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.• Performance Management: Conducted performance reviews, provided coaching, and recognized exceptional performance.• Recruitment and Talent Management: Managed the recruitment process and ensured team alignment with HR policies.• Quality Assurance: Monitored service quality, analysed performance metrics, and implemented corrective actions.

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.• Post-Incident Analysis: Prepared detailed post-incident reports to identify root causes and recommend improvements.

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.• Technical Expertise: Developed expertise in multiple applications and programs to effectively support users.• Knowledge Management: Contributed to the knowledge base, ensuring up-to-date documentation and processes.• Subject Matter Expertise: Served as a subject matter expert for multiple clients, including major organisations like AMP Financial Services, Genesis Energy, and IAG NZ.• Performance Monitoring: Monitored SLAs, generated reports, and provided feedback to senior management.• Team Development: Provided coaching, support, and guidance to new team members, fostering a positive and collaborative work environment.

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, ensuring timely resolution.• Proactive Problem Management: Identified potential SLA breaches and took immediate action or escalated to the Operations Manager.• Knowledge Management: Gathered and shared customer intelligence and information within the Spark knowledge base.• Technical Expertise: Demonstrated a deep understanding of Spark systems and tools to provide effective solutions to customer queries.• Communication Skills: Maintained strong communication skills, both verbal and written, and adhered to a high level of professionalism.• Customer Advocacy: Acted as a customer advocate, providing friendly, courteous, and efficient service.• Accountability: Took ownership of complex issues and delivered reliable solutions.

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

Bachelors Of Information Technology