Carlo De La Rama Email & Phone Number

Auckland, New Zealand

• Key Responsibilities:
• Team Leadership: Leading and managing a team of 22 service desk analysts.
• Resource Management: Optimized resource allocation to meet service level agreements (SLAs).
• Client Relationship Management: Fostered strong client relationships and ensured timely resolution of client issues.
• Incident Management: Collaborated with technical teams to resolve incidents efficiently.
• Process Improvement: Contributed to continuous improvement initiatives to enhance service desk performance.

Auckland, New Zealand

• In addition to my role as a First Response Lead, I also served as an on-call Major Incident Manager.Key Responsibilities:
• Incident Management: Managed critical and major incidents for multiple enterprise and corporate clients.
• Coordination and Collaboration: Coordinated internal and external technical teams to resolve incidents within SLA timelines.
• Resource Management: Allocated and managed technical resources effectively.
• Problem-Solving: Developed and executed action plans for complex incidents, involving multiple teams and stakeholders.
• Communication: Communicated effectively with both internal and external stakeholders, providing timely updates via email, SMS, and technical conference calls.

Auckland, New Zealand

• Similar to my current role

Auckland, New Zealand

• Technical Support: Provided direct end-user support, troubleshooting, and incident management for a diverse range of enterprise technologies.
• Team Leadership: Acted as Second-in-Charge to the First Response Lead, contributing to team management and strategic direction.
• Client Relationship Management: Built and maintained strong client relationships, ensuring high levels of customer satisfaction.
• Incident and Request Management: Managed incident and service request lifecycles, prioritizing tasks and meeting SLAs.
• Process Improvement: Continuously improved incident and service request management processes, identifying and implementing efficiencies.
• Service Quality: Maintained and enhanced service quality, proactively addressing incidents and requests.

Auckland, New Zealand

• Key Responsibilities:
• Service Ownership: Owned and managed a range of services, ensuring adherence to specific SLAs.
• Problem-Solving: Identified and resolved incidents related to the services provided.
• Customer Interaction Management: Recorded and managed all customer interactions through Spark's service management tool.
• SLA Adherence: Achieved and maintained agreed-upon service level agreements.
• Customer Service: Delivered exceptional customer service, fostering strong client relationships.Incident and Request Management: Managed incidents, service requests, and queries through the Service Desk process.

Bachelor Of Arts - Ba, Film, Tv And Media Studies

Bachelors Of Information Technology