Justin Henry Gargantiel Email & Phone Number

Taguig, Ncr, Ph

National Capital Region, Philippines

Led a team of 13 in managing enterprise-level IT First-Line Support, Applications, and Infrastructure.• Operations Management – Responsible for analyzing all operational methodologies and daily processes to ensure team’s overall efficiency in meeting operational goals and SLA’s.• Service Delivery, Quality and Excellence – Drive the team’s productivity and efficiency by putting in place regular health checks and maintaining close liaison with stakeholders and other IT resolver teams.• Project Management Highlights o Objective: Enhance IT operations and improved user experience for crew members. o Presented Business case: Successfully advocated for increased team exposure to vessel visits (working onboard various vessels). o Coordination: Continually liaised with vessel IT Team and Senior Management Team, to ensure seamless execution and sustained support. o Achievements: - Improved User Experience: Significant enhancement in crew member’s interaction with IT systems, leading to higher CSAT scores. - Operational Efficiency: Reduction in handle time and more precise inventory management of IT assets onboard. - Issue Management: Streamlined identification and resolution of frequent IT issues encountered onboard. - Ongoing Success: The initiative remains in place, continuously deliverin.011g positive outcomes and high motivation levels among team members. - User Feedback: Consistently draws favorable reviews and high engagement from offshore users.• People Management - Provide guidance (coaching and mentoring) to members. Help identify their strengths and areas for improvement individually and as a team.• Reporting - Monthly identification and analysis of ticket volume for all IT Teams. Manage both historical and up-to-date data used for trend analysis and forecasting.

Taguig, National Capital Region, Philippines

Provided operational guidance for teams under Technical Operations, ensuring timely and budget-compliant delivery.• Accountable and Responsible for all Major Incident Management handling.• Escalations POC (point-of-contact) for cross-functional teams ensuring seamless communications and project alignment.• Shift Management – Led daily shift transitions and handover sessions.

Ncr - National Capital Region, Philippines

Provided strategic supervision for Global IT Service Team consisting of 15 members.• Operations Management – Ensure efficient day to day Service Desk operations (RTA, Escalations, SLA’s, Incident Management).• Continuous Improvement – Training needs analysis, helped establish a more efficient CSAT process by implementing “POST-CSAT” call back process.• Project Management Highlights o Achievements: Successful establishment of POST-CSAT process as a standard practice performed by Team Leads. - User Experience: Significant improvement in NPS scores and user feedback. - Issue Management: Higher percentage of de-escalations leading to improved NPS scores. Also promoted enhanced ticket handling resulting to the team’s continuous improvement through regular (QA) mentoring.

Mckinley Hill, Taguig City Philippines

Transitioned and led an IT Service Desk team from group up. Ensuring all (SLA) Service Level Agreement are met within agreed timescale. SLA includes (ASA) Average Speed of Answer, (FCR) First Call Resolution, (CSAT) Customer Satisfaction, and (AHT) Average Handle Time.• Managed workload prioritization and ensured all resources are functioning according to roles and specializations.• Ticket Management and Major Incident Management• People Management (Mentoring and Coaching), and Personal Development Plan.• Handled (KB) Knowledge Base Management. Ensuring all relevant updates and troubleshooting steps are periodically captured and implemented.

Mckinley Hill, Taguig City Philippines

Global HR Shared Services, Contact Center Associate• “Frontline” support, assigned to handle HR inquiries addressed by employees from all CGI offices across the globe• Was part of “Contracts” Team – accurately draft and generate employment contracts for new hires in France, Belgium, UK, Germany, etc.• Selected to be a member of Training and Development Team; assigned to facilitate new joiners’ integration

Up-Ayala Technohub, Quezon City, Philippines

Responsible for taking incoming calls and continuously provide excellent service to build superb banking relationship with all UK HSBC clients. Was trained to handle inquiries on bank account management; Resolve all possible issues with utmost urgency with a personal touch in the most professional manner. Also assigned to process Bill payments; create, amend, cancel and reinstate Standing Orders and Direct Debits; process card replacements. Also in-charge of processing customer disputes.

Bonifacio Global City, Taguig City, Philippines

Handled Customer Service concerns like billing, statements, tax, insurance and Escrow for all mortgage accounts. Certified and trained for providing computations and answer inquiries about Adjustable Rate mortgage, Market index, Prime and Payoff amounts.

Mckinley Hill, Taguig City, Philippines

Handle presales support for Hewlett Packard Desktops and notebooks. Also handled Configure-to-Order (CTO) HP systems for bidding requirements. Keeps track and update optional peripherals (add-ons) compatibility list for HP business desktop and laptops. As a Presales Tech Support, ensured that Hardware and Software requirements of client is met in the most efficient and timely manner.

Northgate Cyberzone, Muntinlupa City, Philippines

Handle US based inbound and outbound calls for Small and Medium Business LOB of Dell Computers of America. Assigned to do troubleshooting and parts replacement for Dell desktop and laptop computers. Acquired Dell Certified Systems Expert certification for desktop, (DCSE Badge: 489434). Accurately update customer’s account information on Dell’s global and centralized customer database.

Pasong Tamo Extension, Makati City, Philippines

Handled US based inbound for order taking, upselling and customer service support on various products sold through TV infomercials (Home TV Shopping). Provide customers with product catalog, and service information.

In-charge of processing and issuing Purchase Orders to both local and international suppliers; Handled centralized Price and Quotation Inquiry Desk of Purchasing Department. Track all incoming Procurement deliveries, including shipments from abroad. Coordinate with local forwarders and brokers to release shipments from Bureau of Philippine Customs.