Carlo Gabriel De Castro Email & Phone Number

Philippines

• Works directly with the Senior Operations Manager and Service Delivery Manager, coordinate, prioritize, and maintain optimal service execution.
• Strategic administration and general management, which will include day-to-day leadership, management and maintaining performance of Service Desk Leads and Service Technicians.
• Provides hands-on guidance, support, inspiration and solutions to Service Desk to ensure the team is delivering a white glove customer experience.
• Responsible for fostering and maintaining an effective, positive team-based environment by coaching and communicating the corporate vision/values and setting and managing performance expectations
• Generate/update and enforce Service Level Agreements (SLA) for all teams
• Provide analysis on data and metrics, observe and report on service trends across individuals and the team as a whole to drive direction and effectiveness of the team.

Philippines

Works closely with Service Desk Manager to coordinate, prioritize, and maintain optimal service execution to goals and expectations of client-specific key performance indicators.Strong leadership, customer service, communication and interpersonal skills.Set goals and objectives for the team, holds team accountable.Delivers coaching and feedback in the.

Philippines

• IT Field Technician/APAC Regional L1 Trainer/Primary L1 for UBER Ph
• Responsible for creating, updating training materials and training all L1s across APACx
• Evaluating co-tech’s tickets and making sure that all process was in place and documented.
• Coordination with stakeholders and making sure that all IT Related requests are delivered.
• Escalating issues to other teams (internal or external) and monitor until resolution.
• Weekly team stats and accomplishment reporting.

Cavite City

• Part-time College Instructor for the College of Engineering
• Handles Major and Minor subjects related to Computer Engineering and IT.
• Adviser for System Analysis and Design

PEZA, Rosario Cavite, Philippines

• IT Critical Incident Manager for SE’s CCC Operations and VIP Support for SE PH.
• IT System admin for Avaya Telecom, Genesys and Nice Systems.
• Designing and configuration of CCC Ops call flow via Avaya and Genesys.
• Escalation and coordination to System Developer/Provider and ensure that the concern was properly delivered and resolved.

• VIP Support for SE PH.
• Backup IT System admin for Avaya Telecom, Genesys and Nice Systems.
• Escalation and coordination to System Developer/Provider and ensure that the concern was properly delivered and resolved.

PEZA, Rosario, Cavite, Philippines

Making sure that the product is made with the correct process, materials from start to delivery.Making sure that all systems and process are followed through Integrated Management SystemMaking sure that all Environmental aspects and requirements are passed.Internal Auditor for Process and Environmental Issues/Policies.