Apple Robea Email & Phone Number

Metro Manila, Philippines

▪ Define end-to-end process (level 3) and supporting activities (level 4) up to the detailed work instructions (level 5) mapped to a specific customer experience▪ Reviews the gaps between the desired customer journey versus results of surveys, key operational and business metrics and provides reports to guide in decision making and policy recommendations▪ Execute and implement the change management programs and process improvement initiatives, simplify the process and integrate automation if applicable

Lead the after sales support that provides 24x7 operations and assistance in handling incidentreports from Top Enterprise Customers through calls and emails. Enterprise Support Group directly interfaces with clients for incident handling, troubleshooting, support coordination and resolution on Data Network, Mobile, Broadband, and IT products and services reported issuesDirects the 24x7 Technical Operations encompassing the following● Compliance on the set policies and procedures ‘● Pending and prolonged Enterprise Incident Reported Cases● Highlighted/ VIP Cases● On-call 24x7 for critical trouble cases● Performance Monitoring▪ Provides After- Sales Technical Support to Enterprise Clients● Technically manages after sales support performance and concerns of “Enterprise Products and Services” accounts● Facilitates immediate resolution and feedback on problematic and identified accounts.● Escalates to concerned groups and respective heads noted gap/s on committed service levels ensuring immediate attention and action.▪ Manages the Crisis Management team with the Service Support Lead● Effective deployment of manpower covering all technical aspects● Deliver specific action items in coordination with the Service Support Lead● Prepares crisis analysis reports▪ Leads the resolution of complex/long-pending trouble cases and other major or minor cases which may require an across-the-organization team effort by collaborating with Sales, Network Technology Group, Central Field Support, Product, Project, & Partners.▪ Internal Technical Support to Sales, Presales, Project, etc.▪ Redesigns Operations workflows as necessary by continually reviewing and improving current processes, workflows and technical support to achieve maximum efficiency and effectiveness in help desk operations

Leading a team of individual contributors composed of Core Data engineers within an ITIL compliant 24/7 Network Operation Center that focus on the quality and timely resolution of simple and complex incidents affecting the core data networks of the customers such as Leased Line, IPVPN, IPL, Direct Internet, Enterprise Voice, etc in order to minimize the impact, duration, and recurrence of service issue. ● Managed the Core Data engineers that are responsible for the Incident, Problem requests.● Plan, execute and manage new process steps and efficiencies implemented that may impact change or reduce steps required to complete any tasks and functions associated with service assurance functions and processes.● Managed local and international Core Data Level 2 customer escalation

Perform end-to-end trouble isolation and repair on circuit/s or network incidents of the Key Accounts of Globe, escalated clients or circuits and those that needs to be resolved.Work with the internal Globe Telecom teams, third-party vendors, other support groups, as well as Technical Support Center to facilitate isolation and repair of faults within established baseline objectives.Provides technical support to Level 1 (Technical Support Center) of Customer Service if needed.Experienced in troubleshooting different Globe products and services such as Leased Line, MPLS/IPVPN, Frame Relay, Direct Internet and ISDN.Monitor and/or manage network stability and performance to ensure 24x7 operations.Proactively detect anomalies and performance issues impacting managed services and bring problems to resolution.Provide detailed analysis of issues raised then bring the problems into resolution and be able to explain it thoroughly to our Tier 1 Support and customers.

Provides technical support in troubleshooting customer's Leased Line, Frame Relay, IPVPN, Internet Services and ISDN circuits.Monitor and/or manage network stability and performance to ensure 24x7 operations.Proactively detect anomalies and performance issues impacting managed services and bring problems to resolution.Supervised the team to ensure that SLA's are met.

--Help in designing LAN, WLAN, Security solution and other related ICT stuff by positioning the right equipment that can help the client's needs.--Provides coaching and professional development to team-member sales associates in order to enhance the product knowledge and technical sales skills.--Manage the account or project from the beginning up to the end to ensure that the customer is satisfied by the company's services.--Make technical presentations and demonstrations on how a product will meet client needs--Negotiate and close sales by agreeing terms and conditions----provides pre-sales technical assistance and product education, and after-sales support services----Establish new, and maintain existing relationships with customers--and many more

--Failure analyst of defective product in order to root cause with appropriate communication to the various engineering support functions to identify and ensure corrective actions are implemented in a timely manner and are consistent with the original FA conclusions--Support the production by testing and troubleshooting the faulty units assigned.--Provides technical reports on the defects found related to the components, product design, and parameter issues of the unit.--Formulates some feedback mechanics on the defects detected at test station and recommends preventive/corrective actions for TS improvements--Identifies defect modes across the FA population, and communicate these modes to the appropriate engineering functions

--Together with the Editor-in-Chief, we oversees the work of the section editors and the general staff of the publication.--Helps in planning and conceptualization of the content and the over-all outcome of the publication.--Reviews ideas proposed by the staff, generates ideas for them whenever necessary--Reviews written materials, make suggestions to the writer on how to improve the work.--Conducts team buildings or meetings on a regular basis, which will keep my team members updated