Mitch Santos Email & Phone Number

United States

Responsible for the operational and strategic roadmap for service delivery strategy and promoting innovation automation.Customer relationship management as a single point to the client for the portfolio.Accountable for overall service delivery management from concept to delivery ensuring contractual SLAs and KPIs are met and adhered to. Manage the service providers to deliver services within the agreed SLA.Maintaining high-performance levels for service-related… Show more Responsible for the operational and strategic roadmap for service delivery strategy and promoting innovation automation.Customer relationship management as a single point to the client for the portfolio.Accountable for overall service delivery management from concept to delivery ensuring contractual SLAs and KPIs are met and adhered to. Manage the service providers to deliver services within the agreed SLA.Maintaining high-performance levels for service-related processes, and implementing improvement activities wherever necessaryPerforming regular (monthly, quarterly, half-yearly, and yearly) performance analysis, achieving the SLA targets, and driving service level target vs performance analysisDesigned and developed a service operating model to help staff identify and respond to emerging trends that affect clients across the company.Performance of all service management improvement excellence using root cause analysisBuilding strong relationships with teams and stakeholders to enable effective dialogue exchange between departments Show less

Selangor, Malaysia

Manages Service Desk Level 1 and 2 Support Teams for Chevron and Philips accounts globally to ensure that Service Level Agreements (SLA) established with the clients are met and Customer Satisfaction requirement is achieved.Looks after the requirements and concerns of the Support teams in terms of people management and communicates to the management when necessary.Facilitates recruitment for the support teams and provides forecasting for headcount requirements.

Selangor, Malaysia

Assisted Chevron in Lean Sigma projects and Process improvement to deliver Excellent Customer experience.Information Technology Service Management (ITSM) Subject Matter Expert for service desk and was involved in ITSM related projects. Developed processes based on IT Best practices and complied with Information Risk Management (IRM) requirements.Ensured that Service Desk Teams meet the established SLA with the client and delivers the expected standards and quality of… Show more Assisted Chevron in Lean Sigma projects and Process improvement to deliver Excellent Customer experience.Information Technology Service Management (ITSM) Subject Matter Expert for service desk and was involved in ITSM related projects. Developed processes based on IT Best practices and complied with Information Risk Management (IRM) requirements.Ensured that Service Desk Teams meet the established SLA with the client and delivers the expected standards and quality of service.Prepared monthly reports of Service Desk performance, SLA-related reports for the clients and management.Provided training to Service Desk Agents to ensure that the team is up-to-date with the technology and processes of the clients.Updated documents related to Service Desk Show less

Ncr - National Capital Region, Philippines

Administered and managed Windows 2003 servers of Chevron located in different countries across the Asia Pacific Region. Services included Active Directory, Exchange 2003, Citrix, SMS, DNS, DHCP, SQL and other application servers.Provided level 2 technical server support to users and escalated issues to vendors when necessary

Selangor, Malaysia

Assigned to Electronic Data Systems (EDS) and delegated as Backup Subject Matter Expertise (SME) for the supported accounts.Acquired details of problems from customer as they call over the phone from given information, analyze and provided a step-by-step procedure to solve reported problems.Trained support staff agents to meet client expectations and established good relationship with 2nd and 3rd Level support teams.Developed process improvements for better handling of… Show more Assigned to Electronic Data Systems (EDS) and delegated as Backup Subject Matter Expertise (SME) for the supported accounts.Acquired details of problems from customer as they call over the phone from given information, analyze and provided a step-by-step procedure to solve reported problems.Trained support staff agents to meet client expectations and established good relationship with 2nd and 3rd Level support teams.Developed process improvements for better handling of requests and incidents Show less

Ncr - National Capital Region, Philippines

Designated as special support for VIP users of the Coca-Cola Export Corporation.Provided second level desktop support to end users.Handled projects such as Blackberry deployment and nationwide rollout of antivirus software.