of the processes- Built IT training documentation and programs for each processes- Design processes in the Access Control and Privilege Audit and Active Directory Admin Management project- Designed and communicated through training sessions the IT Change Management Technical Review Board and Change Control Board, Service Request, Server Request processes and standards Show less

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  Shaw Communications

  Jan 2016 - Jan 2017

  Managed Services Advisor

  - Owner of managed services during the implementation phase and post implementation support - Work as a direct liaison for clients to help design processes and identify service expectations - Identify and define client needs and apply them to technical standards- Advocate directly for client needs and interests while working to ensure best practice support - Provide coaching with Managed Services products and other product developments- Provide high touch service experience during all phases of service implementation - Work to implement changes and interventions by maintaining project visibility - Collaborate with other departments and teams to ensure a smooth delivery Show less

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  Alberta Health Services

  Jan 2017 - Jul 2019

  Manager, Provincial Staffing Services Support, Applications, IS

  - Accountable for the management of operations, performance, leadership, organization, people & relationships, tasks analysis, planning, needs of the business, budget & finance, & direction of the department- Manages delivery teams across Alberta composed of Application Support Coordinators/Supervisors, Applications Support Analysts; Reporting Analysts, Training & Quality Coordinators/Supervisors, Trainers; e-Learning Developers, Administrative Assistant, Program Support, Communications Coordinator, & Project Coordinator- Gathers information for needs assessment & design, analyzes & translates end user requirements & issues into application solutions- Engages, partners & collaborates with internal & external operations leaders, clients & staff to ensure & meet strategic initiatives, disaster preparedness, adherence to workflow processes, & service level agreements- Manages a large portfolio of projects throughout the project lifecycle- Support activities including system testing, maintenance, enhancement & utilization- Provides reporting on uptake & maintenance of processes & effective utilization of the application & system- Ensure standardization, quality & consistency of workflow, functional design, quality, education, training, reports, documentation & system administration- Contributes & influence decisions of the IT Road MapKey Achievement/s:- Conceptualized, designed & implemented the Business Process Development and Improvement Committee- Managed change by driving more than 5-year old change requests from review to implementationRestructured the department by adding crucial positions to increase operational efficiency- Procured and implemented a much needed telephony system for the support teams- Developed, calibrated & implemented standards & quality in collaboration with leadership, users, & support- Performed process gap analysis on all levels to identify areas for improvement Show less